BetOnRed Casino - Self-excluded player's deposit accepted.

I have developed an addiction to gambling, specifically to the game (Aviator). Despite having requested an indefinite self-exclusion (forever) from my account, today, after about a month, I fell into the temptation of betting again. Incredibly, the BetOnRed site accepted my deposit of 200€. I have contacted the company's management, who say that a refund cannot be made. However, since my account was supposed to be self-excluded/deleted, it should not have accepted my deposits in the first place. I hope that the refund will be implemented swiftly.

Thank you

Dear joaoandre1520,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

At the moment I cannot access my account to access this information but the request for self-exclusion for an indefinite period was made with the casino's customer service team (betonred).

Hi joaoandre1520,

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings BetOnRed Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

It's important to realize that without any supporting evidence of a previous self-exclusion request, we lack the means to address the matter with the casino.

Please bear in mind the following steps for a successful self-exclusion request:

1. Send your request to the designated email address provided in the casino's general terms and conditions.
2. If your initial email remains unanswered, consider using alternative communication channels or sending follow-up emails.
3. Clearly articulate the reasons for your self-exclusion request. It's crucial to note that seeking bonuses should not be the primary reason for closing your account.

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.

Hi joaoandre1520,

Please send the self-exclusion request to support@betonred.com if your account is still accessible.

Thank you.

I can no longer access my account.

Hi joaoandre1520,

• Can you please provide information on when you initially requested the closure of your account and when it was ultimately closed?

Thank you.

I requested self-exclusion on March 7, 2024 and the self-exclusion only began on April 15, 2024.

Hi joaoandre1520,

Kindly send over any relevant communication demonstrating your request for self-exclusion on March 7th and your notification to the casino regarding your intention for a permanent account block to petronela.k@casino.guru. Please note that without supporting documentation, we are unable to proceed with this case.

Thank you.

I can't access it because the email has been deleted, and the site won't allow me to access the account to obtain this information, thank you, refund the money.

Hi joaoandre1520,

We understand your frustration with not being able to access the necessary information due to the deletion of your email. However, without supporting evidence, we're unable to proceed with your complaint as it would be impossible to confront the casino effectively. Unfortunately, without any proof, we have to reject your complaint. If you have any further questions or concerns, please feel free to reach out.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.