BetNjet Casino - Pelaajan omaehtoisen pelikiellon pyyntö on viivästynyt.

I'm experiencing serious problems with this casino. They refuse to permanently self-exclude me despite my severe gambling addiction. I've been waiting for almost a week, and even though they know about my gambling problem, they haven't closed my account. They only send generic messages via chat and don't reply to emails. In fact, gambling is prohibited in my country, Spain, and they know it.

Estoy experimentando graves problemas con este casino. No me quieren hacer una autoexlusión definitiva por problemas graves de ludopatía. Llevo esperando casi una semana y a sabiendas de los problemas de adicción al juego no me cierran la cuenta, solo me ponen mensajes genéricos por el chat y no contestan a los correos electrónicos . De hecho tengo el juego prohibido en mi país, España y lo saben-

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you received any response from the casino to the email you sent on July 6?

When was the last time you communicated with customer support regarding your self-exclusion request?

How many emails did you send to the casino requesting to be self-excluded? Please forward me the original emails you sent (not just screenshots), along with the casino's responses, at veronika.f@casino.guru.

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

Best regards

Veronika

They're not answering my emails, and they know it. I've already sent you the emails and screenshots of my chat with them through this channel. I've chatted with them at least 20 times, and they only give me generic answers. If you need me to send you the same information to your email, please let me know. Thanks in advance.

No me contestan los correos y son conscientes. Ya le he envié por esta vía los correos y las capturas donde hablo con ellos por el chat. He hablado con ellos a través del chat mínimo 20 veces y solo me dan respuestas genéricas. Si necesita que le envie lo mismo que envié por aquí al correo hágamelo saber. un saludo y muchas gracias.

Dear gasol,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) on your computer and mobile device to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection, it is recommended to have a family member or a friend set up the password in your stead. Also, I would advise blocking all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Veronika

Casino Guru