Betvictor Casino - Player’s attempts to self-exclude himself have been overlooked.

Having issues with the Casinos-safer gambling controls... This is my third account with them under the same details and the third time I've highlighted that I'm a problem gambler. I feel the casino did not take due diligence in preventing me opening further accounts...Put in place any safeguards to minimise damage...Overall failed grossly to implement any safergambling controls set about in there safer gambling protocols...I was targeted aggressively by marketing campaigns...No k.y.c checks put in place. And to add insult to injury was told that any deposits were taken in good faith, albeit against the gambling commission's recommendations on safer gambling controls... Your advice and help regarding my recent disputed deposits will be greatly appreciated. Kind regards

Dear Revolvingdoors,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

Were the same personal details used to register each account, please?

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

Best regards,

Petronela

Yes. I have forwarded on the emails you have asked for to you. I can confirm that I used the same address etcetera on al three accounts. Also noteworthy was the fact that they didn't ask previous how long I wanted to self exclude for. Thanks in advance.

Thank you, Revolvingdoors, for the forwarded email. I can see that your query about the reopening of accounts was forwarded to a dedicated team at the casino just two days ago. The other forwarded communication was about your GDPR request.

Could you please forward your self-exclusion requests to petronela.k@casino.guru too? Thank you in advance.

Dear Revolvingdoors,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No you misunderstand, I am not requesting the reopening of the accounts, I am simply asking for my details (chat data etcetera, personal details) be reopened so as they can be scrutinized by both you and me. And to further back my case for refund of deposits.

The casino state they will respond within 14 days, which is up this Wednesday....

The casino has responded with a crass and carefree reply. disregarding or overlooking the previous two accounts. Where do I STAND!

It seems that I cannot back up my claims without the gdpr request going ahead, if they even bother

Dear Revolvingdoors,

Please understand that to this day we didn't receive any supporting evidence that you held three accounts with this casino or that you asked to have any of those accounts blocked due to a gambling problem.

Please understand without supporting evidence it would be close to impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to contact us in the future and we can continue with this thread.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Revolvingdoors,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.