BetPlays Casino - Player's account was reopened and he lost money.

Hello Casino Guru

On August 7 2023, I suddenly receive an email from Betplays that, due to new procedures, they have reopened my account, which I chose to close back in November 2022 due to gambling addiction.

(see attached files: "account_closure" and "reope­n_a­cco­unt­_wi­tho­ut_­acc­ept".

Unfortunately, I can't control my addiction, so on August 8 I log into the site again and loise 80 dollars. I contact them immediately after and tell them what has happened (see attached file: "live chat". The chat operator admits that there has been an error and tells me that my account is now closed. I of course ask for a refund of the money that I have lost, but it cannot be done.

I find it very problematic that a site can open a closed account belonging to a gambling addict, and then subsequently run away from responsibility.

I, therefore, believe that I am entitled to recover the lost funds.

Also; I do not understand the safety index on Casino Guru. What this casino does to get gambling addicted players to play is simply some of the worst I have ever seen on the online gambling scene. I know other players have been sent the same e-mail as me, and Betplays refuse to do anything to help.

Dear flowplowlow,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

I have reviewed the files you provided us. When requesting self-exclusion, it is important to clearly state the reason for wanting your account deactivated and specify the time period. Additionally, please ensure that the email subject is clearly marked and easily recognizable, as the casino support team receives many requests daily. By clearly marking the subject, you increase the likelihood of a prompt response to your request. I strongly recommend saving your self-exclusion request as proof of your action.

Unfortunately, the account closure request you sent to the casino in November 2022 did not specify that you wished to close your account due to gambling problems or addiction. Instead, you simply stated that you no longer wanted to use the casino's services. From our perspective, this does not constitute a valid self-exclusion request. Therefore, we are unable to request a refund of the deposits you made after your account was reopened.

Please let me know if there is anything I might have overlooked, otherwise, this complaint will be closed.

Thank you for your understanding.

Best regards

Veronika

This casino was very well informed that I had an addiction. I told them in live-chat, and they told me to sent an e-mail telling them

to close my account. I even mentioned that I wanted a PERMANENTLY closure of my account. How can a casino then think its ok, to re-open a PERMANENTLY closed account without even asking me about it?

As the chatlog also shows, they admit there have been a failure here. That should be more than enough to proof what im telling is the truth.

I'm sorry, but it's not sufficient to simply state that you want to permanently close your account. You need to clearly explain the reason; otherwise, we won't have a solid basis for our discussions with the casino.

Unfortunately, without further evidence, we are forced to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.