The player from Germany self-excluded due to gambling addiction but the casino reopened the account allowing him to deposit and lose 400 Euros. The player requested a refund which was denied and the casino closed the account again.
BetPlays Casino - Excluded player's account has been reopened.
Black points: 219
Amount: €400
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Unresolved
Our verdict
Failed self-exclusion
UNRESOLVED
Case summary
8 months ago
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1 year ago
Translation
Hello,
On June 28th, I had self-excluded myself permanently from this casino due to gambling addiction. The casino confirmed this (see attachment).
However, on August 7th, they reopened my account and allowed me to deposit. I promptly deposited 400 Euros which I subsequently lost. I contacted the casino and asked for a refund of my deposit. The casino refused the refund and closed my account again.
Automatic translation:
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1 year ago
Dear Neptun07,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Could you please confirm that you passed the KYC verification?
Did you clearly state in your request that you wished to be permanently self-excluded due to gambling addiction?
How did you reopen your account? Did you have to contact customer support? If so, kindly forward me the email you sent to the casino when you requested your account to be reopened. My email address is veronika.l@casino.guru.
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
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1 year ago
Translation
Hello,
no, a KYC check has not yet taken place because there has been no payment so far.
However, I have asked several times by email for an account closure due to gambling addiction.
At first the casino offered me a cool down period but I wanted a permanent ban.
The casino finally confirmed this to me by email.
Greetings Neptune
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1 year ago
Thank you for the screenshots. Could you please explain how you reopened your account? Did you contact customer support?
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1 year ago
Translation
No, I did not open the account of my own accord. Betplays reopened my account on their own and let me deposit.
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1 year ago
Could you please send me your "request query" the customer support was responding to in this email?
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1 year ago
Translation
Hello, here is the message from Betplays again that my account is open again:
I did NOT ask for a reopening!
The refund request went through live support.
The last email to betplays was my reaction to the refund cancellation. After that there was no more communication between us.
Greetings Neptune
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1 year ago
Thank you very much, Neptun07, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.
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1 year ago
Translation
Thank you very much, I hope that you can achieve something. I want to reiterate that I didn't reopen the account on my own. I would not have deposited again without the message.
LG Neptune
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1 year ago
Dear Neptun07,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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1 year ago
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.
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1 year ago
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint anytime.
Dear Neptun07,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
