Betonic Casino - A conta do jogador permanece ativa apesar do pedido de autoexclusão.

The casino does not respond at all. I have a severe gambling addiction and have communicated this in the chat (which is rarely available). I requested for my profile to be blocked. No response; I was told to contact an email address. I have sent 3 emails already, but received no reply, and my account is still active, causing me to lose a lot of money every day because I have no control. A temporary payout of €4,600 was not processed even after 3 days, and I ended up losing it all again. Since the casino has shown no response, I demand a refund of all my deposits, totaling €4,300.

Das Casino reagiert auf nichts. Ich habe extreme Spielsucht und habe dies im Chat (sehr selten verfügbar) mitgeteilt. Ich habe darum gebeten mein Profil zu sperren. Keine Reaktion ich soll mich an eine Emailadresse wenden. Dies habe ich bereits mit 3 Mails getan, keine Reaktion, Konto noch immer aktiv und ich verliere täglich sehr viel Geld, da ich keine Kontrolle habe. Eine zwischenzeitliche Auszahlung von 4.600€ wurde auch nach 3 Tagen nicht bearbeitet und ich habe wieder alles verloren. Da das Casino keine Reaktion zeigt, fordere ich meine gesamten Einzahlungen in Höhe von 4.300€ zurück.

Dear xbptjbchqj,

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

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

• Could you please share your communication with casino support mentioning your gambling problems?
• Could you please forward your requests for an account block to my email at tomas@casino.guru?

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

Thanks for your email.

I can see the casino recently asked you to submit several documents for verification. Have you submitted them to the casino already?

Was your account closed in addition to you receiving this request from the casino?

Could you please explain whether your request sent in September was the first in which you informed the casino about a gambling problem?

Could you please explain when was the last time you deposited at the casino?

I'll await your reply.

I am not sending any documents to the casino, I want my account to be closed immediately because I have no control and it is the casino's duty. I informed them about this several times in September, including via chat.

my last deposits

Ich sende dem Casino keine Unterlagen/Dokumente, ich möchte mein Konto sofort schließen lassen, da ich keine Kontrolle habe und es die Pflicht des Casinos ist. Ich habe im September darüber mehrfach informiert auch per Chat.

meine letzten Einzahlungen

Again I only get this email. The account is still active

Wieder bekomme ich nur diese Email. Das Konto ist weiterhin aktiv

Thank you very much, xbptjbchqj, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 xbptjbchqj,

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 Betonic Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

The player mentioned gambling addictions to our live chat and was accordingly advised to contact our dedicated team at the designated e-mail address for prompt and efficient handling. He did it and his account was closed within the specified period without the possibility of reopening. Keep in mind that each request is handled manually and technical time is needed for its completion.

The timeframe for such requests is clearly described in our terms and conditions and our actions are in accordance with publicly available information.

Regards,

Dear Betonic Casino,

Can you tell me when exactly did the player send a properly formatted self-exclusion request to the correct email address, and when exactly was his account permanently closed?

Dear Michal,

The player submitted their request to the designated email address on 21.09.2024. After further review, the dedicated team closed their account within the timeframe specified in our terms and conditions.

Please note shortly after submitting his request via email, and before our team had the chance to even review it, the player made some deposits, as you will be able to confirm from the dates in their screenshot. Also, please keep in mind that there were no further deposits after that date.

Regards,

Betonic Casino

Dear xbptjbchqj,

Can you tell me when exactly you provided the casino with the requested documents, and also, when was your account closed?

I tried to tell the casino this in the chat before September 21st so that they could block my account immediately. A chat is very rarely available (the function to block your account must be available at any time, 24/7, according to German law). On September 21st, I received the information in the chat that I had to request this by email, which I did immediately. The account was only closed on September 27th.

Terms and conditions cannot be above the law of the country. The casino must respond promptly, which it did not do.

Ich habe dem Casino schon vor dem 21.09 versucht im Chat dies mitzuteilen um mein Konto direkt zu sperren. Ein Chat ist sehr selten verfügbar ( die Funktion sein Kinto zu sperren, muss nach deutschem Recht, jederzeit möglich sein 24/7). Am 21.09 habe ich dann im Chat die Information erhalten, ich muss dies per Email anfordern, was ich umgehend getan habe. Das Konto wurde erst am 27.09 geschlossen.

Allgemeine Geschäftsbedingungen können nicht über dem Recht des Landes stehen. Das Casino muss umgehend reagieren, was es nicht getan hat.

Dear xbptjbchqj,

Do I understand correctly that the email from the casino, in which you were asked to send your documents, was sent to you on the 26th of September?

Yes that is correct

Ja das ist richtig

Dear Betonic Casino,

Do I understand correctly that there were no deposits made after the player had sent a correctly formatted self-exclusion request on the 21st of September?

Dear Michal,

The player submitted their request to the specified email address on 21.09.2024. After further review, the player was asked to provide basic identity documentation on 25.09.2024. Since we did not receive a reply from them, we requested it again on 26.09.2024.

The player last deposited on 24.09.2024, as you can confirm from the screenshot they provided. There were no deposits after that date.

Regards,

Betonic Casino

Dear everyone,

I believe that the self-exclusion process was handled correctly and within a reasonable timeframe in this case. The player was informed about the casino's procedures for correctly requesting self-exclusion - that is sending an email to the dedicated email address - and after this had happened, the whole process happened fairly quickly. The casino had asked for the required verification within three working days, which we consider a reasonable timeframe for the casino to react and proceed with the self-exclusion request.

Since the last deposit was made during this period, it is not considered by us to be refundable, due to the fact that the casino needs a certain amount of time to deal with the self-exclusion requests, as they have to be sorted out manually, one by one.

Due to the aforementioned reasons, 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.