Betti Casino - Player demands refund after self-exclusion.

I self excluded via chat and then allowed me to keep playing. I would like a full refund of deposits (€1159)

Dear Kinglyrumble, 

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 a gambling problem). 

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 veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi

i I didn’t close my account personally, I asked for self exclusion on the live chat and this was confirmed to have been done but it wasn’t and I was able to continue depositing. I’ve tried to contact them on live chat again and they do not respond

Thank you for your message. Please understand that our Complaint Resolution Procedure follows specific steps that both players and our team must adhere to. You can read more about this process here: Complaint Resolution Instructions.

A key element of our investigation is receiving comprehensive evidence from the player. Our process involves:

• Collecting all available evidence from the player.
• Thoroughly reviewing the provided data.
• Assisting the player where possible.
• Contacting the casino if we find evidence of unfair treatment.

Unfortunately, if a player fails to provide sufficient evidence for us to base our discussions on, we cannot proceed to contact the casino or advocate on their behalf.

If you do not have any chat transcripts or screenshots confirming that you requested to be self-excluded and the casino failed to block your account, we won't be able to assist you further.

Moreover, according to the Terms and Conditions:

To request Time Out (Self-exclusion) for longer periods than the options available via our tool, please send an email to support@Betti1.com with details of the account you wish to exclude and the period that you wish the self-exclusion to apply. If a specific period is not given, we will exclude you for the minimum duration of 24 hours.

Have you contacted customer support via email to request self-exclusion?

Hi

Yes I did contact them via email and then I followed up via live chat to confirm and they confirmed it was received and active. I asked to be excluded for 1 month.

I don’t have a copy of the chat transcript but I do have copy of the email I sent to them

Could you please forward me the email you sent to the casino? My email address is veronika.f@casino.guru. Thank you for your cooperation.

Hi

I’ve sent you the email

thanks

Dear Kinglyrumble,

Thank you for your email. After reviewing the message you sent to the casino, it appears that while you requested a 2-month account closure, you did not explicitly mention gambling addiction or gambling-related problems, but rather financial struggles.

Please note that we can only request a refund of lost deposits when a player explicitly states gambling addiction as the reason for requesting the account closure. This is necessary to demonstrate that the casino failed to uphold responsible gaming practices by allowing further deposits and gameplay. Additionally, the minimum duration for a self-exclusion related to gaming issues is at least 6 months.

For these reasons, we are unable to assist further with this complaint, and it will now be rejected. Thank you for your understanding, and I'm sorry we couldn't be of more help in this case. Please do not hesitate to reach out if you experience any issues with this or any other casino in the future.

Best regards,

Veronika

Casino Guru Team

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.