Betonblack Casino - Player’s account has been reopened despite self-exclusion.

Severe and continuous Responsible Gambling breaches: Irrevocable permanent self-exclusion broken, predatory VIP targeting, and illegal account reopening by Betonblack.

Hello,

I am filing an urgent complaint against Betonblack Casino for multiple, systematic breaches of Responsible Gambling policies, deception, and failure of Duty of Care toward a self-declared addicted player [Casino Guru].

Here is the exact timeline of events:

January 24th: I requested permanent self-exclusion due to a severe gambling addiction [Casino Guru]. The casino refused to close the account and pressured me into setting a €20 deposit limit instead. Three days later, I requested permanent closure again. The casino forced a temporary 3-month block, stating it would reopen automatically.

May (The turning point): After the 3 months, the casino actively triggered a severe relapse by sending me predatory marketing promotions for "freebets." I gambled again and requested permanent self-exclusion for the third time. The casino ignored the permanent request, blocked the account for only 60 days, and added bureaucratic obstacles to prevent a definitive closure [Casino Guru].

Subsequent Request: After the 60 days expired, I requested permanent exclusion for the fourth time. The casino forced another 3-month block but explicitly confirmed via email that this was now a permanent, irrevocable self-exclusion and that I would be left alone. However, during this block, they kept harassing me with SMS and emails offering freebets and bonuses [Casino Guru].

Recent Breach: On September 8th, while the account was supposedly under a permanent ban and before even 2 months of the 3-month period had passed, I suffered another relapse due to their marketing and asked to reopen the account. Despite their written confirmation that my exclusion was permanent, the casino immediately accepted my request and reopened the account [Casino Guru].

To make matters worse, my account remains active, and they have recently informed me that I became a VIP Member, offering me even more bonuses to exploit my addiction and encourage further losses [Casino Guru].

The casino has systematically acted in bad faith, broken its own written agreements, and used predatory marketing to exploit my vulnerability since they induced my first relapse in May. Therefore, I demand a full refund of all deposits made from May onwards.

I have attached all the emails proving the chronological sequence, their confirmation of the permanent ban, the promotional messages received during the ban, and my deposit history since May [Casino Guru].

Thank you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the complete correspondence concerning each of your self-exclusion requests, particularly the casino’s confirmation that your exclusion was permanent and the messages concerning the reopening of your account on September 8? Please send the original emails in .eml or .msg format, if available, and complete chat transcripts. My email address is veronika.f@casino.guru.
• Does the €2,300 you are requesting represent deposits lost while playing casino games, sports betting, or both? Please provide your deposit and betting history from May onward, showing the dates and amounts involved.
• Is your account still open? If so, have you asked the casino to close it permanently again, and what was its response?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika