Betti Casino - Player is requesting a refund on her deposits.

I submitted a complaint about Betti and then the case was closed. I resubmitted a complaint about self exclusion and the fact that I am able to reopen my account with the casino on live chat. I would like 1000 euros back from them at the very least. When I first opened the account the reviews were good but since then you have given them a bad reputation. I have asked them numerous times for a refund but they will not do this but instead offer bonuses which obviously encourage people to keep on depositing

Dear Casbar1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betti Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain when exactly you requested the self-exclusion in the casino?

Did the casino confirm your account was self-excluded?

What was the reason you gave in the self-exclusion request?

Do I understand correctly that you were able to deposit in the casino despite the block?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I cannot recall the date but it was in March and then again this month around a week ago. Each time I self excluded due to overspending and each time they will reopen after a short time - I self excluded for one month as that is the maximum but they let me open it after a few days. I am going to ask them to reopen again today and will let you know what they say. I closed it last night. My point is for problem gamblers like myself then self exclusion should be for the period requested but at Betti it’s not like that. I have started a new message below but exceeded the attachments and don’t know how to remove this post or submit it

I have screenshots of chats where I have reopened my account on two separate occasions and today I woke up to receipt of an email from Betti to advise me they are keeping my account closed for a year yet yesterday in the chat they were going to reopen it 24 hours after I requested them to reopen it which was yesterday. My point is that self exclusion should not end until the chosen length of the exclusion and even then the maximum length is only one month

Thanks for the explanation.

Please, kindly forward your requests to self-exclude your account and the casino's replies to my email at tomas@casino.guru so I can have a complete picture of the situation.

I'll await your reply.

I will have to submit the chats separately as they will not send if I try to attach them all

I look forward to hearing from you

Dear Casbar1,

I am afraid I will need one of your original requests you self-excluded due to gambling problems in the casino or any confirmation from the casino you received that makes it clear the reason for the account block was due to gambling problems.

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.

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 with gambling problems).

Thanks for your understanding.

I understand but it’s quite obvious that a player has problems when self excluding? If I was to simply just ask them to close my account then there’s no issue with that but self exclusion should mean self exclusion for the period requested.

Dear Casbar1,

Unless you explicitly mention your gambling issues to the casino, they can choose to reopen your account. If you mentioned a gambling problem to the casino in any of your requests for account closure or self-exclusion request, please let me know, otherwise, we don't think you are eligible for a refund.

Please understand players take breaks from the game all the time, which doesn't mean they might be struggling with gambling issues.

If the self-exclusion tool didn't work as you expected and your account is still open I would recommend sending a self-exclusion request directly to support@betti.com

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having 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,

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 (permanently).

The reason for my decision is xxx (gambling issues)

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

You can include me in the copy (tomas@casino.guru) and keep me informed about any further developments. Thank you in advance.

I need stand. I did not make it clear to the casino and kept on asking for it to be reopened, as a rule though most legit casinos will never reopen a self excluded account until the time has lapsed

I am truly sorry, but without confirmation of some sort that the casino was aware of your gambling issues, we cannot help you with your request for a refund of your deposits.

If there is such evidence, don't hesitate to let me know.

I also encourage you to send the email I suggested in order to self-exclude yourself permanently from the casino.

I'll await your reply.

Thank you for your email, the contents of which I understand

I am sorry I didn't understand your previous comment.

Could you please advise if you sent the request to self-exclude your account permanently to the email address of the casino as I suggested?

Do you require any further assistance? Please let me know.

My account is now self excluded indefinitely. Thank you for your help

Dear Casbar1,

Although we weren't able to help you with your request to refund your deposits, I am glad the casino finally blocked your account. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru