Betify Casino - Player requests refund after self-exclusion issue.

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?

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

Both the yonibet casino (where I self-excluded) and the betify casino use the same license, in the same place and with the same number.

So the license is just one and the rule applies to all the casinos in the Altacore N.V. group, in my opinion.

In the terms and conditions of both casinos, they use to refer to the brand as Altacore NV, so if in the terms and conditions they use the same name it is assumed that they are using the same company, as well as who receives the deposits is Altacore NV.

To answer your questions:

-The deposits will occur at the beginning of 2024.

- At betify I didn't ask for self-exclusion, I asked for the account to be closed (this happened on 27-02-2024).

-Yonibet's self-exclusion took place on 16-12-2023

-Yes, both accounts are closed.

-Last contact was on 07-01-2025.

I will send you all the email exchanges.

Thank you for your availability and professionalism.

Dear cgouveia,

Sadly from our point of view, this assumption doesn't apply in Curacao licensed casinos. We expect Curacao casinos will self-exclude you in the casino where you request a self-exclusion exclusively. Some casinos with the Curacao license will commit to self-exclude you in multiple brands at once upon request, however, it doesn't seem to be the case in your situation. If the casino doesn't have it in its terms and conditions/responsible gambling section, and it didn't list the casinos in its self-exclusion confirmation, we might not be able to assist you with a refund request.

Our recommendation is to inform the casino about the gambling problem in a self-exclusion request for every casino where you have an open account.

Since your accounts are already blocked we won't be able to assist you further with a refund request.

Please check our resources dedicated to players seeking protection from gambling:

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link

https://casino.guru/problem-gambling-help-centers

Please let me know if there is any information I might not have considered or overlooked, otherwise, I'll close the complaint.

Thank you.

The yonibet terms and conditions in point 7.5 say the following:

7.5 If a player closes his casino account due to "problems with gambling" / "loss of self-control over gambling" / "addiction to gambling", in this case the player is prohibited from playing on the sites of casino partners, which are indicated in the license of this casino.

I was allowed to open an account at betify after it was closed at yonibet, both owned by altacore.

Could you please review the case?

Thank you very much, cgouveia, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello cgouveia,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betify Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear cgouveia,

I have been communicating with a casino representative outside of this thread and I have been informed today that the casino will be refunding you the full amount of your deposits. I have asked the casino representative to confirm this information here in the complaint thread.

So far no one has communicated with me.

But if so, thank you

Dear Michal and cgouveia,

We would like to confirm that the total deposits of €4,600 for player CGOUVEIA will be refunded in full. The refund process has been initiated, and the player should receive the funds shortly.

If any further information is needed, please let us know.

Thank you!

Betify Casino Support Team

Dear cgouveia,

Please, keep us informed about the status of your payment. We will be waiting for you.

I would like to know how they will be made, or what payment method they will use.

Thank you

Good morning

Still no update from the casino

Dear Betify Casino,

Can you inform us about the situation?

I confirm receipt of the funds.

Thank you both for your good handling of the case.

You can close the complaint

Dear cgouveia,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru