Betsio Casino - Player's account issue arises from self-exclusion.

Betsio allowed me to deposit knowing I have previously been self excluded from accessing the site. I believe they had a duty to not allow me to partake in using the service due to my circumstances

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Dear colduffy91,

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).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino before you were self-excluded, along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear colduffy91,

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.

I am on Gamstop and I believe betsio targeted me as a being vulnerable in terms of my gambling. When I told them about my issues and about my spending the then blocked my account and stoped me from accessing the site/being able to talk with them about it. I shall send what correspondence I have to your email address so you can get a better picture. Thankyou

Please note that Betsio Casino does not operate under a UKGC license and therefore does not have access to the GAMSTOP register of self-excluded players.

If the casino was not informed about your gambling addiction and no self-exclusion request was submitted before your balance was lost through regular gameplay, unfortunately, we will not be able to assist in this case as a responsible gambling breach.

However, if you have any communication with the casino that could support our investigation, please forward it to me at [email protected]. So far, I have not received any messages from you.

Dear colduffy91,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.