The player from Germany had been trying to self-exclude from an online casino due to gambling problems, but his requests were ignored by the casino. He had been able to log into his account despite numerous requests for self-exclusion. The player alleged that his total deposits since 2022 exceeded 5000€, but the exact amount was uncertain due to the casino's lack of response. The casino representative claimed that the player did not contact them for self-exclusion. The player insisted he had contacted the casino multiple times but received no response. After a series of communications, the player requested to close the complaint. We, as the complaints team, regretfully had to close the complaint due to the player's explicit request.
Robet247 Casino - Player's request for self-exclusion has not been honoured.
Amount: €2,000
Robet247 Casino
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3.7
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
6 months ago
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6 months ago
Translation
I have repeatedly tried to block myself from this bookmaker due to gambling problems.
The quoted amount refers solely to the deposits since 2022 that I can see, but I had tried to block myself several times before then and have been registered there for a longer period, so the amount will far exceed 5000€ (a request for information is also ignored).
Currently, I have once again requested a block - for all products of this casino group - and there has been no response. I am still able to log in.
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6 months ago
Dear chacoeur,
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).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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6 months ago
Dear Casino Guru team,
The player never contacted us to request a self-exclusion. In order for us to process their request, they need to contact us via email at customercare@robet247.com.
Kind regards,
Robet247 Casino
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6 months ago
Translation
Ok wow, that’s pretty bold!
I was assured of this both in chat and by email.
The email address support@robet247.com does not belong to you?
Even if the request should have been sent to a different email, I didn't even get a REPLY to my message to support.
I will contact the responsible supervisory authority with this answer.
PS: As you write this my account is STILL OPEN!!!
PPS: With the requested information under GDPR, things will become clearer, especially with regard to correspondence. I'm excited!
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6 months ago
So this is the info on your Website. Where it is stated that i have to send it to customercare@robet247.com?
Especially if i can Text support@robet247.com all day everyday you say and i get no answer from there?
You are in trouble man...
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6 months ago
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And just to be complete, I'm permanently banned from 1bet, which is also owned by Bellona NV. It obviously worked there. Same username and everything.
Quite strange.
I will also ask them about the GDPR. It will probably be about a lot more than the €2000.
edit: I see I applied for the GDPR there and also at 1bet. After requesting documents (verification) from 1bet, I haven't heard anything for over a month and Robet247 sent me an encrypted file but they didn't send me the password. 😉
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6 months ago
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I have surprising news!
My account is still open! 😅
I will not play their game and customercare@robet247.com write because this is not stated anywhere on the website and support@robet247.com There is an official email to which I have written my request several times.
But it turns out a Curacao license is not worth the paper it is written on.
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6 months ago
Dear Robet247 Casino representative,
Thank you very much for getting in touch with us and providing more information about this case.
Dear chacoeur,
I have checked the Terms and Conditions of Robet247 Casino and this is what I found regarding self-exclusion:
3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from robet247.com, he/she needs to contact us on the following email address: customercare@robet247.com.
Customer’s email needs to include the following information:
(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;
(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.
I have received the emails you sent. However, you mentioned that you do not have records of your previous self-exclusion requests to the casino. Unfortunately, having evidence of your request for self-exclusion due to gambling problems is essential for us to proceed with the investigation and request a refund of your lost deposits. Without such evidence, we cannot address the issue with the casino.
Additionally, please note that the casino operates under an Antillephone license. According to this regulator, it is not mandatory for casinos owned by the same company to self-exclude a customer from all their brands if the customer decides to self-exclude from one casino.
If there is any other information you can provide, please let me know. Otherwise, I will be forced to close this complaint due to insufficient evidence. Thank you for your understanding.
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6 months ago
Yes, i absolutely got it.
Yes, i don't have that mails i sent them maybe 5-6 years ago - that's why i asked for all my datas regarding the DSGVO, especially the correspondance. They sent me a data where only my name and date of birth are included.
So why they don't share that with me if all i tell is a lie?
And i see you know much about gambling addiction. This Casino has a official support-mail (support@robet247.com) and when a gambler within a "run" needs help you ask him to do multiple researches instead of just contact the support? I told you they never responded me when i wrote the support, right`? Did they tell you something else? If not, you find this behaviour unproblematic? That the support not told me "write to customercare? You think to ignore the gambler with this wish i adequat?
I guess my post will not be published as it is too obvious for who your loyalty is reserved for.
Even if i can't proof my case (because they deny me the DSGVO) the behaviour of the casino should alarm you (ignore, intransparence regarding communication) anyway. But of course just if you care about players and not only about casinos 😀
So this casino now has 3 Mails of me to, yes, "only" the support@robet247.com adress and they talk with you about this case...you think my account is still open? Make a guess 😀
Hope they pay you well!
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6 months ago
I agree that it would be ideal if the customer support guided you and explained to you which address you should write your self-exclusion request to and which information you should include. However, you have not sent us even the evidence of you contacting support via support@robet247.com
When applying for the self-exclusion, always 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. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion due to xxx
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 materials 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."
If your account is still open, please send the form that I posted here to the correct email address suggested by the casino (customercare@robet247.com) and add me in the CC.
Thank you.
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6 months ago
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Hello Veronika,
As I see, I actually forgot to attach the screenshots to the email.
However, to conclude from this that I would not provide any evidence is actually the same approach as Robet247. Instead of suggesting that I am making unproven claims, you could have simply written to me that you did not receive any screenshots.
However, I will not put you in the CC and you are welcome to close the complaint.
The "instructions" for self-exclusion are a joke and everyone who runs such a site should know that and therefore should also know something about addiction.
If I, as a gambling addict, manage to tell one (and other) casinos to please close my account, then it should be clear that this wish will be respected.
If you think the support of support@robet247.com can ignore me, then please write it exactly like that. Then other users will know what standards you set for casinos in terms of responsible gambling.
By the way, my account is still open - I wrote to the customer care address yesterday.
But everyone who reads this can form their own opinion: The casino receives three emails from me in which I request an exclusion, then this casino responds here too and yet my account is not blocked.
You find all of this correct and I take note of that.
You know, I come from Germany and am used to bureaucracy, but the fact that you follow the casino's flimsy explanation (users have to write to this email, other emails end up in the trash) is really frightening.
As I said, even if the email support@robet247.com is not the right one, she still didn't answer me and didn't refer me to someone else. Any child aged 3 and above would know what's going on here.
PS: I can still send you the emails and screenshots with the requests to the address.
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6 months ago
Dear chacoeur,
Thank you for your email. Unfortunately, we are unable to handle complaints related to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities instead of contacting Casino.Guru. While we always strive to assist players who have been affected by unfair casino practices, GDPR laws are beyond our area of expertise.
I apologize, but our policies clearly state that the player must provide evidence of their self-exclusion request. This is the only way we can ask the casino for refunds if the self-exclusion failed.
The casino asked you in this thread to send an email with your self-exclusion request to the address customercare@robet247.com. You mentioned in your last comment that you have done so. Could you please forward me this account closure request? Is your account now blocked?
