Betmac Casino - Player's account has been reopened against request.

Hi,

I had my account with Betmac with no issues, on 31st of October 2025 I sent them an email requesting PERMANENT account closure, they emailed me back confirming it has been closed. On 3rd of November 2025 I have been able to reopen my account with them and played resulting in losses of about £2000. I emailed them on 4th of November noting that my account shouldn’t have been re-opened on 3rd Of November as request was clearly for a permanent closure, as a result of that I’ve requested that they refund me for all my deposits since account reopening. They are refusing to refund me which I believe is a clear breach or regulations.

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Dear Lulule,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. The casino can even try to keep the player by offering bonuses or other advantages to them.

On the other hand, self-exclusion does. If a player successfully requests a self-exclusion, the casino agrees not to open this account, or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Hi Kristina,

yes I understand the difference between the two. Unfortunately, I haven’t retained my emails requesting closure - but my email clearly detailed ‘permanent’ closure which meant I’m requesting self exclusion from that casino, as I did not want to play more/lose more money.

thanks

Monika

Hi Kristina,

I have forwarded you on my email trail with betmac.

thanks

Any update on this?

Thank you for your reply, Lulule. I apologize, but I haven't found any emails sent from your registered email address. Could you please forward everything again? Thanks.

Dear Lulule,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Lulule,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina