Betunlim Casino - Player’s account closure request has been denied.

I have requested to close my account permanently due to gambling addiction on November 23. 2024 and they refused to close it. Despite sending multiple emails stating that I have gambling addiction the kept my account active. I. Requesting to get my deposits back made after November 23.

Dear Alprince2001,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you received any emails from the casino after you sent them your self-exclusion request? If so, kindly forward them to me along with any other evidence that could be relevant to the investigation of your case at veronika.f@casino.guru.

Could you please specify if you passed the full KYC verification?

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

Best regards

Veronika

Thank you.

I have forwarded the emails to you.

Hello, I have received only one email from you, dated November 27. Could you please forward me all the account closure requests you sent to the casino, even before this date? Has the casino replied to any of your messages?

Thank you.

I sent them all

Thank you for your emails. Have you sent a photo of your ID to the casino as requested in their response to your account closure request?

No. I didn't.

Thank you very much, Alprince2001, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Alprince2001,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Betunlim Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Betunlim Casino,

Could you kindly provide a detailed explanation regarding this case, specifically addressing why the player's account remains open despite their explicit request for closure due to a disclosed gambling problem?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Looks like the casino does not care about complaints or not knowing about the complaint here!!!

Hello

Any updates?

As of last night, my account remains open but not active that means I cannot make deposits after I made about 3 or 4 deposits Dec. 26

Dear Kubo,

First happy holiday and wish you a blessed and happy new year.

I just would like to ask if there is any updates about this complaint.

Thank you

Dear Alprince2001,

First of all, I apologize for the delay in my response. Secondly, thank you for your kind holiday wishes! I hope you had a wonderful holiday season and wish you a blessed and happy new year as well.

Regarding your complaint, the casino representative contacted me externally just after the timer for the casino's reply expired, and the communication is still ongoing, allowing us to continue with the investigation. I am actively following up on the matter and will be sure to inform you of any developments as soon as possible.

Thank you for your patience and understanding. Please don’t hesitate to reach out if you have any further questions in the meantime.

Thank you, Kubot.

Your support is appreciated

Dear Alprince2001,

In a recent communication with a casino representative, we learned that they were unable to access their representative account on our platform. However, I have since restored their access.

Thank you for your patience.

Given this, I would now like to request that Bentulim Casino share their stance publicly regarding the matter.

Dear Bentulim Casino,

In the spirit of transparency, I kindly request that you clarify your stance regarding the denial of a player's self-exclusion request. Could you please explain the reasons behind this decision?

Thank you for your attention to this.