The player from Greece had requested a lifetime self-exclusion and account blocking due to a gambling addiction. Despite assurances, the casino had not blocked the account, which led to additional losses. The casino had argued that the player did not specify a reason for the self-exclusion request. The player had claimed that the casino marked his self-exclusion request as complete without actually implementing it. We found that the player had not provided a clear reason for wanting his account blocked, which was a critical step in the process. As a result, we had to reject the complaint as unjustified.
IviBet Casino - Player’s self-exclusion request not implemented by casino.
Amount: €1,189
IviBet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
Public
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11 months ago
Translation
On Friday, December 29, and the early morning of Saturday, December 30, 2023, I lost a substantial amount of money at ivibet casino. The following morning, with a clear mind, due to my gambling addiction, I requested a lifetime self-exclusion and to have my account blocked. Despite assurances from two representatives and an indication that my ticket had been closed, this did not occur, resulting in me losing the remainder of my salary due to my addiction. Upon contacting them and mentioning that they should have had me blocked, they claimed that I did not specify the reason, and that is why they didn't block me. I'm not sure if KETHEA has a legal department, or if I should undertake legal proceedings through cybercrime prosecution, but this kind of negligence is unacceptable. It's ridiculous that they claim my ticket is closed despite my request for a ban while they continuously drain my money. In a similar previous experience with novinet, despite winning some money after asking them to delete my account, they did not give me my winnings but simply returned my deposits.
Automatic translation:
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11 months ago
Dear Anastasios1978,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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 IviBet Casino,
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."
I've observed that you initiated a permanent self-exclusion request from the casino on December 30th. However, as previously mentioned, you didn't provide a specific reason for this request. I couldn't find any confirmation from the casino that they accepted your request; instead, they requested you to specify the reason. I presume your account was subsequently blocked after you communicated your gambling issue to the casino. Is my understanding accurate?
Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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11 months ago
Translation
No betting company behaves in the worst way you did and believe me because of my addiction I know them all.
In your reply you should have stated that the self-exclusion request will remain open until you receive the reason and not state that the ticket was closed while as you now claim it was not completed.
All betting and gambling companies give users the possibility to self-exclude through their platform, but you want to have a say in this and do not give them the possibility to do it themselves in order to take their last money and you completely destroy to bring them to mental disorder as you did to me.
You are frauds and deserve no place in the betting market for this and you will not be officially given any legal license to operate
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11 months ago
I’m sure you understand that I don’t work for IviBet Casino but as one of the Casino.Guru independent employees and professionals I’m trying to help you to assist you.
Here are the forwarded screenshots from you:
As I mentioned in your initial request, you didn't specify the reason for wanting your account blocked. Despite the casino's prompt response, I haven't received any subsequent emails from you mentioning a gambling problem. Clearly stating the reason for self-exclusion or account closure is crucial, as many online casinos follow the standard procedure of understanding the grounds for blocking accounts. Not every player who requests account closure is necessarily struggling with gambling addiction.
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.
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11 months ago
Translation
Good evening and thank you for your intervention, I have made it known that the company has characterized the case of my exclusion request as complete without having excluded me. I have also forwarded my request to the Addiction Treatment Center of my country and from there I will also receive legal support as for the protection of players and responsible betting the banning of a user should be done immediately if he requests it, also a request block should not be considered complete if the request itself has not been satisfied. Finally if you think my request doesn't meet the criteria to stay on your page, please reject it.
Happy New Year!
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11 months ago
Hi Anastasios1978,
I trust that you successfully closed your account as recommended in my initial response. Please utilize that template for any future inquiries. However, in this particular instance, I regret to inform you that, based on the presented evidence, you are not eligible for any refund.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
