The player from France had requested permanent self-exclusion due to gambling problems, but the account was reopened after 7 days, allowing her to lose another 240USD ERC20. The player sought a refund for the last deposit, believing the casino had not taken responsible gambling seriously. The complaint was resolved as the player confirmed the casino took the request seriously and closed the account permanently.
Bets.io Casino - Player’s self-exclusion request not respected.
Amount: R240
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello, I requested a permanent self-exclusion without the possibility of reopening my account. I reported my gambling problems, but they weren't taken seriously. Today, after the account was reopened, I lost another 240USD ERC20 in your casino. They don't take responsible gambling seriously, as the account can be reopened after just 7 days. A casino that takes responsible gambling seriously would not allow an addicted player back. I would like to be refunded my last deposit amounting to 240USDT because if my request had been taken seriously, I would not have been able to deposit again!
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2 months ago
Hello Rebecca85,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bets.io Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Can you please forward the initial self-exclusion request sent to the casino to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
hello this was requested on July 1st for a definitive self-exclusion but it was not taken seriously, I reported my addiction but despite everything we can reopen on request the reopening of our account with a period of 7 days and we ask questions and hold us accountable it was done with mary@vip .
my account is not verified because it doesn't ask for it! I spoke to the casino this morning and they closed my account because I asked again for a self-exclusion ban and I confirm that they told me your account is deactivated and I insisted again and they told me to close, I think that they are not very serious about responsible gaming
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2 months ago
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hello I sent by email nikolas.b@casino.guru all the screenshots, the exchange of my addiction with self exclusion is final account closure with the dates. Kind regards
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2 months ago
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hello, I would like to withdraw my complaint because bets.io took my request seriously and this was resolved, thanks to bets.io and their seriousness
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1 month ago
Hello Rebecca85,
We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Dear Rebecca85,
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 any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
