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?

Yes, it was August 22nd, 2020 within a month of opening my account. I have emails of Betnow acknowledging that I have a severe gambling addiction and was told that my account wouldn’t be opened but then again it was opened again after being told that Betnow would not open the account again after Betnow said they wouldn't.

This is the most recent transaction history after Betnow said my account wouldn’t be opened again. I was able to bet & make several deposits this year.

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

Hello maine51,

I want to ask you one more question regarding this case. Did you get a reply from the casino to your email from the 22nd of August 2020, that contained a confirmation of the permanent account closure by the casino? If not, when was the first time you did get a confirmation of the permanent account closure from the casino?

On August 25th, 2020 Betnow acknowledged and stated that I said I have gambling problems.

Its also more screen shots of Betnow acknowledging the permanent closure in screenshots above.

Dear maine513,

I am still in contact with the casino via email, but it seems there was a misunderstanding and the casino representative did not fully understand what the problem in this complaint. I have tried to explain it once more, and as clearly as possible. I am now waiting for their reply, and I will inform you as soon as I have something concrete. Your patience throughout this process is greatly appreciated.

Ok thanks for all the work you have done so far.

Dear maine513,

Unfortunately, I have to inform you that we did not come to an agreement with the casino representative.

Despite my best efforts to explain the core of the situation to the casino representative, they did not seem to fully understand the concerns we raised. Furthermore, they have refused to pursue the matter any further.

I regret to inform you that they did not see any issue with the fact that, despite your previous mentions of gambling addiction, your account has been opened and closed multiple times. I understand how important this matter is, and I sincerely wish I could have been of more help.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

Please feel free to reach out if you have any further questions or if there is anything else I can assist you with.

Best regards,

Michal V