BetRebels Casino - Player's struggling to get in touch with casino support.

Hello. I have made complaint to Betrebels on 14th January 2023. I have sent tens of emails and contacted their chat support, but never got a single answer to my complaint. According to their terms and conditions, they handle complaints within 72hours. Now it has been 3,5months since I made complaint.

Could you please help me to reach out Betrebels customer support? Im not able to move forward with my complaint if they are not giving any response. Thank you a lot for your help.

Dear naikou92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify how and where you submitted the complaint? What was it about?

Also, could you please clarify the dispute value of €2,000?

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

I made the complaint via email to cs@betrebels.com. According to their T&C complaint must be made that way.

Dispute value is regarding to my total net losses in their casino. However, Im not able to take this complaint further if casino does not give its decision first.

So I need your help to get casino’s response to my complaint. Only after that Im able to go ADR (if necessary).

Thank you for your reply, naikou92. Could you please state clearly why you submitted the complaint?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I made the complaint because I requested self-exclusion in 17th Nov 2021 via email. However, I was able to register and gamble after that by using the same personal information, which I used in self-exclusion email. According to MGA directive 2 of 2018 licensed casinos must block unregistered players if they request it. Due to same reasons, all other Maltese casinos have refunded me if they have not acted according to MGA directive.

My problem is that Betrebels does not answer anything to my complaint.

Do I understand correctly that you requested self-exclusion prior to creating the first account at this casino?

Yes you do. I requested self-exclusion 17.11.2021. After that I was able to register and gamble. According to MGA directive 2 of 2018 that should not be possible. MGA casino must block unregistered players.

Unfortunately, we don't think that casinos are obliged to keep track of self-exclusion from players who never had an account, and we are not in a position to enforce MGA laws. We always try to help players, but we do not contact casinos unless we consider their assistance necessary from our perspective.

In this case, I believe that the best choice here is to contact the ADR (eCOGRA - https://ecogra.org/forms/adr-dispute-step-1) as soon as possible, and if they do not offer a satisfactory solution, contacting the MGA is always an option, if you are sure that they believe self-exclusions like this should be enforced.

Please read MGA directive 2 of 2018. It is clearly stated that casinos must prevent unregistered players to create account, if it is requested by player.

Please, read my last message - we are not in a position to enforce laws dictated by MGA. The MGA is the only institution that can enforce its own rules. We would really like to help, but it is impossible for us this time. I truly hope that the regulator will be able to help.

Due to the aforementioned reasons, this complaint will now be rejected. 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.