SELECT.bet Casino - Player’s attempts to close his account have been overlooked.

Sehr geehrte Damen und Herren, ich habe ein Problem und zwar habe ich mich schon zweimal sperren wollen beziehungsweise ein Einzahlungslimit einrichten wollen. Leider konnte das Casino mir keine Einzahlungslimit geben, so dass ich ständig viel viel Geld eingezahlt habe. Oft hat es auch funktioniert und ich habe mein Geld und sogar noch ein bisschen plus gewonnen. Habe mich dann versucht zu sperren. Die Sperre wird zwar wirksam aber ich kann mich dann wieder einloggen und das Casino sieht es dann als neu Anmeldung quasi an. Ich möchte mich aber dauerhaft sperren beziehungsweise Wenn es geht ein monatliches Einzahlungslimit einrichten. Ich habe heute 728 € verspielt und wollte eigentlich den Gewinn auszahlen lassen damit ich etwas ausgleichen kann. Leider ist das komplett in die Hose gegangen ich hoffe sie verstehen mich und können mir helfen

Dear Marcel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked Responsible Gaming section, and this is what I found https://www.select.bet/fi/pages/responsible-gaming:

„Select.bet allows its customers to self-exclude themselves from their accounts in the website for time periods of 6 months to 5 years.

The moment such modification is enforced on the account for a requested by the customer period, there will not be a possibility for that account to be reactivated under any circumstance unless the agreed upon period has expired.

An account is considered as simply closed if a customer did not specify the reason or the period, which they want for their account to be closed. In such cases, that account can be reopened at any point in time, upon a request from the customer in question.

Note:

• Such requests will only be considered if they are sent from the e-mail the customer in question used to register to the Select.bet site.

• A self–exclusion and account closure requests are considered to be fulfilled only after the receipt of a confirmation e-mail from Select.bet's customer support team.

• Select.bet is not to be held liable for any future accounts the self-excluded customer opens on the site. In those cases, where the self-excluded customer manages to bypass the Select.bet systems, no refunds will be processed.

Should you require more information on this, please feel free to contact our operators by live chat or e-mail, we would be happy to provide you with the answers you seek.

Select.bet does not fulfill requests for deposit limits on its customers’ accounts for any payment method, amounts or periods of time."

Is this the email address that you have sent the email to?

support@select.bet 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Ich habe Ihnen eine E-Mail gesendet. Mich ärgert es so sehr, dass dort Spielschutzbedingungen stehen sie überhaupt nicht eingehalten werden, ich habe leider dadurch eine Menge Geld verloren… Bei mir ist es so, dass ich mir ein Limit setzen muss, sonst setze ich Geld ein, weil ich denke ich habe eine gute Serie… Leider wurde gestern diese Serie nicht eintretend und ich habe den gesamten Gewinn verzockt....

Thank you, Marcel, for your reply. I’m very sorry to hear that you have lost all your winnings but unfortunately, to block your account you need to send an email to support@select.bet. Remember to include your username, reason why you wish to self-exclude yourself and a period for how long your account should remain closed. 

hallo, dass ist die Antwort des Casinos, dann brauche ich mein Konto ja nicht schließen, wenn ich es nach jeder Neuanmeldung eh wieder öffnen kann, oder ????

Dear  Marcel,

This is a confirmation email in regard to your account closure request.

We are sorry to see you leave but can confirm the account is now closed and will remain so indefinitely, meaning forever unless you wish to reopen the account at a later date.

In case you change your mind in the future you can reach us here in Customer Support at any time and we'll be more than happy to help you reopen your account.

Alternatively, if you subsequently attempt to login following this account closure confirmation, this action will be considered as an account reopen request and the account will automatically reopen.

Dear Marcel,

Could you please advise if you have requested an account closure or a self-exclusion? Have you specified in your request a specific time period and a reason why you’d like to do so?

Please allow me to explain a difference between closing an account and a self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What a player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost none impact - player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

Ich habe Ihnen eine Email gesendet

Thank you very much, Marcel, for forwarding the email which you have sent requesting the self-exclusion. I believe that your appeal will be honored in the near future. Could you please confirm that you have sent the email to support@select.bet? 

Dear Marcel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Habe ihnen eine email gesendet, ich kann jederzeit wenn ich mich anmelde sofort mein Konto wieder eröffnen, dass ist doch kein Ausschluss

Thank you very much, Marcel, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Marcel,

I looked at your case and the emails and understand your situation. I will contact the casino and see if I can help.

Dear Marcel and Casino Guru Representatives,

Thank you for inviting us in this thread.

We would like to inform the player, that as per his request, his account on Select.Bet was closed on 16/08.

Please note that, as per our Terms & Conditions - should you later attempt to log in after confirming the account closure, this action will be treated as a request to reopen the account and the account will be automatically reopened.

We hope you will find this informative.

Kind Regards,

SELECT.Bet Team

Das ist doch keine Regelung, denn ich kann mein Konto ja jederzeit wieder eröffnen dann brauche ich es doch auch nicht zu schießen? Es ist mir passiert ich habe mich wieder angemeldet und habe wieder viel Geld verspielt da muss doch endlich mal Schluss sein und man in der Lage sein mich komplett zu sperren beziehungsweise auszuschließen

Dear SELECT.Bet Team,

According to the forwarded emails from the player, the first attempt from the player to self-exclude himself took place on 16th of August at 9:43 CEST and it was confirmed at 14:59 CEST. Regarding this statement:

"Please note that, as per our Terms & Conditions - should you later attempt to log in after confirming the account closure, this action will be treated as a request to reopen the account and the account will be automatically reopened."

If a player asks for a self-exclusion in a casino and it is confirmed by the casino support, the player shouldn't be allowed to log in to their account and he definitely shouldn't be allowed to deposit money. If they can reopen their account just simply by logging in, the whole self-exclusion is of no use. We are strongly convinced if you let a player deposit money in your casino despite an active self-exclusion, the player's deposits should be refunded.

Dear Peter,

Thank you for your reply.

We appreciate your statement, however as it stands this is a rule stated clearly in our Terms & Conditions, which at the moment me as a Select.Bet representative cannot change.

I will pass the suggested actions to my colleagues so they could react better next time.

Hope you will find this informative.

Kind Regards,

SELECT.Bet Casino Team

Thank you SELECT.Bet Team for the reply. Unfortunately, as mentioned above, we consider this term unfair and the complaint will become unresolved. Unresolved complaints negatively affect the overall rating of the casinos listed on our website.

Dear Marcel,

As a last resort, you could submit a complaint to the Curacao Gaming Authority (certria@gaminglicences.com). It's not the best license out there, but they might be able to help. Let me know if you need further help (peter.m@casino.guru).