Betify Casino - プレイヤーは自己排除の問題後に払い戻しを要求します。

At the end of 2023, I registered with a casino from the Altacore NV group, yonibet. However, I requested self-exclusion from the casino due to gambling addiction. A few weeks later, I started receiving marketing from another casino in the same Altacore NV group, Betify, where I made deposits of over €5,000.

I sent a request for a refund to the casino, but they replied with clauses that have nothing to do with the issue and stated that I am responsible for opening the account, despite the self-exclusion.

Can you help?

Em final de 2023 inscrevi-me em um casino do grupo Altacore NV, yonibet, entretanto pedi a auto-exclusao do casino por motivo de vicio de jogo. Comecei umas semanas depois a receber marketing de um outro casino do mesko grupo Altacore NV o Betify, onde fiz depositos de mais de 5000€.

Enviei para o casino o pedido de reembolso no entanto respondem.com clausulas nada a haver com tema, e dizendo que sou responsavel pela abertura de conta, apesar da auto exclusao.

Podem ajudar ?

Dear cgouveia,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betify Casino.

Please understand Curacao licensed casinos aren't obligated to extend self-exclusion to associated brands. You'll need to request a self-exclusion in every online casino where you have an account separately to be protected.

Please allow me to ask you a few questions, so I can better understand the situation. 

• When did you make deposits in the Betify online casino?
• Have you informed Betify online casino about your gambling addiction? When exactly?
• Is your Betify account currently closed?
• When was the last time you were in contact with the casino regarding the issue?
• Could you please share with me your communication with the casino you are referring to in your post? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Both the yonibet casino (where I self-excluded) and the betify casino use the same license, in the same place and with the same number.

So the license is just one and the rule applies to all the casinos in the Altacore N.V. group, in my opinion.

In the terms and conditions of both casinos, they use to refer to the brand as Altacore NV, so if in the terms and conditions they use the same name it is assumed that they are using the same company, as well as who receives the deposits is Altacore NV.

To answer your questions:

-The deposits will occur at the beginning of 2024.

- At betify I didn't ask for self-exclusion, I asked for the account to be closed (this happened on 27-02-2024).

-Yonibet's self-exclusion took place on 16-12-2023

-Yes, both accounts are closed.

-Last contact was on 07-01-2025.

I will send you all the email exchanges.

Thank you for your availability and professionalism.

Tanto o casino yonibet ( onde fiz a auto exclusao), como o casino betify usam a mesma licenca, no mesmo local e com o mesmo numero.

Portanto a licença é so uma e a regra transversal a todos os casinos do grupo Altacore N.V, isto no meu ponto de vista.

Nos termos e condiçoes de ambos os casinos, os mesmos usam para se referir a marca como Altacore NV, portanto se nos termos e condicoes usam o mesmo nome parte-se do principio estar a usar a mesma empresa, assim como quem recebe os depositos é a Altacore NV.

Respondendo as suas questoes:

-Os depositos ocorream no inicio do Ano de 2024.

- Na betify nao pedi auto-exclusao pedi o encerramento da conta, (aconteceu a 27-02-2024.

-A auto exclusao da yonibet aconteceu a 16-12-2023

-Sim ambas as contas estao encerradas.

-ultimo contato aconteceu a 07-01-2025.

Vou fazer o envio de todas as trocas de email para si.

Obrigado pela disponibilidade e profissionalismo demonstrado.