Betplay.io Casino - Pelaajan tili avattiin uudelleen sulkemispyynnön jälkeen.

I am filing this complaint against Betplay regarding a serious breach of responsible gambling practices and their own terms and conditions. On January 31, [insert year], I requested the permanent closure of my Betplay account. According to Betplay’s terms, when a player requests account closure, the account should remain closed for at least one (1) month with no possibility of reopening during that period. Despite this, my account was reopened shortly after my request, enabling me to deposit significant amounts of money and lose everything without ever making a withdrawal.

At the time of requesting account closure, Betplay did not ask any questions or verify the reason behind my decision. Only after I requested to reopen my account did they inquire about potential gambling addiction. As many individuals facing similar struggles, I provided a response that did not reflect my real situation. Responsible gambling protocols exist to prevent this type of scenario, and Betplay failed to enforce them despite clear indicators and my initial request to permanently close the account.

This oversight allowed me to continue gambling and sustain substantial losses, which should have been prevented. I am requesting that Betplay refund all deposits made after my initial closure request on January 31. I have attached supporting communications and evidence to validate my claims.

I urge Casino Guru to take this complaint seriously and assist in holding Betplay accountable for disregarding their own responsible gaming policies and exposing me to unnecessary financial harm.

Thank you for your attention to this matter.

Dear ghostingura,

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 problems).

Could you please confirm if the account closure requests you provided are the only ones you have? If there are any additional requests, please forward them to me. My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Dear Dominika,

Thank you for your prompt response and for clarifying the distinction between account closure and self-exclusion.

Upon reviewing Betplay.io's terms and conditions, I did not find any differentiation between these two types of account closures. Specifically, their terms state that a player can request the closure of an account for a minimum period of one month via email.

On January 31, I requested the permanent closure of my Betplay.io account, expecting it to remain closed for at least one month, as per their terms. However, my account was reopened shortly after my new request, allowing me to deposit and subsequently lose significant amounts without making any withdrawals ever.

I have previously attached all relevant communications and evidence supporting my claim, including my initial account closure request and subsequent correspondence. I believe Betplay.io's actions represent a significant lapse in enforcing their responsible gambling protocols, leading to substantial financial and personal distress.

I am hopeful that, with your assistance, we can address this issue appropriately and ensure that Betplay.io upholds its commitment to responsible gaming practices.

Thank you once again for your attention to this matter.

Best regards

Dear ghostingura, has your casino account been closed again?

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

I can only recommend how to request self-exclusion properly in the future. Inform us once you request self-exclusion and forward the request to my email address.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (gambling addiction)

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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Dear Dominika,

Thank you for your response. Yes, my account has been closed again. However, I want to emphasize that I had previously requested my account to be permanently closed. At the time, the casino did not require me to specify a reason, nor did they inform me that failing to do so could result in my account being reopened in the future. My request should have been final.

Despite this, my account was reopened, allowing me to continue gambling in a manner that clearly indicates addiction. My transaction history reflects this:

• I made numerous deposits in varying amounts, consistent with problem gambling behavior.
• I never attempted to withdraw any winnings.
• I submitted hundreds of bonus and free spin requests.

These patterns should have raised red flags, yet the casino failed to intervene, despite my previous closure request. Given the circumstances, I believe the casino did not act responsibly in protecting me as a player.

I would appreciate clarification on how the casino justifies reopening accounts after permanent closure requests. Additionally, I would like to know what steps can be taken to ensure that my case is properly reviewed, and whether any resolution (including potential reimbursement for deposits made after my account was wrongfully reopened) is possible.

Thank you for your time, and I look forward to your response.

Best regards

Dear ghostingura, as previously mentioned, the self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Furthermore, the casino questioned you about potential gambling issues upon reopening your account.

Unfortunately, as your casino account is currently closed, there isn't much more we can do to investigate further.

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.