Betive Casino - Player’s attempts to close his account have been overlooked.

In November 2021, I sent an email informing me of my gambling problem and that I want to close my account with Betive permanently, as well as all existing and future sister casinos (Bethard Group). In the email, I mentioned my name, date of birth, home address, and email. Despite this, they did not close the accounts but I was allowed to continue playing. I have since lost about 25000e to Betive. After my last defeat, I asked why you didn’t close my game account even though I asked them to do so. I sent the e-mail from na***92@hotmail.com and received nik***en92@icloud.com as the recipient (e-mail registered to Betive). Betive was a blind copy. According to them, no funds can be returned because the email was sent from the wrong address (the correct address was shown to them as the recipient). In addition, the email provided all the information needed to permanently close your account.

Dear naikou92,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you deposited €25,500 after you requested self-exclusion? Could you please advise whether you still have access to your account, or has it already been closed?

Also, I see that you were advised by the casino to send your request from the email address that you registered with. Could you please confirm that you have sent another email as the casino suggested?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

I will be waiting for your reply patiently.

Best regards,

Kristina

I asked to close in November 2021 due to a gambling problem, after which my loss is € 25,500. I played there for the last time yesterday and asked them why you didn’t close my account when I asked for it earlier. At the same time, yesterday I again asked to close all my Game Accounts permanently. The game account is no longer accessible.

I did not send a block request from another email, and I do not remember receiving any response to that email.

The lockout request I sent in November 2021 lists all the information that will allow me to close my account (Full name, date of birth, home address), with a picture attached. All sites under the same company are underlined here. In addition to Betive, I have lost at least 5,000 euros to Bethard. In addition, I have used the maximum breaks (1 month) because I was not able to permanently close my account despite my request.

Thank you very much naikou92 for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you.

Hello naikou92.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Ok thanks for the info.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

 

Dear naikou92.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I can assist, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru