Bets.io Casino - Player’s account closure request has been ignored.

Voici la traduction anglaise du texte que nous avions préparé pour Casino Guru :

This complaint primarily concerns Bets.io's failure to comply with my repeated account closure requests and the consequences that resulted from that failure.

In March, I contacted Bets.io on several occasions to request the permanent closure of my account. My intention was clear: I wanted to stop gambling and end my activity on the platform.

Instead of processing my closure request, the casino continued to keep me active by offering various incentives such as bonuses, cashback offers, promotions, and other rewards linked to my VIP status. At no point was my account closure request effectively implemented.

As a result of these ignored requests, I continued gambling on the platform. During the following two months, I deposited and lost more than €10,000. To this day, my account remains open and active, and I still retain my Gold/VIP status.

As a player who was specifically trying to stop gambling, I believe these practices are inconsistent with the fundamental principles of responsible gambling. When a player explicitly requests the closure of their account, the priority should be to protect that player and implement the request as quickly as possible, rather than offering incentives designed to prolong gambling activity.

Furthermore, while my account remained open despite my repeated closure requests, a major dispute later arose involving a VIP promotional wheel reserved for loyalty program members. This wheel offers rewards based on a player's activity, VIP level, wagering volume, and deposits made on the platform.

During a session that was recorded on video, the wheel displayed a prize of 3 BTC. This prize was never credited or acknowledged by the casino, which led to a separate dispute.

I believe it is important to note that this event could never have occurred if my account closure requests made in March had been respected. My account would have been closed, and I would no longer have had access to this VIP promotional wheel.

I therefore respectfully ask Casino Guru to review all communications between Bets.io and myself, including my account closure requests, the responses I received, the promotional offers that followed, the fact that my account remained active, and the financial and practical consequences that resulted.

In my opinion, this matter now goes beyond a simple dispute regarding a prize and also raises serious questions regarding compliance with responsible gambling obligations.

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Dear Arnaud;

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).

Please allow me to ask you further questions:

• Have you asked the casino for a refund of the lost funds already? What response have you received?
• Have you unsubscribed from the casino's marketing communication? (ads, newsletters)
• Could you please forward the casino's responses to me for review? You can send them to me at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

Dear Tomas,

Thank you for taking my case. To clarify the situation right away: my request was indeed a formal Self-Exclusion due to gambling issues, which I explicitly stated to my VIP manager, Andrew. I was playing heavily and wanted to stop completely. Instead of protecting me and blocking the account, he and the support used psychological retention tactics to keep me on the platform.

To answer your questions precisely:

Have I asked for a refund? Not directly to the casino's support yet, as my VIP manager has been ghosting me for the past 6 days. I am currently focusing on addressing the breakdown of their internal responsible gambling procedures.

Marketing communication: I never subscribed to any marketing, newsletters, or ads. However, every time I explicitly asked to close my account, the casino refused to do it immediately. They told me to "wait and think about it" while simultaneously injecting promotional bonuses directly into my account. This vicious cycle completely bypassed my decision to stop, triggered temptation, and forced me into a loop where I ended up depositing even more money right after. They deliberately exploited my high volume of play instead of enforcing my self-exclusion.

I am now forwarding the complete email history, screenshots of these automated bonuses, and the full timeline to your email address (tomas@casino.guru).

Best regards,

Arnaud

Thanks for your replies and information shared via email.

If your account is not yet closed, I recommend that you send a self-exclusion request via email at support@bets.io and separately to your VIP manager. You may include me in the copy of your request at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Bets.io Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please let me know about the result.

The email has been sent, and I have copied you on it. (Andrew support vip and support )

It is yet another request for account closure, but since you have been copied, there may finally be a chance of getting a response.

Kind regards,

Thanks for your cooperation.

Did you receive any response regarding your request for a refund since last Wednesday?

Please let me know.

No, they stated that I had accepted the bonuses offered afterwards and that they were unaware of my issues at the time.

I am sending you the relevant documents privately for your review.

I look forward to your feedback.

Thanks for your patience.

I went over the communication you shared with me.

You wrote:

Thank you for taking my case. To clarify the situation right away: my request was indeed a formal Self-Exclusion due to gambling issues, which I explicitly stated to my VIP manager, Andrew.

After reviewing the screenshots of your communication with your VIP manager, I didn't notice any disclosure of gambling issues to the casino prior to June 10th. If there is any relevant communication or if I overlooked information, please let me know.

Dear Tomas,

Thank you for your feedback. I believe there is an important misunderstanding regarding the evidence, which is why I have just sent you a full timeline along with all the relevant screenshots privately so you can review them in detail.

The documents show that I repeatedly requested the closure of my account a significant number of times over a two-month period—explicitly invoking European regulations, asking to close for personal reasons in April, and requesting a formal 5-year Self-Exclusion on May 3rd. The casino systematically refused to comply and instead kept pushing bonuses to make me deposit.

I trust that this clear timeline and the files sent to you privately will prove the casino's liability well before June 10th. Thank you for your review.

Kind regards,

Thanks for your reply.

From our perspective, account closure requests without any disclosure of gambling issues are not a sufficient signal for player protection. By continuing to play, you are responsible for any subsequent gameplay. We are unable to conclude that the casino should have protected you based on the evidence you provided. We recommend that you request self-exclusion due to gambling issues in online casinos where you have an open account to protect yourself. Feel free to use the template above and modify it for every online casino where you wish to be protected. For more resources on how to limit your exposure to gambling and other tools, check our responsible gambling guide here:

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

I requested a 5-year self-exclusion. Are you suggesting that a self-exclusion request is not a legitimate signal for responsible gambling?

​At that specific moment, the casino stated they took note of my request, but instead of closing the account, they returned with a bonus offer. I explicitly used the term 'self-exclusion