Bets24 Casino - プレイヤーのアカウントは、閉鎖のリクエストにもかかわらず開いたままです。

Hello,

I am addicted to gambling and have an account with bets24. On Saturday, October 12, I requested via email (as the chat informed me it had to be done by email) the permanent closure of my account due to gambling addiction. I specified that it should not be reopened even if I requested it.

My account was closed on Monday, but on Tuesday, unable to control my urge to gamble, I requested through chat to reopen it (they can reopen it via chat but cannot close it, surprisingly), and it was reopened immediately.

That Tuesday, the 15th, I deposited and lost 100 euros and sent another email notifying them of the failure in self-exclusion and requesting closure again.

Today, as my account remains open, I deposited another 100 euros.

I am begging in the chat for them to block my account, but they tell me they cannot do it, and I must wait for it to be managed through email.

Thank you for your help.

Hola.

Soy adicto al juego y tengo cuenta en bets24. El sábado 12 de octubre pedí por correo ( en el chat me dijeron que tenía que ser por email) el cierre de mi cuenta permanente de mi cuenta por adicción al juego. Especifiqué, que no se reabriese aunque lo solicitase.

Mi cuenta se cerró el lunes pero el martes, incapaz de controlar mis deseos de jugar, solicité por chat la reapertura ( no la pueden cerrar por chat pero si pueden reabrirla, sorprendente), y se reabrió al momento.

Ese martes 15 deposité y perdí, 100 euros y envié otro correo notificando el fallo en la autoexclusión y solicitando el cierre nuevamente.

Como hoy, mi cuenta, todavía sigue abierta, he vuelto a depositar otros 100 euros.

Estoy suplicando al chat que bloqueen la cuenta pero me dicen que no pueden, que debo esperan a que lo gestionen desde el email.

gracias por la ayuda

Dear juliobit8,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Dominika