SELECT.bet Casino - Player is requesting a refund of his deposits.

I am writing to raise a serious complaint regarding a significant

issue I encountered with my permanent self-exclusion from all

services and casinos of Bellona N.V.

Despite taking necessary steps to self-exclude myself, I found that the measures in place to enforce this agreement

were ineffective, resulting in financial loss and distress on my part.

To provide some background, I initiated a self-exclusion process on

the 6th of November 2022, excluding myself from Silver Play casino operated

by Bellona N.V. Subsequently, I ensured that my self-exclusion

extended to other projects under the umbrella of Bellona N.V.,

including Dreambet, Dachbet, Betonic, and all related platforms.

Understandably, I was feeling down and depressed after a period of

abstaining from gambling.

Coming across select.bet and, unaware that it was also a Bellona

project, I created an account and began gambling. It was disheartening

to discover that despite my self-exclusion, I was able to register

with the following email address s****s@gmail.com respectively

the following username rad2344 and participate in gambling activities

on this platform which belongs to Bellona N.V. Even more alarming was

the lack of attention given to my account regarding my previous

self-exclusion and subsequent gambling behavior. I engaged in

high-stakes wagers, exceeding 1000 euros within a span of just one

hour. This blatant disregard for responsible gambling regulations and

the absence of measures to prevent a self-excluded individual from

encountering further losses is deeply concerning.

Unfortunately, I incurred a total loss of exactly 3480 euros due to

this oversight, which I believe could have been prevented had the

self-exclusion system been properly implemented. So i'm requesting a refund of all my deposits on select.bet and solve this matter amicably with the casino representative before handing the case over to my lawyer after getting discarded from the emoore supervising entity for this casino.

Dear rad234,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SELECT.bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if your casino account is currently closed?

Could you please give us the details regarding the self-exclusion of your account on the platform of Bellona N.V. casinos? Please send any relevant details of the arrangement to my email address at tomas@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

I would like to express my gratitude for your swift response to my previous thread. I appreciate your attention to the matter at hand. I wanted to inform you that I have sent you an email containing all the relevant evidence, including the documents and correspondence with the supervising entity, Emoore.

In relation to this, I kindly request your assistance in ensuring the confidentiality of my email address. It would be greatly appreciated if you could blur or hide my email address in the first thread of our conversation.

I eagerly await your response and look forward to hearing from you soon.

Best regards,

rad234

Thanks for your email.

I checked the provided documents and conversations, but I am unable to find where it was determined you came to an arrangement the self-exclusion extends to more than one casino at a time.

Could you please explain who you contacted in order to arrange this and send me the communication?

I can see you have provided me with confirmation from other casinos about your self-exclusion.

Could you please send me the relevant communication you received from select.bet casino regarding the situation? I'll await your reply.

Hello Tomas,

Thank you for your prompt response to my previous email and for your cooperation. I apologize for any misunderstanding that may have occurred. I would like to draw your attention to the attached documents, which clearly show the self-exclusion actions I initiated.

On November 2, 2022, I personally initiated a self-exclusion on Thrillsy. This was followed by another self-exclusion on November 6, 2022, on Silverplay. Furthermore, on December 14, 2022, I self-excluded myself from Dachbet, and on January 5, 2023, I carried out a self-exclusion from Betonic where all this stated casino's projects operated by Bellona N.V.

I want to emphasize that all of these self-exclusion actions were done through direct contact with the customer support of the respective platforms. I will also provide you with the chat transcripts as proof via email, which may be in either German or English.

As previously mentioned, I have provided you with confirmation of my self-exclusion from the casino projects operated by Bellona N.V.

However, to my surprise, I discovered that I was not excluded from Select.bet. I was able to create an account using the same personal information and username. Therefore, despite the measures taken to prevent a relapse, it appears that the system's effectiveness was compromised.

I firmly believed that my self-exclusion measures would cover all platforms under the umbrella of Bellona N.V. including Select.bet. However, the fact that I was able to create an account with Select.bet using the same details indicates a flaw in their system, rendering the preventive measures ineffective. Regarding Bellona N.V. as corporate i want to add you an extreme important information.

Bellona N.V. operates a total of 9 casinos, and to the best of my recollection, I have self-excluded myself from 5 of them. It is really concerning to discover that I am not self-excluded from the remaining 4 casinos included Select.bet and this raises alarms regarding the effectiveness of the self-exclusion system implemented by Bellona N.V.

So to raise my complaint i didn't directly contacted select.bet because, upon conducting a search in the Curaçao Chamber of Commerce register, I discovered that Emoore is the managing entity under registration number 120860. Therefore, I lodged my complaint directly with them. I have attached the entire complaint I sent for your reference. Please note that this information is also mentioned on all casinos of Bellona N.V. including select.bet casino website at the bottom of the website where the licence logo is marked.

In their response, the emoore entity stated that the identifiers I provided, such as my name and date of birth, may not be considered unique by the operator's system. They claimed that it is possible for completely different individuals to have the same name and date of birth, which could restrict their registration if they were unfortunate enough to share that information with someone already excluded. Statistically speaking, this scenario seems highly improbable. So they refused to initiate a refund of my deposits as you might already saw in the document attached in my last email.

I'm really reaching out here to seek your assistance in obtaining a refund for my deposits, as I have experienced significant injustice. Your support in this matter is highly appreciated, as it represents my final attempt to resolve the issue amicably before considering legal action and involving my lawyer. I would like to express my gratitude in advance for any help you can provide. Additionally, please be assured that I am available to provide any further documents you may require.

Thank you for your attention to this matter.

Kind regards,

rad234

I fully understand your sentiment.

Unfortunately, in the casino's confirmations about your self-exclusion there it's not written 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.

Casinos licensed in Curacao are not forced by the license to self-exclude players' accounts in associated brands.

I would recommend you contact the casinos where you have an account opened and request a self-exclusion due to gambling problems.

I'll await your reply.

Dear rad234,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I apologize but unless this company promised you a block of some kind across multiple brands, this cannot be counted on to be applied automatically. Casinos licensed in Curacao are not obligated to share self-exclusion across multiple brands. A self-exclusion is needed to be requested in casinos licensed in Curacao one by one to be protected.

Self-exclusion of your account in select.bet will only be enacted if you request a self-exclusion in that particular casino.

As the owner or the operator of these casinos informed you it is unable to enact self-exclusion across their multiple brands even after you requested it, we would strongly recommend you self-exclude at each casino in which you have an active account.

Hey Tomas,

I appreciate your response. However, I'm quite frustrated with the reason they provided for refusing the refund. They claim that I used a different email address in their projects, which caused the issue. Frankly, I find this explanation to be completely ridiculous and disconnected from reality.

I understand your point about Curaçao's regulations not requiring them to extend the self-exclusion to other projects. Nevertheless, in their own statement, they acknowledge that I am indeed self-excluded from their services, but only under the email address chibobibo@outlook.de, which was my original one. They have no record of self-exclusion for the email address samlosbagloss@gmail.com, which I used for the same projects. This situation seems absurd to me, and I'm at a loss as to how I should proceed further.

Could you please provide some guidance on what steps I should take next to resolve this matter?

Your help would be greatly appreciated.

Best regards,

rad234

I am sorry but from my understanding, of the communication between you and complaints@emoore.com the self-exclusion was never requested from your side for Select.bet Casino

Since you haven't requested a self-exclusion in Select.bet casino directly and the operator didn't promise you in their communication the self-exclusion will be enacted across multiple brands, the self-exclusion itself in this particular casino couldn't have been enforced. Under these circumstances, we are powerless to ask the casino for any compensation for your deposits on your behalf.

Due to the abovementioned reasons, the complaint will be rejected as unjustified.