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