The player from Norway filed a complaint against Betmode for sending aggressive promotional emails despite his self-exclusion due to gambling addiction. Although his account had been permanently closed, he continued to receive daily ads that triggered further gambling, resulting in significant losses. He reached out multiple times without receiving a response. Upon investigation, we found that the player had unsubscribed from the promotional emails and no further marketing was received from Betmode. However, we determined that Betmode could not be held responsible for losses incurred at other casinos triggered by their marketing. Consequently, the complaint was rejected as Betmode's responsibility was limited to communications related to their own platform.
Betmode.io Casino - Player’s account is closed, yet promotional emails persist.
Unjustified complaint
Amount: 22,756 kr
Betmode.io Casino
Safety Index:HighCase summary
I am writing to file a formal complaint against Betmode for their aggressive marketing practices, despite the fact that I have self-excluded from their online casino.
Betmode continues to send me promotional emails even though I have requested them to stop, and my account has been permanently closed due to gambling addiction.
These advertisements trigger me to gamble on other casinos, and I have reached my limit.
On November 30, 2025, I emailed Betmode requesting that my account be permanently closed due to gambling addiction.
On December 1, 2025, they confirmed that my account was closed.
On December 5, 2025, I submitted a complaint to Betmode because they continued sending me promotional emails, which trigger me to gamble more, and I asked them to stop.
On December 10, 2025, I requested confirmation that they had received my complaint.
None of my emails have been answered, and I still receive daily promotional emails that trigger me to gamble on other online casinos.
This completely violates the principles of responsible gambling. Sending advertisements to individuals with gambling addiction causes significant harm. Personally, I have lost NOK 22,756 (approximately USD 2,280) through deposits on other websites, and the reason for these deposits is that Betmode’s advertisements have triggered me to gamble more.
I fight every day against my gambling addiction, and these promotional emails make it extremely difficult. It is time for Betmode to take responsibility for their aggressive marketing towards someone who is self-excluded due to gambling addiction.
Since my account was closed on December 1, 2025, Betmode has sent me 19 promotional emails.
i can send documentation of my loss on other casinos and copy of all promo emails.
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
- Could you please forward me the account closure request you sent to the casino, along with the casino’s responses? My email address is veronika.f@casino.guru. Kindly include any promotional emails you have received from this casino after your account was closed as well.
- Have you tried unsubscribing from the promotional emails you have received from this casino since your account was blocked?
- Are the emails you are receiving specifically promoting Betmode, or do they advertise other casinos as well?
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
Hi
Thank you for your feedback. I just checked my email and noticed that at the very bottom of the advertisement they send me, there is a small button to unsubscribe. I have now done that, but it doesn’t help me with the loss I have incurred, as the emails I received have triggered me to gamble on several occasions.
I will send you the documentation. No, this has only been marketing for Betmode, not others. The email has come from hello@betmode.io.
Thank you for your emails. Have you received any new promotions from Betmode.io since you've unsubscribed from receiving the promotional offers?
Hi, no. But my complaint is related to the promotions I received and loss I have had when they sent me promotions
Hello hoslandet1989,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
I understand that receiving promotional emails after self-exclusion can be frustrating. However, Betmode cannot be held responsible for losses you incurred at other casinos. While the promotional emails may have reminded you of gambling, the decision to open accounts and deposit money at other casinos was entirely yours. Betmode did not force you to gamble elsewhere, and their responsibility is limited to communications and actions related to their own platform. We are not able to compensate for losses incurred at other casinos, even if marketing from the original casino may have influenced your decisions.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Best regards
Veronika
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