Sportbet.one Casino - Player's self-exclusion request is not honored.

Hi,

I had an issue with sportbet.one previously due to my gambling addiction. An they failed to honour the self exclusion and had a software error.

In my latest relapse I've managed to take out two credit cards and a loan to fund my addiction and wager over 1200 bets in the last few days.

This has cost me over 3350 GBP.

I initially tried to self exclude my account, only to be able to reopen it within a day.

Sportbet.one says they've a cool off period, however I can self exclude and reopen instantly with no cool off period as stated in their terms in conditions and I've added a screenshot of this as proof.

I've used my exact same coinbase account for transactions, which sportbet.one hasn't picked up on as well as same IP address. I feel sportbet.one need to do more to protect vulnerable customers.

They advertise as cool off periods and responsible gambling, but in reality all they've done is prey upon my addiction.

Any help in this matter would be much appreciated.

My sportbet.one account is [sensitive information removed by Casino.Guru admin]

I've attached screenshots showing time stamp of when account was meant to be self excluded and one minute later being able to log in. When their terms state 24hr cool off and account disabled, it's false and in fact they allow compulsive gamblers to sign in and out as they please even when they try to self exclude.

Thanks,

Aaron

Dear Stokesbomb,

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

Taking into consideration your previous complaint published here: https://casino.guru/sportbet-one-casino-player-s-self-exclusion-request let me summarize a few key points.

According to your previous complaint the casino advised against you creating more accounts in the casino and informed you it's against casino rules.

The casino explained the functionality of the 5-day self-exclusion, and compensated you due to a system malfunction:

"Please note that the 5-day self-exclusion is our standard procedure. In case, you have medical reports about the disease of gaming addiction we can manually delete your account immediately. In both ways, any refunds are not possible.

Also note, that we are a decentralized platform and cannot prevent you from creating a new account with new emails (you can create 100 more accounts with 100 new emails any day - and we cannot know that it is you). Therefore, more likely our platform is not the option for you."

Kindly explain if you informed the casino with your registered email regarding your gambling problem and whether the casino acted by blocking your account within a reasonable time.

I'll await your reply.

Hi, the casino has asked me to create a new account before to receive the bonus. It also no longer states in their terms and conditions about creating a new account.

I informed them by hitting their self exclude button as I've uploaded and shown it doesn't work and what they say works and blocks you for 24hrs in fact doesn't work at all. I've also emailed them, however accounts still open. I've spoke to live chat who said they'll notify them.

This happened previously and they just ignored me until yous got involved. They've nothing to help addicts at all and people struggling like myself and have just led me down a path to further debt.

The live chat team have been informed of my gambling addiction and account still open. They are informing their support team via email, still awaiting a response and account still open.

Just to update.. there is a day gone after raising gambling addiction issues, and addressing it via live chat and emails and the account is still active to log in and wager.

Can you please provide a screenshot of your conversation with live chat, informing them about your gambling problem and the screenshots of the deposits made in the casino?

Hi Tomas, I've attached the screenshots and I'll ask for a full list of transactions to them. I did since receive a reply and it stated my email went in their junk folder two days later and they only replied because they seen my trust pilot review, even though live chat as can be seen stated they would inform them.

Hi,

Is there an email address I could send deposits to? An is it deposits from both accounts or just this account? Thank you

You can send additional information to tomas@casino.guru I apologize for not replying earlier.

I am sorry but if there is no record of you informing the casino about any gambling problem our help in recovering your deposits from 27th of February to 11th of March is limited.

The live chat you submitted seems to come from the 11th of March.

As the casino explained in the previous of your complaint, they are unable to prevent you from creating new accounts and explained how the feature you are referring to works.

Have you informed the casino before March 11th?

Hi,

Before the 11th march I requested on their system to self exclude. Their terms and conditions now state this will cause a 24hr cool off period meaning i shouldn't have been able to access the account. However, I was able to access it, take out further credit and lose it all with them. That's the basis of the complaint.

When they were informed of it via email and live chat I still had to wait days for any response. They finally shut down the account, something they stated they couldn't do in my first complaint with them, which if possible I would revisit because they told me they couldn't close people's accounts down when in fact they do have full control over it.

I wish I could be of more help.

We understand the casino's capacity to prevent you from gambling is limited. Continuously creating new accounts is not something the casino can prevent, as you were publicly informed by their representative.

You were also publicly informed about the limitations of their responsible gambling tools.

Considering these circumstances we can't ask the casino to refund you any funds.

I would encourage you to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_33=true)

Please do not hesitate to contact us if you run into issues with any online casino in the future.