The player from Austria has struggled with gambling addiction and has self-excluded multiple times from Bet It All casino, only to have the account reopened each time. After expressing the desire to close the account again to the VIP manager, she is now seeking assistance due to substantial losses amounting to several thousand euros.
BetItAll Casino - Player’s account has been reopened repeatedly.
Amount: €367
BetItAll Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 16h 52m 14s
Case summary
7 hours ago
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1 week ago
Translation
Hello!
I've lost several thousand euros lately at the Bet It All casino. I've had myself self-excluded multiple times, and each time the account was reopened. The first time I excluded myself was at the end of September/beginning of October. Now I have a VIP manager and yesterday I asked him to close my account. My words were "I have a gambling addiction." I was advised that I need to write to customer support. Naturally, I've lost another 367 euros since then, just today. Considering what I've lost since my first self-exclusion attempt in late September/early October and the subsequent automatic reopenings, it's several thousand euros. However, I can't generate a statement from this terrible casino. Please help!
Automatic translation:
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1 week ago
Hello Phipps,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetItAll Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- When was the first time you mentioned gambling addiction to the casino?
- When was the last time you spoke to the casino and what was it about?
Please forward your self-exclusion requests which you sent to the casino to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 days ago
Translation
I have already lost more than 1000 euros since they found out that I have a gambling addiction. I sent the message to Nikolaus by email
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17 hours ago
Translation
Another 800 euros are gone... This dirty shop...
Edited
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7 hours ago
Hello Phipps,
Have you reached out to the casino's email support as recommended in the chat conversation you shared?
If not, please make sure to do so as soon as possible, as the chat conversation alone does not constitute a formal self-exclusion request.
Let me know if there’s anything else I can assist you with.
Regards,
Nick
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7 hours ago
Translation
OK, so it's not enough if I write to the VIP advisor that I have a gambling addiction?
ok - I think it's great! 🤣
2k are gone again - just like that.
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7 hours ago
Hello Phipps,
If there are given instructions how to exclude yourself (which you have received from the VIP) the player has to follow them.
Many of these VIP managers are outsourced people who deals with player communication and advisement but they can't access your personal account or do any changes on them - therefor can't even exclude you.
Please contact their e-mail support as soon as possible.
Regards,
Nick
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