BetNow Casino - Player’s account was reopened despite a permanent self-exclusion.

On August 22,2020 I told betnow that I have a serious gambling addiction and would like my account permanently closed. I was allowed to end up losing atleast $18,500 after the request to permanently close my account. Betnow has been well aware of the situation as they enabled me with bonuses and continued to take my funds even though my account was supposed to be permanently shut down. I would like refund as my account should not have been open to lose the money because I requested permanent closure due to my gambling issue. Betnow violated their responsible gambling guidelines. Please help me recover funds.

Dear maine513,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please advise when exactly your account was reopened?

When was the last time you accessed your casino account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

My account was reopened multiple times 8/25/2020 , 4/21/21, 5/16/22, 4/14/23, & sometime between April of 2024. It was multiple times as there were relapses after having the account closed. I requested permanent closure on 8/22/2020 so the times my account were reopened after that shouldn’t had happened as I told them I have a severe gambling addiction on 8/20/2020. The last time I accessed my account was on 08/03/2024 which I had then requested another closure on 08/03/2024 after I lost every dollar I had due to another 3-4 months of constant everyday gambling once my account was opened again around April of 2024 & didn’t want to continue with life so I am trying my hardest to overcome the addiction and seeking help.

I made several attempts to have the account reopened sometimes and sometimes the attempts were denied but I was eventually able to get the account reopened several times after relapsing.

This conversation was back on 7/3/2024 I had lost $17.941.97 so far after requesting the permanent closure on 8/22/2020 I know for sure I lost at minimum $18,500 with total added on for the losses that occurred from 7/3/2024 until 8/3/2024 overall.

Thank you very much, maine513, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 in the near future.

Hello maine513,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BetNow Casino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

I just found out the site Betnow is unlicensed so they do not care.

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

Dear maine513,

I am trying to get in touch with the casino internally, outside of this thread. I will let you know with any updates.

Ok thanks.

Has there been any success getting in contact with the casino?

Hello maine513,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear maine513,

I got in touch with the casino representative, but the email exchange is still ongoing, I kindly ask you for more patience. So far I can only confirm that your account has been closed permanently. I will let you know with any additional information as soon as I have them.

Dear maine513,

From the emails that I have received from the casino, I can state the following information:

• as of this moment, your account should be permanently closed
• the casino has confirmed that your account was frequently closed and opened again

Please, can you send me the email where you have contacted customer support for the first time with the request for permanent self-exclusion while specifically mentioning gambling addiction? Was it the email from the 20th of August 2020? When was the next request that you have sent to the casino?

Hello maine513,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru