Ybet Casino - Player's account has been reopened.

Ich habe ein Konto bei ybet.com und obwohl ich spielsüchtig bin, eröffnen sie mein konto wenn ich nachfrage.

Bitte helfen Sie mir um das konto permanent schließen zu lassen

Dear Sefedin25,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please specify how did you request the self-exclusion in the casino and when? Did you specify that you are having gambling issues when you made the request?

How did you contact the casino in order to reopen your account and what was their response? Do I understand correctly your casino account is currently still open?

Is your other complaint valid for the other casino as well?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hallo

Ich habe über den chat Support mein Konto schliessen lassen , da ich klar gesagt habe das ich spielsüchtig bin.

Dies wurde auch gemacht aber sobald ich wieder über den chat Support mein Konto wieder aktivieren will, geht das ohne Probleme.

Dies gilt nur für ybet.

Konto ist wieder aktiv

Bitte helft mir mein Konto permanent zu schließen

Thanks for your patience.

Is there any communication (chat transcripts, email) between you and the casino regarding your self-exclusion requests, please forward it to my email at tomas@casino.guru

Leider nein. Nur chat Gespräche

Thank you very much, Sefedin25, for your patience. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Sefedin25,

I'm Michal and I have taken over your complaint. I have reviewed your case and although I can understand that it is sometimes very hard to overcome your gambling addiction, it should be in your own interest not to request the casino to cancel your self-exclusion request. On the other hand, we believe that If a player asks to be excluded, the casinos should not let the players play until the predetermined period is over. Under no circumstances should they be allowed to cancel their self-exclusion without a cooling-off period. Ideally, they shouldn't be able to cancel it at all. I will contact the casino to see if we can help.

We would like to invite Ybet Casino to join the conversation.

Dear Ybet Casino,

Can you please permanently close the player's account without the possibility of reopening?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Sefedin25,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal