The player from Spain is struggling to self-exclude from the casino, despite having a severe gambling addiction and having waited nearly a week for his request to be processed. The casino continues to keep his account open, sends only generic responses, and does not reply to his emails, despite being aware that gambling is prohibited in his country.
BetNjet Casino - Player’s self-exclusion request is delayed.
Opened
Current status
Waiting for Casino Guru to reply
6d 22h 57m 26s
BetNjet Casino
Safety Index 4.4 LowCase summary
Discussion
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5 hours ago
Translation
I'm experiencing serious problems with this casino. They refuse to permanently self-exclude me despite my severe gambling addiction. I've been waiting for almost a week, and even though they know about my gambling problem, they haven't closed my account. They only send generic messages via chat and don't reply to emails. In fact, gambling is prohibited in my country, Spain, and they know it.
Automatic translation:
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1 hour ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 hour ago
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
