Bettilt Casino - Player’s self-exclusion has been violated and deposits requested back.

I would like to appeal to the good sense of Roku Casino and request the return of the deposited amounts, given that I shouldn't have been allowed to register using the same details that had already led to my self-exclusion at BetTilt… (both casinos belong to Abudantia B.V.). I am a high-risk compulsive gambler, medically diagnosed with gambling addiction, and I am self-excluded nationwide but cannot protect myself from illegal casinos like yours. I had previously asked for help and for you to stop allowing me to play at your establishments. In fact, my BetTilt account, which is part of the same company and registration number as yours, was banned because I had implored for help. Nevertheless, here I was allowed to deposit almost €4500 in a row via mbway, without any limits being imposed, and you continued to fuel my addiction with bonus offers and VIP clubs. Given that I requested self-exclusion from BetTilt and from the houses of Abundantia N.V., after registering with the same phone number, the same email, and even using the same bank account and providing my citizen card... you should have prevented me. Where is the KYC and player protection?! From what I understand, even a child could play on your site. I will report this situation to your regulatory entity in Curaçao. Your player protection policy failed. The company is exactly the same; if I asked for help at that time, it was so that I couldn’t play anymore... now I had a huge relapse because of you. And the emails encouraging me to play are constant. From what I have researched, considering it is the same company, the same registration and license number, you should not have allowed me to play or even to create another account, as I am self-excluded at a national and even global level with most regulatory agents. If you have any decency left, return the deposits and don't take advantage of sick people who can't escape because you are illegal, I have no protection, and you advertise everywhere... you failed in player protection, all my data was in your database. You allowed me to bet over €4000 in a matter of minutes, which is not even permitted in Portugal without identity verification. In conclusion, you let me create an account and play until I was completely ruined... and your assistant even sarcastically said in the chat that €4500 is not €20000 or €30000 and that I was exaggerating! Besides not protecting addicted players and taking advantage of them, your agents are rude and mock people. I was extremely poorly treated where the agent confronted and judged me several times during the conversation, going off script and giving responses that he honestly shouldn't have. In fact, often instead of trying to calm the situation, he only escalated it... and even offered me VIP club services, which he later followed up with a message saying it was no longer possible. Roku and Abundantia N.V. are vultures who have no respect for human life.

UPDATE: The case has been handed over to the regulatory entity, and they have been stalling for over two weeks! I'm not sure if this is true or not because both Roku and BetTilt only respond that the case has been handed over to Antillephone NV, Certia Gaming Licences... I would like someone from the RokuBet or BetTilt team to respond here officially... or someone from the compliance team... First, the employees lied and tried to deceive me by saying that BetTilt and Roku are not the same house... when they are exactly from the same group and company... and I was already self-excluded from BetTilt with exactly the same email and contact number. I would like the case resolved and the return of the more than €4500.

Dear joaomarsh20,

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

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. 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 Bettilt Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

BetTilt and Roku themselves close customer accounts due to duplicate accounts if we use the same data used for registration, so yes it is the same database... and even the company Abudantia BV itself knows this. In fact, after being self-excluded from BetTilt I continue to receive emails with bonus offers.. yes, I requested a self-exclusion from BetTilt, where I asked for chat help and reported that I had a serious gambling problem.. the database is the same than Roku, the employees are the same! In fact, Roku has several complaints about closing duplicate accounts from players they have at BetTilt, so yes it is the same Casino and what I say is valid. The employees already know me! In fact, I have proof and I can send you a screenshot if you want, that Roku employees chased me, visited my social networks, they already knew that I was an addicted player and enticed me with high bonus offers, always trying to keep me from closing my account, even talking about entry to a VIP club!

All of these practices are illegal in Portugal and go against the rules of the regulatory authority.

I would really like Casino Guru to be able to contact the Casino to find out what the situation is like. I'm waiting for the regulator's decision, supposedly, but I don't know if that's true

Dear joaomarsh20,

Please forward the above mentioned evidence you have regarding the 2 casinos to nikolas.b@casino.guru.

Sent some evidence that I have to you… the employees even denied that Roku and BetTilt were from the same company.. They tried to lie until the end. As for the proof that I am Self excluded from BetTilt I don’t have it because it was months ago and I didn’t know that I would need proof of anything, but if you contact them and give My main email joaom*****@outlook.pt and My Number +351918***** they Will say that My account is closed or blocked for gambling addiction.

I can’t even enter the account and see My history… Please help. I just want Roku funds back

Dear joaomarsh20,

Unfortunately, non of those screenshots prove that they have a shared self-exclusion system and as I mentioned above, unless you requested it directly from Bettilt, there is nothing we can do.

Is there anything else we could assist you with?

Nick, you don't understand the situation, do you? You're the only person saying that who doesn't want to help! The company has a shared database, they are the same company, the case has even been handed over to the regulatory authority and no one has ever responded to that, not even your colleagues here at CasinoGuru, in the complaint against Roku Bet, it seems to me that there is a lot of ill will here and lack of professionalism, I will report the situation, because even after explaining the situation it seems to me that you are trying to favor the casino… not paying due attention to the case. It's just shameful and will be reported and posted on other forums for people to see. There was already a theory that some elements of CasinoGuru and AskGamblers were made with the staff of some Casinos.. now it's even stranger 😕 you say one thing, others say another.. the truth is that the only person to say that they couldn't doing nothing was you! He didn't try to help or do anything, in fact he only complicated and escalated the situation. I sent the same proofs that I sent to your colleagues! Thank goodness there are people who, unlike you, take things seriously and professionally! What happened here will be reported.

Dear joaomarsh20,

It has been already explained to you here and in the other complaint that the self-exclusion system is not set to work within the entire group.

We will be now rejecting the complaint for the above (and elsewhere) explained reason.

Best regards,

Nick