BetBlast Casino - A conta do jogador foi encerrada devido a problemas de dependência.

I had an account at this casino a long time ago (something I didn't remember)

This week I created an account with the same information (name, address, date of birth, phone number, only the email changed)

When I tried to deposit, I received a message stating that the payment method was already registered to another account. I wrote to support and asked them to confirm that there was no other account in my name. Their response was to try the deposit again later.

I finally managed to deposit 530 euros. Today I discovered that my first account was permanently closed due to my gambling addiction (I can prove it).

Since I used the same details to create the new account and since I asked for confirmation that I did not have an account at the casino, I am requesting a refund of the deposits since I should never have played at this casino again.

For your information, I would like to say that in casinos from the same group and that are managed exactly the same (betiro, winingz, goldenpanda and many more…) if I try to create a new account, when entering the phone number it automatically prevents me from registering.

I appreciate your help

Hace mucho tiempo tuve cuenta en este casino ( algo que no recordaba)

Esta semana cree una cuenta con los mismos datos ( nombre, dirección, fecha nacimiento, número de telefono, solo cambiaba el email)

Al intentar depositar me aparecía el mensaje de que el método de pago ya estaba registrado en otra cuenta. Es por ello que escribo al soporte y pido que me confirmen que no hay otra cuenta a mi nombre. Su respuesta  es que vuelva a intentar el depósito más tarde.

Finalmente he conseguido depositar 530 euros. Hoy he descubierto que mi primera cuenta se cerró permanentemente debido a mi adicción al juego ( puedo demostrarlo)

Dado que para crear la nueva cuenta he utilizado los mismos datos y puesto que he pedido que confirmasen que no hubiese tenido cuenta en el casino solicito la devolución de los depósitos ya que nunca debería haber vuelto a jugar en este casino.

Como informción quiero decir que, en los casinos del mismo grupo y que son gestionados exactamente igual (betiro, winingz,goldenpanda y muchos más….) si intento crear una nueva cuenta, al meter el número de teléfono me impide el registro automáticamente

Agradezco vuestra ayuda

Hello,

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

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

• Is your current account closed?
• Have you confronted the casino where your previous account was closed in the past?
• Have you requested a refund from the casino already? What response have you received?
• Kindly provide evidence that you informed the casino about your gambling addiction to my email.
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thanks for your reply and the information provided.

I apologize for any misunderstanding. I can see you wrote an email to the casino on September 2nd demanding an explanation.

• Has the casino responded to your demands?

You submitted a screenshot where the online casino informs you that the account associated with the email address was self-excluded due to gambling problems.

• Could you please specify when exactly you contacted them? (date and time)

Looking forward to your reply.

Hello.

• The casino has responded to me saying they are sorry for what happened but they say they will not refund any money.

• The screenshot was taken days later. Since the email address I used for my first account is closed, I had no other way to prove that the account was closed due to gambling addiction and that the casino knew about it.

I asked the casino to check my second account because when I tried to deposit, it told me the payment method was already registered, which I found odd. I told the casino to check that I didn't have two accounts. Instead, they told me to keep trying to deposit.

With a very simple procedure (phone number) they would see that not only did he have two accounts, but that he was also a problem player, and none of this would have happened.

Thank you

Hola.

• El casino me ha respondido que lamenta lo sucedido pero dicen que no van a reembolsar ningún dinero.

• La captura de pantalla se realizo días más tarde. Como el correo electrónico que utilicé en mi primera cuenta está cerrado, no tenía otra forma de demostrar que la cuenta fue cerrada por adicción al juego y que el casino lo sabía

Solicité al casino que revisase mi segunda cuenta porque al intentar depositar me decía que el metodo de pago ya estaba registrado, algo que me pareció raro. Se lo comuniqué al casino para que revisase que no hubiese dos cuentas. En lugar de revisarlo, me respondieron que siguiese intentando depositar.

Con una gestión muy muy sencilla ( número de teléfono) verían, no solo que tenía dos cuentas, si no que también era un jugador con problemas, y nada esto hubiera sucedido.

Gracias

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 tirion365, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BetBlast Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

Hello

I confirm that the account has now also been closed for GA. Please note that, as per our general Terms & Conditions, it is the player’s responsibility to decide whether to open a new account (despite this not being allowed) and how they manage their own funds. Refunds cannot be issued for funds that have already been gambled.

When I suspected there might be a duplicate account (I hadn't even bet), I asked you to please tell me if I had ever had an account at your casino (I provided all my details for this).

I explained that when I tried to deposit, the card gave me an error because it told me it was already registered.

I acted as honestly as possible, and your response was to keep trying to deposit; you were only interested in billing.

With a simple click, you would have seen that there were duplicate accounts and that the first one was closed due to gambling addiction.

Cuando sospeché que podía haber duplicidad de cuentas ( ni siquiera había apostado), os pedí que por favor me dijéseis si ya había tenido cuenta en vuestro casino ( para ello os facilité todos mis datos).

Os expliqué que al intentar depositar, la tarjeta me daba error porque me decía que ya estaba registrada.

Actué de la manera más honrada posible y vuestra respuesta fue que siguiese intentando depositar, solo os interesaba facturar.

Con un simple "click", hubierais visto que había duplicidad de cuentas y que la primera fue cerrada por adicción al juego.

Dear BetBlast Casino, the player mentioned he was able to re-register using the same credentials (name, surname, DOB, address, etc.) and the only difference was the e-mail address. Could you please confirm this? Thank you.

Dear Matej,

According to our General Terms and Conditions, creating duplicate accounts is strictly prohibited. If such accounts are detected, this may result in penalties, including account closure and forfeiture of funds.

While it is technically possible for a player to register again using a different email address, this is a direct violation of our rules, and the responsibility for such actions lies solely with the player.

In absolutely all of the casinos in the group (from which I am also excluded), when attempting a new registration and entering the phone number, the registration process is automatically blocked.

At BetBlast, this process failed, but what I find serious is that I requested a review and your response was to continue depositing…

En absolutamente todos los casinos del grupo ( en los que también estoy excluido) al intentar un nuevo registro e introducir el teléfono, automáticamente se bloquea el proceso de registro.

En betblast, este proceso falló, pero lo que me parece grave, es que yo solicité que lo revisasen y vuestra respuesta haya sido que siga depositando…

Dear BetBlast Casino, I fully understand the multiple account usage and agree with such accounts being closed and all finances voided. But this is a different issue.

The player has self-excluded in the past, and the casino has all their details available. It should be impossible to be able to re-register using their real credentials, as the system should flag it straight away upon account creation and either prevent from establishing such secondary the account, or restrict the usage and flag it for immediate review by the admin team.

If the player used fake name, address, DOB or any other details, this case would be instantly rejected, as providing false information is against T&C. If the player has not been self-excluded and managed to somehow create duplicate account, the case would most likely be also rejected instantly.

However, in case of self-exclusion it is up to the casino to prevent the player from re-registering and thus protect them from themselves. Player's credentials should have been blacklisted and re-registering with those credentials should be prevented, as is standard in the gambling industry.

Seems like in this case the player has been able to re-register with the same details, pointing out a technical issue within the system. Due to this, I would like to request all the deposits made into the secondary account (minus any withdrawals and winning) to be returned back to the player, and his credentials blacklisted so no re-registration would be possible in the future, using his real personal details. In case you have any sensitive information to be shared, feel free to contact me via e-mail at matej.l@casino.guru. Thank you.

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 tirion365,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot.

Next, you can contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

Lastly, I would recommend you to install free app BetBlocker (https://betblocker.org/es/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej

I am happy to announce that the player has confirmed to us that the disputed amount has been refunded, and the complaint will now be closed as resolved.

I would like to thank the BetBlast Casino for reconsidering their stance on this matter, and to tirion365 for the confirmation. Much appreciated. :)

Dear tirion365, to avoid issues like this in the future, I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru