DirectionBet Casino - Player requests refund after account self-exclusion.

I submitted a request for self-exclusion through chat first and immediately afterward via email to block my gaming account due to gambling addiction. This was on December 11.

I am requesting the casino to refund me the 550 euros that I played yesterday, December 17. Thank you.

Dear Enjoy1984,

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

3.22.1. The customer acknowledges, agrees and accepts that the Operator shall temporarily suspend access to his/her Account or terminate it altogether, within ten business days, deemed Monday through Friday, excluding public holidays ("Business Days") of receiving a properly formatted request to Self-Exclude in connection with customer’s declaration that he/she may be experiencing problematic gambling behavior. ("Self-Exclusion Request")

3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s request.

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from directionbet.com, he/she needs to contact us on the following email address: [email protected]

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

Do I understand correctly that your account has not been closed? Have you received any reply to your self-exclusion request?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have not had any response from the casino, the account is still open and it is possible to deposit. Thanks

I got a response now that they have closed now.

Thank you very much for your reply, Enjoy1984. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you informed the casino about your gambling problem on December 11, and your account was closed on December 18?
• Could you please clarify if you managed to deposit more money between these two dates?
• Have you requested a refund from the casino?

Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

yes exactly what you say.

The only money deposited was on December 17th for an amount of 550 euros.

I did not ask for a refund from the casino.

Thank you very much, Enjoy1984, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Enjoy1984,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear DirectionBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

As mentioned by the player, he had sent his self-exclusion request to our designated e-mail address on December 11th. 

Please be aware that some technical time is required for these queries to be handled, and after the player's request was carefully reviewed by our relevant department, it was processed on December 18th, which fully aligns with our Terms & Conditions. 

The player also received confirmation regarding this, and the account will stay closed, as per his wishes.

We hope this brings clarity regarding the above matter.

Kind Regards,

DirectionBet Casino

Dear DirectionBet Casino,

I acknowledge that processing self-exclusion requests requires a certain timeframe due to the need for manual handling. However, from the player's perspective, having their account remain active until the fifth business day can feel excessively long. This concern is heightened by the fact that the player proceeded to make a deposit on the fourth business day following the submission of their self-exclusion request.

I strongly believe that self-exclusion requests should be addressed with urgency to ensure that players vulnerable to gambling addiction receive timely protection from potential harm. Given the circumstances outlined, I believe that the player's deposit from December 17th be refunded.

Could you kindly advise on how you wish to proceed with this matter? Can you refund the player so the complaint can be closed in our system as resolved?

The casino refunded my deposits in the amount of 558 euros. Thank you very much for your support.

Dear Enjoy1984,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru