Sportbet.one Casino - Player is requesting a refund of his deposits.

i have self exluded myself one time from gambling addiction from that casino and i didnt have acces anymore to login by my email . but yesterday i tried to log in by facebook with same name and surname and email and account was created. i deposit and withdraw so many time , no restrictions . as a result of their lack of security i lost 700 EOS OR 700 euros. How they operate when they dont have minimal of security. you can create another account with same name and surname and email.i want refund of my last deposits which are total 700 EOS .

Dear sofokli92,

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

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

• Do I understand correctly that the newly created account was created using the option to register via a social media account?
• Was your previous account created the same way?
• Do I understand correctly that both casino accounts were ultimately connected to a single email address?
• Did you contact the casino with your request? What did they say?

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

Best regards,

Tomas

hello sir , yes by social media with same email adress, name and surname. i contact them and they said you are self exluded , we dont make refunds because you created a duplicate account ! its their lack or security because at other sportsbook you cant create duplicate account !

any news from here ?

Thanks for your patience.

Could you please forward your original self-exclusion request, or confirmation from the casino that your account is self-excluded in the casino due to gambling problems? My email is tomas@casino.guru

Thank you very much, sofokli92, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

hope with your help , they will take their responsability. its their fault that system doesnt work and doesnt prevent you and not hacker fault .

Dear sofokli92,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we regret to inform you that we must close your complaint as 'unresolved'. However, please note that the casino may reopen the complaint at any time.

Dearsofokli92,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Regrettably, the casino lacks proper licensing and has a struggling reputation on our website, leaving no additional measures to be pursued. Please be aware that this unresolved complaint will negatively impact the casino's reputation. If you have any further questions or require assistance, please do not hesitate to contact us.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint at the request of Sportbet.one Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

look if before 4 months 700 eos value 820 euros , now 700 eos value 350 euros ! if they want to refund me , i want to be refunded fairly !

Hello, my name is Jess, head of customer success department. First of all, sorry for the late reply, a colleague of mine saw this thread recently.

At the meeting with the risk management department, I received all the necessary information about the player "sofokli92". I understand his dissatisfaction with the problem of not being able to block himself on our platform.

FYI, the player "sofokli92" had 2 accounts on our platform. One of the accounts was profitable and was subsequently deleted by the user from the system, on the second the user lost his funds and he opened this discussion about it. All bets on both "sofokli92" accounts have been fairly settled and paid to the player so that no refunds can occur.

Unfortunately, it seems that our platform is not suitable for sofokli92, as we are not a classic betting company. We are a decentralized platform that only works with cryptocurrency. This is our main advantage and difference from classic bookmakers. Because of decentralization and anonymity, we do not control player accounts or request any data. We can block a player's account at his request, but we cannot prevent him from creating new accounts.

I hope this information will be clear to sofokli92 and the moderators of this discussion. If you have any questions, don't hesitate to ask them here.

the problem with this account is that i requested to be blocked , here , by email, by chat and you first said to me that you closed it . than you said it was a hacker system problem that you werent able to close my account ! the second account was with same name surname and email ! your system is down and your will to solve this is down !

Dear sofokli92, at the time of your inquiry, we were subjected to a hacker attack, due to which some of our services did not work (including account blocking). However, since we are an anonymous and decentralized platform, we do not control the process of creating accounts. At the client's request, we can block his account, but we cannot prevent him from creating new ones. This is the principle of anonymity and decentralization.

In general, our deletion of a player's account upon request has very little meaning, since the player can create many new ones without hindrance. That is, if we blocked your account at the time of your request during a hacker attack, you could create a new one in a matter of seconds. This is a feature of our platform that makes players appreciate us.

i have requested here 6 , 4 months ago,by email , by chat to close my 2 account . and you have failed to close it until today that we walk. you says hacker attack, general word to cover yourself. but hacker may have been 1 week, 2 weeks not 6 months. according any rule you have to refund me for not being able to put my self exlude desire !

Dear Moderator, I understand the player's dissatisfaction, but as I mentioned above, the entire game was 100% fair, all bets were calculated correctly. Therefore, given the peculiarities of our platform, I do not see the possibility of a refund.

Decentralization is not about blocking or restricting players, it is about freedom and unrestricted use of the platform in any convenient way. This is our specialty and we do not plan to change it. I hope for your understanding.

you didnt dare for 6 months to reply and now that you reply , you are not taking your faults or mistakes to do a refund but just ignoring all your faults on hacker side .

I am extending the timer by 7 days since I need more time for evaluation.

at their response before 1 week here , they accept the responsibility that their system didnt work on blocking account because of the hacker . if a hacker attacks their system, its because their fault not mine . ""Dear sofokli92, at the time of your inquiry, we were subjected to a hacker attack, due to which some of our services did not work (including account blocking). " so they dont have the godwill to solve this case by refunding me 850 euro. they remains a company below average , not serious to trust !

Dear sofokli92,

have you informed the casino team about your gambling problem in any of your messages?

Dear sofokli92,

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 have informed them by live chat , by emails by everything/

after i have requested them several time to self exlude me for first time and second time . they have failed to self exlude . they have ensured me that we have self exlude you, and that was the reason i asked from them a proof that i have been self exluded. they didnt gave me because they werent able to ensure me that service. they hide behind hacker attack, a general world. hacker doesnt have to do with this service. because website was working normally , live bets and everything. only hacker attack self exlude option 😂🤷🏻‍♂️

Dear sofokli92,

Could you please provide me with evidence that clearly shows you informed the casino about your gambling problem? Based on the information provided, it seems that the casino team was not aware of your issue.

When a player informs support about a gambling problem, their account should be blocked as soon as possible. Additionally, the casino should be proactive in preventing the player from creating further accounts, at the very least by blocking registrations with the same email address. In such a case the player deserves a refund in my opinion, however, without specifying it, the casino cannot be aware that you are out of control, and we believe the refund is not fully justified.

i have request by chat 10 times to self exlude. after i have requested , and they were not able to closed me . i asked them a proof they have closed me , they werent able to self exlude me and werent able to give me a proof of self exlude !

after this discussion i have left another 3000 usdt there , they have failed to close my account ! iam done

Dear sofokli92,

be aware that I cannot see any mention of the gambling problem in the provided screenshot above. Be aware that if you fail to provide satisfactory evidence I will be forced to reject the case.

f*** you

Dear sofokli92,

Please be aware that we do not support such behavior. If it is repeated, you will be banned from our site permanently.

I believe your last reply addresses my questions. Since you failed to provide satisfactory evidence, I have no other option than to reject your case. Based on the evidence provided, the casino team was not aware of your issue.

When a player informs support about a gambling problem, their account should be blocked as soon as possible. Additionally, the casino should be proactive in preventing the player from creating further accounts, at the very least by blocking registrations with the same email address. In such a case, the player deserves a refund, in my opinion. However, without specifying it, the casino cannot be aware that you are out of control, and we believe the refund is not fully justified. However, I do agree that the best case would be not allowing creating an account with the same email address. I am very sorry but I am forced to reject your case.

An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.

Best regards,Jozef

jozef.k@casino.guru

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