The player from Austria reported that he had disclosed his gambling addiction in the chat and was assured he could never open an account again. However, the casino had allowed him to open a new account using the same email and information, which he perceived as a violation of regulations. The player clarified that he had not created a new account but had reopened his previously blocked account. Due to the player's lack of response to further inquiries from the Complaints Team, the complaint investigation was closed. The player retained the option to reopen the complaint if he chose to resume communication.
Betify Casino - Player's account has been closed due to self-exclusion.
Closed
Our verdict
Player stopped responding
Amount: €5,500
Betify Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
The same thing happened to me here as with the other two casinos. I disclosed my gambling addiction in the chat, and I was assured I could never open an account again. Nevertheless, the casino allowed me to open another account using the same email address and the same information. That's a blatant violation of every law!
It seems these scammers can do whatever they want with gambling addicts! Please help me, casino guru!
I'm attaching some of the evidence to the appendix.
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betify Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you asked the casino for a refund due to failed player protection? Have you received any reply?
- Do I understand correctly that your accounts in the casino are currently closed?
- When did you register the second account in the casino?
- Could you please share the message you submitted with additional information? Make sure the date, recipient email address, and sender's email address are visible.
- Could you please confirm you registered with accurate and identical personal information as the previous account?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
TranslationDid you request a refund from the casino due to a failed player protection measure? Did you receive a response? Yes, you declined.
Did I understand correctly that your casino accounts are currently closed? Yes, everything is closed.
When did you register the second account at the casino? I didn't register a second account; I simply reopened the old, blocked one!
Could you please forward your message with additional information? Please ensure that the date, recipient's email address, and sender's email address are visible. I have forwarded it.
Could you please confirm that you registered with the correct and identical personal information as with your previous account? I didn't create a new account; I reopened my previously blocked gambling account!
Please send emails or chat logs to my email address at tomas@casino.guru Or post screenshots here.
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1 month ago
Thanks for the clarification.
Could you please share the casino's response to your refund request?
Could you please specify when your account was reopened and under what circumstances?
When have you made deposits to the casino, and when was your account closed?
Thanks in advance for your reply.
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1 month ago
Dear wieserjulian,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
