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Hello,

On 7/07, I sent an email to accounts@betify.com asking them to close my account.

The next day on 8/07, the VIP Manager contacted me asking what had happened and how they could improve things.

He quoted: (Your feedback is very important to us. If you prefer not to share it and want the account closed immediately, please confirm this by email.)

I replied back, asking them to close the account.

The account stayed open until 1/09, and during that time, due to my addiction, I lost nearly €2000 even though I had asked twice for my account to be closed.

Yesterday, I reached out again to ask why my account was not yet closed. The response was that I hadn't confirmed via email. But I never received or saw this email. Otherwise, I would have responded to the correct email rather than the VIP Manager.

And the VIP Manager didn't reply back to inform me that a separate email would be sent; he only mentioned confirming by email.

I replied to the VIP Manager's email with the confirmation to close. But it seems he didn't forward it or inform me about an additional email.

Strangely, the VIP Manager was now able to get my account blocked within a few minutes without much effort.

I then kindly requested a refund for the deposits I made after requesting the account closure.

But this was declined. I find this unacceptable.

Hallo

habe am 7.07. eine Mail an accounts@betify.com

Geschrieben das sie meinen Account schließen sollen.

Einen Tag später am 8.07 hat mich dann der VIP Manager angeschrieben was passiert ist und was sie besser machen können

Und Zitat: ( Dein Feedback wäre uns sehr wichtig. Wenn du es lieber nicht teilen möchtest und das Konto direkt geschlossen haben möchtest, bitte ich dich, dies per E-Mail zu bestätigen.)

Hab ihn dann zurück geschrieben das die bitte den Account schließen sollen.

War dann bis 1.09 geöffnet und ich hab in der Zeit nochmal Sucht bedingt knapp 2000€ verzockt obwohl ich zweimal drum gebeten hab den Account zu schließen.

Hab dann gestern nochmal angeschrieben warum mein Account noch nicht gesperrt wurde. Hab dann die Antwort bekommen das ich nicht die Email bestätigt hätte. Diese Mail hab ich aber nie bekommen oder gesehen. Sonst hätte ich ja auf die richtige Mail geantwortet und nicht dem VIP Manager.

Und der VIP Manager hat auch nicht zurück geschrieben und erwähnt das eine Extra Mail kommt sonder nur per Mail bestätigen.

Hab den VIP Manager auf seine Mail geantwortet mit der Bestätigung zum schließen. Hat es aber wohl nicht weiter gegeben und oder mir nicht zurück geschrieben das eine Extra Mail kommt.

Komischer weiße konnte der VIP Manager jetzt ohne großen Aufwand innerhalb von paar Minuten meinen Account sperren lassen?

Hab dann noch nett drum gebeten mir meine Einzahlungen zurück zu überweisen die ich nach der Beantragung der Account Schließung noch einzahlen konnte.

Wurde aber abgelehnt. Finde das nicht okay.

Hello Domehn85,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Based on the screenshots provided, the casino blocked your accounts on 2nd of September so they did everything correctly.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello, the account was only blocked by betify on the third attempt after I told them about my gambling addiction. And that was after almost 2 months. The first two requests to close the account were at the beginning of July. The email from betify also said that I didn't have to give any information. I also found it uncomfortable to mention the addiction.

It also says on the betify site that I will receive a response within 24 hours. Since the VIP manager got in touch within 24 hours, I assumed that this was the response from betify and that everything would be fine if I confirmed again that the account should be closed.

I must also say that I wanted my account blocked in the first email!

Hallo, das Konto wurde erst beim dritten Anlauf von betify gesperrt nachdem ich von der Spielsucht erzählt habe. Und das nach knapp 2 Monaten. Die ersten beiden bitten der Konto Schließung waren Anfang Juli. In der Mail von betify stand auch drin das ich keine Angaben machen muss. Was mir auch unangenehm war zu erwähnen mit der Sucht.

Auf der betify Seite steht auch dran das ich innerhalb 24 Stunden eine Rückantwort bekomme. Da der VIP Manager sich innerhalb 24 Stunden gemeldet hat bin ich davon ausgegangen das dies die Rückmeldung von betify ist und es alles passt wenn ich diesen nochmal bestätige das dass Konto geschlossen werden soll

Muss dazu noch sagen das ich mein Konto gesperrt haben wollte in der ersten Mail!

Hello Domehn85,

They are not obligate to close your account and they are free to offer you any bonuses if you do not mention gambling addiction. Basically, once you did, the casino blocked your account so they did everything correctly.

Is there anything else we could assist you with?

Yes. The process was not carried out correctly by the casino; they did not do what I asked for even though I said so several times.

Quote from Casino

If you would rather not share it and have the account closed immediately, please confirm this by email.

Best regards,

--

Maxime - VIP Account Manager

I then confirmed it again

On 08.07.24, 11:15 wrote < >:

Please close

MFG xxx

For me that means that the casinos have carte blanche and can block accounts as they please or not, even if the account owner asks for it. And it doesn't matter what the reason is. Not everyone wants to spread all of their problems around the world.

And the fact that you have to confirm it several times and get x different emails where the actual email never arrived but only one that was actually completely useless is sneaky

Ja. Der Ablauf lief nicht korrekt vom Casino es wurde nicht das gemacht worum ich gebeten habe obwohl ich es mehrmals gesagt habe.

Zitat vom Casino

Wenn du es lieber nicht teilen möchtest und das Konto direkt geschlossen haben möchtest, bitte ich dich, dies per E-Mail zu bestätigen.

Mit freundlichen Grüßen,

--

Maxime - VIP Account Manager

Darauf hin habe ich es nochmals bestätigt

Am 08.07.24, 11:15 schrieb <xxxx@gmx.de>:

Bitte schließen

MFG xxx

Heißt für mich die Casinos haben Narrenfreiheit und können nach Lust und Laune die Accounts sperren oder nicht obwohl der Account Besitzer darum bittet. Und es ist doch egal aus welchem Grund das Geschehen soll. Nicht jeder will seine ganzen Probleme in die Welt verbreiten.

Und das man es mehrmals bestätigen muss und x verschiedene E-Mails bekommt wobei die eigentliche Email nie angekommen ist sondern nur eine die eigentlich völlig nutzlos war ist das hinterhältig

Hello Domehn85,

Allow me to clarify the difference between closing an account and self-exclusion at online casinos, as they are often misunderstood.

Many casinos offer various tools for responsible gambling, though I won’t go into detail about all of them here. When players are dissatisfied or concerned about their gambling habits, they generally have two primary options: account closure or self-exclusion.

Closing an account is a straightforward process with minimal impact. Players can usually reopen their accounts at any time, and the casino is not obligated to impose any restrictions once the account is closed.

Self-exclusion, however, carries more significant consequences. When a player opts for self-exclusion, the casino is bound by an agreement not to reopen the account for a specified period. Importantly, this option is particularly geared towards those struggling with gambling issues, and a casino cannot reopen the account for such players until the agreed terms are met.

I hope this clarifies the distinction between the two options. As you did request for closing your account and not self-exclusion (as it would require to mention addiction to them), your are not eligible for a refund.

As is there is nothing else you required our assistance with, the complaint will be now closed.

Best regards,

Nick