BetNjet Casino - Player's self-exclusion request is ignored.

hello

i asked them on 14/05 to block the casino because i'm addicted and they don't answer or block and the chat support just says to send an email and to this day they don't answer. I email them every day, can you help me file a complaint with the regulator?

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Dear 619619111,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the full, uncropped account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear 619619111,

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.

Casino never replied; I sent account deletion requests to their email address

Thank you for your email and for your patience while I was away from the office.

Have you tried contacting the casino through other communication channels after your emails went unanswered, such as live chat or any other available support options?

Have you made sure that you were contacting the casino using the correct email address?

Has the casino ever responded to any of your emails, regardless of whether they were related to self-exclusion or another matter?

I've tried contacting everyone at support; they say they'll get in touch with the teams, but it's been 45 days and no one has responded. Can you talk to them? I want the account blocked.

The email is correct—everything is correct—but they're just ignoring my request

Dear 619619111

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, Munya (munya.s@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,

Veronika

Dear 619619111,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from BetNjet Casino to join this conversation and assist in addressing the complaint.

Dear BetNjet Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

619619111

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry I could not be of more help on this occasion.

Best regards,

Munya Shumba