The player from Germany had requested immediate closure of her Betandplay account on April 9th, but instead received an email offering 100 free spins and continued to be prompted for an explanation. As a result, she ended up depositing 475 euros, despite wanting her account blocked to prevent further gambling. The issue was resolved when the casino acknowledged the player's request for self-exclusion and subsequently closed her account. They also processed a refund of 525 euros, which was credited to her account. The Complaints Team marked the complaint as resolved and expressed appreciation for the casino's commitment to responsible gambling principles.
Betandplay Casino - Player’s account closure request is ignored.
Resolved
Our verdict
Case closed
Amount: €525
Betandplay Casino
Safety Index:Very highCase summary
Discussion
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12 months ago
Translation
Ladies and Gentlemen
On April 9th, I requested that my Betandplay account be closed immediately. First, I opened a chat and asked for this there. However, I was asked to write an email to support. So I wrote an email to support, requesting that my account be closed immediately!
I just realized that it was completely out of control, so I wanted it closed immediately.
What can I say, instead of closing it I got an email saying they were sorry I wanted to close my account and instead of closing it straight away they gave me 100 free spins and asked for an explanation.
The stupid gambling addict then thinks, "Oh, come on, let's do the 100 free spins," and is even more stupid and deposits a total of 475 euros. I had asked for the account to be blocked immediately so that this couldn't happen.
I feel totally alone, what else can I do besides write PLEASE BLOCK MY ACCOUNT IMMEDIATELY???
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12 months ago
Dear Monogram112,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:
Self-Exclusion By Request
Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at support@betandplay.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever.
If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@betandplay.com in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it.
Please note that active self-exclusion does not make you exempt from the verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits.
Could you please advise if you informed the casino about your gambling problem in your request(s)? Please forward the self-exclusion request you sent to the casino to kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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12 months ago
TranslationHello Kristina, thank you very much for your answer.
No, I simply requested that my account be blocked immediately. I also submitted my request via chat, and they told me to send an email to support. There, too, I requested immediate blocking.
Of course I will send you the email.
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12 months ago
TranslationI just sent you the email.
Best regards
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12 months ago
TranslationI can still log in, my account is still not blocked!
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11 months ago
Thank you very much, Monogram112, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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11 months ago
Dear Monogram112,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Betandplay Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Betandplay Casino,
Could you please provide detailed information regarding this case and explain why the player's account remains active despite their explicit request for self-exclusion due to a gambling problem?
Thank you in advance for your response!
Best Regards,
Kubo
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11 months ago
TranslationHello Kubo,
In the meantime, my account has been deactivated or blocked. Despite everything, I find it absolutely catastrophic that it wasn't blocked immediately. Instead, I offered free spins, as described above.
I would simply like the money I deposited back, requesting immediate blocking. This was a total of 475 euros. It's been blocked now, but it took a while.
Best regards
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11 months ago
Dear [edited by Casino Guru],
Thank you for your message and for taking the time to share your experience with us.
When you first contacted us regarding the closure of your account, our intention was to keep you as a valued customer. We genuinely appreciate your loyalty and aimed to provide the best possible service, which is why the freespins were offered at that time.
However, once you made it clear that your request was firm and related to concerns about your gambling behaviour, your account was closed in line with our responsible gaming policies.
As a sign of goodwill — and because we truly value you as a customer — we have processed a refund of the total amount you deposited after your initial closure request on April 9th. This amounts to EUR 525, and the payout has now been completed.
We appreciate your transparency and are continuously reviewing our procedures to ensure our players feel supported in every situation.
Should you have any further questions or need assistance, please don’t hesitate to reach out.
Kind regards,
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11 months ago
TranslationI understand that you don't want to give up on good customers so easily and tried to turn things around. However, this was very difficult for me due to my gambling behavior.
I thank you very much for your goodwill and your actions in my case.
I didn't expect this outcome, but I can say that I'm glad to have been your customer and can highly recommend it as long as you keep it under control.
Thank you for the refund, which has already been credited to my account, and also for closing my account.
Kind regards
Please remove my name, thank you.
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11 months ago
Dear Betandplay Casino,
Thank you for your prompt attention to this matter and for demonstrating your commitment to responsible gambling principles. I also appreciate your decision to refund the player's balance - it’s a positive step and reflects well on your approach to player care.
Dear Monogram112,
I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!
We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.
Thank you for helping us improve!
Best Regards,
Kubo
