DirectionBet Casino - Player's account remains open despite closure request.

On November 5th, I requested the casino to close my account immediately via email and chat because I have a gambling problem. I repeated this request the following day. Despite this, they have not closed my account, and since then I have deposited 135€ and gambled because the account is still open and I have a problem. I demand a refund of my money and that they close the account.

Dear riitukka74,

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 gambling problem).

• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru
• Were you able to make contact with live chat support after your requests were overlooked?

Thank you very much in advance.

Best regards,

Tomas

I send you email

Thank you very much, riitukka74, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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.  

Dear riitukka74,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the DirectionBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear DirectionBet Casino,

Could you please provide detailed information regarding this case and clarify why self-exclusion was applied for only 30 days, despite the player's explicit request to close her account permanently due to a gambling problem?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Dear Kubo,

The player contacted us with their self-exclusion request on the corresponding email - customercare@directionbet.com - and the account was deactivated in accordance with our policies.

We would like to stress that the player at no point explicitly stated any time frame.

Nevertheless and despite the above, as we consider such requests with the utmost importance, the account status was adjusted accordingly as per the player's wishes.

Kind regards,

DirectionBet Casino Team

Dear riitukka74,

Could you please specify the exact dates for all the deposits made after your initial self-exclusion request on October 30, 2024?

Thank you for your cooperation.

5,6 and 8 days

Dear DirectionBet Casino,

Could you kindly clarify the exact date when the player’s account was deactivated? Additionally, could you explain why the account was only deactivated for 30 days, despite the player explicitly citing gambling issues in her initial request?

Thank you for your attention to this matter.

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.

Dear Kubo,

The player submitted their request on 07/11 and the account was deactivated on 12/11 , which is within the time frames outlined in our terms. 

Please note each request is carefully revised by our dedicated team, which is done manually, and due to the volume of requests, technical time is needed for its processing.

Also, we would like to point out that as the account status was adjusted accordingly as per their wishes.

DirectionBet Casino Team

Look at the original text and the email I sent, I asked for it to be closed 5 days ago

Dear riitukka74,

I apologize for the delay in responding to your concern. You mentioned that you requested the closure of your account on November 5th, 2024. However, based on the evidence you have provided so far, I could only locate an email dated October 30th, 2024.

Could you please clarify the exact date of your account closure request? Additionally, if you have a copy of the email from November 5th, which you are referring to as your initial self-exclusion request, kindly forward it to me to my email address at jakub.m@casino.guru so I can review it further.

Thank you for your cooperation, and I look forward to your response.

I send you email

I first requested to close the account for 5 days, the account must be closed immediately if the customer requests it due to gambling addiction!!

Dear riitukka74,

Based on the evidence available, you submitted your self-exclusion request on November 5th, 2024, although the casino has stated that the request was received on November 7th, 2024. However, this difference in dates does not significantly impact the matter at hand, as you proceeded to make deposits on November 5th, 6th, and 8th. The casino subsequently closed your account on November 12th, 2024.

Please note that self-exclusion requests are typically processed manually by the responsible department in most casinos. This ensures they are handled with care and accuracy, but it also requires a certain amount of time.

In this case, DirectionBet Casino appears to have acted promptly, restricting access to your account within a reasonable timeframe after receiving your request. As such, the casino cannot be held liable for the deposits made during the processing period.

Regrettably, this means that, from our perspective, you are not eligible for a refund of these deposits. Consequently, I must reject your complaint as unjustified.

I am truly sorry that I cannot assist you further in this matter. Thank you for your understanding, and I wish you all the best moving forward.

Best Regards,

Kubo