The player from Spain had experienced issues with the self-exclusion feature on betlivecasino. Despite having requested it multiple times due to gambling problems, the casino had continued to reopen the account when asked, and the player had lost a total of 200 euros. The player had then requested a refund of this amount. However, we found that the player had not explicitly mentioned gambling problems in his initial self-exclusion request. We had explained the importance of specifying gambling problems when requesting self-exclusion, as it bound the casino to not reopen the account. We could only assist in reclaiming the deposits made after the player specifically mentioned gambling problems in his request. The player confirmed depositing 100 euros after this date. However, without a screenshot or transcript of the chat where he asked to be self-excluded due to gambling addiction, we were unable to proceed further. Therefore, the complaint was rejected.
Betlive Casino - Player is struggling with self-exclusion.
Amount: €200
Betlive Casino
Safety Index:HighInsufficient evidence from player
REJECTED
Case summary
Hello. I opened my account on betlivecasino a few weeks ago. I gambled and lost quite a bit of money, which I accept. On November 24th, I requested self-exclusion for 6 months via email (there's no option to do it from the account). The next day I asked for reinstatement and they opened it without asking any questions and I lost 100 euros. I requested self-exclusion again (over chat) and explained that I have gambling problems (I asked for it to be permanently blocked). A few days later, I again requested reinstatement and once again they opened it without any questions. I lost another 100 euros.
Right now it is blocked, but I don't know if it will be reopened if I request it.
The self-exclusion failed and I request a refund of the 200 euros.
Thank you
Dear juliobit8,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
When you requested to be self-excluded for the first time via email, did you specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino as well as the subsequent reopen requests? My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Hello Veronika.
Thanks for your answer. I know the difference between a closure request and a self-exclusion request.
My first self-exclusion request was on November 24 and I asked for a 6-month exclusion (the minimum they offer). On the 25th I requested the reopening and that same day through the chat (if the casino cooperates you can send the transcript) I requested the closure again due to problems with the game. Yesterday, November 30, I requested reopening again (and it reopened without questions).
I send you the requested emails.
Thank you
Thank you for your emails. I've thoroughly reviewed your communication with the casino regarding your account closure requests.
Unfortunately, in your initial email on November 24, the reason for closing your account was noted as "work-related reasons," without explicitly mentioning that you wish to be self-excluded due to gambling problems. When requesting self-exclusion, specifying gambling problems is crucial. This ensures that the casino cannot reopen your account, and if they do so mistakenly, they should refund all subsequent deposits.
In your follow-up email on November 30, you mentioned gambling problems for the first time. This allows us to assist you in reclaiming the deposits made only after this date. To proceed, could you please confirm if you made any deposits to the casino after November 30, when you specifically requested self-exclusion due to gambling addiction?
Hello.
I believe that a self-exclusion should not be lifted under any circumstances (compulsive gamblers will look for any excuse to play again). Even so, I understand and respect your decision.
On November 30, I requested, via chat, self-exclusion due to my gambling problems. Hours later I asked for it to be reopened and I was able to deposit 100 euros.
thank you
In summary:
24 I request self-exclusion (I do not explain the problem with the game)
25 I request reopening
25 I request self-exclusion via chat again and explain my problems
30 I request reopening (mail) and deposit 100 euros
I am requesting permanent self-exclusion again
I completely understand where you're coming from and I agree with you. It's important to acknowledge the challenges and struggles that individuals with a history of gambling addiction face. However, we have to follow these rules to ensure that we can assist players whose accounts have been reopened although they specifically asked to be self-excluded due to gambling problems. Our goal is to support them in the best way possible.
Could you please send me the screenshot or transcript of the chat when you asked to be self-excluded due to gambling addiction?
I made the request for permanent closure via chat (I am not distrustful and I do not have a screenshot. I am sure that if the casino collaborates it can be facilitated.
thank you
Dear juliobit8,
I apologize for the situation you are facing. In order to assist you with your case and contact the casino to resolve the issue, we require as much evidence as possible from you. It is crucial that you provide us with a screenshot of the chat where you initially requested to be self-excluded due to gambling addiction. This is something the player should have so that we can confront the casino. Unfortunately, we are unable to help you obtain any refunds as the only message where you mentioned gambling addiction is your email from November 30th, and you made no deposits after that.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
