BetPlays Casino - Unrefunded deposit after reopening a self-excluded account.

Am 17.03.23 habe ich eine Nachricht an betplays gesendet und darum gebeten, dass mein Account dauerhaft geschlossen wird aufgrund von Spielsucht und dass man mir auch nicht die Möglichkeit geben soll, dieses wieder öffnen zu lassen. Bereits am nächsten Tag bat ich darum, dass man mir den Account wieder öffnet. Im Chat teilte man mir dann mit, dass der Account nicht wieder geöffnet werden kann. Jedoch konnte ich mich heute am 22.11.23 wieder einloggen und habe 50€ eingezahlt und verloren. Ich habe das Casino dazu aufgefordert mir den Betrag zu erstatten. Jedoch sagen die, dass sie nichts erstatten werden. Bitte helfen Sie mir weiter.

Dear eurogalaxy85,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetPlays Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you asked the casino to reopen your account on 2 occasions, your account remained closed on your first attempt, but on the second occasion, it was reopened?
• Do I understand correctly your account is now permanently closed again?

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,

Tomas

Ich habe am 18.03.23 darum gebeten, dass mein Account wieder geöffnet wird und habe dann als Antwort erhalten, dass es nicht wieder geöffnet werden kann. Das war das einzige Mal, dass ich darum gebeten habe, dass mein Account wieder geöffnet wird. Ich habe mich am 22.11.23 einfach versucht wieder einzuloggen und habe Zugriff bekommen.

Der Account wurde jetzt wieder geschlossen, ohne dass ich abermals darum gebeten habe. Dies ist aber die logische Konsequenz, da der Account nicht wieder hätte geöffnet werden dürfen. Ich bitte darum, dass mir das Casino, aufgrund deren Fehler, meine eingezahlten 50,00 €, zurückerstattet.

Thank you very much, eurogalaxy85, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello eurogalaxy85,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BetPlays Casino to join the conversation and participate in the resolution of this complaint.

Dear BetPlays Casino,

Can you explain why you reopened the player's account despite them being previously excluded from gambling on your platform?

Thank you.

Kind regards,

Tomas

Casino.Guru

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 eurogalaxy85,

I'm currently trying to get in touch with the casino's representatives internally, so I will extend the timer by another 7 days to see what can be achieved. I will keep you updated.

Thanks for your patience.

Hello, we will investigate the case and we will get back to you ASAP.

Dear BetPlays Casino,

Sure. I will now extend the timer by another 7 days. Keep us updated.

Thank you.

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.

Hello,

We are very sorry about your situation and we warmly invite you to check the following website: www.begambleaware.org

We can see that you registered in our casino on 17/03/2023 but we never receive an official email from you that you have gambling problems and want permanent account closure.

Your account has been closed for a period of 6 months, as per our standard closure procedure. After this period we reopened the account as per our Terms: https://betplays.com/rules/en/17256/responsible-gaming

Your account has been permanently closed based on your recent feedback. Unfortunately, we are unable to refund any lost funds as we have acted in accordance with our Terms and Conditions.

Best Regards,

BetPlays Team

Dear eurogalaxy85,

To support your claims, I need you to provide me with evidence. In this case, kindly forward the email request for a self-exclusion due to your gambling addiction to my email address: tomas.k@casino.guru

Thank you.

Es wird seitens betplays angegeben, dass ich über die Wiedereröffnung informiert wurde. Doch dies ist nicht wahr!

eurogalaxy85, can you please comply with my request above? Otherwise, I'm afraid we won't be able to investigate further, and your complaint will be rejected.

Thanks for your understanding.

Dieses kann ich leider nicht finden!

Dear eurogalaxy85,

I'm sorry to inform you that we are unable to accept your complaint as you have not provided us with the required evidence. Moreover, it seems that your initial request was not for self-exclusion but rather for closing your account. Nevertheless, the casino is now aware of your gambling addiction, and you are now protected from gambling at their site at least.

I wish you all good in the future.

Kind regards,

Tomas

Casino.Guru

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

Sehr geehrte Damen und Herren,

Ich habe den Beweis doch noch finden können. Siehe Anhang.

Liebe Grüße

Thank you, eurogalaxy85, for getting back to us.

Dear BetPlays Casino,

Can you explain why you reopened the player's account despite them being previously excluded from gambling on your platform?

Thank you.

Kind regards,

Petronela

Casino.Guru

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.

Hi,

I wanted to update you that I've discovered another contact and will attempt to contact the casino using the newly acquired email address. As a result, I'll extend the timer by another 7 days.

Thank you for your patience.

We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.

We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter.

Should you wish to file an official complaint with Gaming Curaçao (GC), you may do so by emailing complaints@gaming-curacao.com.

For further guidance and information, you can refer to our articles on Online Gambling Licensing Authorities and How to submit a complaint to a regulator.

Could you please let me know if you will proceed to contact the Authority?

Thank you.

Hello,

Apologies for the late response.

As previously mentioned, we never received an official Email from the customer stating that they were having gambling issues and requesting permanent account closure.

Their account has been closed for a period of 6 months, as per our standard closure procedure. After this period, we reopened the account according to our Terms: https://betplays.com/rules/en/17256/responsible-gaming

The account was then permanently closed. Unfortunately, we are unable to refund any lost funds as we have acted in accordance with our Terms and Conditions.

Best Regards,

BetPlays Team

Da sehen Sie mein Schreiben an Sie, welches klar und deutlich formuliert ist:

Hello BetPlays Casino team,

The player has submitted supporting evidence indicating that they sent a request to permanently block their account due to a gambling problem on the 17th of March last year.

• Could you please confirm if you have received this email?

Thank you.

Dear Petronela,

We sent an email to tomas.k@casino.guru 3 days ago with an explanation and evidence.

If this email is not valid, please share your email so we can forward it to you.

Best Regards,

BetPlays Team

Ihre Beweise können Sie auch sehr gerne Mal hier reinposten, damit ich die mal auch sehe!

Was soll auch dieses Gerede von wegen "offiziell". Wann ist denn ein Schreiben für Sie offiziell und wann nicht?Fakt ist doch, dass Sie am 17.03.23 eine Nachricht bekommt haben in welcher klar und deutlich steht"Close my account due to gambling addiction permanently and dont make it possible for me to reopen it!"

Nach mehreren Monaten danach konnte ich mich wieder einloggen trotzdem nochmal 50€ einzahlen! Das sind doch glasklare Fakten!

Hi BetPlays Casino Team,

Please forward any relevant communication to petronela.k@casino.guru.

Thank you.

Hello BetPlays Casino Team,

Thank you for your email. You mentioned that the player's account was permanently blocked in November 2023.

• Could you confirm whether you received a request from the player via your internal system in March 2023, explicitly stating their desire to permanently close their account due to a gambling problem?

You mentioned that the player's account was closed for six months, then reopened, and subsequently permanently blocked in November.

• What prompted the initial six-month closure and the subsequent permanent block in November without the option for reopening?

Based on the communication forwarded from the player, it appears that the account should have been permanently closed back in March when the player mentioned their gambling problem.

Looking forward to hearing from you.

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.

We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.

We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter.

Should you wish to file an official complaint with Gaming Curaçao (GC), you may do so by emailing complaints@gaming-curacao.com.

For further guidance and information, you can refer to our articles on Online Gambling Licensing Authorities https://casino.guru/licensing-authorities and How to submit a complaint to a regulator https://casino.guru/submitting-complaints-to-regulators.

Should there be any developments or if you require further support, please do not hesitate to contact me at petronela.k@casino.guru.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the casino:

Hello Petronela,

We want to solve the case. Please allow us to answer your questions.

"Could you confirm whether you received a request from the player via your internal system in March 2023, explicitly stating their desire to permanently close their account due to a gambling problem?"

- The client asked to close his account through internal message on the site, therefore the account closure was not done by the relevant department which only they have the possibility to self exclude players.

"What prompted the initial six-month closure and the subsequent permanent block in November without the option for reopening?"

- Due to the fact that the client did not applied for self exclusion in the requested form, the account was automatically opened after 6 months and been treated as regular account closure. Once this happened, the customer saw the opportunity to deposit and play risk-free on our site, and if he won, he would withdraw the funds, and if he lost, he would complain and ask for a refund.

If the customer submits a request for self-exclusion to the requested email address as stated in the terms and conditions, and we neglect to close the account, we will take responsibility and refund the money.

In this case, we can clearly see that the customer acted in bad faith to take advantage of the situation

Thank you, BeťPlays Casino Team, for getting back to us. I have checked the Responsible Gambling section on your website and this is what I found (here):

Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please send us a formal request to email: cs@betplays.com. They will also explain to you all future steps and what is needed from you.

Email: cs@betplays.com

However, I'd like to emphasize that even if the self-exclusion wasn't requested via email as outlined in the Responsible Gambling section, the casino was informed about the player's gambling problem and acknowledged this by closing the account for six months. We believe that an account of a player who has informed the casino about their gambling problem should not be reopened automatically after six months. Furthermore, if the player wasn't informed back in March about the need to send an additional email to cs@betplays.com, we suggest that the deposit of €50 be returned to the player and their account be kept closed permanently.

Thank you.

Darum geht es doch. Dass betplays die 50€ zurückerstattet. Mein Casino Account ist bereits geschlossen. Ich habe natürlich doch auch bereits die 50€ verlangt. Darum dreht sich doch der gesamte Fall...

Hi everyone,

I’ve been in touch with the affiliate and would like to extend the timer by an additional 7 days. They have assured us that they will respond to the complaint here in the official thread.

Thank you, eurogalaxy85, for your patience and understanding.

Dear all,

We are pleased to inform you that despite having no regulatory obligation, after consultation with our overseeing regulator, we have resolved this complaint through a mutual agreement between both parties. 

The delay in reaching a solution was due to our commitment to obtaining the opinion and approval of our regulator before taking any action.

BetPlays strives to provide the best possible service and experience to its clients and is always willing to demonstrate good faith through gestures such as this.

We extend our gratitude to Mr. Eurogalaxy85 for his patience and understanding during this process. Additionally, we would like to thank the CasinoGuru team for their continued professionalism. 

Thank you for your cooperation.

Best Regards,

BetPlays Team

Thank you, BetPlays Casino Team, for your reply.

Do I understand correctly, eurogalaxy85, that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, eurogalaxy85, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru