The player’s attempts to close his account have been overlooked. Since the player didn't follow the casino's instructions when requesting self-exclusion, and the casino closed his account when there were no funds left, we decided that the player is not entitled to a refund.
Ditobet Casino - Player's account has not been blocked.
Amount: €500
Ditobet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I'm addicted to gambling and haven't played for five months. The pressure got on me and I deposited €100 at Ditobet. With the last of my strength I immediately wrote to the live chat and asked for my account to be blocked immediately due to my gambling addiction. You didn't do this and write something about me having to fill out a form. I gambled away the €100. After that another 400€.
Automatic translation:
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2 years ago
Dear Psicho,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:
"SELF-EXCLUSION & TIME-OUT
If you are finding that your gameplay is having a negative effect on you, you can set a break of one day, one week or one month under ‘TIME-OUT’ section of your Ditobet account.
If you decide to self-exclude or time-out, you will not be allowed access to your account before your chosen, set period has passed and you will no longer receive any marketing material from Ditobet during this period. Should you wish to re-open your account after the period has passed, you will be required to contact our customer support.
We offer the following self-exclusion time frames:
6 months
1 year
3 years
5 years
In order to request Self-exclusion, please download the application ApplicationSE.pdf, fill it handwritten and scan it. Send the application to support@ditobet.com. As technical processing time could take up to 30 days, you can always instantly time-out from your profile for this period.
If you would like to prolong your self-exclusion period or require any further information in this regard, we kindly ask you to reach out to our customer support services team with your request at support@ditobet.com"
Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello,
I have sent the screenshots proving that I asked for an immediate ban to the email address provided.
I have stated that I am addicted to gambling and am about to relapse. I didn't manage to time out on my own, this addiction is indescribably strong.
They told me I need to lock myself out and fill out a form. I no longer had that strength or patience. The funny thing is that I got banned now after gambling €500. On your part without me having to do anything or fill out anything myself. This is so disgusting. I was five months without playing and this relapse could have been prevented. I am so disgusted and at the same time angry at myself for making such a profit out of me. Has enriched himself with my suffering!
Kind regards
David P***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Thank you for your reply, Psicho. How long did it take to block your account after you informed the casino about your gambling problem?
Could you please forward me the rest of the communication between you and the casino?
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2 years ago
Translation
Hello,
I sent you the evidence via email. I asked for immediate blocking on 09/01/2022. I was blocked on September 6th, 2022
Warm greetings
Automatic translation:
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2 years ago
Could you please clarify if you made any deposits during this time period? If yes, please forward all the deposit receipts to my email address. Thank you in advance.
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2 years ago
Translation
Hello,
I have emailed you the receipts.
Warm greetings
Automatic translation:
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2 years ago
Psicho, we have reviewed your case internally. Unfortunately, we have come to the decision, that we are not able to proceed with this case further and request a deposit refund. Since you did not follow the instructions of the live chat (filling and sending the form), your self-exclusion request was not completed.
Furthermore, we believe that casinos can close the players' accounts whenever and for whatever reason as long as there are no funds withheld by the casino in the process.
Since your account was closed after there were no funds left, and your self-exclusion request was not sent correctly and in compliance with the casino's instructions, I am afraid that there is not much more we could do. I agree that ideally, players' accounts should be blocked immediately after their first request no matter how they sent it. However, we also must take into consideration that the casino provided clear instructions on what you need to do in order to self-exclude. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
