The player from Spain is dissatisfied with lack of enforcement regarding Responsible Gaming procedures. After a closer examination, we ended up rejecting this complaint as unjustified.
Bettilt Casino - Player’s criticizing Responsible Gaming practices.
Amount: €1,610
Bettilt Casino
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4.0
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Person enrolled in the RGIAJ in Spicological therapy in FEJAR and therapy in Mental Health, without any problems I have been able to access this portal without any problem and making an income and another without any problem until spending all the savings of a loan.
These casinos create a door for people who want to recover from gambling and for these casinos without gambling records in Spain because we fall into this disease again and again.
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3 years ago
Dear Janquel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’m sure that you are aware of the geolocation of DGOJ operation:
"What is self-prohibition?
If you have a problem with gambling, you can register in the Register of Gambling Access Bans (RGIAJ) of the Directorate-General for Gambling’s Regulation (DGOJ). It is registration with self-prohibition in gambling halls that require a prior registration to play, which includes the different operators that act legally in Spain. Anyone can request their inclusion in the RGIAJ, which will prevent them from browsing online gambling operators’ pages."
Since you have chosen a casino with Curaçao license, it will be very difficult to resolve this case to your satisfaction. Could you please forward emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
I have been registered with the RGIAJ since 2018.
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3 years ago
Translation
The problem with this casino is that it accepts players without knowing what state they are in.
I am registered with RGIAJ, the problem is that this type of casino does not have the Spanish registry.
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3 years ago
Translation
I do not understand why we have this door open for people who want to recover from gambling, but these casinos do not have the injunction records of Spain but you can play without problem.
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3 years ago
Translation
This is apparently the registration is only effective in Spain.
People who are recovering from this disease have an open door to relapse, as is my case in this type of casino that accepts Spanish players without having a Spanish license and without knowing their situation.
Every three deposits it was blocked to make deposits on the day I spent the three deposits I wrote to the chat and they lengthened me to make more deposits.
I was online for 18 hours playing this page. They do not realize the problem?
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3 years ago
Thank you, janquel, for the forwarded screenshots. Could you please advise if you were able to deposit any funds after your account got permanently blocked on the 26th of November (8:07pm)?
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3 years ago
Translation
After closing I have not tried to make any income why I was left without a euro, if I had had a million euros the same I am still hooked playing.
Our disease is not being able to stop playing.
Now what I am left with is a tremendous gambling monkey back to depression and guilt.
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3 years ago
I can only imagine how frustrating and difficult it must be. Nevertheless, as I mentioned earlier, we are powerless in resolving this case to your satisfaction. For the abovementioned reasons, I will now reject this complaint however, please do not hesitate to contact us if you run into any problems with any other casinos in the future.
Thank you for your understanding.
