BetVili Casino - Player questioning the responsible gambling tools.

First of all i want to say that i am a bit addicted to gambling..At 02/05/2021 i asked in chat of betvilli to set my account in a cooling off limit IN order for me to not be able to play any beting games or make new deposits in the account.. He respond that they dont have that service so i continue playing games in result i lost all of my money. Please respond for more information

Additional information from johncrow:

"Chat representatives didn't active the cooling off limit while i asked for it they said they dont have that service while is listed on their website. In result i continue playing my 1700 euro winnings."

Hello johncrow,

Thank you very much for submitting your complaint. I’m very sorry to hear about your difficult situation. I checked the responsible gambling section (https://betvili.com/info/responsibleGaming) of the casino and I found this:

"Upon request, we will place your account on a minimum of a 24-hour cooling-off period. This will be followed by one of our support agents informing you of the voluntary 1-week, 1-month, 6-months, or permanent self-exclusion available."

Could you please forward me the message in which you requested the cooling-off period together with any other relevant communication between you and the casino to kristina.s@casino.guru? Did you clearly state the reason and the time period in your request?

I will be waiting for your reply patiently.

Best regards,

Kristina

mistake

Also i want to mention that on euslot casino they have that service, that they call it cooling-off, in which i can set my loss limits or beting limits for 24 hours minimum. That is what i know for cooling off period. But on betvilli's cooling off period you cant even make a withdraw request if i activate that even that this service is for responsible gambling. I meen there is no logic in that. I need to do something to save my winnings by setting some limits that the casino "MUST PROVIDE ME" by the law and they say to me that i can set my limits but even tho i cant even withdraw my winnings. In every casino i visited i had my own options in my profile to set my bet limits. I didnt have to ask chat for it in chat and this kind of cooling off limit in Betvilli it dont make any sence to me if i am not able to withdraw my funds from my account. Correct me if i am wrong!! Thanks!!

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Please note, that there aren’t unified Responsible gambling regulations that would be applied to all casinos. At this moment, player protection tools are managed by the casino exclusively. Some casinos have a wide variety of responsible gambling tools but none of them is mandatory, and unfortunately, some casinos operate without them completely. A cooling-off period is just an additional (and optional) tool and the casino informed you beforehand that it cannot be applied to your account, and you should withdraw your winnings and close it. I apologize, but under these circumstances, there is nothing more we can do for you.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.