Betsomnia Casino - Player's self-exclusion requests were ignored.

Hi,

I asked multiple times to close my account at betsomnia. However they lacked to close my account while I had sent an email to close it 5 times. They every time want you to keep playing to offer a bonus or try to change your mind. While I tried to close my account I lost another 7k after already losing 9k. They had to close my account due to responsible gaming however they lacked to do this. So I want an compensation for the 7k I lost after asking to close my account twice.

Dear Fab08,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Betsomnia Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@betsomnia.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Dear Fab08,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I send all the required information to Petronela. My account is also closed however it had to be closed upfront as I asked multiple times before I lost again.

Hi Fab08,

Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded.

Regrettably, according to the provided communication, it appears that despite informing the casino about your desire to close your account, all requests were directed to your VIP manager, and you did not specify any reason for having your account blocked.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Fab08,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.