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This online casino allowed me to continue playing even though I had requested and received a self-exclusion. When I registered with a new account on this site and informed customer service that I had relapsed and created a second account, they simply asked me if I wanted to keep the second account. My account was not suspended, even though the casino knew I had a gambling problem and had previously been blocked on this site.

Dieses Online-Casino hat mich weiterspielen lassen, obwohl ich einen Selbstausschuss beantragt hatte und auch erhalten hatte. Als ich mich mit einem neuen Konto auf dieser Seite registiert hatte und dem Kundenservice mitgeteilt habe, dass ich wieder rückfällig geworden bin und ein Zweitkonto eingerichtet habe, hat man mich einfach nur gefragt, ob ich das Zweitkonto behalten möchte. Mein Konto wurde nicht gesperrt, obwohl das Casino wusste, dass ich ein Spielproblem habe und mich vorher auf dieser Seite habe sperren lassen.

Dear Grillz520,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

6. RESPONSIBLE GAMING

On request, we will close any account for a minimum period of one (1) month during which time it will not be possible for the account to be re-opened for any reason.

You can close your account under our responsible gaming self-exclusion policy at any time by contacting our Customer Support team by emailing (support@betplay.io).

Upon expiry of the self-exclusion period, you may request to re-open a closed account by contacting our Customer Support team.

An account that is permanently closed forfeits the remaining account balance and any future cashback, rakeback or bonus payments that is added to the account balance. It is the players' responsibility to make sure every all transactions and bonuses are fully completed before their account is closed.

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

• Do I understand correctly that your first account was closed after you requested self-exclusion?
• Could you please advise if any of your accounts have been verified?
• Also, do I understand correctly you still have access to your second account?

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

Best regards,

Kristina

Dear Kristina, thank you very much for your quick response. First of all, I would like to say that I have played in many online casinos in my life, but I have never experienced such behavior. This casino makes no secret of the fact that it exploits people who are addicted to gambling. I would like to answer your questions as follows:

Do I understand correctly that your first account was closed after you requested a self-exclusion? Answer: Exactly. My first account was closed explicitly because of gambling addiction. It was not a normal blocking but a blocking specifically because of my gambling addiction. I contacted the casino in confidence and explained my problem. My account was then blocked immediately. So up to this point everything was going OK.

Can you please tell us if any of your accounts have been verified? Answer: YES, I had to verify the first account at some point, after a certain number of deposits and withdrawals. As far as I remember, this was done automatically via a third party service provider. I could no longer make withdrawals until I had completed this verification.

Do I also understand you correctly that you still have access to your second account? Answer: I then registered a second account with a different email address on this site and quickly realized that this was a mistake. I contacted the casino again in confidence. Customer service fully understood the situation, knew everything about it and asked me whether I wanted to close this account too or not? I then replied that I would like to recoup my losses with this second account. Customer service then wished me good luck and did not close my account. It was only when I lost a lot more money that I complained and it was blocked. This behavior annoys me even more because the casino itself does not allow second accounts in its own terms and conditions.

As proof, I can gladly send you the chat history I have with the casino.

Liebe Kristina, vielen Dank für die rasche Rückmeldung. Vorab möchte ich festhalten, dass ich schon in meinem Leben in sehr vielen Online-Casinos gespielt habe aber so ein Verhalten habe ich noch nie erlebt. Dieses Casino macht überhaupt kein Geheimnis daraus, dass Sie spielsüchtige Menschen ausnutzt. Auf deine Fragen möchte ich wie folgt eingehen:

Verstehe ich richtig, dass Ihr erstes Konto geschlossen wurde, nachdem Sie einen Selbstausschluss beantragt hatten? Antwort: Ganz genau. Mein erstes Konto wurde explizit wegen Spielsucht geschlossen. Es handelte sich um keine normale Sperrung sondern um eine Sperre explizit aufgrund meiner Spielsuchterkrankung. Ich habe mich vertrauensvoll an das Casino gewandt und mein Problem dargestellt. Daraufhin wurde mein Konto auch sofort gesperrt. Bis hierhin lief also alles OK.

Können Sie uns bitte mitteilen, ob eines Ihrer Konten verifiziert wurde? Antwort: JA, das erste Konto musste ich irgendwann verifizieren, nach einer bestimmten Anzahl an Ein- und Auszahlungen. Das lief meiner Erinnerung nach automatisch über einen dritten Dienstleister. Ich konnte keine Auszahlungen mehr tätigen, bevor ich diese Verifizierung nicht vorgenommen habe.

Verstehe ich Sie außerdem richtig, dass Sie weiterhin Zugriff auf Ihr zweites Konto haben? Antwort: Ich habe danach ein zweites Konto mit einer anderen E-Mail-Adresse auf dieser Seite registiert und schnell gemerkt, dass das ein Fehler war. Ich habe mich wieder vertrauensvoll an das Casino gewandt. Der Kundenservice hat den Sachverhalt vollständig erfasst, wusste über alles Bescheid und hat mich gefragt, ob ich dieses Konto auch schließen möchte oder nicht? Dann habe ich geantwortet, dass ich gerne meine Verluste wieder zurückholen möchte mit diesem zweiten Konto. Der Kundenservice hat mir dann viel Erfolg gewünscht und mein Konto nicht geschlossen. Erst als ich daraufhin jede Menge weiteres Geld verloren habe, habe ich mich beschwert und es wurde gesperrt. Mich ärgert dieses Verhalten umso mehr, weil das Casino selbst in Ihren eigenen Bestimmungen keine Zweitkonten erlaubt.

Als Nachweis kann ich Ihnen gerne den mir vorliegenden Chat-Verlauf mit dem Casino zusenden.

Thank you for your reply, Grillz520. Could you please confirm whether both accounts were registered using the same personal information (excluding the email address)?

Can you please send me the self-exclusion request you submitted to the casino when you decided to close your first account? Additionally, please forward any other relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina, thank you very much. Yes, I can of course confirm that. I have sent all the relevant documents. Thank you very much for your help 🙂

Hallo Kristina, vielen Dank. Ja, das kann ich natürlich bestätigen. Ich habe die sämtliche relevante Unterlagen übermittelt. Vielen Dank für deine Hilfe 🙂

I will need a few more details to construct the timeline correctly.

• Please clarify which email address you used to register your first account, the date of registration, and when it was closed.
• Also, please clarify the exact date you created your second account and when the account was closed.

Thank you very much.

Hi Kristina, I am emailing you this information today. Thank you!

Hallo Kristina, ich lasse Ihnen diese Informationen heute per E-Mail zukommen. Vielen Dank!

Did you save the self-exclusion request you sent to the casino when trying to close the first account? I might have overlooked it, and if that is the case, could you please forward it again so we can gather as much information about your case as possible before confronting the casino?

Thank you for your feedback. I can't seem to find it either. But I can send you the attached message from the casino again.

Vielen Dank für die Rückmeldung. Diese kann ich irgendwie auch nicht auffinden. Ich kann Ihnen aber nochmal anliegende Nachricht vom Casino zusenden.

Thank you very much, Grillz520, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello Grillz520,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betplay.io Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

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 Grillz520,

I am trying to contact the casino outside of this thread. I will keep you informed of any developments.

Thank you very much Michal!

Vielen herzlichen Dank Michal!

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal Vicente