Get's Bet Casino - Player’s self-exclusion request is ignored.

Hello, my name is Cristina and I believe that Gets Bet violated my player rights. On February 3rd I sent them an email in which, among other things, I asked them to self-exclude me from the site. The email was read, they answered some of my questions but my self-exclusion was completely ignored. At that time, my account was self-excluded for 6 months, which expires on February 12th. On February 12th they reopened my account and allowed me to make deposits, although in another email I asked them how they don't realize when a player is addicted. I believe that they violated the law and I requested a refund of the amounts deposited on February 12th. They ignore my refund request and I answer my

completely different things. I attached evidence in which I requested their self-exclusion or talked about the case

my.Thank you

Dear Agora, 

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). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I sent you an email.

Thank you for your emails.

First of all, could you please forward me the original email you sent to the casino on February 3? Please send the entire email thread, rather than just a screenshot.

I have received several screenshots from you, including an email from January 26, where you informed the casino that you had already been self-excluded from another casino with the Romanian license. Could you please confirm if you are listed in the Registry of Self-excluded Persons maintained by the ONJN? If so, could you kindly provide the document confirming your inclusion in this register?

I will send you an email and redirect your messages with them. Regarding my self-exclusion at ONJN, I submitted the request on January 22nd and am on the lists of those who are self-excluded.

Ms. Veronika, I sent you emails from the email I used to chat with them, namely

And yes, I am self-excluded on countless sites starting December 1, 2023. I even had a self-exclusion even on the conticasino site which is on the same license as getsbet. In the emails with them, they were aware of the fact that I wanted to close the account. Thank you

I find it hilarious that in the decision they sent me it says, "By requesting and using a GetsBet account, the client declares that they do not have gambling addiction problems...", when in fact in all my correspondence with them I only wrote that I was self-excluded, that they should check self-excluded and undesirable people, etc.

Did you send the self-exclusion request to the ONJN via post? Do you have any evidence from ONJN that your registration was successful?

Also, I still have not received your self-exclusion request from 3 February that you sent to Get's Bet Casino. Please forward me this email in its original form, not as a screenshot.

Hello Ms. Veronica, as I said at the beginning, in my discussions with Getsbet I only talked about self-exclusions, refunds and player protection. In the email of February 3, I requested, among other things (see point 2), permanent self-exclusion from the site and avoidance of other financial losses. On January 26, I sent them another email containing the following text,,Also, given that self-exclusion is intended to protect vulnerable players and prevent their access to gambling, I believe it is important that it be respected at the level of the entire licensed market, not just at the level of the individual platform. If this is not yet implemented on your platform, I would appreciate further clarification on how this process is regulated and implemented according to national legislation and the instructions issued by ONJN.

In this context, I would request an additional analysis of the situation, considering the possible gaps in the implementation of the legal regulations regarding self-exclusion.,,and they did not take any action. On February 12th, I sent them an email asking them why they ignored my requests in the email, they closed my account for addiction. Doesn't it seem unfair to you? On January 22nd, I submitted a request for self-exclusion to the ONJN headquarters and this came into effect sometime after February 10th, as confirmation I am sending you what I received from other casinos. In another vein, I have forwarded all the emails with them that contained the words self-exclusion addiction gambling problems. Thank you!

Dear Veronika, I received an email from them, it seems aberrant to me but that's it, I imagine you won't receive another answer either. I feel very disappointed and sad. Thank you for everything you do. Respect🙏🏼

Thank you for your email. Unfortunately, I have repeatedly requested that you forward the email you allegedly sent to the casino on February 3, in which you requested self-exclusion due to gambling addiction. However, you have not provided it.

At that time, your account was closed because you had set a 6-month self-exclusion in your account. Once this period ended, your account was automatically reopened, and you were able to deposit and play again. Since the casino was not aware of your ongoing gambling issues at that time, and you had not yet self-excluded via ONJN, we are unable to request a refund for the deposits you lost on 12 February.

Due to the aforementioned reasons, this complaint will now be closed. 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.

Best regards

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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