BetUS Casino - Player's self-exclusion request has been ignored by casino.

After losing my first deposit I requested a permanent self-exclusion from their site by sending an email to their main customer support email: custhelp@betus.com.pa

After submitting the request for permanent self-exclusion BetUS did not take action and continued to accept 4 more deposits.

When I last spoke to them they said they would follow up when a manager returned from vacation, but I have received no follow up.

Dear kevin82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you stated an exact reason in your email why you wished to be self-excluded?

When did you request self-exclusion?

When was the last time you spoke to customer support?

Please forward the email with your self-exclusion request to veronika.l@casino.guru.

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

Veronica,

I forwarded the email to you two days ago and I am waiting for your reply.

Thanks,

Kevin

Thank you for your email. Has the casino been in contact with you since? Have they blocked your account?

Hi Veronica,

No they have not been in contact. After they failed to return my calls I posted my complaint here. They did block my account.

Thanks,

Kevin

Thank you for the update. Prior to inviting the casino to participate in this thread, could you kindly confirm whether they have communicated any information regarding the refund of deposits made after your self-exclusion request?

Hi Veronika,

The account manager was Tammy and she said I would receive a call at 9:00 AM on 07/07. They did not call and I followed up several times seeking to talk to Tammy. The man I spoke with said my issue cannot be addressed until a manger returns from vacation in a week and that they would call me then. I tried to contact Tammy 3 times since and the men I spoke to said she would call me back. She never called me back.

So while it intially seemed like they would respond to my request for a refund, they have not called me back despite multiple calls I have made.

Thanks,

Kevin

Thank you very much, kevin82, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Veronica/Jozef,

Thank you so much for your support. Two of the four deposits made since I requested the self-exclusion have been refunded. There were two on a Mastercard and two on an American Express. The two Mastercard deposits showed up as refunded yesterday. If the two American Express deposits get refunded this ticket would be resolved and I would have to give BetUS a lot of credit for following through. Hopefully this happens soon and we can close this out.

Thanks,

Kevin

Dear kevin82,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

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 kevin82,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Regrettably, the casino is not licensed. Please note that this complaint will have an impact on their safety index on our website.

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru