The player's self exclusion failed as he was able to reopen his account. We did not receive any reply from the casino team, therefore the case was closed as 'unresolved'.
BetToGoal Casino - The player's self exclusion failed.
Black points: 809
Amount: €2,000
BetToGoal Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I have two self-exclusions, one of which was definitely permanent and the other I can't remember how long it lasted. I was able to reopen the account within seconds after a permanent self-exclusion. This happened in chat and there were no queries as to whether I had game problems etc, even after the second self-exclusion. This means you choose the permanent self-exclusion and can immediately open the account again in the chat within seconds without any queries. The amount in dispute of 2000 euros is estimated and applies from the first failed self-exclusion. The casino refuses/does not provide any answer/information about my transaction list, game history, self-exclusion history, despite repeated attempts to contact me. I urge the casino to refund my deposits as such behavior is also against the Casinoguru Code.
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1 year ago
Hello yasin61,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetToGoal Casino. Please allow me to ask you a few more question before we would move forward.
Did you specifically excluded your account or was it closed only? Was any gambling issue or addiction mentioned in your request? Can you please forward us the exact request which you sent to the casino to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
I have self-excluded my account 2 times. Once it was for the longest possible time. Nevertheless, I was able to reopen it both times within seconds. This happened in the live chat without any questions or a cooling off. So in summary you can say it like this: Select permanent self-exclusion and then it is possible to reopen the account within seconds without any further questions with the help of a supporter. In addition, about half a year ago I wanted a game history that was never sent to me. I have requested game history, transaction history and my self-exclusion history 2-3 weeks ago but the casino refuses to provide any information by not responding despite multiple attempts via chat or email. If the Casinguru Code allows self-excluded players to re-open their account at a casino listed by them within seconds, then player protection is non-existent here. I could understand if it is a normal closure. I hope they care about player protection and see it the same way I do.
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1 year ago
Translation
I also sent you a video of the live chat just ending the chat and kicking me out. This happens every time and is the casino's full intention. Please help me to access my transaction list, self-exclusion history and transaction history. I would also like a refund as the self-exclusion failed
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1 year ago
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So and here are the Bettogoal terms and conditions, which clearly show that my account should not have been opened so easily:
5. You can exclude yourself from gaming at any time, especially if you fear developing problematic or pathological gaming behavior, for a period of 24 hours to 6 months via the settings in your customer account or have yourself excluded via customer service. Access to the website will be blocked during the period of self-exclusion.
6. bettogoal will implement a requested exclusion technically and organizationally as quickly as possible. For bettogoal, however, the period of self-exclusion does not begin until it has been fully implemented and communicated to you.
7. Cancellation of self-excluded accounts can be requested after 1 week (7 days). Such requests will be reviewed before a decision is made.
8. If, despite being notified of the implementation of your self-exclusion, you still have access to your customer account, it is your sole responsibility to report the failure to implement the self-exclusion to customer service immediately.
9. A time-limited self-exclusion or a temporary exclusion by bettogoal cannot be lifted before the end of the exclusion period and will take effect no earlier than 24 hours after the end of the period of self-exclusion.
10. A permanent self-exclusion can only be lifted by bettogoal and will take effect no earlier than a further 7 days after the end of the blocking period set by the customer.
11. It is not permitted to open a new account, especially during a self-exclusion or an exclusion by bettogoal.
12. Any self-exclusion measures or exclusions by bettogoal only apply to the services that are distributed via the website.
13. Persons who have never had an account on the bettogoal website but ask bettogoal to be included in the list of banned players maintained by bettogoal will be included in the list. An account will only be created in these circumstances if the individual specifically requests to be removed from the banned players list
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1 year ago
Hello yasin61,
Can you please forward all the evidences and conversation you have with the casino to nikolas.b@casino.guru?
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1 year ago
Translation
I wrote to you. In addition, the casino has been refusing to send any information to which I am entitled for 3 weeks and immediately closes the live chat without answering...
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1 year ago
Hello yasin61 and thank you for all the information. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru)who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hi yasin61,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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1 year ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.
Dear Yasin61,
I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
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