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Hello,

On June 28th, I had self-excluded myself permanently from this casino due to gambling addiction. The casino confirmed this (see attachment).

However, on August 7th, they reopened my account and allowed me to deposit. I promptly deposited 400 Euros which I subsequently lost. I contacted the casino and asked for a refund of my deposit. The casino refused the refund and closed my account again.

Hallo,

am 28. Juni habe ich mich selbst von diesem Casino dauerhaft ausgeschlossen. (Wegen Spielsucht) Das Casino hat dies bestätigt (siehe Anhang).

Trotzdem haben sie mir am 07. August wieder mein Konto geöffnet und mich einzahlen lassen. Ich habe daraufhin 400. Euro eingezahlt und natürlich verloren. Das Casino habe ich daraufhin kontaktiert und um eine Rückerstattung meiner Einzahlung gebeten. Das Casino verweigert die Rückerstattung und schloss das Konto erneut.

Dear Neptun07, 

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 a gambling problem).

Could you please confirm that you passed the KYC verification?

Did you clearly state in your request that you wished to be permanently self-excluded due to gambling addiction?

How did you reopen your account? Did you have to contact customer support? If so, kindly forward me the email you sent to the casino when you requested your account to be reopened. My email address is veronika.l@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

Hello,

no, a KYC check has not yet taken place because there has been no payment so far.

However, I have asked several times by email for an account closure due to gambling addiction.

At first the casino offered me a cool down period but I wanted a permanent ban.

The casino finally confirmed this to me by email.

Greetings Neptune

Hallo,

nein eine KYC-Überprüfung fand noch nicht statt, da es bisher zu keiner Auszahlung kam.

Ich habe aber mehrmals per Email nach einer Kontoschließung wegen Spielsucht angefragt.

Zuerst bot mir das Casino eine Abkühlphase an, ich wollte aber einen permanenten Ausschluss.

Letztendlich bestätigte das Casino mir dies auch per Email.

Gruß Neptun

Thank you for the screenshots. Could you please explain how you reopened your account? Did you contact customer support?

No, I did not open the account of my own accord. Betplays reopened my account on their own and let me deposit.

Nein, ich habe das Konto nicht aus eigenem Antrieb geöffnet. Betplays hat mein Konto von selbst wieder geöffnet und mich einzahlen lassen.

Could you please send me your "request query" the customer support was responding to in this email?

Hello, here is the message from Betplays again that my account is open again:

I did NOT ask for a reopening!

The refund request went through live support.

The last email to betplays was my reaction to the refund cancellation. After that there was no more communication between us.

Greetings Neptune

Hallo, hier nochmal die Nachricht von Betplays, dass mein Konto wieder offen ist:

Ich habe NICHT um eine Wiedereröffnung gebeten!

Der Antrag auf Rückerstattung lief über den Live-Support.

Die letzte Email an betplays war meine Reaktion auf die Absage der Rückerstattung. Danach gab es keine Kommunikation mehr zwischen uns.

Liebe Grüße Neptun

Thank you very much, Neptun07, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much, I hope that you can achieve something. I want to reiterate that I didn't reopen the account on my own. I would not have deposited again without the message.

LG Neptune

Vielen Dank, ich hoffe dass sie etwas erreichen können. Ich möchte noch einmal betonen, dass ich das Konto nicht von selbst wieder eröffnet habe. Ich hätte auch ohne die Nachricht nicht erneut eingezahlt.

LG Neptun

Dear Neptun07,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint anytime.

Dear Neptun07,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Neptun07,

The casino team informed us that they contacted you and offered a refund. Could you please confirm?

Dear Neptun07,

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.

Dear all,

I have received information, supported by evidence, confirming that the player was refunded, including the player's own confirmation.

Neptun07, we're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards, Jozef