Betzard Casino - Player’s account remains open despite closure request.

I deposited multiple times. Won a nice amount of money. 11000 euro. I send my documents to verify myself. Send them multiple e-mails asking if they can verify my profile so i can withdraw the money. They did not respond at anything, neither live chat. Unfortanetly i gambled all the money away because they did not verify or responded to my e-mails. When o gambled everything away i asked them to close my account because of an addiciton. They never responded. My account is still open. They dont respond to anything. I can still deposit. Now i want a refund and the 11000 euro.

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Dear Sienna,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betzard Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Hi Katarina,

on 8 oktober i deposited for the last time.

on 29 of september i asked them to close my account. I send them e-mail and also via livechat. On livechat there is nobody that you can speak to. They say that you Will be notified by e-mail which never happend.

i e-mailed you the screenshots that i have.

thank you in advance

Dear Sienna,

Thank you for you reply.

I would recommend that you send another request, but this time, include me in the copy of your email.

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 due to gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Betzard 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 send another email to casino email [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

Thank you very much in advance for your reply.

Best regards,

Katarina

Dear Sienna,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru