The player from India had requested to have his account blocked due to a self-acknowledged gambling addiction. However, the casino's policy had required 3 months of inactivity for account blocking, which the player had found impossible. After the player's request, we had advised him to send a self-exclusion request to the casino's customer support. The player did so but hadn't received a response from the casino. We then intervened, inviting the casino to the conversation and extending the timer for their response. The casino had claimed they never received a self-exclusion request from the player. After further investigation, it was found that the player had sent the request to an incorrect email address. We had advised the player to resend his request to the correct email. However, the player later decided not to close his account, resolving the issue.
Betvisa Casino - Player’s account closure request has not been accepted.
Amount: ??
Betvisa Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello Casinoguru Team, I have requested to block my account but they are not ready to block it. They are saying I need to be inactive for 3 months but it’s not possible due to my gambling addiction. Kindly help and intervene.
Dear akshayymathur9,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Betvisa Casino. I have checked the Terms and Conditions, and this is what I found:
16. Self-exclusion
Consider Self-Exclusion if you feel you are at risk of developing a gambling problem or have a gambling problem already. It prevents you from gambling with BetVisa for 6 months, 1 year, 2 years, 5 years, or permanently. You can also use Account Closure or Time-Out if you want to stop playing.
What happens when you self-exclude?
Self-exclusion prevents you from betting on your account, but you can still log in and withdraw any remaining balance. Any newly opened accounts you open will be detected and closed by BetVisa as soon as possible.
Self-Exclusion Notice
You can close your account or self-exclude at support@betvisa.com. The customer support representative will assist with self-exclusion.
Could you please confirm that you contacted customer support at the above-mentioned email address? Have you specified the reason for your self-exclusion?
When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion due to xxx
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please forward me the email you sent to customer support as well as their reply. My email address is 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 response.
Best regards
Veronika
Hi Veronika, thank you for the prompt reply. I have mailed them the details on the above mail that you have provided me, I’ll be waiting for their reply.
Hi Veronica, I haven’t received any reply from the casino. I would like to request you to kindly intervene at the earliest and also invite BetVisa Casino to the conversation.
Thank you very much, akshayymathur9, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
Hello akshayymathur9,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Betvisa Casino,
Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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.
Dear akshayymathur9,
I am trying to contact the casino internally, I will let you know here in the thread with any updates. Your patience is greatly appreciated.
This is not a good casino, I even recently got scammed by them. I used their payment method to deposit 5,000/- INR and after payment they told me it’s not their UPI. Where I have done more than 25+ deposits with the same deposit method before. I hereby request you to kindly give this casino a negative rating so that other players can be aware.
Dear akshayymathur9,
I got in contact with the casino representatives. I will update you here in the thread with any new information. Your patience is greatly appreciated.
Dear akshayymathur9,
The casino claims there never came a self-exclusion request from you. Could you send us the email you have sent to the casino? You can send it to michal.v@casino.guru
Dear akshayymathur9,
I need more time to investigate, that's why I am setting another timer. I will let you know with any new information.
Because of the casino, I have been losing money daily. Kindly ask the casino to reimburse, this isn’t fair to the player.
Dear akshayymathur9,
Please note that the email you have provided me with that was sent to the casino on 23rd February was sent to the email address "support@betvisa.com" which is an incorrect address as I was informed by the casino representative. The correct address to send your request to is "support.inr@betvisa.com" I have been told you have used this email address previously while addressing your deposit issue, and that this issue has been solved.
Please send your self-exclusion request to this email and let me know here in the thread when you do so. I look forward to hearing from you.
Dear akshayymathur9,
I am already in communication with the casino representative as to why the email mentioned on the website is incorrect. I will let you know here with any updates.
In the meantime, could you tell me in what other way you contacted the casino besides the email you have sent? Did you contact the casino via live chat? If so, are there any screenshots of such conversation?
Dear akshayymathur9,
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.
Dear akshayymathur9,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Michal V, Casino.Guru
