Dexterbet Casino - Player's self-exclusion request has not been honored.

I informed this casino that I wanted to close my account permanently without the possibility of reopening it due to gambling addiction. At the time I try to see if they comply and they ask me to send them an email writing that I have no addiction, so I do it and they reopen it for me To my great surprise, they continue to let me deposit and play. I have all the evidence. They reopen accounts to clients who have requested permanent closure.

Dear Vicente2013,

Thank you very much for submitting this complaint. I’m sorry to hear about your problem.

Could you please specify when did you request your account to be permanently closed due to a gambling addiction?

Could you also please specify when exactly did you ask customer support to re-open the account for you?

Do I understand correctly that you sent the casino an email stating you were no longer addicted so that your account would be opened again?

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

On Thursday, July 6 at 6:30 p.m. I request the permanent closure without the possibility of reopening it on July 6 at 10:00 p.m. They tell me that by sending them a message that I am not an addict, they will reopen it for me, so I do it and they continue to let me deposit and betting I am very bad and now with my same data they reopen an account today all this is very unfortunate and I am going to take action thank you very much.

Could you please forward the communication between you and the casino regarding your self-exclusion and the subsequent re-opening of your account to veronika.l@casino.guru? Thank you.

Look, Dexterbet.com has all the data, if you don't want to tell the truth, it's your problem, I have all the screenshots and I'm not going to waste any more time with that, I'm going to report you and you know perfectly well that they reopened my account knowing my problems with the addiction and today they have opened an account again with my data knowing of my problem fair play nothing I do not recommend it to players with problems they open their accounts knowing of their addiction to gambling.

And they keep opening an account and letting me deposit and play knowing that I am addicted to gambling open an account at dexterbet.com gamblers is perfect for gambling addicts they do not respect anything and they let them play even if they are told they are addicted to gambling it has happened to me but I will take this problem as far as it takes by the way if anyone wants I have all the screenshots up to today playing 07-08-2023.

Please do not play in this casino when you have problems they block the chats and do not respond to anything and they are addicted to the game they ignore your problem.

Dear Vicente, 

We are very sorry about your negative experience with Dexterbet. First, I want to apologise for the situation that happens. 

From what I can see in our system, you have never sent us an email that you are Gambling Addicted. (if you have, please share with us) Also, I want to inform you that if you don't want to send us an email, there is another option on our website where you can close your account permanently by yourself (Self-Exclusion Policy), but when players request that from us by email, we close their account with no possibility to reopen. 

Please read our Terms and Condition. 

Closing your Account

You are entitled to close your account at any time by sending an email to or doing so in My Profile. We will endeavour to respond within a reasonable time. You are responsible for all activity on your account until such closure has been acknowledged and affected by us.

Our system cannot be automatic regarding your duplicate accounts. Everything is manual, and when we notice that you have multiplay accounts, we are going to close or block them; please read our Terms and Condition:

It is the players' responsibility to read our terms and conditions.

You are allowed to have only one account. If you attempt to open more than one account, all your accounts may be blocked or closed. You are not allowed to sell, transfer or acquire an account with us from any other user. We reserve the right to close any accounts traced to the same address, IP address or computer or suspected of having been transferred between users and freeze any winnings on those accounts. If we have deposited any bonuses, winnings or other funds into a duplicate account, we reserve the right to remove such funds.

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Hey Veronika,

If you have any additional questions, please feel free to ask me.

What you are saying is very serious and very strong. I closed the account due to addiction and they reopened it with an email that they asked me to. I have everything to report and you also please do not deposit in this casino they deceive you.

I have everything prepared for a complaint I have all the screenshots and you ruin the lives of your players and you also have everything since I asked you to permanently close it without the possibility of reopening it and you do not answer any email that is all the reality that I am going to expose everywhere and I don't care they have completely ruined my life.

On July 7, after having asked them to close my account permanently and without the possibility of reopening it through chats, on July 6, as I have already sent and having excluded myself, they simply reopen it at the request of an email and let me deposit and play later date July 7 as I also send you and after everything that is put together knowing of my addiction I can open another account with my same data without lying about anything continue depositing and betting as I also send you I simply request the return of all my deposits as soon as I communicated the desire for permanent closure without the possibility of reopening it Thursday, July 6, 6:30 p.m., as I demonstrate in the screenshot of the chat, thank you.

And as of today, July 10, being aware of my problem, after having sent them many emails, they still continue to send me advertising, they give everything for responsible gambling.

Dear Vincente2013,

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

The casino representative provided us with the evidence that you did not specify in any of your conversations that you wanted to close your account due to gambling addiction. You even stated the exact opposite and wrote twice that you were not addicted. I'm sorry but in our view, in cases like this, the players are not eligible for their deposit refunds. I apologize but we will not be able to assist you any further.

The casino representative also informed us that your account is now deactivated. Could you please confirm this information?

I don't care, I'm going to report it, I'll make it very clear, permanent account closure without the possibility of reopening it, it's very clear, if you don't want to help me, you'll know why I'm going to report whoever it takes and I'll go all the way, it's clear to me

Can you please confirm that your account is now deactivated?

told them in addition to the game in that same chat that they do not want to show but that I am going to do it to report it but with the screenshot that I sent them it is more than enough. I ask them to close the account permanently without the possibility of reopening it, it is never very clear July 18:30.

They deactivated my account as soon as I told them that I was going to sue them for reopening it

And if that is all they ask a player with a gambling addiction to send them an email writing that it is not and they will reopen it as I did and I sent it to them.

I'm sorry but you told them in the chat that you wanted to close your account because "every time I have deposited I have lost bets that is not normal in a betting house-casino". There was no mention of gambling addiction.

That is a lie, what you are saying, show me?

In any case, it doesn't matter what lies they want to tell, I'm going to denounce them. I asked for the closure of the account without the possibility of reopening it, that is more than enough, as I do, if I demonstrate in the chats.

I'm sorry but the casino provided us with enough evidence that you did not mention gambling addiction in your chats with customer support. If you have a screenshot proving otherwise, please post it here, otherwise this complaint will be rejected.

I asked them to close it permanently without the possibility of reopening it, very clearly, the reason does not matter, although if they have it, it does not matter, I will denounce them, my evidence is also very evident

Not to you because I see that you help them but all the clear evidence of my conversation with your pyter goes to the court

Kindly note that the reason does matter. Moreover, as I mentioned before, you even wrote to the casino support that you were not addicted.

Due to the aforementioned reasons, this complaint will now be rejected. 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 any issues with this or any other casino in the future.

And on the 8th they reopened another account with my same information, they let me deposit and play without problems. I think they were sufficiently informed of my addiction, I have everything to report that I am going to do it