BetNjet Casino - Player’s self-exclusion request is delayed.

Estoy experimentando graves problemas con este casino. No me quieren hacer una autoexlusión definitiva por problemas graves de ludopatía. Llevo esperando casi una semana y a sabiendas de los problemas de adicción al juego no me cierran la cuenta, solo me ponen mensajes genéricos por el chat y no contestan a los correos electrónicos . De hecho tengo el juego prohibido en mi país, España y lo saben-

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you received any response from the casino to the email you sent on July 6?

When was the last time you communicated with customer support regarding your self-exclusion request?

How many emails did you send to the casino requesting to be self-excluded? Please forward me the original emails you sent (not just screenshots), along with the casino's responses, at veronika.f@casino.guru.

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

No me contestan los correos y son conscientes. Ya le he envié por esta vía los correos y las capturas donde hablo con ellos por el chat. He hablado con ellos a través del chat mínimo 20 veces y solo me dan respuestas genéricas. Si necesita que le envie lo mismo que envié por aquí al correo hágamelo saber. un saludo y muchas gracias.

Dear gasol,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 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/) on 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 set up the password in your stead. Also, I would advise blocking 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,

Veronika

Casino Guru