IviBet Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Good evening, I am facing a problem universal, while playing at this casino I found that I am a gambling addict, I had sent them a clear email to ban me from my account forever and they ignored it, I continued to have access and I had sent them again to site chat live chat that I want you to block me from your page forever because I have an addiction problem, they replied that they did, after some days I had access to my account again after about 12 days I found that my account was not closed and I deposited 1500 euros, as a result the casino did not protect me as I asked them to, I played and lost them, I have sent them many e-mails for the return of the 1500 that I deposited and they reply that they have closed my account after the moment I requested it, this is not the case, I requested it 12 days ago and my account was closed yesterday, will I wanted the refund to my bank account, thank you very much if you can help.

Dear Useruser,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Best regards,

Petronela

of course I explained to them that I want them to close it forever, I have sent you all our subsequent conversations by e-mail

Thank you, Useruser, for your emails and forwarded communication. Do I understand correctly that you haven't mentioned the gambling problem when communicating with the casino the first time (10.10.2022)? The only reason why you wanted to have one month break (not permanent self-exclusion) was that you lost a lot of money. The gambling addiction was mentioned for the first time eight days later only, is that right?

(screenshot deleted)

good morning, I clearly informed them that I want them to close my account at that moment because I'm losing a lot of money and they didn't do it.

Was your account closed after you mentioned the gambling problem, please?

Τούς ανέφερα να κλείσουν τον λογαριασμό μου στις 10 Οκτωβρίου και δεν το κάνανε, ο λόγος ξεκάθαρος ότι εχω χάσει πολλά χρήματα καί δεν μπορώ να το ελέγξω καί τό αγνόησαν, ο λογαριασμός έκλεισε μετά από με εβδομάδα και ημέρες , όταν τους ζήτησα την επιστροφή χρημάτων μου δηλαδή , παρακαλώ η δεύτερη φωτογραφία γράφει το όνομα μου αν μπορείτε παρακαλώ να μην φαίνεται δημόσια.

Dear Useruser,

I understand your point of view and I'm truly sorry that this happened to you. Unfortunately, if the account was permanently closed after you mentioned your gambling problem on the 18th of October, there's not much we can do. Please understand that without mentioning the gambling problem earlier, casino didn't know about your addiction. A person can lose too much money even without being addicted to gambling. Therefore we always recommend being clear and specific when communicating with casinos.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated 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.

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

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."

Please use this template for future references when requesting the self-exclusion. Sadly, there's nothing else we can do for you in this very case. Let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

please download the screen shot you have uploaded in the public discussion, I have sent it to you privately because it says my name.

I was clear in the discussion I had in the live communication casino with them to close my account because I have lost a lot of money and they did not.

The abovementioned screenshot was marked as a sensitive attachment and therefore never visible to anyone else outside this thread. Nevertheless, I deleted it as per your explicit request. You were clear about your gambling problem the second time when you contacted the casino and afterward, your account was blocked.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Thank you, Useruser, for your email.

I have checked the general terms and conditions, to see where players can submit their complaints, and this is what I found:

"19. COMPLAINTS:

You are free to contact our customer service team according to the instructions found on the Website to make any complaints regarding our services. The complaints are handled in the support department and escalated in the organisation of the Casino in case the support personnel did not solve the case immediately. You will be informed about the state of the complaint to a reasonable level. If the dispute is not resolved at the casino management level, you can contact any independent body, gaming authority or the licensing regulator listed on the Website. In the event of any dispute, you agree that the server logs and records shall act as the final authority in determining the outcome of any claim. You agree that in the unlikely event of a disagreement between the result that appears on your screen and the game server, the result that was logged on the game server will prevail, and you acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the relevant online gaming activity and the results of this participation. When we wish to contact you regarding such a dispute, we will do so by using any of the contact details provided in your Player Account."

If you wish to contact the Licensing Authority, you can do so by following this link ("Contact" section). Please let me know if you need any help with filing the official complaint.

Dear Useruser,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.