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Hello.

On November 20, 2022, I requested via chat and email to close my account due to my gambling addiction, and I explicitly asked for it not to be reopened even if I requested it. A few days later, the account was reopened, and I lost the first 300 euros.

I requested the closure again.

A few days ago (October 6), the account was reactivated, and I deposited 200 euros. I contacted both chat and email to explain my gambling problems once more. That same day, I was unable to access the account anymore.

Today, October 8, I received emails and SMS messages offering me free bonuses and spins. I reactivated my account and lost another 375 euros.

At this moment, the account is still open, and I am making an enormous effort not to gamble.

I have proof of all the emails I sent explaining my gambling addiction and requesting a permanent closure.

Thank you for your time.

Hola.

El 20 de noviembre de 2022, solicité por chat y por correo el cierre de mi cuenta debido a mi adicción al juego y pedí, expresamente, que no se abriese aunque lo solicitase. Pocos días después, la cuenta se reabrió y perdí los primeros 300 euros.

Volví a solicitar el cierre.

Hace unos días ( 6 de octubre), la cuenta se volvió a reactivar y deposité 200 euros. Volví a contactar con el chat y el correo para explicar, otra vez, mis problemas con el juego. Ese mismo día ya no puedo acceder a la cuenta.

Hoy, 8 de octubre, me envían correos y sms ofreciéndome bonos y spins gratuitos, reactivo mi cuenta y vuelvo a perder 375 euros.

En este momento la cuenta sigue abierta y yo estoy haciendo in esfuerzo sobrehumano por no apostar.

Tengo pruebas de todos los correos que envié explicando la adicción al juego y solicitando el cierre definitivo.

gracias por vuestro tiempo

Dear juliobit8,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

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

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Dominika

Hello Dominika.

Thank you for your time.

I just forwarded the emails to you.

One from 2022, where I explain my gambling addiction and request the permanent closure of my account.

Another one from a few days ago where I demand the same thing, and the last one, from this morning, with the transcription of the chat in which I ask that my account be closed due to my addiction.

My account is still open.

Thank you

Hola Dominika.

Gracias por tu tiempo.

Acabo de reenviarte los correos.

Uno de 2022, donde explico mi adicción al juego y solicito el cierre permanente de ma cuenta.

Otro de hace unos días donde exijo lo mismo, y el último, de hoy por la mañana, con la transcripción del chat en el que pido que se cierre mi cuenta por mi adicción.

Mi cuenta sigue abierta.

Gracias

Hello.

These days I have received confirmation from the casino that my account has been self-excluded. However, they have not responded to my request for a refund of deposits after the first self-exclusion request.

Thank you

Hola.

Estos días he recibido la confirmación, por parte del casino, que mi cuenta ha sido autoexcluída. Sin embargo no han respondido a mi solicitud de devolución de los depósitos posteriores a la primera solicitud de autoexclusión.

Gracias

Dear juliobit8, did you request self-exclusion by email on October 6th and then follow up via live chat on October 9th?

When exactly was your account closed after this request?

Also, have you received any response to the self-exclusion request you submitted in November 2022?

Hello Dominika.

1. Indeed. On October 6th I requested the closure by chat and by email. Since they take a long time to close it, on the 9th I insisted again that they close it.
2. On October 11th I received an email informing me that my account had been closed.
3. In November 2022 I did not receive a confirmation email but the account was closed. In fact, to reactivate it, they told me that the responsible gaming department must review the case and establish a reflection period. (I am forwarding that email to you). On the following occasions, it was enough to contact the chat to reactivate the account (without a reflection period).

Thank you

Hola Dominika.

1. Efectivamente. El 6 de octubre solicito por chat y por correo el cierre. Como tardan en cerrarla, el día 9 vuelvo a insistir para que la cierren.
2. El 11 de octubre recibo un correo en el que me informan que mi cuenta se ha cerrado
3. En noviembre de 2022 no recibo correo de confirmación pero la cuenta se cierra. De hecho para reactivarla me dicen que el departamento de juego responsable debe revisar el caso y establecer un periodo de reflexión. ( te reenvío ese correo). En las siguientes ocasiones bastó con contactar por el chat para reactivar la cuenta ( sin periodo de reflexión)

Gracias

Thank you very much, juliobit8, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear juliobit8,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Betrophy Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Betrophy Casino,

I understand that investigating this issue may be challenging, given that nearly two years have passed since the initial occurrence. However, I would like to kindly request detailed information regarding this case. Specifically, I am concerned about how a player who previously self-excluded due to gambling problems was able to easily reopen his account, despite having mentioned this several times.

Thank you in advance for your response.

Best Regards,

Kubo

Dear Kubo,

We appreciate and fully understand that self-exclusion requests is an extremely delicate matter, that is why our representatives carefully examine each request to make sure they are accordingly addressed. 

Our teams are trained extensively to manage these situations with efficiency and adherence to strict procedures, ensuring players receive appropriate assistance tailored to their needs.

The above applies to cases where a player would like to reactivate their account as well. 

The player contacted us after a long period of time expressing his desire to reopen his account and after his request has been reviewed thoroughly and the player confirmed his decision, so we proceeded as per the player's desire. 

Best regards,

Betrophy Casino Team

Dear Betrophy Casino,

Thank you for your response and clarification. However, based on the player’s claims, it appears he was able to reopen his self-excluded account by simply requesting it via live chat, with the reactivation occurring shortly afterward and without additional verification or communication.

If this differs from your process, I would appreciate any evidence that demonstrates a sufficient cool-off period was provided, allowing the player time to fully consider his decision.

While we respect a player's right to reopen an account after a significant period and a thorough reactivation process, the current circumstances suggest these steps may not have been fully observed.

Please share any supporting details with me via email at jakub.m@casino.guru.

Thank you in advance for your cooperation, and I look forward to a clear understanding of the steps taken in this case.

They claim to be a casino committed to responsible gaming, but their approach does not prove it.

On November 20th I requested a PERMANENT ban due to gambling addiction, on November 22nd I requested the reopening and on the 29th I was playing again. Is this the correct way for your "highly qualified" team to act? Do you think it is a "careful analysis" to open an account in which 9 days ago you were informed of gambling addiction?

Something similar happened this month, the account was closed due to gambling addiction on the 6th and on the 8th I was playing again (THE ACCOUNT WAS REOPENED 2 DAYS AFTER THE REQUEST)

In my opinion, a player account that confesses to gambling addiction and requests that it not be opened (not even when requested) should not be opened in a month, a year, or 10 years.

Your answer makes me think that you are not very aware of what a gambling addiction means, which is very worrying if you are involved in the world of gambling. Do you really believe that a player addicted to gambling can recover in less than 2 years and can return to playing in a casino without any problem?

all the best.

Dicen ser un casino comprometido con el juego responsable pero su forma de actuar no lo demuestra.

El 20 de noviembre solicito exclusión PERMANENTE por adicción al juego, el 22 de noviembre solicito la reapertura y el 29 estaba jugando otra vez. ¿ esa es la forma correcta de actuar por parte de vuestro equipo "ampliamente cualificado"?, ¿ os parece una "análisis cuidadoso" abrir una cuenta en la que hace 9 días os comunican adicción al juego?,…

Este mes pasó algo similar, se cierra la cuenta por adicción al juego el 6 y el 8 estaba jugando nuevamente ( SE VUELVE A ABRIR LA CUENTA 2 DÍAS DESPUÉS DE LA SOLICITUD)

En mi opinión una cuenta de jugador que confiesa adicción al juego y que solicita que no se abra ( ni si quiera cuando lo pida) no se debería abrir ni en un mes, ni en un año, ni en 10 años.

Vuestra respuesta me hace pensar que no sois muy conscientes de lo que significa una adicción al juego, lo cual es muy preocupante si os dedicáis al mundo del juego. ¿ de verdad creéis que un jugador adicto al juego, se rehabilita en menos de 2 años y puede volver a jugar en un casino sin problema?

un saludo.

Dear juliobit8,

I completely agree with your point about the importance of allowing adequate time for recovery when it comes to gambling issues. The recovery process is indeed highly individual and can vary greatly from player to player.

I believe that less than two years is a very short period to consider reopening an account that was closed under the responsible gambling policy. In this case, it seems that the request to reopen the account was not thoroughly examined, given the brief timeframe between the request and the actual reopening.

We’ll have to wait and see how the casino responds to this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo, 

In cases where a player would like to reactivate their account, that is presented as an option in the form of a disclaimer to ensure the player acknowledges his responsibilities behind their decision, which he agreed to. 

It is important to note the information regarding the process is described and aligns with our terms and conditions - https://betrophy.com/pages/terms-and-conditions and the player is welcome to familiarize with them, as they are accessible at any time and furthermore, the player agreed to them when he signed up.

We would also like to point out that after the latest self-exclusion request, the player's account has been deactivated accordingly as per his wishes.

Kind regards,

Betrophy Casino Team

Dear Betrophy Casino,

Thank you for your response regarding your policy on self-exclusion. However, I must express my concerns about how the policy is being implemented in practice.

A permanent self-exclusion is designed to provide robust support to players with gambling problems by ensuring they are unable to access their accounts. Allowing a permanently self-excluded account to be reopened through a simple request to customer support undermines the very purpose of this policy. When a player requests permanent self-exclusion, it signifies a clear acknowledgment of their gambling problem and a need for the casino to act decisively to protect them.

It is well-documented that individuals with gambling issues often struggle with self-control. By placing the responsibility of account reopening on the same player who has declared their gambling problem, the casino is failing to uphold its duty to protect vulnerable individuals. Instead, the casino should ensure that permanent self-exclusions remain just that - permanent - with no option for reopening under any circumstances.

Given this, I strongly believe that the player in question should be eligible for a refund of deposits made during the period between the account’s reopening (after the self-exclusion) and its eventual closure. This refund would be a fair resolution in light of the circumstances and the principle that self-exclusion policies are intended to safeguard players, not to shift the burden of responsibility back onto them.

I trust that you will carefully consider this matter, and I look forward to hearing your perspective.

Thank you for your understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo,

Please note we are making additional checks and will provide further update once they are completed.

Best regards,

Betrophy Casino Team

Hello Everyone,

I apologize for the delayed response. I’m extending the timer by an additional 7 days as discussions with the casino representatives are still ongoing.

Thank you for your patience and understanding.

Hello Kubo.

I am passing on the following information in case it may be relevant in your conversations with the casino.

A week ago, the representative of betrophy contacted me to offer me the ridiculous amount of 350 euros. I obviously refused, but as an act of goodwill, I offered to settle the complaint for a lower amount (750 euros instead of 875).

I have already informed the casino that this is my last offer. If the casino does not accept it, the complaint can be closed as "unresolved"

I haven't gotten a response this whole week.

Greetings and thanks.

Hola Kubo.

Trasmito la siguiente información por si puede ser relevante en tus conversaciones con el casino.

Hace una semana, el representante de betrophy contactó conmigo para ofrecerme la ridícula cantidad de 350 euros. Evidentemente la rechacé pero, como acto de buena voluntad, ofrecí cerrar la queja en una cantidad menor ( 750 euros en vez de los 875).

Ya he informado al casino, además, de que esa es mi última oferta. Si el casino no la acepta, se puede cerrar la queja como "no resuelta"

En toda esta semana, no he obtenido respuesta.

Un saludo y gracias.

Dear juliobit8,

I wanted to inform you that I have been made aware of the offer communicated by the casino representative. Discussions regarding your case are still ongoing, and I kindly ask for a little more of your patience as we await the conclusion of the casino's internal review process.

Thank you for your understanding, and I will keep you updated as soon as there is further progress.

Dear Kubo,

We have forwarded you additional information regarding the case.

Best regards,

Betrophy Casino Team

Dear juliobit8,

I sincerely apologize for the delay in my response. I have already been informed by the casino representative regarding the offer they extended to you. To provide you with an update and a clearer perspective on the situation, I would like to summarize our communication. The casino has offered €375 as compensation for your deposits made between October 6th and October 11th. They explained that your account was reopened at your request after two years, as they did not observe any concerning behavior from you and believed you had a full understanding of your actions.

However, as I mentioned previously, I believe that a period of less than two years is not sufficient for someone with gambling-related issues to fully recover.

From a responsible gambling standpoint, expecting a previously flagged individual to independently take responsibility for their actions through a simple process like sending a brief message does not seem to align with best practices in the industry.

Dear Betrophy Casino,

For the reasons mentioned above, I must kindly stand by my previous position and request a refund for the player that covers the entire period during which he deposited funds, as he should not have been able to do so during this time. This means a refund of the full amount of deposits starting from October 6th, rather than the offered "goodwill" amount of €375. Please note that this refund should not be seen as an act of goodwill, but rather an acknowledgment of the failure to adhere to self-exclusion policies and responsible gambling principles.

I look forward to your response and appreciate your cooperation in resolving this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo, 

The correspondence regarding this case is still ongoing, once there are further updates, you will be informed. 

Best regards,

Betrophy Casino Team

Hello to Kubo and the casino representative.

This dispute has been going on for over three months. I don't want to be distrustful but this is the third time the casino has been given an extension of the deadline to respond (they refer to an eternal investigation process). I have the feeling that they are prolonging the dispute to delay their rating drop. (I know this is Casino Guru's way of proceeding and I respect it, I am simply expressing my opinion)

At the beginning of the dispute, I offered the casino to settle the complaint for 750 euros (instead of the 875 in dispute). At this point, the offer is valid until this Friday, if I do not get a favorable response before that day, I do not intend to forgive a single euro.

All the best.

Hola a Kubo y al representante del casino.

Esta disputa lleva abierta más de tres meses. No quiero ser desconfiado pero es la tercera vez que se le concede al casino una ampliación del plazo para responder ( estos aluden a un proceso de investigación eterno). Tengo la sensación de que están alargando la disputa para retrasar su bajada de valoración. ( Sé que es la forma se proceder de Casino Guru y la respeto, simplemente expreso mi opinión)

Al comenzar la disputa, ofrecí al casino cerrar la queja en 750 euros ( en lugar de los 875 en disputa). Llegados a este punto, la oferta tiene validez hasta este viernes, si no obtengo una respuesta favorable antes de ese día, no pienso perdonar ni un solo euro.

Un saludo.

Hello Kubo.

The casino has made me an offer but it is still well below the disputed amount (575). I have tried to reach an agreement for 675 euros but the casino has rejected it and they have told me that this decision is final.

I'm afraid that unfortunately we will not reach an agreement. As I have already indicated in previous messages, if the casino subsequently decides to reactivate the complaint, I will not forgive a single euro.

Thanks for everything. Best regards

Hola Kubo.

El casino me ha hecho oferta pero sigue estando muy por debajo de la cantidad en disputa (575). Por mi parte he tratado de llegar a un acuerdo por 675 euros pero el casino la ha rechazado y me han dicho que esa decisión es firme.

Me temo que, lamentablemente, no vamos a llegar a un acuerdo. Como ya he indicado en mensajes anteriores, si posteriormente, el casino decide reactivar la queja, no perdonaré ni un euro

Gracias por todo. Un saludo

Dear juliobit8,

I have contacted the casino representative one last time, providing a detailed explanation of why I believe you are eligible for a full refund of the disputed amount. I have also requested that the casino publicly share their final decision.

Thank you for your understanding and continued patience throughout this process.

Thanks Kubo.

At all times, I have tried to reach an agreement and have made things easier by offering a discount on the amount in dispute.

The casino is constantly delaying its responses and this case has been closed for more than 3 months. As I said in this thread (and also by email to Betrophy), once the offer period has passed (it ended on Friday), I do not intend to give up a single euro.

Thank you. Best regards.

Gracias Kubo.

En todo momento, he intentado llegar a un acuerdo y he facilitado las cosas ofreciendo una rebaja en la cantidad en disputa

El casino demora una y otra vez sus resouestas y este caso lleva más de 3 meses para cerrarse. Como ya dije en este hilo ( y también por correo a Betrophy), pasado el tiempo de la oferta ( finalizó el viernes), no pienso ceder ni un solo euro.

Gracias. Un saludo.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Kubo.

The casino has already paid me.

the complaint can be closed.

Thank you very much for your help

Hola Kubo.

El casino ya me ha pagado.

se puede cerrar la queja.

muchas gracias por tu ayuda

Dear juliobit8,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo