The player from Germany had requested self-exclusion but his account had remained active, receiving bonus offers instead. He also reported that an account with a related casino had been reopened without his request. The player confirmed that he had requested self-exclusion from all partner casinos operating under the same license. Despite multiple attempts and verified emails, his accounts had remained open and some were even reactivated. We had reached out to the casino for clarification and the player was subsequently contacted by the casino, and his account was closed. The player was promised a refund, which he later confirmed he had received in full. We marked the complaint as 'resolved'.
N1 Bet Casino - Player's self-exclusion request ignored.
Amount: €1,630
N1 Bet Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
I have an unbelievable experience with this bookie and the whole DAMA Group. They also own betibet.com and betonred.com.
I closed my account at betibet in april - i had to repeat that several times.
In may i played and lost 1630€ at n1bet and i wanted to self-exclude me there too. i asked for it yesterday morning. nothing happened - no answer, no reaction.
The most brash thing:
Instead of closing my account they sent me a bonus offer.
You won't believe, but i can send all screenshots, betibet reopened my account without me asking for it and offer me a freebet today. this is really ridiculous. open an account and try to get the gambling addicted person who asked for help with a freebet. i have no words for.
just to make clear: i wanted my account to be closed and the dama group instead opens my already self-excluded account?!?
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5 months ago
Dear chacoeur,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions of Betibet Casino, and this is what I found:
SELF-EXCLUSION UPON REQUEST
You can set a self-exclusion limit for a specific period of time. If you do this, your player account will be immediately deactivated and you will be excluded from all promotional offers for the specified period. If the limit is active, you will not be able to deposit or withdraw funds. After expiry, your account will automatically be reactivated.
If you are banned from the casino yourself, you will not be able to log into your account and withdraw your remaining balance. After self-exclusion, please contact our support team at support@betibet.com to initiate the withdrawal of the remaining balance. Our support team will contact you within a reasonable time with information about the cancellation and will assist you.
Please note that active self-exclusion does not exempt you from the verification process if required by the casino to process funds. The remaining balance will be paid out according to the casino limits.
Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
- Could you please advise if you have requested a self-exclusion from N1 Bet Casino directly before the 16th of May 2024?
- Is your casino account currently closed?
Looking forward to hearing from you.
Best regards,
Tomas
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5 months ago
Translation
Hello Thomas,
Yes, I requested my exclusion from the N1bet Casino at 10:15 am on May 16, including all partner casinos that operate under the same license.
I have not received any response to date and my account is still open.
I repeated my request yesterday morning at 7:15 a.m., 10:08 a.m. and 5:29 p.m.
I didn't receive any response other than a free bet.
On the contrary: At 4.35pm yesterday I received an email saying that Betibet Casino missed me and was offering me a free bet. My account had been reactivated - after I had clearly closed it in April due to gaming problems.
So can you really do anything in Curacao? The license there isn't worth the paper it's written on, is it?
Currently, despite multiple, verified emails requesting that all of my accounts be blocked, they are still open and some have even been reopened. Unbelievable.
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5 months ago
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Maybe it would be good to change the title from "was ignored" to " is being ignored".
My account is still open and I get the next bonus offers. 😀
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5 months ago
Thank you very much, chacoeur, for providing the necessary information, chacoeur. I apologize for not replying sooner.
- If you are struggling with an issue with Betiet casino, I would recommend you file also a new complaint on our website specifying the issue, since each complaint in our service focuses on a single casino.
- I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. If you have any open accounts in online casinos I would recommend you take advantage of this tool.
- I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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5 months ago
Hello chacoeur,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear N1 Bet Casino,
Could you possibly provide additional information regarding the self-exclusion attempt and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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5 months ago
Translation
Hello Michael,
the casino contacted me and my account was closed.
I was also promised that the money would be refunded, but it hasn't arrived yet. I will let you know as soon as I can report that it has been processed.
lg
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5 months ago
Dear chacoeur,
Thank you for the update. I am glad your case has moved in the right direction. I will be waiting to hear from you, please, let us know when you receive your money so we can close this complaint in our system as resolved.
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5 months ago
Hello Michal,
i just received the refund of 1630€ in full.
Thanks for your help
Gabriel
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5 months ago
Dear chacoeur,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Michal V, Casino.Guru
