Cyber.bet Casino - Hráčův pokus o sebevyloučení byl přehlédnut.

I asked that my account be closed forever due to gambling problems on December 14. They told me to say the reason and it will be closed but it was not closed and after that on the 20th I deposited and I lost € 300. I am registered with the government of Spain in self-exclusion from gambling. I claim the € 300 and have my account closed forever. Attached test files.

Pedi que cierren mi cuenta para siemprd por problemas de ludopatia el 14 de diciembre. Me dijeron que diga el motivo y será cerrada pero no se cerró y tras ello el dia 20 deposite y perdí 300€ . Estoy dado de alta en el gobierno de españa en autoexclusion al juego. Reclamo los 300€ y que cierren mi cuenta para siempre. Adjunto archivos de prueba.

Dear alexlisen86,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward the original emails to petronela.k@casino.guru?

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

Sent mails✅

Mails enviados✅

I confirm it

Lo confirmo

Thank you very much, alexlisen86, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello alexlisen86.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Would you mind explaining to us what exactly happened and why alexlisen86's account wasn't closed?

Hello everyone!

A client's request for a self-excluding was been in work that is why a user can have access to the account, but for now, we have completed it.

The account has been closed without a reopening option.

We haven't answered your total account block request till today but have received a request to unblock your account two days after you have requested it. Your account was unblocked, as it was you have contacted our support agent. 

At the moment a total account block request has been reviewed and accepted.

You contradict yourself, you say that if you blocked and then reopened, then my account was not blocked until today (13 days later). The truth is (and there are emails that corroborate it) that I asked that my account be closed forever without the option to reopen it due to gambling problems, they respond quickly, so that I can tell them the reason, I repeat that due to gambling and do nothing. In such a serious case they should have closed it immediately when I asked without asking why, when in the first email I already said the reason. Then I would not have lost all my money € 1400 that now I do not have to pay the rent or celebrate Christmas. I hope they return the € 1400 and take this issue more seriously. All the best.

Os contradecís , decis que si bloqueasteis y luego reabristeis , luego aue mi cuenta no se bloqueó hasta hoy( 13 dias mas tarde). Lo cierto es ( y hay mails que lo corroboran) que pedi que cierren para siempre mi cuenta sin opcion a reabrirla por problemas de ludopatía , me responden coa rapidez, para que les diga el motivo, repito que por ludopatía y no hacen nada. En un caso tan grave deberian haberla cerrado inmediatamente cuando lo pedi sin preguntar porque, cuando en el primer mail ya dije el motivo. Entonces no habria perdido todo mi dinero 1400€ que ahora no tengo para pagar el alquiler ni celebrar las navidades. Espero devuelvan los 1400€ y se tomen mas enserio este tema. Un saludo.

To make things clear here, here is a timeline:

On the 14th of December contacted our support with the request to block his account permanently.

As soon as we received it, we have begun to work on it.

But, days later customer has contacted us again to unblock his account.

As his request was still in work and has no final decision was made at that moment, the account was unblocked.

Then, the customer has deposited funds and spent them with our service. 

As soon as he lost his funds, he has created this complaint to request his funds back.

There are no obvious reasons for a refund because the client used the service in accordance with the terms of service.

As you can see, they lie, they contradict themselves and they care more about money than people's problems and the damage they can do. The reasons are obvious, a client tells you to close the account due to gambling problems and instead of closing it, you decide to tell you the reason for closing it? What you should have done is close it immediately to such a serious problem which benefits you to earn more money and shows the kind of scrupulous people you are. In case of not accepting the return, I will claim before the Curaçao license and I will denounce you in court.

Como veis , mienten, se contradicen y les importa mas el dinero que los problemas de las personas y el daño que puedan hacer. Las razones son obvias, un cliente os dice que cerreis la cuenta por porblemas de ludopatia y en vez de cerrarla decis que os diga el motivo para cerrarla? Lo que deberiais haber hecho es cerrarla inmediatamente ante un problema tan grave el cual os beneficia para ganar más dinero y muestra la clase de gente si escrúpulos que sois. En caso de no aceptar la devolucion reclamaré ante la licencia de Curaçao y os denunciaré ante la justicia.

Dear Cyber.bet casino representative.

In cases when a player admits to gambling addiction, there is nothing like a waiting period or reversal option. The player's account must be closed. No matter how much he will be begging you or which story he will later tell you about his mistake, etc. Gambling addiction is a sickness when a person cannot control himself. He will do anything literally to continue to play, and your responsibility is to prevent that.

The decision to reverse the blocking of the player's account after he admitted the gambling problem was an apparent mistake of the casino.

Hello, dear Matej!

Thank you for your comments.

At Cyber.bet, we have made the concept of responsible gaming an integral part of our corporate culture.

On another hand, every user's request needs to be reviewed and verified.

We are trying to react to all user's requests as fast as possible.

At this moment we have reviewed the user's request and blocked his account.

We need to point again the thing that the user was used our service on its terms, which have been fully complied.

Dear Cyber.bet casino representative.

Please look on the screen from your casino T&Cs.

Permanent self-exclusion. Should you become aware of compulsive gambling behaviour, you can use our self-exclusion option to permanently restrict access to your Cyber bet account. Please contact our customer support via support@Cyber.bet to initiate permanent self-exclusion. This request is non-retractable, and the account will be closed permanently. - I believe this rule was clearly breached by casino when the casino ignored the alexlisen86 request. Please keep in mind that there is nothing about that self-exclusion process that must be completed, but that request must be sent - his email where he mentioned gambling addiction is a very good request.

Another part - Trained Personnel

At least a little trained person would never open an account for a problem gambler.

If you don't want to refund the player from I don't know which reason, because this is the casino's obvious mistake, I would strongly recommend to alexlisen86 to submit a complaint to the regulator.

If the regulator decides in favour of the casino, we will mark this complaint as unresolved with classification failed self-exclusion on our website. (well, curacao is a bad regulator, but I hope not so bad that would rule such an obvious case against the player) How the casino acted, in this case, is simply against all principles of fair gambling.

Hello, Matej.

We have already pointed out the fact that we received the client's request for the complete blocking of the account. We do not deny this. The terms of service tell us that a request must be sent to us by email. After receiving a request, the account is blocked and the client is informed about it. Which was done in this case.

To instantly block an account on the client's side, a special option is available to him in his personal account, but this client did not use it. And his contact with support was reviewed on a first-come, first-served basis, along with other users of the site.

Moreover, you indicate that we ignored the client's request, but this is not true. On the day of the request, the client informed us about the desire to block the account and we asked him for a reason to do that, which is required to understand the situation, since customers may have various reasons for blocking an account.

Dec 14 2021 18:03 I tell you by mail:

-Hi, I have gambling problems. I want my account to be blocked forever without the option to reopen it. Thank you.

Dec 14 2021 19:03 They answer:

-Hi. Sad to see you go :( Please note that you can freeze the account in the profile settings. To remove it completely, please provide a reason for such a decision, after that we will process your request.

Dec 14 2021 19:22 I tell you again:

-Because of gambling problems.

Dec 21, 2021, 3:09 I write to you:

- I asked to close my account forever due to gambling problems and even so you did not close it and let me re-deposit, I lost € 300 which I ask for a refund for not closing my account even knowing that I am a gambling problem and I asked to close my account for it. Otherwise I will file a claim against the curaçao license

Dec 21, 2021, 9:32 Respond:

-Hello.

His account was locked on December 14 after the request and it was re-unlocked on December 16 also after his message.

You should have blocked the account on December 14 instead of asking again why I want to close my account permanently without the option to reopen when I had already said it in the first email. But you did it 13 days later that they saw the complaint in GURU CASINO taking advantage of an illness to earn money. I ask for the last time the return of the € 1400 for the good ones or I will do it by all possible methods. Thank you very much Matej and in case they refuse I would like to talk to you please. THANK YOU!

14 dic. 2021 18:03 Les digo por mail:

-Hola tengo problemas de ludopatia quiero que bloqueen mi cuenta para siempre sin opcion a reabrirla. Gracias.

14 dic. 2021 19:03 Responden:

-Hola.Es triste verlo partir :( Tenga en cuenta que puede congelar la cuenta en la configuración del perfil. Para eliminarla por completo, proporcione una razón para tal decisión, luego de eso procesaremos su solicitud.

14 dic. 2021 19:22 Les vuelvo a decir:

-Por problemas por el juego.

Dec 21, 2021, 3:09 Les escribo:

- Pedi que cierren mi cuenta para siempre por problemas de ludopatia y aun asi no la cerrasteis y me dejasteis volver a depositar, perdí 300€ los cuales pido que me devuelvan por no cerrar mi cuenta aun sabiendo que soy ludópata y pedi cerrar mi cuenta por ello. Sino pondre una reclamacion a la la licencia de curaçao

Dec 21, 2021, 9:32 Responden:

-Hola.

Su cuenta fue bloqueada el 14 de diciembre después de la solicitud y se volvió a desbloquear el 16 de diciembre también después de su mensaje.

Deberiais haber bloqueado la cuenta el mismo 14 de Diciembre en vez de volver a preguntar el motivo de porque quiero cerrar mi cuenta permanentemente sin opcion a reabrir cuando ya lo habia dicho en el primer mail. Pero lo hicisteis 13 dias mas tarde que han visto la queja en GURU CASINO aprovechandoos de una enfermedad para ganar dinero. Pido por última vez la devolución de los 1400€ por las buenas o lo hare por todos los métodos posibles . Muchas Gracias Matej y en caso de que se nieguen me gustaria hablar contigo por favor. GRACIAS!

Hello, Alex.

There is a missing date in your timeline report.

It was the 15the of December when you have canceled your request by asking us to reopen your account.

At those moment we haven't made a final decision about your account block, your initial request was in work.

Dear Cyber.bet casino representative.

Please correct me if I am wrong.

Player alexlisen86 on 14. December wrote to the casino email ( support@Cyber.bet ) that he wanted to close his account immediately because he had a gambling problem. This email is mentioned in the terms where it is written that this request is non-retractable. However, on 15th December, the casino reopened the player's account because the self-exclusion was still not in place.

But here, the terms are very clear: request is non-retractable, not the self-exclusion itself. 

Another matter is that if you take responsible gambling seriously, you would know that problem gamblers have their bright moments and dark moments, and in bright moments they act rational but in dark moments not. So it is logical that if a problem gambler asks you in his bright moment to help him, he will deny it in his dark moment and ask the casino to let him play. Problem gambling means that player cannot control his actions. That's why the rules are very strict. Once a player admits a gambling problem, casinos must block him forever as soon as is possible.

We would like to ask the Cyber.bet 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’.

They have not responded, Matej can you please help me to file the claim with the curaçao license? I don't have good English, I could compensate with it a donation to guru casino in case they return my money.

No han respondido, Matej puedes ayudarme por favor para poner la reclamación ante la licencia de curaçao? No tengo buen ingles, podria compensar con ello una donacion a guru casino en caso de que me devuelvan el dinero.

Hello alexlisen86.

The casino is holding Curacao 8048/JAZ License.

Please write an email to Curacao Antillephone N.V.: complaints@gaminglicences.com

Your complaint should include:

1) Your personal information:

name (your first name, your last name and the middle name if you have it)

your country of residence

your age

2) Complaint body must include:

casino name (to mention its license number would be even better)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.

Please let me know when you submit the complaint or in case of any trouble.

Can I make the complaint in Spanish or does it have to be in English?

Puedo hacer la queja en español o ha de ser en ingles?

The best will be to submit it in English.

Could you please Matej help me make the complaint? It could compensate financially. Thanks

Podrias por favor Matej ayudarme a hacer la queja? Podria compensar economicamente. Gracias

Hello alexlisen86, I will prepare the message for the licensing authority for you and send it to your email. (you don't need to compensate me anyhow. It is a part of the complaint process)

Thank you very much Matej, very kind, I am very grateful.

Muchísimas gracias Matej, muy amables , estoy muy agradecido.

I sent you an email. Please let me know when you submit the complaint to the regulator.

We are closing this case with status, waiting for the regulator's decision.

However, we believe that alexlisen86's money should be refunded.

We reopened this complaint based on the player's request.

Because since today regulator didn't reply, and because in this case, it is evident that alexlisen86 did everything correctly and the casino shouldn't reopen his account. We are closing this complaint as justified.

Alexlisen86 or casino representative can reopen this complaint anytime when the regulator responds.