The player from Spain has been trying to close his account due to a gambling problem. Unfortunately, the enquiries were ignored. Player’s complaint has been resolved successfully.
Betmaster Casino - Player’s attempts to block her account have been overlooked.
Amount: €400
Betmaster Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Person registered in the RGIAJ through the DGOJ in Spain and in therapy for gambling,
Has a relapse at this casino by accepting players from other jurisdictions like mine.
Gambling consists of an uncontrollable desire to play without seeing any negative consequences.
I would like to share my negative experience with this lack of responsible gambling and you could help me.
Automatic translation:
Public
Public
3 years ago
Dear Janquel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’m sure that you are aware of the geolocation of DGOJ operation:
"What is self-prohibition?
If you have a problem with gambling, you can register in the Register of Gambling Access Bans (RGIAJ) of the Directorate-General for Gambling’s Regulation (DGOJ). It is registration with self-prohibition in gambling halls that require a prior registration to play, which includes the different operators that act legally in Spain. Anyone can request their inclusion in the RGIAJ, which will prevent them from browsing online gambling operators’ pages."
Since you have chosen a casino with Curaçao license, it will be very difficult to resolve this case to your satisfaction. However, before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
I have checked general terms and conditions on the website, and this is what I found https://betmaster.io/en:
„Self-exclusion by request
You may also contact our Support Team at responsible@betmaster.com and inform us about your decision to stop gambling at the website for a certain period of time or permanently. We will take all measures to block your access to your user account and make sure that you receive no promotional materials. You can contact us at any time of day or night and one of our specialists will guide you through the process. Please kindly note that it may take up to 48 hours to fulfill your self-exclusion requests."
Is this the email address that you have sent your email to? responsible@betmaster.com
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
I want to tell you that I am already registered in the RGIAJ (I am sending you my document that proves it).
It's taking a lot for me to stop playing so that those of us who want to stop playing have these doors open. 
Automatic translation:
Public
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3 years ago
Translation
Illegal online casinos quench the thirst of gamblers
The General Register of Gambling Access Bans is a resource to alleviate addiction, but gamblers find a window of escape in 'online' casinos without a license to operate in Spain.
Automatic translation:
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3 years ago
Thank you very much, Janquel, for your reply. Do I understand correctly that your account has been closed already?
Please understand that we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point of view, but, sadly, we’re not in a position to help you. We are an independent online casinos database that acts as a mediator resolving players’ disputes. We have no authority to enforce the legality of rules. Unfortunately, the DGOJ registration is able to protect you from the casinos holding Spanish License only.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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3 years ago
Translation
I understand it perfectly and I thank you.
I will continue fighting in therapy and I hope these open doors do not take their toll on me again.
It makes me sad after so much work let's keep falling again.
In these casinos they seem to care about other people's health at all.
Automatic translation:
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3 years ago
If your account is still not blocked, I would recommend sending an email to responsible@betmaster.com including all the relevant information. In this way, you’ll have proof of such an action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked as "Self-exclusion" you stand a better chance to have your request granted as soon as possible.
Please let me know if you need any assistance.
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3 years ago
Translation
In that particular, they already closed my account when I asked for it.
The problem is relapses to gambling.
Again the mind anxiously seeks to want to play and the suffering returns.
Automatic translation:
Public
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3 years ago
I fully understand your concern. I truly believe that your self-exclusion has been applied successfully and your account won’t be reopened in the future. I wish you best of luck and please do not hesitate to contact us if you run into any problem with online casinos. We are here to help.
Since your account has been blocked, I will mark this complaint as resolved in our system.
