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

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

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

Good Afternoon,

first off, the only people with the email correspondence regarding me asking them to close my account is Bets.IO because there only way of contact is through the in site email feature which I attached above. Within this email I asked for a permanent exclusion from the site as I had a gambling problem. Once this was submitted it wasn't much longer until Andrew from the VIP services from Bets.IO asked if I wanted bonuses and to keep playing. I think reached out to the chat support to confirm that my email to have myself excluded had been accepted, the chat support agent did say as per my screenshot above that it was received and I needed to wait for my account closure. I've never played on a site that when you say you have to be excluded due to a gambling problem they don't act on it? You will see the time stamps and day of the week attached to the photos above showing that I even reached out a day later asking what was going on with my account closure and they were completely confused and asked what the email was for the account being closed... the same email I was using to chat with them. after more back and forth, they lied and said the account was closed when in fact i was still logged in. I've gone ahead and included most of the screenshots and time stamps of conversations, emails and transaction records. I couldn't fit them all in so I can send the rest via email if needed. They offered me rakeback on my money but nothing else.

Regards,

SF

Thank you very much, Stayfrosty94, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 Stayfrosty94,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Bets.io Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Stayfrosty94,

Can you comment on the statement provided by the casino?

Good Morning,

They once again did not include the initial email that I had sent through there internal email system. (Which I had an already mentioned in my previous post) it stated that I had a problem and needed my account closed immediately. Clearly if this was no big deal they wouldn't mind to post the exact email that was sent to them so we can all see it. As of right now they haven't. The account was to be closed and nothing was done about it. Also, there was no "pending withdrawal" I was waiting on so keeping the account open makes no sense. I've also posted a photo in my last post showing they had no idea what email was even being shutdown. They had no idea what I was even talking about. This is blatant negligence on there part.

Regards,

SF

I would also like to include that they state no formal requests were made from my email. This is incorrect as I had requested closure through there internal email system on there website. You can see from the screenshot I attached above they said they received my email and they were reviewing it. So they indeed receive an email.

regards,

SF

Dear Stayfrosty94,

From my point of view, there is nothing to be solved here as your account was closed within a reasonable timeframe. The casino claims that from the time of your request, there were no deposits or withdrawal requests made. Even if that was not the case, and you would indeed deposit during this period, there would be no eligibility for a refund, as the casino needs a certain timeframe to complete the self-exclusion request.

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.