Bets24 Casino - Player’s account remains open despite requests for closure.

Hello,

I am addicted to gambling and have an account with bets24. On Saturday, October 12, I requested via email (as the chat informed me it had to be done by email) the permanent closure of my account due to gambling addiction. I specified that it should not be reopened even if I requested it.

My account was closed on Monday, but on Tuesday, unable to control my urge to gamble, I requested through chat to reopen it (they can reopen it via chat but cannot close it, surprisingly), and it was reopened immediately.

That Tuesday, the 15th, I deposited and lost 100 euros and sent another email notifying them of the failure in self-exclusion and requesting closure again.

Today, as my account remains open, I deposited another 100 euros.

I am begging in the chat for them to block my account, but they tell me they cannot do it, and I must wait for it to be managed through email.

Thank you for your help.

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 problems). 

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.

In the emails I sent to the casino (also via chat) I clearly explained my problems with the game, requested permanent closure and asked that the account not be reactivated even if I insisted on reopening it.

I'll send you the emails. Thank you.

I forwarded 3 emails.

1. Saturday, October 12th, first time I communicated my problem and requested permanent self-exclusion.
2. Tuesday 15th, I lose 100 euros and report the failure in the self-exclusion
3. Today, Thursday 16th, I lose another 100 euros, my account is still open and I BEG for closure

I update my complaint:

Despite my multiple requests for permanent closure since Monday, via chat and email, my account remains open.

Yesterday, Friday 18th, I deposited 100 euros again. I have had wins and reached 350 euros in my account. I have requested a withdrawal, but despite having a verified account, my request is rejected again and again. The live chat doesn't know why and asks me to send an email (another one, and I never get an answer)

I think Casino Guru should thoroughly investigate this casino and reconsider their rating.

Thank you

I have lost the 350 euros I had won and which the casino cancelled when they were being processed.

The total loss balance since my account was reopened is 300 euros.

I'm *****, sad and frustrated.

I hope to get a solution as soon as possible.

thank you

I'm really going to kill myself if they don't close my account. I've sent many emails and asked for it via chat 20 times.

I keep losing money that I don't have

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 handling your complaint moving forward. I apologize for the issues you're experiencing with Bets24 Casino and will do my utmost to assist you in resolving the matter. If there have been any updates regarding your case since the last communication, please feel free to share them with me.

Since Bets24 Casino has not yet registered a representative account on our platform, they are unable to respond directly in this thread. However, I’ve already contacted their representative through their official email address and am currently awaiting their response. I will keep you informed of any updates as soon as I receive them.

Additionally, as this is the first complaint we've received against Bets24 Casino and there is no previous record of their cooperation in resolving similar issues, I cannot predict how they will respond at this stage. Nonetheless, rest assured that I will make every effort to reach the appropriate person at the casino and work towards a satisfactory resolution for you.

Thank you for your understanding and patience throughout this process.

Best Regards,

Kubo

Hello Kubo.

Thank you for your time.

There is indeed some news. Yesterday I deposited another 100 euros. This time I was lucky and managed to fill my account with 600 euros, which I have requested to withdraw.

I hope the withdrawal is processed without any problems (I had 3 withdrawals cancelled previously, despite having a verified account)

Yes, those 600 euros arrive at my bank, the deposits and withdrawals would be equal; ALL THAT IS LEFT IS FOR THEM TO CLOSE MY ACCOUNT PERMANENTLY, I'VE BEEN WAITING FOR OVER A WEEK.

Thank you

My withdrawal has been cancelled (again). In the chat, they first tell me that they don't know the reason and then that it's due to a high volume of work.

I am being offered to withdraw a smaller amount (300 euros). I don't understand this, if the real problem is the volume of work, it takes the same amount of time to process a withdrawal of 300 as it does to process one of 600.

I'm starting to think this isn't a solvent casino.

BY THE WAY, MY ACCOUNT IS STILL OPEN

They have cancelled the withdrawal again with a smaller amount. This is frustrating.

They say I typed the card number wrong, which is impossible because I copied it directly from my online banking.

I'm leaving the history of rejected withdrawals here. Can someone explain to me if this is normal?

It's desperate

Hello Kubo.

After cancelling one withdrawal after another and continually returning the balance to my account, I have lost the 600 euros I was claiming (an amount I deposited after my account was reopened, something that should never have happened).

I am frustrated, angry and feel like I have been taken advantage of. My only hope is that Casino guru will be able to do justice.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Kubo.

I don't have much hope for the casino's response, however, to avoid future misunderstandings, would it be possible to update the disputed amount? Since the account was reopened I deposited 600 euros.

This will be the final amount. My account is still open but I don't plan to deposit more, I'm a gambling addict but not stupid and I'm not going to play on a site where you can't withdraw.

thank you

proof of deposits

Dear juliobit8,

Thank you for your messages.

I sincerely apologize for the situation you are currently facing, but I’m relieved to hear that you’ve decided against depositing more money at this casino. Unfortunately, I must inform you that my recent communication with the casino's support was quite unpleasant. They offered assistance only on the condition that we increase their rating on our site. Artificially inflating a casino’s safety index is something we do not - and will not - do, and I find such a request unacceptable.

I urged them to reconsider their approach, but they have since ceased communication. They have six more days to respond, and if they do not, the complaint will be closed as unresolved. While I hope the casino will change their stance, I must admit that their message left me speechless, and I can’t promise any specific outcome at this time.

I apologize for not being able to assist you further, but without the cooperation of the casino, there is little more I can do.

Thank you for your continued patience and understanding.

Thanks for trying, Kubo.

They are real scammers and I have my suspicions that they are the same casino as Ninbet (they act the same when rejecting withdrawals, with the same excuses, same people answering the live chat (Anna, Steve, Maria, John), same web design,…)

Hopefully Casino Guru will give both casinos the rating they deserve and put players on alert.

I already asked in the previous message but I did not get a response, could the disputed amount be updated to 600 euros?

Dear juliobit8,

Unfortunately, as anticipated, the casino has ceased communication following my request for them to reconsider their approach to providing assistance only on the condition of artificially boosting their rating. As I mentioned, this is absolutely unacceptable to us. Since the casino operates without a valid license and does not reference any ADR service, we have no gaming authority to turn to for resolution.

I will mark your complaint as "unresolved" in our system. I understand this is not an ideal outcome, but the decrease in the casino's rating due to unresolved complaints may encourage them to change their approach. If the casino decides to respond, we will reopen your complaint and notify you via email.

In the future, I recommend selecting casinos based on their reviews and ratings to help avoid similar situations. I regret that we could not provide more assistance in this instance.

Additionally, as part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity that offers a free service to support individuals worldwide. You can learn more about our initiative here and about BetBlocker here.

BetBlocker supports seven languages and is quick and easy to install on multiple devices, taking just two minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. This service can be used anonymously and helps individuals manage their access to gambling, whether that means complete restriction or limiting access during vulnerable periods.

BetBlocker also includes a list of 824 gambling information sites. These sites primarily provide information about and promote gambling services. You can choose to restrict access to these sites by checking a box. However, if you have an ongoing complaint against a gambling operator, please do not check this box, as it will prevent you from accessing the Casino Guru website.

Best Regards,

Kubo