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I have developed an addiction to gambling, specifically to the game (Aviator). Despite having requested an indefinite self-exclusion (forever) from my account, today, after about a month, I fell into the temptation of betting again. Incredibly, the BetOnRed site accepted my deposit of 200€. I have contacted the company's management, who say that a refund cannot be made. However, since my account was supposed to be self-excluded/deleted, it should not have accepted my deposits in the first place. I hope that the refund will be implemented swiftly.

Thank you

Eu me tornei um viciado no jogo de apostas, nomeadamente (aviator), mas tinha pedido autoexclusão de conta por período indeterminado(para sempre) hoje passado cerca de 1 mês cai na tentação de voltar a apostar e incrivelmente o site betonred aceitou o meu depósito de 200€, já contactei os responsáveis da empresa e dizem que o reembolso não pode ser feito, mas sendo que a conta devia tar autoexcluida/eliminada, a própria não devia de aceitar os depósitos, espero que o reembolso seja realizado rapidamente.

Obrigado

Dear joaoandre1520,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and 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,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

At the moment I cannot access my account to access this information but the request for self-exclusion for an indefinite period was made with the casino's customer service team (betonred).

De momento não consigo aceder à minha conta para ter acesso a essa informação mas o pedido de autoexclusão por tempo indeterminado foi feito com a equipa de atendimento do casino(betonred).

Hi joaoandre1520,

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 BetOnRed 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."

It's important to realize that without any supporting evidence of a previous self-exclusion request, we lack the means to address the matter with the casino.

Please bear in mind the following steps for a successful self-exclusion request:

1. Send your request to the designated email address provided in the casino's general terms and conditions.
2. If your initial email remains unanswered, consider using alternative communication channels or sending follow-up emails.
3. Clearly articulate the reasons for your self-exclusion request. It's crucial to note that seeking bonuses should not be the primary reason for closing your account.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi joaoandre1520,

Please send the self-exclusion request to support@betonred.com if your account is still accessible.

Thank you.