The player from Baden-Württemberg had requested the closure of their casino account on 7/07 but faced delays and continued to lose money until it was finally blocked on 1/09. Despite multiple requests, there was a lack of communication regarding the confirmation process, and subsequent attempts to request a refund for deposits made after the closure request were declined. The Complaints Team clarified that the casino had followed the proper procedure by blocking the account after the player mentioned their gambling addiction, as self-exclusion involved stricter regulations compared to account closure. Consequently, the player was informed that they were not eligible for a refund, and the complaint was closed.
Betify Casino - Player’s account closure was delayed.
Amount: €2,000
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello,
On 7/07, I sent an email to accounts@betify.com asking them to close my account.
The next day on 8/07, the VIP Manager contacted me asking what had happened and how they could improve things.
He quoted: (Your feedback is very important to us. If you prefer not to share it and want the account closed immediately, please confirm this by email.)
I replied back, asking them to close the account.
The account stayed open until 1/09, and during that time, due to my addiction, I lost nearly €2000 even though I had asked twice for my account to be closed.
Yesterday, I reached out again to ask why my account was not yet closed. The response was that I hadn't confirmed via email. But I never received or saw this email. Otherwise, I would have responded to the correct email rather than the VIP Manager.
And the VIP Manager didn't reply back to inform me that a separate email would be sent; he only mentioned confirming by email.
I replied to the VIP Manager's email with the confirmation to close. But it seems he didn't forward it or inform me about an additional email.
Strangely, the VIP Manager was now able to get my account blocked within a few minutes without much effort.
I then kindly requested a refund for the deposits I made after requesting the account closure.
But this was declined. I find this unacceptable.
Automatic translation:
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3 months ago
Hello Domehn85,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Based on the screenshots provided, the casino blocked your accounts on 2nd of September so they did everything correctly.
Thank you very much in advance for your reply.
Best regards,
Nick
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3 months ago
Translation
Hello, the account was only blocked by betify on the third attempt after I told them about my gambling addiction. And that was after almost 2 months. The first two requests to close the account were at the beginning of July. The email from betify also said that I didn't have to give any information. I also found it uncomfortable to mention the addiction.
It also says on the betify site that I will receive a response within 24 hours. Since the VIP manager got in touch within 24 hours, I assumed that this was the response from betify and that everything would be fine if I confirmed again that the account should be closed.
I must also say that I wanted my account blocked in the first email!
Edited
Automatic translation:
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3 months ago
Hello Domehn85,
They are not obligate to close your account and they are free to offer you any bonuses if you do not mention gambling addiction. Basically, once you did, the casino blocked your account so they did everything correctly.
Is there anything else we could assist you with?
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3 months ago
Translation
Yes. The process was not carried out correctly by the casino; they did not do what I asked for even though I said so several times.
Quote from Casino
If you would rather not share it and have the account closed immediately, please confirm this by email.
Best regards,
--
Maxime - VIP Account Manager
I then confirmed it again
On 08.07.24, 11:15 wrote < >:
Please close
MFG xxx
For me that means that the casinos have carte blanche and can block accounts as they please or not, even if the account owner asks for it. And it doesn't matter what the reason is. Not everyone wants to spread all of their problems around the world.
And the fact that you have to confirm it several times and get x different emails where the actual email never arrived but only one that was actually completely useless is sneaky
Automatic translation:
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3 months ago
Hello Domehn85,
Allow me to clarify the difference between closing an account and self-exclusion at online casinos, as they are often misunderstood.
Many casinos offer various tools for responsible gambling, though I won’t go into detail about all of them here. When players are dissatisfied or concerned about their gambling habits, they generally have two primary options: account closure or self-exclusion.
Closing an account is a straightforward process with minimal impact. Players can usually reopen their accounts at any time, and the casino is not obligated to impose any restrictions once the account is closed.
Self-exclusion, however, carries more significant consequences. When a player opts for self-exclusion, the casino is bound by an agreement not to reopen the account for a specified period. Importantly, this option is particularly geared towards those struggling with gambling issues, and a casino cannot reopen the account for such players until the agreed terms are met.
I hope this clarifies the distinction between the two options. As you did request for closing your account and not self-exclusion (as it would require to mention addiction to them), your are not eligible for a refund.
As is there is nothing else you required our assistance with, the complaint will be now closed.
Best regards,
Nick
