Betrophy Casino - Player is requesting a refund on his deposits.

Hello,

This is the first time submitting a complaint here so if I forgot something I apologize.

This issue with Bellona N.V. has been on going since June of 2022 in relation to responsible gambling not followed.

I opened an account with Silverplay played through money and then emailed with a self exclusion request with all my information etc. due to a gambling problem. Screenshots of correspondence with the site (Silverplay) will be attached. I emailed them stating to please contact their operater (Bellona N.V.) informing them I wanted to be blocked/blacklisted /self excluded across their system.

I was then able to open an account with Slotimo and through the same process as above it happened.

I received a response to say they have received my email and would be contacted by the relevant department in relation to the matter. I even went so far as to email asking for a direct email address to Bellona N.V. so I could contact them about the issue and received no such response.

They acknowledged my email for self exclusion across the operating system but failed to act and as such more and more accounts were allowed to be opened and played across their operating system.

I submitted a complaint with the sites and was told I do not meet the criteria for a refund, no explanation behind it.

I submitted a complaint through E-Moore and they more or less said that the information they received from Bellona N.V. shows I had multiple accounts using different emails (the ones in the email I requested for self exclusion) were used and I circumvented the system. I asked for E-Moore to provide this information to me as my personal information is on it and they refused to send it.

Please note: They have made a false statement in regards to me using multiple emails because if you have ever signed up to a site you will not be able to use that email address to sign up again. As such, the email addresses that Bellona N.V./E-Moore stated I used to circumvent the system I was able to open accounts with showing that these email addresses were never used on such sites.

I requested my personal information from the sites to prove that all accounts were opened with the same name, email address, DOB etc. to show that they failed on their behalf. I received only one transaction history. I received emails to state I never had an account with their site before yet I had screenshots of payments to prove they, again, were lying.

I am back and forth with E-Moore for nearly 4 months now and still nothing has been resolved reaching nearly 200 emails.

I have previously seen somewhere on this complaints that someone else had this issue before with the exact same case and it was resolved so I am here now trying to find help with this case as I firmly believe that I done everything within my power to state that I had a Gambling addiction, received a response to state they acknowledged it but failed to act and as such allowed me to open accounts with them and thousands to be deposited.

I have attached multiple screenshots of correspondence between the sites and also with E-Moore.

If you could help with this matter it would be greatly appreciated.

Dear Shandy37,

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

Please allow me to ask you additional questions regarding the issue.

Could you please specify when did you open the account in the Betrophy casino, and when you deposited your funds there? Did you request a self-exclusion in Silverplay Casino prior to the email sent on the 29th of June?

I'll look forward to your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for the quick response.

Betrophy funds were added on 27/07/2022 up until 29/07/2022 again opening the account on the same day as the first deposit 27/07/2022.

Please note the total of €5000 is in total for Bellona sites it could possibly be more.

The total sum (which I have screenshots) for Betrophy is €1400, note, the pending payments I contacted live support about and shared screenshots of payments coming out of my account which they credited to my account then.

I had sent an email to sites operated by Bellona N.V. on the 19 Feb 2021 at 14:36:32 with all my information on it. (Zodiacbet) stating a Gambling addiction. Please disregard the highlighted sites as this is the only email I can find but Zodiacbet is listed in those sites.

After pushing constantly with Betrophy through emails, I received an email to state that when I sent the original email on the above date that I was blocked from the operator/license holder as I previously requested to be blocked. Obviously enough this wasn't the case. In that same email they stated I never had an account with them yet the screenshots of payments state otherwise. (As above)

I had then sent another email on the 30th of June 2022 to several sites operated under Bellona N.V. with the exact same message that was sent on 19th Feb 2021.

If you require any further information please don't hesitate to contact me as I have more screenshots and emails and I'll upload to this section any evidence you need to help with this case.

Kind regards,

Andy

Dear Shandy37,

Please be advised that Curacao-licensed casinos don't enforce self-exclusion across multiple brands of associated casinos.

After reading the confirmations about self-exclusions from the casinos you submitted, the self-exclusion will only apply to your account created in specific casinos. (Please correct me if I overlooked information).

Specifically to Bettrophy casino, the self-exclusion on your account in the casino seems to be active since 29/07/2022 and not before.

I am afraid casinos will not self-exclude you before you create an account with them first.

Could you please explain in more detail what you meant by:

They acknowledged my email for self exclusion across the operating system but failed to act and as such more and more accounts were allowed to be opened and played across their operating system.

Specifically, who contacted you and what reasons did they provide for their actions/inactions?

Could you please forward any other relevant communication specifically on what the casino committed to doing in response to your self-exclusion requests? My email is tomas@casino.guru

Hello Tomas,

I have emailed to you a reply with documentation/emails/screenshots of all the relevant information you requested.

If you need more information please don't hesitate to contact me and I'll provide whatever you need.

Thank you for your assistance so far in this matter.

Kind regards,

Shandy37

Thank you for the email.

Would you be able to forward the original request (GDPR request, ticket 1316110), to which you received a response on 21/12/2022, from Betrophy?

Please include any communication from that chain that might be relevant to your attempts for self-exclusion as well.

I'll await your reply.

Hello Tomas,

A positive update for you.

The operator is currently in contact in regards to settling this matter and returning funds.

I will keep you updated with the situation and confirm once the funds have been returned. Thank you for your help so far with this matter! ☺️

Thanks for letting me know. I'll await any news you might have on the matter.

Dear Shandy37,

Since we have a 1 complaint per 1 casino policy, could you please specify the disputed amount for this particular casino? The amount of deposits from screenshots you submitted gives an amount of 1250€ or above. Please let me know if that is accurate.

Hello Tomas,

This case is currently still on going with Bellona where the settlement is going to be agreed upon by all sites in one payment.

I'm still currently waiting on an update apologies for the delay but it's currently in the hands of operator at this moment.

If I receive any other update I'll let you know.

Thank you for your help so far.

Thanks for the update and the explanation, Shandy37.

We'll keep the complaint open, please let us know if there are any issues for which you require assistance. I'll set the timer for additional 2 weeks.

Hello Tomas,

I have received the funds and you may close this case as resolved please.

Thank you for your assistance with this matter.

Dear Shandy37,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru