The player from the United Kingdom had attempted to self-exclude from Sportbet.one due to a gambling addiction but found the self-exclusion system to be ineffective as he was still able to wager funds. He had made four deposits following his self-exclusion request and despite communicating with the casino's support team, his account had remained open. However, the player had lacked concrete evidence to support his self-exclusion request which made it challenging for us to confront the casino. As a result, we were unable to assist the player further and the complaint was rejected.
Sportbet.one Casino - Player's self-exclusion request was not honored.
Amount: £600
Sportbet.one Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
6 months ago
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7 months ago
Dear SammyH,
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).
Have you specified the reason why you wish to be self-excluded? Would you be so kind as to forward me the first 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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7 months ago
Hi Veronika,
It was self exclusion. Their website has a request self exclusion button which i clicked and it logs you out. But you can log straight back in and re-enable account so this isn't self exclusion. Then in the live chat i posted i had mentioned it to them and really they should have closed the account there and then, however, it was still kept open for another 30 odd hours and that was after me emailing them as well.
Kind regards,
Sam
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6 months ago
Could you please specify how many deposits you made after you self-excluded through your casino profile for the first time? Have you received any confirmation of your self-exclusion after clicking on the activation in your casino profile? Please understand that without evidence showing your request for self-exclusion via the website, we are unable to confront the casino and demand a refund of your deposits. It's frustrating that the feature seems ineffective and provides a poor user experience, but proving anything without solid evidence is challenging.
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6 months ago
Hi,
I was able to make four deposits following this. The casino doesn't send any confirmation but they will acknowledge that it was hit and i was able to sign back in.
Following this theres live chats and emails so surely thats supportive to my case?
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6 months ago
I am sorry but without evidence from your side, we are unable to proceed with the complaint and assist you any further.
This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
