BetUS Casino - Failed self-exclusion.

To whom it may concern,

I have written to you once before. I’m not sure if I can make another complaint about a different casino? I feel like a few of them have really disappointed me by letting me re-open/open new accounts , all the same information except maybe a different email address. This all being after I closed the accounts openly admitting I had a gambling problem and wanted no option to re-open.

Bet US re-opened my account over "10 "times. I did call and the man in charge of security John was very mean to me.

They did give me a refund but not the amount they originally said and certainly not going back to when I first reopened my account. I closed it due to struggling with gambling addiction.

They stated they can only refund amounts to a certain date and they can’t refund bitcoin deposits. I would like to ask you if that’s true? Do I have any retribution on getting more funds returned? I would also like to send you the letter I wrote regarding the way I was treated by the head of security.

Sincerely,

Dianne Sawyer

Hello Dianne,

Thank you very much submitting your complaint and I'm sorry to hear about your issue with BetUS Casino.

Before we would try to contact the casino, allow me to ask you a few more question to clarify the case as much as possible.

When was the first time you asked for closing your account? Did you specifcly mention that you have gambling issues? When was the last time your account was activated? Is it still active at the moment?

Please also send forward any relevant proof or communication with the casino to nikolas.b@casino.guru

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Casino.guru

Good morning Nick,

I’m not sure what else to say but it’s true. BetUS even had a policy to keep calling me and help force/ override deposits with my credit card. I would continually ask them for NO phone calls please. They kept calling me anyway.

Thank you Dianne for additional information regarding your issue. I'll now forward you complaint to my collegue Andrej who will be assisting you from now on.

Wish you best luck.

Thank you Nick. Stay safe

Dear Dianne,

I’m very sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite BetUS Casino to join this thread and participate in the resolution of Dianne’s complaint.

Hi Dianne,

We are sorry that you feel this way about BetUS.

We were never ringing you to try and open an account. We were calling to recover funds not collected. At that time we were unaware of you having an issue with gambling, now that we know, you will be unable to play with us again. Please do not open any more accounts and deposit funds.

We take problem gambling very seriously and work with Players to ensure their safety.

Sincerely,

BetUS Casino

Hello,

That is a very upsetting and false reply. It’s very offensive to me!

Please tell me what funds you were trying to collect? Are you saying you l"end" me money and I didn’t return it?

You know absolutely nothing about gambling addiction and the horrible disease it is. Nothing whatsoever. I wouldn’t wish it on anyone. Your supervisor James was so mean to me and told me to just go back to my addiction.

Yes I did receive phone calls . I will be happy to go back to my Verizon phone log if needed? I use to ask for please no phone calls but would get them anyway.

Casino Guru, this statement from Bet US is all false.

kind regards,

Dianne

Thank you, BetUS Casino, for the reply.

Dear Dianne,

Could you please advise when and how did you inform the casino about your gambling addiction? If you have access to logs/records of any relevant communication between you and the casino representatives, you can forward them to my e-mail address andrej.p@casino.guru.

Dear Dianne,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the set timeframe, I will have to reject your complaint.

Good morning,

I am so sorry for the delay as I’ve had a busy week with my son’s wedding. Thank you so much for the extension.

I informed Bet US EVERY time I closed my account. I can’t describe it to you what this addiction is like. Because none of it makes any sense.

Do I have any emails or chats that I screenshot, no? And I’ll be honest with you that’s because my husband is being hidden from this addiction.

I feel like the fact that my account was opened and closed a minimum of 10 times should speak volumes. Did I tell them each time I closed it that I was battling addiction, yes? Do I have the proof no . I truly believe you can read between the lines.

Thank you for your time.

Kind regards,

Dianne S***

Thank you, Dianne, for your reply. We’re currently waiting for the casino team to review this situation and provide a statement. I’ll keep you posted on any updates.

Thank you Andrej.

Dear Dianne,

We were informed by the casino representative that the issue has been discussed with you and subsequently resolved to your satisfaction. Could you please let me know if we can consider the issue to be resolved? In case you’re experiencing issues replying in this complaint thread, feel free to contact me via e-mail. My e-mail address is andrej.p@casino.guru.

Good morning,

I spoke with BetUS yesterday on the phone and together we resolved this complaint so I would like to close this complaint please.

kind regards,

dianne

Thank you, Dianne, for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru