A Verdade de Bettsson

Hello, I sent Bettson an ultimatum: if they don't comply with my request, I'll be commenting on their operating practices and the behavior of their partners, Ecogra and MGA, within 24 hours.

Hola, envié un ultimátum a Bettson, si no cumplen con lo solicitado, en 24 horas estaré comentando su manera de operar, al igual que el comportamiento de sus colaboradores Ecogra y MGA.

Starting to tell the truth...

Do you know about the theoretical vs. real RTP trap?

Comenzando a contar la verdad...

Saben sobre la trampa del RTP teórico vs el real?

Hello.

May I ask what issue you experience at this casino, please?

Is there anything we could help you with?

Hello, "one" of the problems with this casino is that it promises an RTP that isn't real.

Hola, "uno" de los problema de este casino es que promete un RTP que no es real.

May I ask how you came up with it, please?

Do you have such information that you can count the RTP at this casino? 🤔

It is very important to inform the licensing authority about any irregularities, if there is proof of it, for sure.

They should check everything out every time.

Dear

I have informed authorities such as Ecogra and MGA, but neither takes responsibility. Both wash their hands of the matter and tell me I should speak to Betsson again, who continues to respond in a generic and mocking manner.

Estimada

He informado a las autoridades como Ecogra, MGA, ninguna se hace cargo, ambas se lavan las manos y me indican que debo volver a hablar con betsson, quienes siguen contestando de manera genérica y burlesca.

I was visited by an executive sent from Peru. She came to talk to users categorized as "VIPs" and asked us to share our experience with the casino. They invited you to an all-expenses-paid dinner with whatever you wanted. I told the executive that I didn't agree with the results obtained and that this had caused me huge financial problems, "to this day." The next day, she responded by giving me a bonus and advising me to play one of the "highest-paying" slots. I also mentioned this to Betsson by email, and they decided to close my account.

Me visitó una ejecutiva enviada desde Perú, ella venía a conversar con usuarios categorizados como "VIP" para pedir que contáramos nuestra experiencia con el casino. Te invitaban a una cena con todo pagado y lo que tú quisieras elegir. A la ejecutiva le indiqué que no estaba de acuerdo con los resultados obtenidos y que esto produjo "hasta hoy" problemas económicos gigantes a mi persona. La respuesta al día siguiente fue regalarme un bono y me aconsejó jugar a una de las tragamonedas que "mejor pagaba". Esto también lo indiqué por correo a betsson, quienes optaron por cerrar mi cuenta.

I can also add that in a conversation with one of the Betsson executives, he confessed that they monitored users' accounts and gave you bonuses if they saw you were losing. I have a recording of it because he told me this via WhatsApp.

Puedo agregar también que en conversación con uno de los ejecutivos de betsson, este confesó que ellos miraban las cuentas de los usuarios y te regalaban bonos si estos veían que ibas perdiendo. Tengo su grabación porque me lo dijo a través de un audio en whatsApp.

I have support where an executive via audio confirms that they are aware of the results and if they see that you are losing, they give you bonuses.

Tengo respaldo en donde un ejecutivo a través de audio afirma que están al tanto de los resultados y si ven que vas perdiendo te dan bonos.

Hmm, I read the conversation, but I have to admit that I didn't read it all. I see that RTP and some bonuses are being discussed here. 

Casinos often give bonuses to players, or rather offer them, which is nothing special to me. It's probably not the best thing for players who are losing, but it happens. No one has to play if they don't want to. 

As for RTP and manipulation, if you had irrefutable evidence and chat, audio, and whatever else, I don't think the license could side with the casino. 

These are quite serious allegations, but in order to do something about it, you would need to have relevant evidence. 

I was thinking that you could file a complaint and provide it to our team, but I'm not sure what specifically they would be able to resolve in this case. 

When they closed your account, did you have any balance there?

Hi Jaroslav, I sent the audio to Betsson several days ago and they still haven't responded. It's been 11 days.

Hola Jaroslav, te comento que envié el audio a Betsson hace varios días atrás y aún no me responden, han pasado 11 días.

Hmm, I don't know if the casino will respond to this. But if they do, be sure to let me know.

For the same reason, if he doesn't do it, what can I do?

Es que por lo mismo, si no lo hace, qué me queda hacer?

I submitted my complaint through this same page, however this was the response:

Thank you very much for submitting your case. We regret to hear about your issue and understand your concerns. Regrettably, we inform you that your complaint has not been processed for the following reason: We do not consider your request valid. Please note that if you inform the casino about problem gambling, they have an obligation to protect you. Based on the description of the events, this is what happened when the casino closed your account. First, for a return of funds due to a lack of player protection, we would require proof that you informed the casino about your problem gambling and the casino's inaction. Second, we cannot handle GDPR-related complaints. If you wish to pursue your case, we recommend contacting the relevant authorities instead of Casino.Guru. While we always strive to help players affected by unfair casino practices, GDPR laws are beyond our jurisdiction. If you feel we have misunderstood the issues raised, please feel free to submit another complaint, and we will consider it again. Thank you in advance for your understanding.

I never reported having a "gambling problem." What I noticed were financial problems. These arise because the casino doesn't warn you that its RTPs are unattainable, since you must have played millions of games, and they send you bonuses, using predatory techniques to make you believe you're finally recovered! Here, they treat you like a compulsive gambler to make you feel bad and guilty, taking advantage of your vulnerability. However, there are clearly unfair practices here.

In your response, you ask me to contact the "competent authorities." However, these authorities, whom I've already contacted, also tell me they can't respond and that I should contact Betsson again. What does Betsson do? They keep responding with predetermined emails wishing you the best and declaring their response final.

Yo envié mi queja a través de esta misma página, sin embargo esta fue la respuesta:

Muchas gracias por presentar su caso. Lamentamos saber de su problema y comprendemos sus inquietudes. Lamentablemente, le informamos que su queja no ha sido admitida a trámite por el siguiente motivo: No consideramos válida su solicitud. Tenga en cuenta que si informa al casino sobre problemas con el juego, este tiene la obligación de protegerle. Según la descripción de los hechos, esto es lo que ocurrió cuando el casino cerró su cuenta. En primer lugar, para la devolución de fondos debido a la falta de protección al jugador, requeriríamos pruebas de que usted informó al casino sobre sus problemas con el juego y la inacción del casino. En segundo lugar, no podemos gestionar quejas relacionadas con el RGPD. Si desea continuar con su caso, le recomendamos que se ponga en contacto con las autoridades competentes en lugar de contactar con Casino.Guru. Si bien siempre nos esforzamos por ayudar a los jugadores afectados por prácticas desleales de casinos, las leyes del RGPD escapan a nuestra competencia. Si cree que no hemos comprendido bien los problemas presentados, no dude en presentar otra queja y la consideraremos de nuevo. Gracias de antemano por su comprensión.

Yo nunca informé tener "problemas con el juego", lo que yo advertí fue problemas económicos, los cuales se dan porque el casino no advierte que sus RTP son inalcanzables, ya que debes tener millones de jugadas y te envían bonos, usando técnicas depredadoras para que creas que ahora sí te recuperas!. Aquí te tratan como un ludópata para hacerte sentir mal y culpable aprovechando tu vulnerabilidad, sin embargo, aquí hay claramente prácticas desleales.

Ustedes en su respuesta me piden que me ponga en contacto con las "autoridades competentes", sin embargo estas autoridades a las que ya contacté, también me dicen que no pueden responder y que vuelva a tomar contacto con Betsson, y ¿Qué hace Betsson? te sigue respondiendo con correos predeterminados en los que te desean lo mejor y que su respuesta es definitiva.

I now ask

Why isn't Betsson responding to the email I sent with the audio recording in which the executive acknowledges the predatory practices used to keep people gambling?

Why doesn't Betsson assume that the executive they sent to discuss the "VIP players" experience, after I told her about my financial problems, sent me a bonus to keep playing?

Why, after I sent an email to Betsson warning me of my financial problems, did they close my account instead of offering help?

Why did the Betsson Chile account block me from X (formerly Twitter)?

Why don't they admit they're using fake advertising, with fabricated comments from non-existent experts?

and I could go on.....

Yo ahora pregunto

¿Por qué Betsson no responde al correo que envié con el audio en donde el ejecutivo asume las prácticas depredadoras utilizadas para que las personas sigan jugando?

¿Por qué betsson no asume que la ejecutiva que envió para conversar sobre la experiencia de los "jugadores VIP", después de que yo le contara mis problemas económicos, me envió un bono para seguir jugando?

¿Por qué después de enviar un correo a Betsson advirtiendo mis problemas económicos, en vez de ofrecer ayuda, me cierra la cuenta?

¿Por qué la cuenta de Betsson Chile me bloqueó de X (ex Twitter)?

¿Por qué no asumen que utilizan publicidad falsa, con comentarios inventados de expertos que no existen?

y podría seguir.....

Why isn't Betsson responding to the email I sent with the audio recording in which the executive acknowledges the predatory practices used to keep people gambling?

Why doesn't Betsson assume that the executive they sent to discuss the "VIP players" experience, after I told her about my financial problems, sent me a bonus to keep playing?

Why, after I sent an email to Betsson warning me of my financial problems, did they close my account instead of offering help?

Why did the Betsson Chile account block me from X (formerly Twitter)?

¿Por qué Betsson no responde al correo que envié con el audio en donde el ejecutivo asume las prácticas depredadoras utilizadas para que las personas sigan jugando?

¿Por qué betsson no asume que la ejecutiva que envió para conversar sobre la experiencia de los "jugadores VIP", después de que yo le contara mis problemas económicos, me envió un bono para seguir jugando?

¿Por qué después de enviar un correo a Betsson advirtiendo mis problemas económicos, en vez de ofrecer ayuda, me cierra la cuenta?

¿Por qué la cuenta de Betsson Chile me bloqueó de X (ex Twitter)?

It seems that based on what you described in your complaint, we cannot help you and it does not fall within our scope. Some situations are like that and unfortunately, we cannot investigate everything.

If you were talking about financial problems, it probably has something to do with gambling, because without that, you would not have those financial problems, if I understand correctly.

Also, I don't really have an answer to the questions you asked. I don't know why the casino is doing what it's doing, only they know that. 

I'm sorry that we can't help you.

According to what you answered me:

"For a refund due to a lack of player protection, we would require proof that you informed the casino about your gambling problems and the casino's inaction." "Please note that if you inform the casino about gambling problems, they have an obligation to protect you."

"While we always strive to help players affected by unfair casino practices,"

I'm telling you that I have audio recordings and screenshots of the unfair practices Betsson employs.

Why didn't they ask me for evidence before saying my case wasn't admissible?

Why don't you intervene if I'm telling you the casino didn't help me? You're supposed to be able to do that.

De acuerdo con lo que ustedes me responden:

"para la devolución de fondos debido a la falta de protección al jugador, requeriríamos pruebas de que usted informó al casino sobre sus problemas con el juego y la inacción del casino", "Tenga en cuenta que si informa al casino sobre problemas con el juego, este tiene la obligación de protegerle".

"Si bien siempre nos esforzamos por ayudar a los jugadores afectados por prácticas desleales de casinos"

Yo les estoy diciendo que tengo audios, pantallazos con las prácticas desleales con las que trabaja Betsson.

¿Por qué no me pidieron las pruebas antes de decir que mi caso no era admisible?

¿Por qué no intervienen si les estoy diciendo que el casino no me ayudó?, se supone que ustedes pueden hacerlo.

You can try to reopen your complaint and provide this evidence.

That's probably the only advice I can give you, but I can't guarantee the outcome.