B1 BET Casino - Solicitações de autoexclusão do jogador ignoradas.

Since May 19, I have informed this casino that I have a gambling addiction. I mentioned this via chat, but they asked me to send emails. I have sent two: one on May 19 and another on May 29. In both cases, they did not block my account as I explicitly requested (always asking for self-exclusion). Since then, I have been making deposits due to my gambling problems, and they still have not banned me. I want my account to be blocked and the amounts paid to be refunded.

Desde o dia 19 de maio eu informo para este casino que tenho vício em jogos. Falo isso pelo chat, eles me pedem para mandar e-mails. Já mandei dois: um dia 19 de maio e outro 29 de maio. Em ambos os casos eles não bloquearam minha conta como eu pedi (de forma explícita, sempre peço a auto exclusão). Desde então estou fazendo depósitos por conta de meus problemas com jogo e eles não me proíbem. Quero que bloqueiem minha conta e devolvam os valores pagos

Dear vinicius1710,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have 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 B1 BET Casino,

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 of xxx months/years (lifetime).

The reason that preceded my decision is xxx

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

Please send another email to [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Dear vinicius1710,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.