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

Dear Casino Guru,

I would like to file an official complaint against betOranje casino. https://play.betoranje1.com/

I have clearly requested multiple times that my account be permanently closed due to responsible gambling / self-exclusion. Despite my repeated requests, the casino continues to refuse to permanently block or close my account.

This is a very serious matter for me because I explicitly stated that I no longer want access to my account. Failing to carry out a permanent closure request goes against responsible gambling policies and the duty of care that a casino should have.

I have proof in the form of emails and messages showing that I requested permanent closure several times. However, my account remains active or has been reopened.

I kindly request Casino Guru to investigate this complaint and hold PlaybetOranje accountable for not complying with my request f

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Terms and Conditions and this is what I have found:

Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain to you all the future steps and what is needed from you.

email: support@betoranje.com

Please keep in mind that Self-exclusion is permanent for the set time span and will not be undone for your own protection.

During Self-Exclusion, you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Dear Mgur79,

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.

Dear Mgur79,

Thank you for your reply. Could you please forward your self-exclusion request along with any additional correspondence with the casino, directly to my email? You can reach me at attila.g@casino.guru.

Thank you for your patience and cooperation.

Dear Mgur79,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mgur79,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila