BetBolt Casino - Nalog igrača ostaje otvoren uprkos zahtevima za samoisključivanje.

Dear Casino guru team,

Recently I had a losing streak and I started chasing my losses and knowing myself, I self excluded from al the online casinos for some period because I did not want to chase my losses and lose everything. All other casinos disabled my account except for Betbolt.

I have asked to self exclude several time over the last week but never received a response and after my self exclusion requests my account was kept open and I re-deposited and lost my money. This is both illegal and unethical for them refusing to disable my account after requesting several times.

I would like to get a refund on my losses that happened after I requested self exclusion.

I have attached the livechat conversation,

Regards,

Dear blowfly,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

6.5 BetBolt also offers self-exclusion tools. This allows you to suspend access to your account should you feel you are at risk of developing a gambling problem. Please contact support via live chat, and they will discuss with you the best course of action (time period, advice etc). Our support staff have received Safe Gambling training and are able to detect early signs of addiction, if they detect such behavior, they may reach out proactively to discuss with you.

Do I understand correctly that you still have access to your casino account? Could you please advise if you informed the casino about the reason behind the self-exclusion request? Please forward me all the self-exclusion requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Hi Kristina. I have emailed you the relevant information.

Thank you for your reply, blowfly. I must emphasize that in order for us to proceed with this case as a failed self-exclusion and request a refund, you must provide a self-exclusion request in which you inform the casino about your gambling problem. If you have such a request, please forward it to me as soon as possible.

If you did not save such a request, please let me know and immediately contact the casino. Inform them that you suffer from gambling addiction and you wish to permanently close your account, save the conversation, and inform me about the outcome.

Thank you in advance for your cooperation.

Hi Kristina. Thanks for your response.

Betbolt does not have a livechat or any other contact form where i can talk to any real person. The process goes like this:

You open the livechat

It gives you a list, where you select Self Exclusion as a request

After it has been selected, it is asking for how long you want to self exclude

After you select it, you get a response saying that someone will be in touch with you via email

So there is no way for me a I followed all these steps but nobody ever contacted me where I could explain my problem. My request is still being ignored and I re-deposited after I opened this request.

All other casinos immediately complied with my request except for this one. I feel like I have lost control, I keep going to the casino and lose money.

Please let me know if you have any other questions



As previously stated, we cannot address complaints regarding failed self-exclusion and request a refund if players have not notified the casino of their gambling addiction.

Dear blowfly,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru