BetAlice Casino - Player's account has been reopened inappropriately.

Buonasera, ho un problema con il gioco, ho giocato qualche giorno fa su questo casino, ho chiesto l'autoesclusione per problemi di ludopatia e il casino ha chiuso poco dopo. Oggi ho inviato una dichiarazione tramite email al casino dove dicevo che non avevo problemi con il gioco e di riaprire il mio conto gioco,il casino ha riaperto permettendomi di depositare e giocare.

Chiedo il rimborso dei miei depositi di oggi.

Trovo inappropriato da parte di un casino riaprire un conto gioco chiuso per ludopatia pochi giorni fa con una dichiarazione dove dico che non ho problemi con il gioco.

Grazie per il vostro supporto.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

In order to better understand the situation and assist you effectively, could you please provide us with the following details:

• Have you requested your account to be closed again after you lost your deposits from 15 August?
• Have you received any response from the casino regarding your request for a refund?
• Is your account still open, or has it been closed again in the meantime?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

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If anything seems suspicious, please contact us directly. Stay safe.

Buongiorno Veronika, si ho chiesto di nuovo la chiusura del mio account, e poco dopo è stato chiuso.

Non ho chiesto al casino il rimborso.

Grazie

Ho inviato ora al casino una richiesta di rimborso.

Has the casino replied to your refund request? If so, kindly share the communication with me at veronika.f@casino.guru.

ciao Veronika, ho inviato la comunicazione con il casino tramite email.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 Enjoy1984,

Unfortunately, I will not be able to help you in this case, and before providing the explanation, I would like to make you aware that cases like these will be instantly rejected in the future.

As per the evidence provided for this case, you have first had your account blocked for gambling addiction. Later on, you have requested it to be unlocked. You have promised the casino you are not a gambling addict, that you are in sound mind and fully aware of your actions. After the account reopening and losing your deposits, you have opened a complaint against the casino and now are requesting a refund of your deposits.

While normally I would be willing to fight for you - since at Casino Guru we believe accounts of gambling addicts should never be reopened - in your case this is not the first time this has happened. We have had exactly this same situation happening previously, with case 163376. I have managed to get your deposits returned that time, as I believed you have slipped, and the gambling addiction got the better of you. However, since it has happened again with you following the exactly same steps, this points out to exploitation of the self-exclusion procedure.

I believe you are trying to get your blocked accounts reopened, withdraw the money if you win, and open complaints with Casino Guru in case you lose - to get your deposits back. Capitalising on free betting is not something we can support.

Another issue is that you have had multiple complaints opened on our platform, each time confirming you have a gambling addiction. Therefore stating the opposite in written communication with the casino, is classed as providing false information, breaking the rule 4.1 of the BetAlice's T&C.

Due to the reasons stated above, this case will now be rejected. However, I will be contacting the casino, explaining the issue of reopening the accounts of gambling addicts, and hopefully they will change their internal processes to avoid issues like these in the future.

Last but not least, I would also strongly recommend installing free app BetBlocker (https://betblocker.org/it/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for the maximum protection it is strongly recommended to have a family member or a friend to set the apps passwords for you.