The player from Sweden expressed concern about his gambling habits, having spent 7900 SEK in less than two weeks. After deciding to take a gaming break, he reached out to Betinia's support for a refund due to the negative impact on his mental well-being. He requested an exception to their policies. The issue was resolved by rejecting the complaint due to the player's lack of response to inquiries from the Complaints Team, which prevented further investigation.
Betinia Casino SE - Player requests refund after account closure.
Closed
Our verdict
Player stopped responding
Amount: 7,900 kr
Betinia Casino SE
Safety Index:HighCase summary
Discussion
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11 months ago
Translation
Hi! So I'm a 19 year old guy who thought about giving online casinos a chance. But what I noticed is that I had a very hard time stopping playing I've played a total of 7900 sek in about less than two weeks, I'm an individual with ADHD and autism and I feel incredibly stupid and dumb. So I made the decision today at midnight to go on a gaming break and deny myself access to Swedish licensed casino/betting websites. I sent a message to betinia's support chat and asked about the right to cancel even though it's not according to the terms/agreement, so I expressed myself that I feel cheated and have a lot of anxiety and sadness about myself. I then received a very understanding and incredibly good support from their side.
They said they would forward it internally today at midnight during a conversation with support. So the duty of care applies in this incident as my mental well-being has been affected very negatively by this incident. I would like a refund. I feel like a total idiot.
so I wish betinia could have made an exception in this situation
This message is not to try to speak ill of Betinia but to ask for an act of humanity and justice.
Automatic translation:
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11 months ago
Hello Jackotto05,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betina Casino SE. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you ever mention your gambling issues to the casino before?
- When was the last time you spoke to the casino and what was it about?
Please note that unless you have specifically requested for self-exclusion and the casino would fail to provide it, you are not entitled for any kind of refund.
Looking forward to your answer.
Regards,
Nick
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11 months ago
TranslationHello. Yes, my account is verified, as I said, this is my first time trying to play casino. I got hooked and couldn't stop, so it's impossible to have known that it would lead to this. The last time I had contact with them was today at about 2:30 pm. I deeply regret it and all this has made my well-being extremely bad. But then I found out that they had closed the investigation they had promised to do and didn't send me an email or anything to inform me about it. I would have liked to discuss whether it is possible to get some of the amount back if they can't agree to it. Is there any way to get the money back as I really need it.
Automatic translation:
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11 months ago
Hello Jackotto05,
Is your account already closed since you have requested for self-exclusion?
Would it be possible to forward the self-exclusion request which you have sent to the casino to nikolas.b@casino.guru and specify the date they have blocked your account?
As mentioned earlier, no balance prior to your request is refundable. A refund is possible only in case the casino would fail to close your account within a reasonable time frame after your request.
Awaiting your response.
Regards,
Nick
