Betonic Casino - general discussion (page 2)

Yes, I had specified the gambling problem as my motivation. In these cases, to which authority should a complaint be made? Antillephone handles complaints only via email if I'm not mistaken ..

Since they're licensed in Curaçao, that's the authority you can contact regarding this. You can also submit a complaint on our website, but I'm sure you already know it.

I just opened the complaint here. But if it is not successful, which email address should the complaint be sent to? complaints@gaminglicences.com?

It's correct?

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It might be on this link: https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint

They are not licensed Antillephone. That is another authority.

After almost two months the Antillephone authority answered me. I had to submit a complaint with another email address to get a response from them as they kept ignoring me.

Well this was their answer:

After this embarrassing response I sent them the email I sent to Betonic in which I specified that the reason for the self-exclusion was precisely for problems with gambling and that therefore that declaration was false.

Despite this, they rejected the complaint without giving me any reason.

I wanted to share this experience to make you understand the level of unreliability of the Antillephone authority that protects their casinos despite such a serious issue as self-exclusion.

Warn players who rely on Antillephone licensed casinos that they receive this treatment in case of complaints.

Could you please share the email you sent to the casino here as well?

I attached screenshots of the transactions subject to complaint, the personal data and email address entered in the new open account which were identical to the one closed due to self-exclusion and the Betonic email which had confirmed the closure of the first account due to permanent self-exclusion. Basically everything I sent you in the complaint I opened here at Casino guru.

Faced with the evidence of all the evidence they rejected the complaint.

Hello and thank you, however, we would like to see the email where you inform the casino about your gambling problem. The one you sent to the casino in the first place.

Can you do that please?

Sorry I thought I read authority rather than casino. Here is the self-exclusion email sent to the Bellona casino on November 29, 2021.

I was very angry because before that email I had sent at least four more in the space of a week and they were all ignored making me lose more money.

Hello and thank you very much.

In general, self-exclusion should work much more efficiently and smoothly to protect players. I will consult these print screens with Google translator - I'm not familiar with the Italian language, I'm afraid.

Hello again,

would you mind forwarding this original email to me (radka@casino.guru), please? It would help me a lot with the translation.

I forwarded everything to you by email. Look at the last two because on the first there are only screenshots.

Thank you for all your emails.

I must say that you were very rude in the way you informed them about your gambling problem. Just saying the obvious. What seems to be interesting here is that even I got the impression that you would play anyway in sisters casinos. So you sent an email where you summarized what you had lost and informed them about your gambling issue. I'm sorry but it sounds like an excuse in advance. On the other hand, I would also like to say that the licensing authority somehow overlooked the part about your gambling problem. From my point of view, it was loud and clear.

The fact that he was rude is because as I said I was angry and exasperated because they kept ignoring my requests for self-exclusion prior to this one. In fact, before that request I had sent other requests for self-exclusion, all ignored, making me lose another 1000 euros. Therefore the final sentence of my email meant that if they continued to not apply the self-exclusion on Betonic I would ask for a refund on subsequent deposits at that casino. So I don't understand what you mean by saying it sounds like an excuse upfront.

However, the next day I finally had the self-exclusion but after less than a month they allowed me to open a new game account on the sister casino Thrillsy on which I lost the 1750 euro which was the subject of the complaint.

Regardless of the rude words, the authority had to decide on the basis of the facts which are clear and indeed demonstrate the bad faith of the casino that declared the false.

My feeling is that there is clear protection of these casinos by the Antillephone authority. The fact that they only responded to my complaint after I used another email address to get in touch with them also proves this. And the way in which they then replied was superficial and hasty as if the decision had already been made regardless.

If we talk about rude ways then I challenge you to contact their chat support to see how their operators respond to the issues. They are arrogant and tease you by inventing answers to just make you shut up and good and lead you to exasperation. I would never have used such language if I had not received shameful treatment from them.

The fact is that my complaint was legitimate and the authorities nevertheless proved the casino right.

Hello,

I see that this issue history is quite complex - I can only reflect on fragments you sent me, so to you, my answer may sound out of context. And it probably does.

If staff treats players poorly by being unpolite or worse, ignoring serious requests, I'm not going to defend such behavior, of course.

What can be said about the Antillephone authority based on its haste verdict? Nothing positive, for sure...

I don't find the history of this problem complex. A casino has not complied with an active permanent self-exclusion for gambling problems and the authority does not accept the complaint. I see it very simple: the authority has an interest in not going against the casinos to which it has granted the license even in the face of obvious responsibilities. The reason may be corruption or economic interests related to the licenses from which the authorities earn. In this context Antillephone licensed casinos will always get away with no fear of having complaints against.

I would very much like to know if there is any player who has managed to obtain a positive outcome from a complaint presented to this authority. I do not think so..

Hello,

the part with the Antillephone authority is pretty clear sadly. I meant your history with those casinos and all emails and chat conversations.

I'm quite sure you could find tons of negative feedback towards this authority here on the forum, however, I can't recall just a single positive one.

Just an example: https://casino.guru/forum/complaints-discussion/communication-with-antillephone-nv-8048---jaz