The player from Portugal self-excluded from Yonibet due to gambling addiction but later received marketing from another casino in the same group, Betify, where they deposited over €5,000. After requesting a refund, the casino responded with unrelated clauses, stating the player is responsible for their account despite the self-exclusion.
Betify Casino - Player requests refund after self-exclusion issue.
Amount: €5,000
Betify Casino
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Case summary
2 hours ago
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Public
2 days ago
Translation
At the end of 2023, I registered with a casino from the Altacore NV group, yonibet. However, I requested self-exclusion from the casino due to gambling addiction. A few weeks later, I started receiving marketing from another casino in the same Altacore NV group, Betify, where I made deposits of over €5,000.
I sent a request for a refund to the casino, but they replied with clauses that have nothing to do with the issue and stated that I am responsible for opening the account, despite the self-exclusion.
Can you help?
Automatic translation:
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19 hours ago
Dear cgouveia,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betify Casino.
Please understand Curacao licensed casinos aren't obligated to extend self-exclusion to associated brands. You'll need to request a self-exclusion in every online casino where you have an account separately to be protected.
Please allow me to ask you a few questions, so I can better understand the situation.
- When did you make deposits in the Betify online casino?
- Have you informed Betify online casino about your gambling addiction? When exactly?
- Is your Betify account currently closed?
- When was the last time you were in contact with the casino regarding the issue?
- Could you please share with me your communication with the casino you are referring to in your post? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
Casino Guru is examining the case
