Betnuvo Casino - Hráč kritizuje praktiky zodpovědného hraní.

I reached out to betnuvo to place deposit limits on my account..this wasn't done.

They advertise responsible gambling but when I reached out for account closure they just ignore you even after stating you have lost control. They don't care. Since joining and depositing I have noticed numerous strange bank transactions and had to block my bank card. Coincidence? Maybe! I do not trust this site or its staff.

I believe they are out to scam and offer no protection to players.

Dear Jonnywhizzle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do you currently have access to your casino account?
• Did you inform the casino about your gambling problem clearly?
• Could you please clarify the dispute value?

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hi Kristina,

I can still access the site , I made it clear I have a problem but they just ignore all communication.

I haven't lost alot so it's not the money side of things but the potential is still there.

My card is blocked now to prevent losses and strange transactions which the bank has dealt with.

Kind Regards

Jonathan W***

Thank you for your reply, Jonnywhizzle. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? I am mainly interested in messages in which you informed the casino about your gambling problem and tried to set the deposit limit. Alternatively, you can post it here. Thank you in advance.

I only have screenshot but this is just one of them.

Unfortunately this was the only communication as they don't reply to emails.

I would like to see those emails even if you haven't received any reply. Thank you.

Hi I have emailed you reply.

Ty

Thank you very much, Jonnywhizzle, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 Jonnywhizzle,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betnuvo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello,

This user is completely spreading the lie about us. We do not use any card info, because it does not reach to us. User lies when he tells that he can still access his account. His account is closed upon his request and he was last signed in on 22th July.

Regards,

I requested numerous times for account closure way before the 22nd.

you ignored this which is serious under responsible gaming.

Your live chat completely ignored me too.

I haven't accused you of fraud but I had strange transactions around the time of using your site.

I find your company completely unprofessional and feel you don't close accounts as you want players to loose money and you know you have no laws against this. You Should be ashamed

Hello,

We have received only 1 request about the closure of account and we made it in time.

Best Regards,

Hi if you check the screenshot above it clearly shows a request 6 days earlier and this wasnt the first request.

If you check other screenshots on earlier posts on this thread you will see requests before the 22nd.

Now who is the liar.

Your not a legitimate company that cares for players you have made this obvious.

Dear Betnuvo Casino,

When did you receive a proper self-exclusion request? And also, when did you close the player's account?

Hello,

We received request on 22th of July and closed account on the same day. Also user has not made a deposit since 16th of July when he maybe wrote us the mail but we have not received it.

Regards,

Betnuvo team

Lies , I clearly have evidence of emails sent on the 16th

Hello,

We have seen your screenshot which shows that you sent mail to us, but we have not received it. It is also fact, that you have not made a deposit since 16th of July. Therefore, it does not make sense in this situation.

King Regards,

Betnuvo team

The bottom line and the point is .

When a player reaches out in desperate need either via live chat or email the company should react and close the account. Live chat just repeatedly said we will close tomorrow please wait. Not good enough in my eyes. You saying no email was received isn't good enough. I'm finished with this link now.

Dear Jonnywhizzle,

Can you tell me from which date are the screenshots of the live chat communication?

Hi,

The date for the screenshot was the 20th July.

I had made earlier requests on live chat but unfortunately no evidence for this.

Dear Johnnywhizzle,

Do I understand correctly that the earliest instance of a self-exclusion request that you gave us proof of was on the 16th of July?

That is correct.

And the disputed amount in this complaint, the 200 pounds, is that the amount of the last deposit that you have made in Betnuvo Casino, on the 16th of July?

I have no evidence to support the money lost. I take responsibility for that.

Hello,

As I already stated, user has not made any deposit since 16th July. As we received mail from this user, we closed account.

Complaint must be closed.

There is not any issue.

Best Regards,

Betnuvo team

Dear Johnnywhizzle,

Lastly, can you confirm when was your account permanently blocked? Was it on the 22nd of July?

Sorry betnuvo how can you claim no issue.

The point is player protection.

You live chat say they have no tools to close accounts and ignore requests and your email support ignores emails.

How does this protect players.

You may take this lightly but when players reach out in need that they can no longer control spending their account should be closed with no hesitation.

Your site ignores requests and clearly doesn't take requests seriously.

The point is you didn't act on the request and the site was closed 6 days after the initial request.

The live chat was a shambles with the operator saying they have no tools to close accounts. If this was a player in desperate need you have potentially aided in his problem.

You advertise responsible gambling and you should act on it.

Stop making excuses and saying there is no issue because there clearly is an issue.

Your site not acting on serious life changing requests.

Dear Johnnywhizzle,

I understand your frustration. Would you be so kind and answer my question in the last reply that I posted?

Hello,

Again, you repeat same and we have to also. We have NOT received any mail from you about account closure before 22nd of July. As we got we closed it. You have not made any deposit since 16th of July.

We do not make any excuse. We follow the rules. You do not have any reason for complaint.

There will not any other response from us on this pointless complaint.

Regards,

Betnuvo team

Hi, yes it was blocked on the 22nd after another email.

Please see attached email sent to support on the 16th and live chat commincation on the 20th.

If they believe this is acceptable then they should be avoided.

Dear everyone,

Since the casino claims that they did not receive the email from the 16th of July, but only the one from the 22nd of July, we take the date of the 22nd of July as the date of the correct self-exclusion request.

The reasoning behind this decision is that sometimes, it can happen that the email does not arrive, or is sent improperly, etc. Also, we do not consider the screenshot of the email to be sufficient proof of sending the actual email. We do not necessarily think that the proof is fabricated, we just don't give it that much value, because nowadays, making an email look as if it was sent is very easy.

Since there are no deposits to be contested in this case, and the player's account was closed on the day of the request, the 22nd of July, I am forced to reject this complaint, as there is nothing more that we can do in this case. I am sorry I could not have been of more help.