Terrybet Casino - discussão geral

I wanted to pay Nick a big compliment on yet another denied complaint without even making an effort to contact the casino. I recommend always staying on their side especially when they have a very good reputation on your part. Keep it up..

Volevo fare un grande complimento a Nick per l'ennesimo reclamo respinto senza neppure sforzarsi a contattare il casinò. Mi raccomando state sempre dalla loro parte soprattutto quando hanno un ottima reputazione da parte vostra. Continuate così..

Hi, I just went through your complaint and I must say that I've read about a similar case many times. You can look at it from 2 angles: The first one is the one you mentioned - you asked the casino to close your account until the withdrawal is processed so they should do what you asked them for.

From the casino's perspective, they did nothing wrong. There's not such a rule that you need to keep the account closed whenever a player asks you to close the account until the withdrawal is processed. Would it be a great type of service? Of course! Is it obligatory for the casino? It isn't. The casino will simply say that it's your responsibility. You were the one who lost the money. They didn't force you to cancel the pending withdrawal...

There's another case that would completely change the situation. If you ask a casino to close your account, because of your issues with gambling, then they should close it without any possibility for reopening, but this isn't your case.

I'm thinking that your best option would probably be contacting AAMS since the casino is licensed in Italy. Many licensing authorities tend to protect the player in a way that they could decide that even if you asked the casino to reopen it, they shouldn't do it.

I understand Nick's decision - we can't punish the casino for doing something upon player's request and they didn't do anything controversial or predatory. They simply reopened your account when you asked for it. On the other hand, I believe that a great casino wouldn't allow you to reopen the account. I personally worked in a casino where you'd need to wait about a week for the reopening from the day when you asked for it. But that's not a standard behaviour. That's something extra that the casino does for its players to make them happier and to protect them.

I have already sent the complaint form to Aams but contrary to what you think it is not a good regulator. He hardly ever responds to complaints.

However, what bothers me is that they haven't even tried to contact the casino about my matter.

If as you say the casino is not obliged to keep the account suspended as per the player's request then it might as well not have suspended it from the beginning. If the purpose was to preserve withdrawals for you to accept the player's request to suspend the account and then reopen it before paying the winnings. We might as well not suspend it without deluding the player that withdrawals are safe.

From an objective point of view, I find this practice incorrect and dishonest.

I don't think that in such a case the player needs to mention gambling problems to be more protected. The player must also be protected on the winnings he gets and not just on his losses.

It's like I win at the casino, I go out and explicitly ask him with a written statement not to let me in until I bring the money to the bank.

For me to close such a complaint in this way is unfair and unfair. Then you think of it as you like.

Ho già inviato il modulo di reclamo ad Aams ma al contrario di quello che si pensi non è un buon ente regolatore. Non risponde quasi mai ai reclami.

Comunque quello che mi dà fastidio è che non si è neanche cercato di interpellare il casinò per la mia questione.

Se come dici tu il casinò non è obbligato a tenere l'account sospeso come da richiesta del giocatore allora tanto valeva che non lo sospendesse già dall'inizio. Se lo scopo era quello di preservare i prelievi perché accetti la richiesta del giocatore di sospendere l'account per poi riaprirlo prima di pagare le vincite. Tanto valeva non sospenderlo senza illudere il giocatore sul fatto che i prelievi siano al sicuro.

Dal punto di vista oggettivo trovo scorretta e disonesta questa pratica.

Non credo che in un caso simile il giocatore debba menzionare i problemi di gioco per essere più tutelato. Il giocatore deve essere tutelato anche sulle vincite che ottiene e non solo sulle perdite.

È come se io vincessi al casinò, esco e gli chiedo esplicitamente con una dichiarazione scritta di non farmi entrare finché non porto i soldi in banca.

Per me chiudere in questo modo un reclamo simile é ingiusto e scorretto. Poi voi pensatela come volete.

I would get into consideration the fact of how the player makes the request. 

We can debate on why you should or should not mention the gambling issue but it does not change how these things work.

Allow me to demonstrate the main difference in general:

a) player requested his/her account to be closed. Casino closes the account. A few days later the same player asks for his account to be reopened. The casino opens the account because the player asked for it.

b) player requested his/her account to be closed due to gambling issues because he/she is unable to control his passion and needs special care. Casino closes the account. A few days later the same player requests his/her account to be opened. The casino does not open the account because the gambling issues were mentioned.

My case is not what you mentioned because you forgot the deadline for my request.

The player requests the suspension of the game account for a period within which withdrawals must be processed (therefore max 7 working days). The player asks to reactivate the game account after 5 days and the withdrawals have not been processed. Therefore the casino does not have to reopen the game account.

You continue to turn it and see it in your own way but it is quite clear that the casino was wrong.

With this I no longer insist on explaining the situation to you

Il mio caso non è quello che hai menzionato perché ti sei dimenticato il termine della mia richiesta.

Il giocatore chiede la sospensione del conto gioco per un periodo entro cui devono essere processati i prelievi (quindi max 7 giorni lavorativi). Il giocatore chiede di riattivare il conto gioco dopo 5 giorni e i prelievi non sono stati processati. Quindi il casinò non deve riaprire il conto gioco.

Voi continuate pure a girarla e vederla in modo vostro ma è abbastanza palese che il casinò ha sbagliato.

Con questo non insisto più a spiegarvi la situazione

Frankly, we do not understand each other. I was just trying to demonstrate the importance of mentioning gambling issues when asking for an account block.

I thought I wrote it clearly:

I would get into consideration the fact of how the player makes the request. 

I'm honestly not turning anything.

What do gambling problems have to do with this? My aim was to preserve the withdrawals I had pending and which would be paid within 7 business days. For this reason, in the three emails I explicitly asked that the account be suspended UNTIL THE WITHDRAWALS WERE PAID. Otherwise they might as well not suspend the account from the beginning if I could then reopen it before paying the withdrawals.

Cosa c'entrano i problemi di gioco in questo caso?? Il mio scopo era preservare i prelievi che avevo in sospeso e che sarebbero stati pagati entro 7 giorni lavorativi. Pe questo motivo nelle tre mail ho chiesto esplicitamente che l'account fosse sospeso FINCHÉ I PRELIEVI VENISSERO PAGATI. Altrimenti tanto valeva che non sospendessero dall'inizio l'account se poi potevo riaprirlo prima del pagamento dei prelievi.

What do gambling problems have to do with this?

Everything actually:

"Unfortunately there is no such a tool which would block your account until your withdrawal is processed. Even if the casino would block you somehow, you would be still able to reactivate your account on your request. The player is responsible for their actions in this specific case."

If you would mention you're suffering from a gambling addiction, you had not been able to reactivate the account.

The difference lies in the way you ask for the account closure - it goes in hand with the player's responsibility.

I believe I had already covered it before.

Please keep in mind that unfortunately there is no such tool that would block your account until your withdrawal is processed. It's up to you - I'm sorry that it's just like that.

Then they had to tell me that my request could not be accepted because I could have unlocked the account at any time, defeating my purpose. And anyway my account was not closed, I could access it but I could not deposit and play and therefore not even cancel the deposits just as I requested since this casino only pays after 7 working days !!

The player is always responsible for their actions while the casino never is! This is the point.

However, it is useless to continue arguing. The casino is always right!

Allora dovevano dirmi che la mia richiesta non poteva essere accolta perché tanto avrei potuto sbloccare l'account in qualsiasi momento vanificando il mio scopo. E comunque il mio account non è stato chiuso, io potevo accedervi ma non potevo depositare e giocare e quindi neanche annullare i depositi proprio come avevo richiesto dato che questo casinò paga solo dopo 7 giorni lavorativi!!

Il giocatore è sempre responsabile delle proprie azioni mentre il casinò non lo è mai! È questo il punto.

Comunque è inutile continuare a discutere. Il casinò ha sempre ragione!

You can take a look at the complaints section on our website. You'll realise there that the casino isn't always right.

Daniel on the discussion I started on 888starz which I have now had to cancel at the request of the casino you also replied to me there in the same way and that is that the casino was not responsible and I lost fairly. Well, both 888 starz and Power casino for that matter (Evolution Provider Territorial Restrictions) finally refunded me. Power casino repaid immediately and in full while 888starz repaid part and only this week. This means that even in that case I was right to ask for a refund and you instead did not want to help me and Nick was always in a hurry to close the complaint without even hearing the casino about the matter. And so I had to do it my way and I got by myself what I should have achieved with your help.

We players have to abide by dozens of contractual and legal clauses while the casino can always do as it pleases and to its advantage. And you seem complicit in all of this. I understand that your complaints work is unpaid by us players and this shows in many complaints that you hastily deny.

Daniel sulla discussione che ho avviato su 888starz che adesso ho dovuto cancellare su richiesta del casinò mi avevi anche lì risposto allo stesso modo e cioè che il casinò non era responsabile e ho perso in modo equo. Bene, sia 888 starz che Power casinò per quella vicenda (limitazioni territoriali provider Evolution) alla fine mi hanno rimborsato. Power casinò ha rimborsato subito e per intero mentre 888starz ha rimborsato una parte e solo questa settimana. Questo vuol dire che anche in quel caso avevo ragione a chiedere un rimborso e voi invece non avete voluto aiutarmi e sempre Nick aveva fretta di chiudere il reclamo senza neppure sentire il casinò sulla vicenda. E così ho dovuto fare a modo mio e ho ottenuto da solo quello che avrei dovuto ottenere col vostro aiuto.

Noi giocatori dobbiamo sottostare a decine di clausole contrattuali e legali mentre il casinò può fare sempre come gli pare e piace a suo vantaggio. E voi sembrate complici di tutto questo. Capisco che il vostro lavoro sui reclami non è retribuito da noi giocatori e questo si nota su molti reclami che frettolosamente rifiutate.