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I had banned myself from Pledoo Casino (owned by Momus2006 N.V) due to my gambling addiction. Despite this, driven by my addiction, I created an account at Betitall Casino and deposited €1500. Arguably, this shouldn't have been allowed considering my known addiction and data.

Regardless, they allowed me to play and I won €15k, which I gambled away completely within a very short time (10-20 minutes).

How could they let me gamble? How could they exploit a known gambling addict like this? Without any measures or checks??

Ich hatte mich aufgrund meiner Spielsucht bei Pledoo Casino (gehört zu Momus2006 N.V) sperren lassen. Ich hatte dann aufgrund meiner Sucht bei Betitall Casino einen Account erstellt, und 1500€ eingezahlt, was eig. aufgrund der bekannten Spielsucht und Daten nicht erlaubt sein sollte.

Dennoch haben sich mich spielen lassen und ich hatte 15k€ gewonne, die ich in kürzester Zeit (10-20 min) komplett verspielt habe.

Wie konnten sie mich Spiel lassen? Wie können sie einen bekannten SPielsüchtigen so abzocken? Ohne irgendwelche Maßnahmen oder Überprüfungen??

Dear yuhanongabor,

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.

• Have you ever requested your account to be closed or suggested a gambling problem when communicating with this casino?
• Could you please advise if you have self-excluded yourself from any other casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Hello, yes, I applied for this at pledoo during the live chat because you couldn't block your account yourself. There are no measures for responsible gaming...

I have excluded myself from many casinos in the past. Very, very many. I have a huge gambling problem

Guten Tag, ja die hatte ich bei pledoo beantragt beim Live Chat da man selber sein Konto nicht sperren konnte. Es gibt ja keine Maßnahmen für verantwortungsvolles Spielen...

Ich habe mich von sehr vielen Casinos auch in der Vergangenheit ausgeschlossen. Sehr sehr viele. Ich habe ein gewaltiges Glücksspielproblem

I understand. I have checked the responsible gambling section on the website and this is what I found (here):

Standby or cool-off periods / Self exclusion:

If you believe that playing games might affect your life in a negative way, we at Bet it All are able to help you. We provide you with the ability to exclude yourself from playing on our site for various periods of time. We offer 24-hour stand-by periods as well as 7 day, 30 day, 2 month restrictions and longer timeouts (only with email confirmation on security@betitall.com. When sending an request to security@betitall.com, please make sure that this message is directly addressed and not a forward or carbon copy (cc). There is a high possibility that these types of emails will go into Spam and therefore won't be viewed by the relevant department). You will not be able to access the games and/or services of Bet it All. Once you ask for a self-exclusion period, you have to close all tables at which you are playing and log out from your account. Once you have done that, the time out or self-exclusion period will begin. You will not be able to deposit or withdrawal and make inter-account transfers with your Bet it All account.

When applying for the self-exclusion, 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. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings BetItAll Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material 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."

Please send another email to security@betitall.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

I think they didn't understand my request. I've already had myself blocked. But the real complaint is that this provider knew about my gambling addiction because I was blocked from his other casino because of it. Do you understand? They knew me as a customer, as a gambling addict. I had myself blocked from Pledoo due to losses of over 25k euros, then I continued gambling at their other casino because of the visibility. That's exactly my complaint, that despite the information and awareness, this was allowed

Ich glaube sie haben meine Anfrage nicht verstanden. Ich habe mich bereits sperren lassen. Aber die eigentlich Beschwerde ist, dass dieser Anbieter über meine Spielsucht bescheid wusste da ich mich in seinem anderen Casino deswegen sperren lassen habe. Verstehen sie? Sie kannten mich als Kunde, als Spielsuchtiger. Ich hatte mich bei Pledoo aufgrund von Verlusten über 25k Euro sperren lassen, dann hab ich aufgrund der Sicht in ihrem anderen Casino weiter gezockt. Ujd genau das ist meine Beschwerde, dass trotz Der Information und Bewusstsein das erlaubt wurde

I understand the situation. It's important to note that if you've self-excluded from one casino, it doesn't automatically apply to all other sites. In the Responsible section of Pledoo Casino, you'll find the following statement:

Standby or cool-off periods / Self exclusion

If you believe that playing games might affect your life in a negative way, we at Pledoo are able to help you. We provide you with the ability to exclude yourself from playing on our site for various periods of time. We offer 24-hour stand-by periods as well as 7 day, 30 day, 2 month restrictions and longer timeouts (only with email confirmation on security@pledoo.com. When sending an request to security@pledoo.com, please make sure that this message is directly addressed and not a forward or carbon copy (cc). There is a high possibility that these types of emails will go into Spam and therefore won't be viewed by the relevant department). You will not be able to access the games and/or services of Pledoo. Once you ask for a self-exclusion period, you have to close all tables at which you are playing and log out from your account. Once you have done that, the time out or self-exclusion period will begin. You will not be able to deposit or withdrawal and make inter-account transfers with your Pledoo account. Furthermore, you will not receive any marketing emails or newsletters from Pledoo after your cool off period has been initiated. It is important for Pledoo to receive information about your reasons as to why limit your account. The staff members of Pledoo have been trained in social responsibility and are trained to deal with compulsive gambling behaviour. They are always there to assist you with personal aid or guidance as to where you should go to find further help. If Pledoo recognises that gambling can cause serious financial harm to the Customer it reserves the right to close the players account in order to help overcome any addiction thereof.

This indicates that your self-exclusion is specific to Pledoo Casino, and if you want to be blocked from other sites, you'll need to submit a separate request using the form I mentioned earlier.

Could you please confirm whether you have already reached out to BetItAll Casino, informing them of your gambling issue and expressing your intention to permanently close your account?

Dear yuhanongabor,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.