DirectionBet Casino - Player’s account closure request is ignored.

I signed up to a account with these guys played for a couple of days didn’t like the site so went on live chat asked them please close my account they said why so I told them I had making issues because I know on live chat they have to close it immediately when you say that🤷‍♂️But they told me then I would have to email them they gave me a email I have since emailed several times without any response I’ve bean back on live chat begging them they gave me another email when I sent a email to that address it came up as a fake address I have a lot of emails and live chats saved from my time with these scammers they will not respond via email will not do as I have asked on live chat it’s impossible to close the account 4 months later still no reply and the account is still open don’t know what to do don’t know how this is allowed ?

Dear Bowfinger22, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]. 

Please note that there is a typo in the email address shown in the screenshot you provided with your complaint. The correct email address is [email protected]

Best regards, 

Veronika

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.

Thanks Veronica I emailed you some files directionbet is a scam I’d advise anyone not to go near the site .

Thank you very much, Bowfinger22, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Bowfinger22,

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,

After the player sent their request to the designated e-mail address, they were asked by our dedicated team to provide the relevant documents to verify their identity as per our standard procedure. The player refused to provide the required documents making it difficult for our team to proceed further.

Please note that their account is currently inactive.

Regards,

DirectionBet Casino

Ha good one ye want bank details and passport photos and prove of address to exclude the account but yet ye did not ask this when I was depositing I emailed ye over and over saying about gambling issues and please exclude the account when a player says this ye should immediately do this and ye continued to allow me to access the account and deposit even do I begged ye there is 1 reply is all I got asking me for personal information why would I send that information to exclude a account it’s a joke and would never happen any where else bank details passport photos to exclude from the site it’s in heard of your site is a scam I have asked ye over and over to exclude me and refuse to send them details to a site I don’t trust ye have no gambling tool on your website your online chat will not do as I asked and either will ye scam site stay clear .

And why didn’t yereply to any of the emails I sent took he 6 days to reply here fraud site stay clear exclude me from the site for the 100th time I will not send a fraud site them details to do this .

Dear Bowfinger22,

Please know that it is an industry-standard for the casinos to ask for KYC documents during the self-exclusion procedure. This serves as an additional security measure, so the identities of players who self-exclude themselves are saved in the casino's system, which makes it easier for the casinos to identify said players if they ever try to create another account. That why it is recommended to complete the KYC procedure during the self-exclusion process. Failure to do so might prolong the whole process unnecessarily.

Dear DirectionBet Casino,

Can you give me a clear timeframe as to when did you receive a properly formatted self-exclusion request, and also when did you close the player's account?

Well I’ve never bean asked that before on any casino and even when I told them about gambling issues they still allow you to deposit so please don’t try and say that is okay ?And the problem is that ithat is the only email they sent and when I responded to that email I got no reply to explain what you just said 🤷‍♂️I’ve send a lot of emails and only received one email back begged them on live chat and they never stated any of this just told me to email a address which I did and got one response why would I send them details to a casino that doesn’t respond to emails I have sent? They can not be trusted .

Dear Michal,

The player submitted a properly formatted request on 11/10/2024 and was subsequently asked to provide the relevant documents to verify their identity, which they refused to send.

At a later stage, their account was closed due to a matter unrelated to the current one.

Regards,

DirectionBet Casino

Scammers that’s all ye are ye only closed the account when ye where contacted by casino guru ye where repeatedly asked and only responded to one email and looking at other complaints I’m not the only one ye have done this to stay clear of these scammers .

Dear Bowfinger22,

Since I did not get a reply from the casino, can you tell me when exactly did you receive a confirmation about the closure of your account?

I don’t receive a email but when I try to log in it’ll says account closed there a disaster won’t do anything on live chat tell you to send emails which they never reply to stay clear from the site it’s a scam site 100% I’ve seen the same with players trying to withdraw they don’t reply .

I didn’t

And I refuse to send them that documentation when they don’t reply to emails they can not be trusted with the info I will send to you but not them .

And I emailed them on the 9th of October and it took them till the 21st of October to email back and then they ask me for all my info why on earth would I send them anything when it took them so long to reply and that is the only reply I’ve got from all the emails I have sent

Dear Michal,

Requesting the documentation the player's is complaining about is an important part of the standard procedure in order to verify the player's identity. Without the full cooperation on player's part it is difficult for the dedicated team to handle their request appropriately.

Regards,

DirectionBet Casino

Good riddens to ye scam casino takes ye 6-7 days to reply to this just shows what it’s like for a member on your scam site to get a reply they don’t ye shouldn’t be allowed to have a web site because ye are scammers and I hope people see this and don’t go any where near ye or yer sister sites good bye frauds.not one gambling tool on your site and asked to email ye to get a deposit limit even and when people email ye do not reply .

Dear Bowfinger22,

Can you confirm for me when exactly did you make deposits after your self-exclusion request?

Dear DirectionBet Casino,

I understand that completing the KYC (Know Your Customer) process is an essential requirement for maintaining regulatory compliance. However, I would like to address what I perceive as insufficient protective measures in situations where a player requests self-exclusion due to a gambling problem.

When such a request is made, it is crucial for the casino to act promptly. While immediate suspension of the account may not always be feasible, protective measures should be implemented without undue delay. The presence of an unverified account or a pending withdrawal should not hinder the self-exclusion process. Ensuring that the player cannot continue to deposit funds, access pending withdrawals, or lose their active balance is paramount.

It is reasonable to complete KYC verification after the suspension of account activities. However, the self-exclusion process itself should not be contingent on KYC completion. Maintaining records of players who request self-exclusion but have not yet completed KYC would be a prudent step for future reference.

To summarize, the self-exclusion process should prioritize the protection of the player. After the casino acknowledges a self-exclusion request, the following steps should be taken:

• Restrict Account Functions: Limit the player's ability to deposit and wager funds immediately.
• Complete KYC After Restriction: Address the KYC requirements after ensuring that the player's gambling activity has been halted.
• Resolve Refunds Post-KYC: If the player is entitled to refunds, these matters can be addressed once the KYC process is finalized.

This approach balances the needs of both parties. The player receives timely protection, and the casino ensures compliance through the completion of KYC procedures. I hope this feedback helps improve your processes and better serves players in need of support. Could you provide me with additional information? Namely, when exactly did you contact the player regarding the required documents?

The 1st email I sent was October the 5th and again on the 6th and the 9th 10th and so on didn’t didn’t reply till 21st and I replied back to them on the 21st and they have never emailed me since🤷‍♂️And continued to allow me to deposit I blocked them twice with my bank and I could still deposit a 3rd time one of the deposits came tru as 18bet and the 3rd came tru as some South African company and I blocked that also I have all the emails and deposit statements the site is a scam 100%

So when I was depositing even after I begged them to exclude the account by email by live chat:: I even asked for a deposit limit which they wouldn’t do I tried blocking them which was impossible to on my bank because they always have another way to deposit::: On my statement you have 1bet- 18bet- gamegear hub Nigeria- Arzella that’s 4 different ones on statements and I’m sure there is plenty more 100s of euros even do they where begged on live chat and emailed to exclude or put a deposit limit they wouldn’t do anything there a disgrace I never had that issue on any site before it’s unheard of on my side.

Lies.

Dear Michal,

The dedicated team contacted the player on 21/10/2024. Please note that due to the fact that each request is reviewed manually and the high volumes of requests technical time is needed for the specialized team to process them.

Regards,

DirectionBet Casino

16 days to be exact 🤣 illegal site with no responsible gambling tools a 16 day waiting time to get a email response and then they want you to send documentation to exclude 🤷‍♂️and then you probably have to wait another 16 days while they continue to allow a player with gambling problems to deposit and use the site and then if there was a issue with the documents they probable still would not exclude you.One reply I received from 20+ emails these guys should not be allowed to have a gambling licence.

This site needs to be held accountable it’s a fraudulent site.

Dear DirectionBet Casino,

Can you tell me what was the reason for the closure of the player's account, as you have mentioned it was closed due to an unrelated matter?

Dear Michal,

The player's account was closed due to inappropriate language, threats, and refusal to provide the required documents to verify their identity.

Please note that, despite the support team's efforts to assist and guide the player on what needed to be done, they received nothing but threats, insults, and a lack of cooperation

Regards,

DirectionBet Casino

I done everything asked email after email without reply’s stop making excuses ye only closed my account when I came on this my account was only closed when I came on casino guru and they messaged ye ?like I said I have all the emails I sent begging ye when ye did not reply I got annoyed and said somethings because ye where not doing as I asked or replying to my emails .

Please show them the date ye closed the account it was a long time after I sent the last email or had any contact with ye it was just after I posted on casino guru now stop lien .

They have no gambling tools on there site and when you want a gambling limit or a restriction on you account they don’t reply to your emails and it takes them nearly 3 weeks then to ask you to send documentation to put a limit on your account how is this okay it’s not okay ??????On live chat they will do noting but tell you email them which they do not reply to like I said I have the screenshots and emails to prove this directionbet is a scam and should not be allowed to do this.

Dear DirectionBet Casino,

As I mentioned in my previous responses, we at Casino Guru firmly believe that an incomplete KYC process should not be a reason to delay restricting a player's account. I will not reiterate my reasoning on this matter.

The six-working-day delay before contacting the player regarding the required documents is, in our view, excessive. Considering a reasonable timeframe for the casino to process a self-exclusion request—at least to the extent of limiting the player's account functions—we believe the player is entitled to a refund of all deposits made on the 17th of October onward.

Please confirm whether we have accurately understood all the information provided and let us know how you wish to proceed in this case.o how you wish to proceed in this case.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for all your help michal 👍It’s great to show I was right about the casino they don’t even reply to you imagine what it’s like bean a costumer on one of there sites at least ye can see now 🤷‍♂️🤣 and I hope this helps to keep people away from signing up to any of there sites thanks for your help your brilliant 👍

Dear Michal,

Please allow us more time. We are in direct communication with the player to resolve the matter.

Regards,

DirectionBet Casino

Please, everyone, keep me in the loop with any and all updates.

Hi Michal so directionbet emailed me with an offer!!!!I wasn’t happy with the 1st but was with the 2nd so I’m just waiting now on a reply from them and to see if they follow true!!!!I can forward on them if you would like?

Dear Michal,

We need more time. Once we have more information we will update you.

Regards,

DirectionBet Casino

Dear Michal,

After an internal discussion, we decided to refund the player. The funds were processed on our end and should be in the player's account soon, if not already.

Regards,

DirectionBet Casino

Dear Bowfinger22,

Can you also confirm for us here that you have received your refund?

Yes Michal refund received thanks for all your help 👍👍

Dear Bowfinger22,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru