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I have opened an account at BETITALL Casino and also at PLEDOO CASINO under the email address b………..com and made deposits. I am now requesting these deposits back. 

AT THE PLEDOO CASINO, I WAS BLOCKED AT MY OWN REQUEST due to GAMBLING ADDICTION, YET I WAS STILL ABLE TO OPEN ANOTHER ACCOUNT WITH THE SAME PROVIDER, NAMELY BETITALL, AND LOSE EVEN MORE MONEY! 

I suffer from pathological gambling addiction and should only have access to money for daily expenses, all regulatory authorities in Curacao and Malta are already informed about this.

Player protection does not work in any way here!

Ich habe imCasino BETITALL und auch bei PLEDOO CASINO mit der Emailadresse b………..com  ein Konto eröffnet und Einzahlungen getätigt. Diese Einzahlungen fordere ich zurück. 

IM PLEDOO CASINO WURDE ICH AUF MEINEN WUNSCH HIN wegen SPIELSUCHT GESPERRT, KONNTE JEDOCH BEIM SELBEN ANBIETER, NÄMLICH BETITALL, DANACH NOCH EIN KONTO ERÖFFNEN UND NOCH MEHR GELD VERSPIELEN! 

Ich leide unter pathologischer Spielsucht und darf nur über Geld für tägliche Einkäufe selbst verfügen, es wissen bereits sämtliche Regulierungsbehörden in Curacao und Malta darüber Bescheid.

hier funktioniert der Spielerschutz in keinster Weise!

Dear x4wsccrkcd,

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

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from BetItAll Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

Am 23.5.2023 habe ich folgende Email an support@betitall.com gesendet :

"Please help me! 

I, Mrs. Xxxxx operate an account with you with the access data: 

Email: xxxxxcom

Username possibly: xxxxx

Date of birth: 0xxxxx

I am in private insolvency since 2019 and therefore have to live at subsistence level. This also speaks legally against participation in gambling.

All deposits to my account in your online casino should not have been made, as I have only limited access to my bank account, had to file for private insolvency in 2019, and therefore have no funds.

I suffer from pathological gambling addiction and am only allowed to have money for daily purchases myself…..

I request a statement on your part and an immediate reimbursement in the amount of all my deposits to my account at the 

Bank xxxxx

IBAN: xxxx

BIC: xxxxx

The player protection was not observed by your company. 

Furthermore, I demand that my stored data including deposits and withdrawals be sent to me, as I am entitled to this according to §15 DSGVO."

das Original kann gerne per Mail geschickt werden.

Es kam vom Casino keine Antwort. Die Mailadresse stammt aus dem Link zu Antillephone Curacao Icon und wird, wie danach eruiert, auch offiziell genannt.

am 15.6.2023 wurden Einzahlungen in der Höhe von € 1.100,- akzeptiert und von mir verspielt.

Dear x4wsccrkcd,

Can you please forward the answer you received from the casino to nikolas.b@casino.guru? Is your account currently still open?

My account is closed, I will forward the email.

Mein Konto ist geschlossen, die E-Mail leite ich weiter.

I'm still waiting for an answer.

Ich warte noch immer auf Antwort.

Dear x4wsccrkcd,

You claimed that you have sent the above stated e-mail on 23.5.2023 - would it be possible to forward that e-mail to us together with the casino's answer?

I'll do it immediately. As always, there was no response from the casino. You always want to see answers, but rarely does support respond.

Erledige ich sofort. Antwort vom Casino kam wie immer keine. Sie wollen immer Antworten sehen, aber in den seltensten Fällen antwortet der Support.

Hello x4wsccrkcd,

Can you please clarify how much did you deposit into Bet It All since 23.5. and when exactly did the casino close your account?

€1,100 was paid in.

Es wurden € 1.100 einbezahlt.

Hello x4wsccrkcd,

When did the casino close your account?

I don't know exactly when the blocking was carried out, but only after June 16, 2023. However, I asked support for information.

Attached is a screenshot that shows that they actually wanted to give me my money back, but then decided otherwise.

Wann die Blockierung durchgeführt wurde weiß ich nicht genau, aber erst nach dem 16.6.2023. ich habe den Support jedoch um eine Auskunft gebeten.

anbei noch ein Screenshot, der zeigt, dass sie mir mein Geld eigentlich schon zurückgeben wollten, sich dann aber doch anders entschieden haben.

Is there already an answer to this?

Gibt es hierzu schon eine Antwort?

Thank you x4wsccrkcd for all the provided information. As long as you did really request for self-exclusion on 23.5. the casino should not have wait until June to block your account. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello x4wsccrkcd,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BetItAll Casino to join the conversation and participate in the resolution of this complaint.

Dear BetItAll Casino,

Can you please explain what has happened regarding the player's request for the return of their deposits?

Kind regards,

Adam

Hello x4wsccrkcd,

You stated that you sent the email requesting the return of your deposits on 23.05.2023, and then made deposits on 15.06.2023, three weeks later.

Have you made any deposits before 23.05.2023? On which date have you registered your BetItall account?

Kind regards,

Adam

Good day, everyone, 

Regrettably, we strongly disagree with how Birgita has presented and approached this complaint. We cannot comment on whether she did this intentionally or not, but her story only depicts part of the situation, and a crucial detail has been overlooked.

The timeline goes as follows: 

On May 23, 2023, we received an email from Birgita. The contents of the email were previously shared by her in this complaints thread. 

The crucial information that was excluded is that Birgita was not yet a customer of Bet It All services at the moment of sending this email.

She registered her account on June 15, 2023 (23 days later). The following rule from our Terms and Conditions addresses this precise matter: 

3.8.4.Bet it all Security department cannot set any blocks and/or restrictions on users account in other online casinos.

3.8.5. Bet it all Security department cannot set any blocks and/or restrictions on users account that isn't registered on Bet it All.

These paragraphs also touch upon the claim that she blocked her Pledoo account but could still open one on Bet It All. As Nick mentioned, excluding one casino doesn't inherently provide protection on all other affiliated websites.

But this is a small point in the main argument; Birgita was not our customer when requesting a block. 

Hope this explanation helps! 

Best regards, 

Betitall Team

I registered earlier, but didn't complete the email confirmation until later.

I also have proof that I don't have an account with BETITALL as of June 16, 2023... which is not true at all.

I think the casino is in quite a mess.

Furthermore, my order to PLEDOO was that the company momus violated player protection in 2006 and that I should be banned.

Ich habe mich schon früher registriert, die E-Mail-Bestätigung allerdings erst später beendet.

Ich habe auch nachweislich eine Mail, dass ich am 16.6.2023 auch noch kein Konto bei BETITALL habe … was so gar nicht stimmt.

Ich denke, das Casino hat ein ziemliches Durcheinander.

weiters war mein Auftrag auch an PLEDOO dass das Unternehmen momus 2006 gegen den Spielerschutz verstoße und ich bitte gesperrt werden soll.

Dear x4wsccrkcd,

It may be due to translation, but I am afraid I do not understand your previous response. Can you please clarify what you mean by "violated player protection in 2006"?

Kind regards,

Adam

The company is called MOMUS2006 NV

Das Unternehmen heißt MOMUS2006 NV

Dear x4wsccrkcd,

As mentioned previously in the thread, to exclude yourself from any casinos under this license you must do so with each brand separately. While we agree that it would of course be better to be able to exclude from all Curacao licensed casinos with one request, it isn't currently implemented or enforced by this regulator.

It seems clear on this particular occasion that you did not have an active account with BetItAll Casino at the time you sent an email to them requesting the return of deposits that had not yet been made, so I am afraid there is nothing further we can do to assist you on this occasion. The complaint will now be rejected.

Kind regards,

Adam