Sportbet.one Casino - Player’s self-exclusion request was ignored.

Hello everyone,

I'm filing this complaint because the casino is failing to uphold responsible gambling practices.

On June 30th, I requested self-exclusion via email, and followed up twice, informing them that the self-exclusion tool on their website was malfunctioning. They neglected my requests, which resulted in my loss of 2,840 USDT between the 6th and 7th of July. I am seeking a full refund of this amount and a permanent self-exclusion from all their services, including the termination of my account.

Attached is the email I sent regarding my self-exclusion request.

Thank you for your attention to this matter.

Hello rad234,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sportbet.one Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What exactly is wrong with the manual self-exclusion request - can you describe it? When was the first time you mentioned gambling addiction? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Nick,

I am writing to express my profound frustration and disappointment with the casino's handling of my situation. As of June 28th, I was able to withdraw money without any issues, indicating that the casino was not using the standard KYC check. 

On June 30th, I informed the casino about my gambling addiction and urgently requested permanent self-exclusion via email. Despite this, the manual self-exclusion process was ineffective as it did not provide an option to complete the permanent self-exclusion. I followed up with an email on July 2nd, clearly detailing the urgency of the situation, however the casino dismissed my concerns.

As a result of the casino's negligence, I suffered significant financial losses in amount of 2840 usdt between July 6th and 7th. The casino is fully aware of my critical situation and my vulnerability to losing control, yet has shown a blatant disregard for my urgent pleas for help.

This lack of action and empathy from the casino is unacceptable and has exacerbated my already critical condition.

I’m kindly demanding your attention and your assistance to this matter to get a definitive closure of my account and a full refund of the made deposits between the 6th and 7th of July.

Many thanks in advance

Sincerely,

rad234

Hello rad234,

Please answer to all the previously asked question.

All the questions were answered but here again a summarized overview:

1- the casino isn’t using the standard kyc check and i was able to withdraw money previously on June 28th. As it’s mentioned on their website no kyc check is needed.

2- when requesting a self exclusion manually i had no option to self exclude myself permanently but it was only a 24 hours cool off period and i informed them immediately about the issue through emails and followed up twice to get my account permanently self excluded but it was in vain and my request got discarded.

3- First time i mentioned the gambling addiction was back to 30th June and the last time i spoke to them it was on 2nd of July and informed them of the gravity and the urgency of self excluding my account but all in vain again.

Hello rad234,

Can you please forward the self-exclusion request from the 30th in full format to nikolas.b@casino.guru?

Hello Nick,

can you check your email please, I’ve just forwarded you the self exclusion request followed with the whole conversation i had.

Best regards,

rad234

Thank you rad234 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rad234,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Sportbet.one Casino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello Michal,

my name is Jess, I`m the head of the Client success department.

We already have a thread on the LCB forum regarding this complaint. You can check it out here https://lcb.org/onlinecasinobonusforum/direct-casino-support/sportbet-one-support-and-complaints-thread#new_topic.

After the player's appeal, he was advised to follow the procedure in his account. 

Then Rad234 activated the cooling-off period on July 1, at 10:06 a.m. 

After 24 hours, he received an email that his account was reactivated. And if he wants to continue the self-exclusion process, he should click on the corresponding button. However, the player did not open this email, as you can see in the screenshot below.

Rad234 wrote us that the tool we provided didn`t work properly. But how he could know the tool wasn't working if he hadn't even opened the letter. 

Also, our Privacy policy states:

To terminate user account and remove all user-related data, User can choose one of the options:

Use the self-exclusion option on the website. To do it, the user should log in and go to the settings page https://sportbet.one/#settings/general and click on "Request self-exclusion." After that, follow the instructions which can be found here - https://sportbet.one/responsible-gambling.

Every new user needs to familiarize themselves with it:

Regarding the above, we do not hold responsibility for the player's action because the procedure was violated by the player.

Thank you Jess for the comment.

Dear rad234,

Could you comment on the provided information?

Hello Michal,

still this casino is falsifying the facts and turning them to their favor !!

Just after i got their email on the 2nd of July at 9:06 am, i sent them an email on the same day at 9:49 am where i explicitly and clearly said that there were no option and literally informed them about my problem with losing control and being a problem gambler and the gravity of the situation.

What i got is a discard and pure negligence instead of addressing the matter and helping me self exclude from their platform and this till nowadays where the account remains active !!

It's 1000% their fault by neglecting my request and ignoring my email and now saying they aren't responsible ! Well sorry they are more than responsible for the loss !

Dear Jess,

Do I understand correctly that after the player had asked for self-exclusion due to gambling addiction, he was given a cool-off period, which then he himself could extend into full self-exclusion?

Hello Michal,

Our platform has an automatic self-exclusion system. It means all players requesting self-exclusion on their account should undergo the same process. So, after activating self-exclusion, the system automatically sends a player an email to confirm a cooling-off period for 24 hours, which is the first step of the self-exclusion process.

After the cooling-off period, the system automatically sends a player an email you can see below.

Pressing the green button, a player is redirected to the website where (s)he can choose the period of the account disablement.

Permanent is also available at the very end.

After a player has selected the period, (s)he gets another email to confirm the choice.

For instance, a player chose 1 day.

It is all described on this page - https://sportbet.one/responsible-gambling.

Dear rad234,

Can you tell me if your account is already closed or if it is still open?

Dear Michal,

the account is still open and like no one really cares.

Here two screenshots that shows i’m still able to log in to my account

Dear rad234,

Can you proceed as per the casino's instructions, so the process of self-exclusion could be completed and your account closed?

And regarding the refund ?

Dear everyone,

Firstly, let me note that self-exclusion due to a gambling problem is a serious issue that should be treated with utmost importance and care. The players suffering from gambling addictions often lose control of their actions and can not help themselves. Actually admitting to the casino that one has a gambling problem is a big step.

With that being said, if an addicted player reaches out to the casino, and requests self-exclusion due to these reasons, he shouldn't receive a cool-off period, even if it's only 24 hours. His account should be immediately and permanently closed, with no previous cool-off period.

With that being said, we believe the player should have his account permanently closed and he should be refunded in this case.