Betovo Casino - Player’s account cannot be closed.

Mi problema se debe a que yo me puse en contacto con betovo y un hombre que me habla pos WhatsApp por ser VIP de esta página, me puse en contacto porque le dije que tenía un problema con el juego que me cerrara la cuenta pero en vez de ayudarme y cerrarla me dio un bono, yo desde la pagina no puedo cerrar la cuenta y ahora solo tengo ganas de morir y además literalmente he arruinado mi vida con esto.

Dear rickysamaniego,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

3. If you wish to be self-excluded from our Website, you should request it by contacting our Customer Support. Self-exclusion will prevent you from using your Player Account for indefinite period. We will close your account and refund all the remaining balance on your account. You will not be contacted by us with any offers and promotions. You will not be able to reopen your Player Account.

Do I understand correctly that you still have access to your casino account? Have you tried requesting self-exclusion following the instructions in the Responsible Gambling section?

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,

Kristina

Hola kristina gracias por la contestación pero al final si he podido cerrarla, lo que me gustaría saber si yo puedo denunciarlos por ese hecho que os he contado anteriormente, más que nada porque me parece de ser gente mala y aprovechada

Thank you for your reply, rickysamaniego. I am afraid that since you initially didn't request the self-exclusion following the casino's instructions listed in the responsible gambling section, and your account has been closed, we cannot proceed with this case as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.