BetNjet Casino - Player’s account remains open despite closure request.

On 30/03/2026, i sent my first email to Betnjet casino, asking them to delete my account as i am a gambling addict.

since then, i have sent 28 further emails, done multiple live chats, and my account is still open. From 30/03/2026, to today (15/04/2026) i have deposited £3590.

i have asked time and time again, i have told them im suicidal, and they have still kept my account open.

i have many more files but can only upload 5.

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Dear Mollyjanex,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re experiencing.

To better understand what happened and to assess how we can proceed with this case, I kindly need to ask you for a few clarifications:

• You mentioned that you already sent a self-exclusion request to the casino. Could you please forward the original email you sent to the casino (not a screenshot, but the forwarded email including headers and timestamps)?
• Please let us know which email address you sent your self-exclusion request to, and where you found or obtained this contact address (for example, on the casino’s website, in live chat, or in previous email communication).
• If you received any reply from the casino regarding your self-exclusion request, please forward that communication as well.
• Do you currently still have access to your casino account, or has it been restricted in any way?

You may forward any relevant communication directly to jean.s@casino.guru, which will help us review the matter more thoroughly.

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Jean

Hi Jean,

I will forward all the information to you now.

I got given the contact email when I spoke to them via live chat, however have never received a response.

my account is still open

Dear Mollyjanex,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Jean

Thank you 🙂

Dear Mollyjanex,

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

Just to let you know as well - I also have pending withdrawals with them too so I’d like to make sure I get them 🙂

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.

Dear Mollyjanex,

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