Bet Ninja Casino - アカウントが再開された後、プレイヤーは払い戻しを要求します。

Dear Sir/Madam,

I'm writing this complaint in regards the casino Betninja.com

On 19-02-2025 I did a self exclusion on the website and used the responsible gambling tools on the website.

I asked the livechat to reopen my account and the casino reopened it directly instead of letting me wait the 30 days as mentioned.

Therefore i would like to see the total sum of 2000,- refunded.

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Dear Trustwaarde, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Bet Ninja Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. Could you kindly provide details regarding the timeline of events? Specifically, when did you submit your request for self-exclusion, and when was your account reopened by the casino?
2. Additionally, have you regained access to your original account, or have you opened a new one?
3. Lastly, do you still have access to your account at this time?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Could you kindly provide details regarding the timeline of events? Specifically, when did you submit your request for self-exclusion, and when was your account reopened by the casino?

19-02-2025 a self exclusion for 30 days.

Additionally, have you regained access to your original account, or have you opened a new one?

I have regained access to the same original account

Lastly, do you still have access to your account at this time?

This morning this finally have blocked the account cause a mistake from the agent

Also see the terms of conditions:

Hi Atilla

Just received the following mail that the refund will be declined:

Please note that we follow established internal procedures when handling matters related to responsible gambling and account management. Each case is reviewed individually and assessed based on the information available at the time of the request.

In this particular case, prior to the account being reopened you confirmed that you did not experience responsible gambling issues and requested the reactivation of the account. Based on this confirmation and in accordance with our internal review procedures, the account was reopened.

We acknowledge that you have shared knowledge base articles regarding responsible self-exclusion. However, those are only knowledge base articles and not procedures.

In this partically case my questions are the following:

1. What are Self exclusion tools made for (for a specific period) if you can chat a livechat agent to reopen it earlier?
2. If you have a knowledge base on your website with saying; You can’t reopen your account earlier, why the internal procedure have let me.

Latest update from Betninja:

​

We have reviewed your account and can confirm that there was no wrongdoing from the support team's perspective. According to our procedures, if the player confirms there are no gambling issues, we can reopen the account before the self-exclusion period expires, especially if the exclusion was not permanent.

We have received your confirmation as shown below, and for this reason, the account has been reopened.

Please note that players must be aware of the fact that gambling on the website may result in a loss of money. The company is not liable for any possible financial loss that may occur as a result of using the website.

​

Therefore, we cannot refund the money that you have lost while playing.

Please notice that i've clearly used the self responsible gambling tools from the website to close my account 30 days (starting of 19 feb) and the support agent reopened the account earlier.

Self Exclusion tools are ment for a cool-off period.

Could you kindly provide details regarding the timeline of events? Specifically, when did you submit your request for self-exclusion, and when was your account reopened by the casino?

19-02-2026

Reopened date by the way (forgot to say)

05-03-2026

Dear Trustwaarde, thank you for your response.

I would like to kindly request that you refrain from contacting my colleagues. Instead, please feel free to continue our communication through this thread or via my email when additional evidence is needed. I assure you that my lack of immediate response does not indicate any unwillingness to assist you. It's worth noting the timer in the top right corner, which allows for a seven-day period for each party to respond. While we strive to provide timely replies, it is important to understand that we are managing over 1000 complaints at once, requiring diligent investigation and analysis for each case. Sending daily messages will not accelerate the resolution process; in fact, it may have the opposite effect.

Regarding the complaint itself, I have reviewed the evidence you provided. Unfortunately, I was unable to find your original self-exclusion request from the 19th of February. Could you please forward that as well?

Thank you for your patience and cooperation. I sincerely hope that we can assist you in resolving this issue promptly.

Best regards,

Attila

Dear Atilla,

As told this has been done with the self exclusion tool within the site.

I cant provide you more evidence due the fact that there are no e-mails sent if you do a self exclusion on the website.

Hope you will proceed in this complaint as soon as possible and not again within a timer of 7 days.

This is the option which i clicked, no confirmation had been sent so you need the operator in this case to confirm.

Hi Atilla,

just to confirm got a livechat agent which confirmed it

Dear Trustwaarde,​

Thank you for your response and for providing clarification regarding the issue. After thoroughly consulting with our team, we have regrettably concluded that we are unable to assist you in this instance. It appears that the casino was not made aware of your gambling difficulties at any point.

Additionally, you confirmed to the casino's customer support team that you were not experiencing any issues related to responsible gambling. From our perspective, we believe you had the opportunity to communicate your gambling concerns to the casino, but chose not to do so.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. 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.