Dexterbet Casino - Player's account was reopened.

A few months ago I registered at Dexterbet (December 2, 2022), as I am addicted to the game, that same day I established a 1-year self-exclusion in my account.

Yesterday, I requested to reopen my account and without asking any questions, they reactivated my account and I deposited 100 euros.

I have contacted the casino and I have explained what happened but they do not answer me.

Dear juliobit8,

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

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

Could you please explain what was the reason you gave to the casino in order to block your account on December 2022? Could you please send the original request for self-exclusion and any relevant communication between you and the casino to my email at tomas@casino.guru?

Have you requested a self-exclusion in the casino again? Is your casino account open?

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,

Tomas

In December, I applied for self-exclusion due to my gambling addiction via chat and was told that I could do it myself on my account.

I did what they indicated and established a one-year self-exclusion (the maximum they allowed me).

On Sunday I requested the reopening and they opened the account without asking me a question.

I have self-excluded myself on the account again.

I don't have the original self-exclusion request as it was through chat.

The casino also does not send a self-exclusion confirmation email.

Dear,

Thank you for your fast reply. Now I can confirm that I found an account with that username and email.

We are very sorry about your situation and we warmly invite you to check the following website: www.begambleaware.org

I can see that you registered in our casino on December 2nd. But we never receive an email from you that you have gambling problems.

As I can see in our system you never deactivated your account, you just Freeze your account on some days. 

The email that you telling us that you have gambling problems we received 3 days ago, and your account is deactivated from the day you have send your email with no possibility to reopen your account again.

If you have any additional questions feel free to contact us at any time.

______________________________________________________________________________________________________

Dear Thomas,

If you need a proof we can share that information with you privately because they are confidential (sensitive information) we cannot share it here.

Best Regards,

Dexterbet Team 

The problem is that I never sent an email, in both cases I requested it through the chat and I have no way of proving it because you don't send a confirmation email.

Unfortunately, the case is pending the evidence that the casino wants to provide and its honor.

Dear player,

Please check our Self - Exclusion policy https://www.dexterbet.com/en/info/self-exclusion-policy

Best Regards,

Dexterbet Team

Thanks to both parties for their reply.

Dear Dexterbet Casino representative,

Please forward the evidence you were referring to my email at tomas@casino.guru for review.

I'll await your reply.

Hello Tomas,

Ok, no problem.

Best Regards

Dear juliobit8,

after I spoke to the casino representative I learned that in the casino account, there was a possibility to self-exclude your account permanently in addition to the option to freeze your account and the option to set a deposit limit.

Since you chose the option to only temporarily freeze your account, it was possible for you to request the reopening of your account.

I was also presented with the information you only mentioned your gambling problems via email on June 18th 2023 after which your account was permanently deactivated.

I am sorry but under these circumstances, we won't be able to help with your request for a refund. Please let me know if there is any information I overlooked otherwise I'll close the complaint.

My intention from the beginning, with the problems I have with the game, was to close the account permanently.

I guess I confused the terminology. Thank you anyway.

All the best.

I am sorry for the situation you are facing.

Due to the aforementioned reasons, I'll reject the complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.