The player from Germany reports that the casino allowed them to continue playing despite having requested self-exclusion. After creating a new account and informing customer service of their relapse, the casino did not suspend the account, even though it was aware of the player's gambling problem.
Betplay.io Casino - Player's account remains active despite self-exclusion.
Amount: €20,000
Betplay.io Casino
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Case opened
Current status
Waiting for Casino Guru to reply
5d 3h 29m 30s
Case summary
2 days ago
Public
Public
3 days ago
Translation
This online casino allowed me to continue playing even though I had requested and received a self-exclusion. When I registered with a new account on this site and informed customer service that I had relapsed and created a second account, they simply asked me if I wanted to keep the second account. My account was not suspended, even though the casino knew I had a gambling problem and had previously been blocked on this site.
Automatic translation:
Public
Public
2 days ago
Dear Grillz520,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:
6. RESPONSIBLE GAMING
On request, we will close any account for a minimum period of one (1) month during which time it will not be possible for the account to be re-opened for any reason.
You can close your account under our responsible gaming self-exclusion policy at any time by contacting our Customer Support team by emailing (support@betplay.io).
Upon expiry of the self-exclusion period, you may request to re-open a closed account by contacting our Customer Support team.
An account that is permanently closed forfeits the remaining account balance and any future cashback, rakeback or bonus payments that is added to the account balance. It is the players' responsibility to make sure every all transactions and bonuses are fully completed before their account is closed.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that your first account was closed after you requested self-exclusion?
- Could you please advise if any of your accounts have been verified?
- Also, do I understand correctly you still have access to your second account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 days ago
Translation
Dear Kristina, thank you very much for your quick response. First of all, I would like to say that I have played in many online casinos in my life, but I have never experienced such behavior. This casino makes no secret of the fact that it exploits people who are addicted to gambling. I would like to answer your questions as follows:
Do I understand correctly that your first account was closed after you requested a self-exclusion? Answer: Exactly. My first account was closed explicitly because of gambling addiction. It was not a normal blocking but a blocking specifically because of my gambling addiction. I contacted the casino in confidence and explained my problem. My account was then blocked immediately. So up to this point everything was going OK.
Can you please tell us if any of your accounts have been verified? Answer: YES, I had to verify the first account at some point, after a certain number of deposits and withdrawals. As far as I remember, this was done automatically via a third party service provider. I could no longer make withdrawals until I had completed this verification.
Do I also understand you correctly that you still have access to your second account? Answer: I then registered a second account with a different email address on this site and quickly realized that this was a mistake. I contacted the casino again in confidence. Customer service fully understood the situation, knew everything about it and asked me whether I wanted to close this account too or not? I then replied that I would like to recoup my losses with this second account. Customer service then wished me good luck and did not close my account. It was only when I lost a lot more money that I complained and it was blocked. This behavior annoys me even more because the casino itself does not allow second accounts in its own terms and conditions.
As proof, I can gladly send you the chat history I have with the casino.
Automatic translation:
Casino Guru is examining the case
