PureBets Casino - Player’s account closure request is delayed.

Es geht um das neue Casino PureBets. Ich habe um Kontoschließung, aufgrund von Spielsucht gebeten. Seit mehr als 8 Tagen werde ich ignoert. Und auf E mails wird nicht reagiert.

Mfg

Dear Tekodi, 

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). 

Could you please send me the screenshots from your chat with the date and time of your request clearly visible? If you have any emails with your account closure request as well, please forward them to me. My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Ich habe dir die E Mail geschickt.

Es geht um einen Selbstausschluss. Den habe ich beantragt.

Mfg

Thank you very much, Tekodi, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 in the near future.

Hello Tekodi,

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 PureBets Casino,

Could you possibly provide additional information regarding the self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

This is to inform you that the player's account has been excluded according to the timeframe specified in our Terms & Conditions.

The player submitted a request to our specialized department, but first needed to complete a standard KYC verification. Once the necessary documents were provided, the account was excluded and the player received an email confirmation. 

Best regards,

PureBets Casino

Sehr geehrtes Casino,

Ich habe mehrfach Ihren Chat informiert und Ihnen Mails geschickt. Es kam sehr spät ne Antwort.

Eine Verfizierung ist doch nicht notwendig, wenn ich mich ausschließlichen möchte. Gerade bei Spielsucht.

Ich bitte daher die Beträge zu erstatten, die ich ab der ersten Mail wieder eingezahlt habe.

Mfg Tekodi

Dear PureBets Casino,

Can you give me the following information:

1. When exactly did you receive a properly formatted self-exclusion request mentioning gambling addiction?
2. When exactly did you reply to this request, asking the player to provide the documents necessary for the KYC verification?
3. When exactly did the player provide those documents?
4. When exactly was the player's account closed?

I appreciate your cooperation, and I am looking forward to your reply.

Dear Michal,

The player initially reached out to request self-exclusion on September 3, 2024. As you understand, each request goes through a manual review, and technical time is required in order to be processed. The account has not been KYC verified hence our team asked for documents on September 10, 2024, which the player promptly provided the same day. The account was excluded on September 12, and the player received confirmation on September 13.

Kind regards,

PureBets Casino

Thank you, PureBets for the provided information.

Dear Tekodi,

Can you tell me when exactly did you make the deposits that are being contested in this case?

Leider kann ich das nicht mehr genau. Aber das Casino kann die Einzahlung einsehen. Ich kann mich nicht mehr einloggen. Daher wird es schwer.

Dear PureBets Casino,

Can you provide us with the information as to when the player made the deposits after their self-exclusion request?

Dear Michal,

Please be advised that the player's most recent deposit was made three business days after their self-exclusion request, which falls within the specified processing period for such requests outlined in our Terms & Conditions.

Best regards,

PureBets Casino

Dear PureBets Casino Team,

Let me mention that the self-exclusion process should be treated with utmost importance and haste, as the players are often not in control of their actions. Therefore, I find the period of 5 business days (from the time of the self-exclusion request to the time you have asked the player to provide documents) to be too long.

Even if you claim that this aligns with your terms and conditions, it does not meet the standards of responsible gambling. The player deserves a refund of the most recent deposit, that they made after 3 business days from the self-exclusion request, as we believe this time period is sufficient for completing the request. Would you be willing to refund the player?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear everyone,

Following further discussions with the casino representatives, I want to clarify that the player’s latest deposit was actually made on the third business day after submitting the self-exclusion request, not the fourth as previously indicated. This detail impacts the situation, as it falls within the timeframe in which deposits are not eligible for refunds due to the processing period required to complete self-exclusion requests.

That said, I still find the five-business-day period (from the time of the self-exclusion request to the time the player was asked to submit documents) excessively long. I would strongly recommend that the casino expedites this process to prevent similar issues from arising in the future.

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