BetNjet Casino - Player’s account closure request is delayed.

I have been attempting to close my BetnJet Casino account since 16th April due to a gambling addiction. I have sent multiple emails but received no reply. I also contacted them on chat multiple times but they informed me that it can only be closed via email. My disputed amount is the difference after profit/loss after the original closure request date which I believe to be a fair settlement but ultimately I really want my account closed.

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Dear martino938918xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

I checked the situation and could not find a specific Responsible Gambling policy section on the casino website. According to the general self-exclusion guidelines, have you clearly informed the casino about your gambling problem?

• Could you please forward the account closure requests you sent to the casino support team at support@betnjet.com? My email address is petra.h@casino.guru.
• Could you also confirm whether you are still able to log in to your account?

Thank you very much in advance for your cooperation.

Best regards,

Petra

Thanks Petra - I've now emailed this information over. I am also still able to log into the account unfortunately.

Dear martino938918

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear martino938918,

I am sorry to hear about your problem with BetNjet Casino.

I will now try to contact a BetNjet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a BetNjet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks Igor. I have contacted the company via email again but still with no reply unfortunately. Just really want this account closed 🙁

Dear martino938918,

I have repeatedly tried to contact BetNjet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor