Player’s account was closed.

if you can help me restore my account in Betano, Sesame and bet365. I also have a bonus from Nostrabet when I was spinning the wheel, but luckily, 200 BGN cashback is for Sesame and nothing is given to me. Also lately, everyone I play with ignores me with a difference. musings that I can't play and only lose, I see obvious irregularities and I'm poor and unemployed, I spend my time playing games and whatever I take, I return it, but everyone is a wolf, there is no government, they trample rich people with money, and I play with BGN 10.20 in the meanest way they take it from me, they don't transfer the money knowing that I will take it again to play and so on until they take everything from me

Dear Stefkataseva,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. Could you please advise if there are any funds being held by the casino? If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you. 

Also please understand we mediate complaints with 1 casino in 1 complaint thread. Thanks for your understanding.

Best regards,

Tomas

I will get better myself, I see that there is no justice and no laws

I see that only Palmsbet appears among those I play and it probably triggered something because last night I spent 500 BGN there or it was a coincidence, I don't know, and yet this is something for me.

I am sorry but I don't understand what specifically is the issue. Please try to describe in as much detail as you can the issue, otherwise, I am afraid I will be forced to close the complaint as unjustified.

Dear Stefkataseva,

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.

Why Bet 365, while not allowing me, allows you and my husband and we do not know the reason, we have not used the site at all.

I asked them for the reason, they don't say anything, I asked for a contact address for their bosses, they don't say why, what are we doing to them, who is running away from the money

Casinos, in general, can close a player's account if there was no outstanding balance. It's their choice to do so.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.

Dear Stefkataseva,

I would recommend you apply for the self-exclusion of your accounts if you feel you are struggling with your play.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period ___ (permanently).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send emails to casino support of the casinos you wish to self-exclude in:

(you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

As the issue is not specific to a single casino, the complaint will now be closed. If you have any casino-specific issues in the future don't hesitate to contact us and we'll do our best to help. Thank you for your understanding. Don't hesitate to contact us if you have any issues with online casinos in the future.