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

Salve, vi scrivo questo reclamo perché è veramente scandaloso che dopo 2 mesi nonostante ho inviato più volte l’email a questo casinó online con la richiesta di chiusura del mio account a causa dalla mia grave dipendenza dal gioco d’azzardo e il mio account oggi è ancora aperto!!!🤬🤬🤬 Anche in chat più volte ho ripetuto più volte il mio problema all’operatore spiegando della mia grave situazione psicologica ma mi hanno sempre detto di avere pazienza perché la mia email verrà trattata quanto prima!!! Ma la situazione è andata avanti da 2 mesi circa e il mio account è ancora aperto!🤬🤬🤬 questi scherzano con la salute mentale delle persone!🤬🤬🤬 Fanno schifo!!!🤬🤬🤬

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with BetNjet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Ciao.. come già vi ho scritto primo ho inviato e-mail più volte al casinó con la richiesta di chiusura conto gioco.. ma senza nessuna risposta.. e lo stesso anche moltissime volte ho parlato con operatore in chat chiedendo la chiusura del mio account per problemi di dipendenza dal gioco d’azzardo.. e in chat mi rispondevano ogni volta che dovevo aspettare🤬🤬🤬

Thank you for your reply. Could you please forward your self-exclusion request? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Salve Attila! Le inoltrato al suo indirizzo e-mail la mia richiesta di auto esclusione inviata al casinó Betnjet

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, Matej (matej.l@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,

Attila

Hello Ragmn82, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of BetNjet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Ciao Matej! Purtroppo e sbadatamente quell’e-mail della mia autoesclusione non me la ritrovo più. Ma l’ho inviata al tuo collega Attila

Hello Ragmn82, thank you for letting me know. If the casino responds, I will use that as a referencing point.

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 Ragmn82,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej