BetUS Casino - プレイヤーのアカウントが適切に閉鎖されていません。

Good Afternoon,

my complaint is towards BetUS where I've tried to self exclude myself and they for one kept letting me back, and the main issue not permanently self excluding me as per my request yesterday evening at 4:58pm. After talking to the lady on the phone I was supposed to have had my account shutdown which wasn't the case. I was able to make two deposits todays on March 14th for 3700 dollars. One deposit was for 1200 and the other was 2500 CAD. They were aware previously that I was having gambling issues and they still reactivated my account. I've attached screenshots of the emails of deactivating and reactivating my account. I also attached a screenshot of the phone record of my call to them yesterday at 4:58pm March 13th which they claim never happened.. they also were aware I've had gambling issues as per the screenshot of the email I sent them. Once they received that they didn't shut the account down they had a manager call me asking if I was interested in bonuses to stay...

I'm looking to be reimbursed the 3700 CAD I lost due to the fact my account should have been closed and never reopened in the first place. All funds were lost today on March 14th. 

Regards,

SF

Dear Stayfrosty94,

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 a gambling problem).

Would you be so kind as to forward me the account closure requests that you sent to the casino? Have you mentioned gambling addiction in any of your requests? My email address is veronika.f@casino.guru.

Thank you very much in advance.

Best regards,

Veronika

Good Afternoon,

I've forwarded all relevant documentation to your email.

This issue does involve self-exclusion as I requested that the account was closed permanently and it was discussed with the person over the phone multiple times that it was because of a gambling problem. The main issue is that they are claiming the phone call that took place on March 13th at 4:48pm PST never happened. This was when they informed me that the account had been closed down officially and I would no longer have access. Once again it was said that it was because of a gambling problem and the phone call was over within a minute. I also have a screenshot of the call log which I had sent you.

If the account was closed as it was supposed to have been, it would have saved me from spending 3700 CAD the next day.

Regards,

SF

Thank you for your email.

In the request you sent to the casino, you stated that you wanted to close your account because you were done gambling. Unfortunately, we cannot consider this as a valid self-exclusion request due to gambling addiction, as the issue of gambling problems was not specifically mentioned.

I understand that you may have discussed gambling-related concerns during the call with the casino representative, but since there is no recorded evidence of the conversation, we cannot verify this. Without sufficient evidence, we are unable to pursue this complaint further. The casino could argue that addiction was not mentioned, leading to a situation where it would be a matter of conflicting statements.

As a result, we regret to inform you that we must reject this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika

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