HomeComplaintsBets.io Casino - Player's account remains open despite closure request.

Bets.io Casino - Player's account remains open despite closure request.

Amount: Can$2,000

Bets.io Casino
Safety Index:Above average
Submitted: 24 Oct 2024
Case opened Current status

Waiting for Casino Guru to reply

3d 22h 41m 46s

Case summary

4 days ago

The player from British Columbia requested account closure due to a gambling problem on October 23rd, 2024, but received no response. Despite being told the account was closed by the VIP department, the player still has access to the account, leading to concerns about whether the closure will be implemented. The player seeks refund of lost funds.

Public
Public
1 week ago

Good Morning,


I'm reaching out today because I wanted to file a complaint on Bets.IO for the reason that I reached out earlier on Wednesday morning of October 23rd 2024 to have my account closed due to me having a gambling problem. I submitted the request through the in site email correspondence and never got anything back. Later that day I get a email from the VIP program asking if I wanted bonuses and to stay around. After losing almost 2500 CAD I never heard back from any department. I woke up to an email today from the VIP department saying they have now closed the account which was not true as I still have access to the account. I then followed up with the in game chat personal and they informed me that my request was still being reviewed? This leads me to believe they will and are never planning on closing my account even after I disclosed I can't be gambling anymore. I have screenshots attached above with all the details showing this is the case. Even now the account is completely open and functional and I have not received any official word from anyone other than the VIP department of this casino saying it's closed. Which is not true. I'd like compensation for the funds that were lost because of this.


regards,


Stayfrosty94

Public
Public
1 week ago

Dear Stayfrosty94,

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

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

  • Could you please forward the self-exclusion request sent on October 23rd 2024 early morning to my email at tomas@casino.guru?
  • Have you received any response to your request before the VIP manager contacted you at 1:38 PM that day?
  • Have you informed your VIP manager about your gambling problems and pointed out you wish you wanted your account closed permanently for this reason?
  • Have you already requested a refund of your deposits due to a failed self-exclusion? With what result?

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


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4 days ago
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This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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