The player from Germany has been blocked without further explanation. The casino stated that the account had been self-excluded by the player, and so they would need to wait until the exclusion period had expired. Upon receiving evidence that supported this, the complaint was rejected. The player requested that the complaint be reopened and so the casino was contacted to see if there was any way to remove the limit, but it is clearly stated in the self-exclusion terms of the casino that this is not possible, and so the complaint was again rejected.
Mr Bet Casino - Player's account has been blocked.
Amount: €50
Mr Bet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
A blocking period was activated on my account without my intervention. I have already sent a formal cancellation email several times. chat logs are no longer sent to me either. the support always only says patience which now lasts more than a week. there are about 50 € credit on the account. please can you help me?
TheCooN82
Automatic translation:
Public
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2 years ago
Dear TheCooN82,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your funds with or without an active bonus?
Do I understand correctly that you have not received any clear explanation from the casino regarding this situation? Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
According to the support, my account is blocked until July 6th, 2022 (player self-protection) and I should have caused it myself, which is absolutely not true. the credit was earned from free spins and the wager was implemented. I've successfully paid out many times. I haven't received any emails or chat logs since this incident.
Automatic translation:
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2 years ago
Thank you for your reply, TheCooN82. Do I understand correctly that you are not aware of requesting this block?
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2 years ago
Thank you very much TheCooN82 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.
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2 years ago
Hello TheCooN82,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Mr Bet Casino to join the conversation and participate in the resolution of this complaint.
Dear Mr Bet Casino,
Can you please explain the situation with the player's account?
Kind regards,
Adam
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2 years ago
Translation
I got the answer today:
Hi Andreas,
I hope You are fine!
I am writing to you regarding your request to remove the self-exclusion limit from your account. Unfortunately we are unable to process your request and remove the limit before it expires. For this reason, we ask you to wait until it is automatically removed.
We thank you for your time and patience.
If you have any further questions, we will be happy to help you around the clock and at any time of the day or night
Kind regards,
Managing Director of the game club, Hanna
I do not agree with this because I did not initiate this block at all. My questions as to why something like this could happen were not answered at all. I assure you that I have nothing to do with it and there is absolutely no reason for it.
Greetings TheCooN82
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear All,
With such complaints, the user demonstrates compulsive behavior and possible signs of gambling addiction, on the basis of which we believe that the premature removal of the self-exclusive will harm the user. The user must wait until the expiration date of the limit.
The user set the self exclusion limit himself 2022-05-06.
According to the user agreement "before you decide to self-exclude you should understand the consequences of self-exclusion. You cannot remove the restriction before your exclusion period passes, neither can you edit the self-exclusion period."
Coming out of this, the user was aware when he set this limit and must take into account any consequences.
Best regards,
Mr.Bet Casino team
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2 years ago
Translation
the complaint was filed because you have let 2 weeks pass without doing anything. Your statement is not true and in this country it is defamation and constitutes a criminal offence. I did not initiate this! for what reason? that I could probably pay out the amount from free spins? just pay my money out please and it's done. lying so boldly is bad for a business relationship. I don't want to play from your site anymore after this promotion.
Greetings TheCooN82
Edited
Automatic translation:
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2 years ago
Dear Mr Bet Casino,
Thank you for your response. I have received supporting evidence from you via email and it will now be reviewed. I will update here accordingly in due course.
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2 years ago
Dear TheCooN82,
The casino has provided evidence that suggests that the exclusion has indeed been applied to the account by the account user, on 5/6/2022.
Please understand that we can only go by the evidence that is presented. Therefore, we will not be able to help further with this case and the complaint will be rejected. It can be reopened at any time.
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2 years ago
This complaint has been reopened at the request of the player.
Dear Mr Bet Casino,
The player insists that the exclusion was not placed by them and wishes for it to be removed. Is there any way that this can be achieved? You mentioned previously:
"the user demonstrates compulsive behavior and possible signs of gambling addiction, on the basis of which we believe that the premature removal of the self-exclusive will harm the user."
Could you please explain this further?
Kind regards,
Adam
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2 years ago
Translation
If the casino insists and doesn't admit their mistake then I can't seem to do anything about it. But don't let me be labeled or portrayed as a liar. I don't want to play at all. It's all about my credit which I insist on.
Thanks
Edited
Automatic translation:
Public
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2 years ago
Dear Adam,
Please check the evidences that we've sent to you in regards to prove that the user set self-exclusion limit himself. There was no error from our side.
The rules clearly state that the self-exclusion limit cannot be canceled in advance and this must be taken into account when setting the limit.
If the client set a limit, then he felt the need for this action and responsibly approached this issue.
For our part, we do not set limits on the account.
All that the client needs to do now is to wait until the expiration date of the limit, and he can continue playing on the site.
Best regards,
Mr.Bet Casino team
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2 years ago
Thank you for your response, Mr.Bet Casino.
Dear TheCooN82,
As mentioned in the terms and conditions of the casino,
"You cannot remove the restriction before your exclusion period passes, neither can you edit the self-exclusion period. Make sure to request the cashout before setting the self-exclusion, otherwise there will be no way to request for withdrawal."
For self-exclusion to be effective in protecting players, it is important that once a block is placed it is strictly adhered to.
While I understand that you state you didn't apply the limit, I would like to reiterate that we can only make a decision based on the information that has been presented, and the evidence provided by the casino suggests that the limit was applied to the account by the account user.
As such, there is nothing further that we can do to help with this case and the complaint will be rejected.
Should you still wish to take the matter further, I suggest that you contact the Curacao License Authority (https://www.curacao-egaming.com/public-and-players/complaints-landing) and submit a complaint to them. Please let me know how they respond should you do so (adam.m@casino.guru).
I am sorry I could not be of more help.
Kind regards,
Adam
