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