ReloadBet Casino - Hráč se snaží zavřít svůj účet.

Goodnight,

When consulting the Casino Guru site, I came across a story that is similar to mine... A player who wanted to close his account on the reloadbet.com site and was unable to, despite several attempts, and so was spending money because the account was always open.

I have the same problem: gambling addiction and, as I can't close the account (either on lsbet or on reloadbet), I continue to play and spend.

I've been asking them to close my account for a long time, I've been trying to self-exclude myself... But just a chat conversation and asking them to reopen my account for them to do so.

Is there anything I can do?

Is there anything that can be redeemed?

Is there any help you can give me?

Boa noite,

Ao consultar o site Casino Guru, deparei-me com uma história que se assemelha à minha... Um jogador que quis fechar a conta no site reloadbet.com e que nao conseguiu, apesar de varias tentativas, e assim foi gastando dinheiro porque a conta estava sempre aberta.

Eu tenho o mesmo problema: vicio de jogo e, como nao consigo encerrar a conta (quer na lsbet, quer na reloadbet), continuo a jogar e gastar. 

Ja ha muito tempo peço que encerrem a conta, tento autoexcluir-me... Mas basta uma conversa no chat e pedido para que me reabram a conta para que o façam.

Ha alguma coisa que eu possa fazer?

Ha algo de que possa ser ressarcido?

Ha alguma ajuda que me possa prestar?

Dear playerfromportugalmn,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the responsible gambling section and I found this:

"Self-exclusion

If gambling has become a burden for you and does not serve its entertainment purpose any more, ReloadBet can help. Just feel free to contact our Email and submit your request for self-exclusion.

Please understand that self-exclusions are valid for all the gambling services ReloadBet provides: Sportsbook, Casino, Virtuals."

Could you please forward me your self-exclusion request together with any other relevant communication between you and the casino? My email address is kristina.s@casino.guru. 

Also, would you be so kind as to clarify the dispute value? Is it the amount of deposits you have managed to make after requesting the account closure?

I will be waiting for your reply patiently.

Best regards,

Kristina

Thank you very much playerfromportugalmn for your emails. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello there.

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

Dear playerfromportugalmn,

Thank you for sharing your feedback.

We are sorry to hear of your experience. Please be advised that your account at ReloadBet Casino was closed on February 15, 2022, without the possibility to be reopened.

To resolve it faster, we would also like to ask you please to provide the exact date when you have submitted the request for self-exclusion to our ReloadBet email. Thanks in advance.

ReloadBet Casino Team

Do I need to do anything now?

I already provided the casino guru with the emails I exchanged with the bookmaker, each time I asked to be self-excluded and then they opened the account again...

Thank you!

Preciso de fazer alguma coisa agora?

Ja forneci ao casino guru os emails que troquei com a casa de apostas, de todas as vezes pedi para me ser aplicada a autoexclusão e depois abriram a conta novamente...

Obrigado!

Dear ReloadBet Casino team.

Thank you very much for your cooperation. Please, see the examples in the post below.

Hello,

Thanks a lot for the provided screenshots.

We will check it and get back.

Regards,

ReloadBet Casino Team

Hello there.

Thank you, I am extending the timer by 7 days.

Hello,

We have analyzed the case and would like to inform that customer’s account was closed for a cooldown period when an according request was sent to our email.

Reopening of player account was done only after the cooldown period, at player’s insistence and per his own responsibility - which was stated in a signed request from him sent to ReloadBet email.

As from now on, there is no possibility to reopen player’s account or open a new one.

Best Regards,

ReloadBet Casino Team

This is obviously not true, as you can see from all the supporting emails I sent you.

In these emails you can easily see that I asked to close the account and many times the next day (sometimes even the same day!) I asked to reopen the account and the account was immediately reopened! Even when I requested a self-exclusion or permanent termination of my account.

Also, I never sent any written and signed letter to the bookmaker, and they never closed my account. Hence the reason for my request to the casino guru for help.

Isto obviamente nao é verdade, como poderão verificar por todos os emails comprovativos que vos enviei.

Nesses emails podem facilmente perceber que eu pedia para encerrar a conta e muitas vezes no dia seguinte (algumas vezes até no próprio dia!) Pedia para reabrir a conta e a conta era imediatamente reaberta! Mesmo quando eu pedia uma autoexclusão ou encerramento definitivo da minha conta.

Além disso, nunca enviei nenhuma carta escrita e assinada para a casa de apostas, e nunca me encerraram a conta. Daí o motivo do meu pedido de ajuda ao casino guru.

Dear ReloadBet Casino team.

Thank you very much for your cooperation in this case. Please, could you specify how long took the cooldown period? Could you also provide us with the signed request the player sent to you?

Be aware that in casino.guru (and it is also an industry-standard) we believe when the player mentions gambling problems, and in the case of this player he did send you so many emails, the account should be closed without a chance to reopen.

We are extending the timer by 7 days since we are still trying to establish a communication line with the casino team.

Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear playerfromportugalmn.

I am very sorry, but since the casino team stopped responding, we’re not able to proceed with further investigation. Another option is to file an official complaint at licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru