Betrophy Casino - Player’s account should be closed but remains active.

Hello.

On November 20, 2022, I requested via chat and email to close my account due to my gambling addiction, and I explicitly asked for it not to be reopened even if I requested it. A few days later, the account was reopened, and I lost the first 300 euros.

I requested the closure again.

A few days ago (October 6), the account was reactivated, and I deposited 200 euros. I contacted both chat and email to explain my gambling problems once more. That same day, I was unable to access the account anymore.

Today, October 8, I received emails and SMS messages offering me free bonuses and spins. I reactivated my account and lost another 375 euros.

At this moment, the account is still open, and I am making an enormous effort not to gamble.

I have proof of all the emails I sent explaining my gambling addiction and requesting a permanent closure.

Thank you for your time.

Dear juliobit8,

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 gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Dominika

Hello Dominika.

Thank you for your time.

I just forwarded the emails to you.

One from 2022, where I explain my gambling addiction and request the permanent closure of my account.

Another one from a few days ago where I demand the same thing, and the last one, from this morning, with the transcription of the chat in which I ask that my account be closed due to my addiction.

My account is still open.

Thank you

Hello.

These days I have received confirmation from the casino that my account has been self-excluded. However, they have not responded to my request for a refund of deposits after the first self-exclusion request.

Thank you

Dear juliobit8, did you request self-exclusion by email on October 6th and then follow up via live chat on October 9th?

When exactly was your account closed after this request?

Also, have you received any response to the self-exclusion request you submitted in November 2022?

Hello Dominika.

1. Indeed. On October 6th I requested the closure by chat and by email. Since they take a long time to close it, on the 9th I insisted again that they close it.
2. On October 11th I received an email informing me that my account had been closed.
3. In November 2022 I did not receive a confirmation email but the account was closed. In fact, to reactivate it, they told me that the responsible gaming department must review the case and establish a reflection period. (I am forwarding that email to you). On the following occasions, it was enough to contact the chat to reactivate the account (without a reflection period).

Thank you

Thank you very much, juliobit8, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear juliobit8,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Betrophy Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Betrophy Casino,

I understand that investigating this issue may be challenging, given that nearly two years have passed since the initial occurrence. However, I would like to kindly request detailed information regarding this case. Specifically, I am concerned about how a player who previously self-excluded due to gambling problems was able to easily reopen his account, despite having mentioned this several times.

Thank you in advance for your response.

Best Regards,

Kubo