Betsomnia Casino - Player's request for self-exclusion has been denied.

Hello. Casino guru. I need help

My complaint is about self expulsion my account from this casino.

Betsomania casino has no gambling responsibility terms and conditions I asked many times to self expulsion my account they don't do this and because of that I lost alot of money they are lying to me every time. And they trying to explain me the about bonus every time when I am asking for self expulsion my account they just want me loss all my money and keeping playing this is against gambling responsibility. They are also using some kind of virus which wil stop you from playing pragmatic live game and slots they this games wil be disappear when you are winning. I want to self expulsion my account for 5 year and about that I need you help because I don't trust this casino they don't have any gambling responsibility rules which is not allowed and its against the law

Thank

Regards

Bakhtyar wa****

Hello Wali19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion (must mention gambling addiction otherwise it is just account closure), the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello. It was very hard to deleting my account in this casino I told them many times to close my account and every time they excuses to my request and try to explain there bonus and promotion to keep me playing and lossing my money. I send the mode than 50 email about closing my account they didn't processed my request. And the last week I asked for self expulsion my for 5 years and they send me email back that we can self expulsion your account for twoo months I told them no I want for 5 years and again they told for 6 months we wil close your account this casino cheating players and has no gambling responsibility terms and conditions. Because of that I lost more than 3k euros. If they closed my account at time my money was safe now

Hello. The betsomania casino has closed my account for 6 months so I am agree with that and we can close this case

Thank you 😊

Dear Wali19, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru