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Self-exclusion requested for gambling addiction on 04/18/2022.

Self-exclusion was not set.

They kept bombarding me with emails and offers. I was able to deposit €201.48 on 05/24/2022.

They refuse the refund and say they didn't get an email. I have proof that the mail was properly sent. Also, despite self-exclusion, you continue to bombard me with promotional emails.

Selbstausschluss aufgrund von Spielsucht beantragt, am 18.04.2022.

Selbstausschluss wurde nicht gesetzt.

Sie haben mich weiterhin mit E-Mails und Angeboten bombardiert. Ich habe am 24.05.2022 , 201.48€ einzahlen können.

Sie lehnen die Erstattung ab und sagen sie haben keine E-Mail bekommen. Ich habe die Beweise, dass die Mail ordnungsgemäß versendet wurde. außerdem bombardieren Sie mich trotz Selbstausschluss weiter mit Werbe-Emails.

Dear LouAnn123,

Thank you very much for submitting your complaint and forwarding the relevant screenshot:

I’m sorry to hear about your problem. However, please note that on the first screenshot the casino email address is not correct.

I have checked the Responsible Gambling section on the website, and this is what I found (here):

„Self-Exclusion

1. We realize that cases might occur where Registered Customers’ gambling might grow into a serious problem; hence we offer a self-exclusion option for a period from six months up to five years, or permanent self-exclusion as per Registered Customer's request. If you require to self-exclude yourself, please get in touch with us on support@betobet.com using your registered e-mail address, with the subject "Self Exclusion" specifying the period you wish to be self-excluded for. Please take under consideration, that only upon a clearly stated self-exclusion request will the access to your Account be denied to you as per the agreed upon timeframe. Otherwise all accounts shall be treated as simply "closed" and can be reopened at any time upon Registered Customer's request. Bet O bet is responsible for keeping self-excluded only the Accounts which are specifically mentioned in the Registered Customer's request. The Company takes no responsibility or liability whatsoever for any Duplicated Accounts connected to the closed or self-excluded one(s)."

Could you please advise if you have tried contacting Customer Support between 18/04/2022 and 24/05/2022?

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

Best regards,

Petronela

Hello, as I wasn't sure if the email address was correct, I re-sent the self-exclusion to support@betobet.com as shown in the second photo. As you can see, the email was sent successfully and sent to the correct address, this happened on April 18th, 2022

Hallo, da ich mir nicht sicher war, ob die E-Mail Adresse richtig ist, habe ich wie auf dem zweiten Foto zu sehen, den Selbstausschluss erneut an support@betobet.com gesendet. Wie man sieht ist die Email erfolgreich versendet worden und an die richtige Adresse geschickt worden, dies passierte am 18.04.2022

Could you please advise if you have tried contacting Customer Support between 18/04/2022 and 24/05/2022?

Yes, as you can already see on the screenshot, I sent the self-exclusion request to the casino on 04/18/2022 due to gambling addiction.

Ja, wie bereits auf dem Screenshot zu sehen, habe ich am 18.04.2022 die bitte um Selbstausschluss aufgrund von Spielsucht an das Casino gesendet.

I understood that you sent the email on the 18th of April, but since your account wasn't blocked immediately, have you tried contacting the casino again?

No, I didn't look for it because as a precaution I let myself be blocked in many casinos so as not to play there.

Nein, ich habe danach nicht geschaut, da ich mich vorsorglich in vielen Casinos sperren lasse, um nicht dort zu spielen.

Please understand that self-exclusion is only valid from the moment when it is confirmed by the casino, not from the moment when a request is sent. For future references, I can only recommend contacting the casino multiple times (via live chat or Customer support) until you receive a confirmation regarding successful self-exclusion.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear LouAnn123,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.