Betsson Casino - Player’s requesting a full deposit refund.

Hello!

I’m addicted to gambling and I’m now trying to figure out how much money I’ve lost playing. I received the gdpr information I requested from Betsson and it shows that I have previously closed my Game Account with them due to a gambling problem. However, I was then able to play at their sister casino, Casinoeuro, where I have apparently lost several thousand euros over that period. Is there anything in the position that I could get some compensation for? My money situation is catastrophic because of gambling.

Best regards,

Marjo K****

Dear Pullamummo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from CasinoEuro directly?

If there is any relevant communication, please forward it along with any supporting evidence to petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Hello!

You asked me to tell you if I asked to close my Casinoeuro Account. I had not asked for it to be closed. But since it works with the same license number as Betsson, shouldn’t Betsson have prevented me from playing there as well? And should I apply for a refund from Betsson or Casinoeuro?

Best regards, 

Marjo

Thank you, Pullamummo, for your reply. In order to request a refund from Casinoeuro, one of the things that you need to prove is that your account has been self-excluded from any related casinos due to a gambling problem.

If you saved any supporting evidence, please forward it to petronela.k@casino.guru.

Hey!

Unfortunately, the language barrier seems to make it harder to figure this out. I used to write in English, now I'm trying in Finnish. My own summary:

1. I closed my Betsson account due to a gambling issue.
2. I did not close my Casinoeuro account.
3. Since the above casinos have the same license number, shouldn't Betsson have made sure I didn't play at their sister casino either?
4. If I can ask for a refund of my deposit, should I ask it at Casinoeuro because I made a deposit there after closing Betsson.

Thank you, Pullamummo, for the recap. I understand now. As I wrote earlier, in order to request a refund from Casinoeuro Casino, one of the things that you need to prove is that your Betsson account has been self-excluded due to a gambling problem. Please send any supporting evidence to petronela.k@casino.guru.

Dear Pullamummo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi! Thank you so much for the extra time you gave me. I have contacted now all the casinos under BML Group LTD | MGA/CRP/108/2004 and asked for all the GDPR information they have saved of me. Unfortunately this is going to take a while I’m afraid.

I’m going to deliver you all the updated information as soon as possible.

It seems Suomiarvat and Betsson both had the self-exclusion at the time I was able to play on their "sister"casino.

I have made self-exclusions to Betsson 16.12.2018-17.6.2019

and 9.11.2019 and this one was supposed to be permanent and last 97 years. I’m gonna send you proof of that soon.

I contacted Betsson 10.4.2021 that I want to open my account again. They asked my why I had made the self-exclusion in the first place. I told them "I used to play too much". Even though they were aware my gambling problem, they opened my account again and let me play.

Also it has been stated that a self-exclusion system is aimed at help individuals who are aware that they suffer from a gambling problem allowing them to voluntarily request that their name be added to a self-exclusion list.

It is clear that the mentioned casino’s have been aware of my gambling problem for a good while.

After researching this it seems the case is much bigger than I thought it is at first. I will get back to you asap, with the updated updated info.

Thank you!

BR,

Marjo

Thank you, Pullamummo, for your reply. Please keep me informed about any further developments.

Hi!

I still haven’t heard back from casino’s I contacted. Because of that I would like to request more time to answer.

Kind Regards,

Marjo

Dear Pullamummo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi!

I will send some of the documents today (self-exclusions, message where I’m saying I’ve gambled too much) to the e-mail you told me.

BR,

Marjo

Thank you, Pullamummo, for the forwarded email. I have checked the entire log carefully and this is what I found:

However, there is one more account

Could you please advise if you have had two accounts with Betsson Casino?

Hi!

I contacted them on 10th of April 2021 that I want to start gamble again, after that they created me a whole new profile. I don’t know why. It seems the old one was permanently blocked due my gambling issue.

On the message 10th of April I told them that I had self-exclusion because I gambled too much. They still created a new profile for me.

BR,

Marjo

Please understand that it is highly unlikely that the casino has created two accounts for you. Au contraire, it seems as if you registered another account using different personal data. Please understand that it would be close to impossible to prove that it wasn't your action.

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.

Hello!

I am sorry that I formulated my last message wrong. I will send you an attachment to your email where you can find the messages between me and Betsson (From down to top) 

As you can see, they removed the block after my request and told me to register again after they removed the block. So indeed I did register the new account as they were not able to restore the old account. I did it on their request. At the time I also told them that I played too much and that was the reason behind self-exclusion.

I also used all the same information as in my old account as Betsson requested (except for my home address as it had changed during the time)

BR,

Marjo

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

Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that 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 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’s are addicted/with gambling problem).

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

Please understand that we haven't received up to this day any supporting evidence that you have informed the casino about your gambling problem.

Hi!

From the files I sent you, you can find that the self-exclusion I made to Betsson was supposed to last 97 seven years. It was supposed to be permanent.

I have also sent you the messages between Betsson and I (while contacting them on 10.4.2021 that the reason I made the self-exclusion was because I gambled too much. Even after that they removed my block and requested me to register again with the same information I did before the self-exclusion)

It seems you haven’t read my emails properly or the files I have sent you.

Please let me know if you need any help with the translations from Finnish to English 😊

BR,

Marjo

I wanna point out that I have not closed my account - I have specifically made permanent self-exclusion. You can also find that from the files I have sent you.

BR,

Marjo

I understand your frustration, Pullamummo. Could you please clarify if the same personal credentials have been used to register your second account? I can see that a different email address has been used. Was there any other information modified as well?

Hi!

I have used the exact same email address on both of my Betsson accounts. This information you can cleary find from the file "Account Details" I have sent you.

I will send it to you again with the details highlighted, so you can check it again…

BR,

Marjo

Thank you, Pullamummo, for your reply and clarification. I do apologize. I was under impression that XXXX in the second email stand for additional letters that were covered.

I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok, thank you.

Hi Pullamummo,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi! 

Thank you so much! 

I also made a reclamation to CasinoEuro and Betsson but Casino Euro have already stated to me that they don’t feel they or Betsson have made a mistake.

The reason behind this is partly because I requested the re-opening after self-exclusion myself on 10th of April 2021 and told them that I can play responsibly now.

However I stated in the same chat, that the reason for my self-exclusion was because I had a problem with gambling and I gambled too much. So it was very clear for them that there is a very strong possibility that I still have gambling problem as it is officially a disease.

It is stated in MGA:s license that if the player may have problem gambling issues, that player shall be excluded across all brands operated by the B2C licensee. - I indeed did let them know that I had a problem with gambling yet they still agreed to open the account and did not block me from other casinos from the same brand. 

They replied me in Finnish:

"Koskien Betssonin pelitiliänne, olitte pyytäneet pelitilin uudelleen

avaamista 10.4.2021, jolloin esitettiin kysymyksiä sääntöjen

mukaisesti. Ilmoititte, ettei teillä ollut erityistä syytä

pelitauolle/sulkemiseen ja että tunsit hallitsevasi tilanetta:" 

Which translates to: 

"Regarding your Betsson game account, you had requested a game account again

 opening on 10 April 2021, then a question was asked

 in accordance with. You announced, you had no particular reason

 to the game break/closing and that you felt in control of the situation:" 

Following statement is an absolute lie. It is incomprehensible that they can state "You announced you had no particular reason to the game-break" when I have told them in the exact same chat that I made the self-exclusion in the first place because I was gambling too much.

Thank you so much for helping me with this, I really do appreciate it!

BR,

Marjo

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Pullamummo,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru