BETWINNER Casino - Player’s requests for self-exclusion have been overlooked.

I asked their support to close my account because I have a gambling problem and they didn't. For some people this amount is a meager one but for me its half of my salary. I sent them two emails to close account, no reply for the first one and in the 2nd email's reply they asked " Dear Customer, why do you want to close your account" in hindi, when the reason was clearly mentioned in my earlier two emails. I have no control over myself and they are taking advantage of it.

Dear Umer,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their assistance, but, before we do that, please could you forward me the requests which you have sent to the casino? My email address is petronela.k@casino.guru. Additionally, please forward me deposit receipts made after a self-exclusion request. Could you clarify if your account was closed already or it’s still accessible? I believe we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi Petronela, Thanks a ton for listening to my appeal. My account is still active and I have sent you the screenshots via email. Thanks again. 

Thank you very much Umer for providing all the necessary information. I will now transfer your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

We would like to ask the Betwinner Casino to comment on this case. We would like to know, why Umer's account hasn't been closed, when he expressed his problem.

We would like to ask the Betwinner 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’.

Dear Kristina, I don't think they will reply because they have outsourced their customer support to an Indian company and the company doesn't care much about the business. 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello dear user.

Please provide us with your player ID number

Dear Umer.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.