Betti Casino - Hráč požaduje vrácení svých vkladů.

I have a gambling problem. But I took the step to setup a deposit limit BEFORE I started to play. The deposit limit was €25 daily and I could put the deposit limit myself without contacting support.

After I put the deposit limit, I wanted to make a deposit of €25. But it turned out that the minimum allowed deposit was €50 with creditcard (mastercard)!

I contacted support and asked them if they could raise the deposit limit to €50, but they told me I could do that myself!

I started to question the logic about having a deposit limit that I could manipulate how I wanted. The support seemed to agree with me and promised to investigate the matter and come back to me with an email.

I raised my own deposit limit to €50, played and lost. Then I raised it to €100... and finally €150 when the anxiety kicked in and I didnt want to play more.

Because they hadnt responded about the pointless deposit limit, I decided to close my account permanently instead. I felt I didnt like that I could set my own limits.

I visited the Responsible Gaming section and saw that I could exclude myself, but the longest possible exclusion was only ONE MONTH!

I contacted the support again and said I wanted to be exluded permanently because of gambling addiction, but they said they could not do that and I had to manually do it myself, and max 1 month. I objected about it but they told me again that they could not do anything about it.

I would like my money back because they had a bon functional deposit limit.

I would like to have my account closed permanently.

Please help me casino guru!

I have logs of all the conversations.

Hello Oldfog,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betti Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you ever use any bonus in the casino? Is your account currently still active and is there any active balance?

Looking forward to your answer.

Regards,

Nick

Hello! My account is now verified. I have not sent in any documents.

I have not used any bonuses

My account is self-excluded for the max time (1 month). I put this self exclusion myself.

Sorry I mistype. It should be "My account is NOT verified"

Hello Oldfog,

Could you please advise why didn't you set the self-exclusion right away? How fast after setting it by your own got your account closed?

When I registered on the casino, I wanted to play obviously. But I know myself and my addiction, so therefore I put a deposit limit. I'll show you the process.

1. Registered and opened a account.
2. I set a deposit limit of £25 daily. I could do this myself without contacting the support.
3. Tried to deposit but failed since minimal deposit was £50
4. Contacted the support about the issue, wanting the support to raise the deposit limit to £50. Normally, the user can not do this by himself.
5. Support informed me that I could raise the limit myself?! (And this is the issue!)
6. I questioned the ability to being able to set my own limit. Support said they would look into it.
7. I raised my deposit to £50 on my own. Played, then raised it to £100, then £150.
8. I got anxious and angry, and wanted to close my account. But saw max was 1 month only.
9. I contacted support about it, but they said that was how it was and they could do nothing about it. As in - they can't close it permanent. In one month my account will open again and I can spend more money because I have an addiction - which I don't want.
10. The account was closed instantly when I clicked the button, but note that before that I could manipulate the deposit limit how I wanted, making the "deposit limit" totally useless and without reason.

Thank you Oldfog for all the information provided. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Oldfog,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you!

Hello OldFog.

Absolute amazing service they provide here at Casino Guru. We have finally located the issue and resolved it. If you have not already, I will make sure to inform support to send you an update on your case. In short, you were right with that your account was affected by a temporary technical issue. We will be refunding you accordingly.

Thanks for the patience and wish you a good day!

Team Betti

Hi Oldfog,

Please, could you confirm the casino statement?

Yes. They have sent a mail to me asking for my bank details.

Thanks!

Just to be sure, can I close the case or do you require further assistance?

Hey!

I have recieved the money. Betti handled this good, I am satisified, thank you.

Dear Oldfog,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef