Betify Casino - Pelaajan tilin sulkemispyyntöä ei huomioitu.

Dear Sirs,

I hereby lodge a formal complaint against the operator Betify Casino, licensed by Curaçao, due to a serious failure in the application of responsible gaming and self-exclusion policies.

On [07/05/25 12:08AM, Paris Time and 7/08/25 18:16 Lisbon time], I expressly requested, by email, the self-exclusion of my account and the immediate blocking of the available balance by message in the website chat, stating that I have a gambling problem. Despite this, my account remained active, with access to all games and an available balance, leading me to lose €5,000 after the request.

I've also had a lot of hassle from the operator Betify when it comes to withdrawing funds, which have always been withdrawn to the same account. However, they requested more data, which further suppressed the situation

I consider that the operator violated basic obligations of responsible gambling by not immediately blocking the account and allowing the use of balance after the self-exclusion request.

Documents I can provide:

Copies of the emails sent;

Printout of the account with available balance after the request;

Records of transactions after the date of the request.

Thank you for your help and I look forward to hearing from you.

Prezados(as) Senhores(as),

Venho por meio desta apresentar reclamação formal contra o operador Betify Casino, licenciado por Curaçau, devido a uma falha grave na aplicação das políticas de jogo responsável e autoexclusão.

Em [07/05/25 12:08AM, Paris Time e 7/08/25 18:16 Lisbon time], solicitei expressamente, por e-mail, a autoexclusão da minha conta e o bloqueio imediato do saldo disponível por mensagem no chat do site, informando que possuo problemas com jogo. Apesar disso, minha conta permaneceu ativa, com acesso a todos os jogos e com o saldo disponível, levando-me a perder €5 000 após a solicitação.

Também tive bastantes entraves por parte do operador Betify, no que concerne ao levantamento dos fundos, que sempre foram levantados para a mesma conta. No entanto solicitaram mais dados o que reprimiu ainda mais a situação 

Considero que o operador violou obrigações básicas de jogo responsável, ao não executar de imediato o bloqueio da conta e ao permitir o uso de saldo após a solicitação de autoexclusão.

Documentos que posso fornecer:

Cópias dos e-mails enviados;

Print da conta com saldo disponível após o pedido;

Registros de transações após a data da solicitação.

Agradeço a ajuda e aguardo retorno.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betify Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you requested a refund due to failed player protection from the casino? With what result?

If your account is currently accessible to you, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Betify Casino Support,

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

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@betify.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player.

• Thanks for sharing the information via email.
• Has the casino closed your account since your last reply? When was it?
• Could you please share your interaction with the casino support from May 7th? Send the information to my email at tomas@casino.guru

Looking forward to your reply.

Good afternoon.

The casino has already closed my account.

I have submitted attachments via e-mail regarding the information requested.

thank you

Boa tarde.

O casino já encerrou a minha conta.

submeti anexos via e-mail relativo às informações pedidas.

obrifaod

Thanks for the update.

You wrote:

On [07/05/25 12:08AM, Paris Time and 7/08/25 18:16 Lisbon time], I expressly requested, by email, the self-exclusion of my account and the immediate blocking of the available balance by message in the website chat, stating that I have a gambling problem.

I went over the evidence; however, I couldn't find any disclosure of gambling problems to the casino. Please note we can only ask the casino for a refund of funds lost if you have disclosed suffering from gambling problems and the casino failed to protect you. Based on the information so far, we are unable to reach such a conclusion.

Please let me know if there is any previous communication you sent to the casino that supports your complaint; otherwise, the complaint won't proceed and will be closed.

Looking forward to your reply.

Dear AFLOPESPT,

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.

Good afternoon.

according to the documents I sent it is explicit that I have shown the betify casino that I tend to spend the money there, I made several requests to block the money so that there would be no problems on my part, I asked for self-exclusion, I was not granted I asked for the balance to be withdrawn, it was also denied. As a result, I spent it.

Boa tarde.

segundo os documentos que enviei é explícito que demonstrei ao casino betify que tenho tendência a gastar o dinheiro lá existente, fiz vários pedidos de bloqueio do dinheiro para não haver problemas da minha parte, pedi auto exclusão, não me foi atribuída pedi que fosse levantado saldo, também foi negado. Resultando no gasto do mesmo.

I understand your point of view.

I went over the evidence again; however, there is no valid reason for us to request a refund.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.