BetItAll Casino - Il tentativo del giocatore di auto-escludersi dal casinò è stato trascurato.

I have a gambling addiction problem and although when I opened an account at that casino, after the losses I had, I asked to close my account FOREVER.

However, 4-5 days ago, I received an email from the casino that my account had been reopened and I had been credited with 25 euros.

After I lost this money, I started the deposits (I do not doubt that I made them) as a result of which I lost a lot of money for my own pocket.

I want you to tell me if it is legal for casinos to open an account against the will of the player, especially if he has such a problem as I do.

Plus I do not have anything to send, but you can be sure of the problem I have, if you contact KETHEA ... !!!

Please let me know why I will get sick from my grief ....

Thank you very much

Έχω πρόβλημα εθισμού στα τυχερά παίγνια και παρότι όταν άνοιξα λογαριασμό στο εν λόγω καζίνο, μετά τις απώλειες που είχα, ζήτησα να κλείσει ΓΙΑ ΠΑΝΤΑ ο λογαριασμός μου.

Ωστόσο, 4-5 μέρες πριν, έλαβα mail απ' το καζίνο πως έχει ξανανοίξει ο λογαριασμός μου κ μου είχαν πιστωθεί κ 25 ευρώ.

Αφού έχασα αυτά τα χρήματα, ξεκίνησα τις καταθέσεις (δεν αμφισβητώ πως τις έκανα) με συνέπεια να χάσω πάρα πολλά χρήματα για τη δική μου τσέπη.

Θέλω να μου πείτε αν είναι νόμιμο να ανοίγουν λογαριασμό παρά τη θέληση του παίχτη τα καζίνο, ιδίως αν έχει τέτοιο πρόβλημα όπως εγώ.

Συν/νο δεν έχω κάτι να στείλω, αλλά μπορείτε να σιγουρευτείτε για το πρόβλημα που έχω, αν επικοινωνήσετε με το ΚΕΘΕΑ...!!!

Παρακαλώ ενημερώστε με γιατί θα αρρωστήσω από τη στεναχώρια μου....

Ευχαριστώ πολυ

Dear Ioannis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found

https://www.betitall.com/en/reading-center/responsible-gaming:

„Standby or cool-off periods / Self exclusion:

If you believe that playing games might affect your life in a negative way, we at Bet it All are able to help you. We provide you with the ability to exclude yourself from playing on our site for various periods of time. We offer 24-hour stand-by periods as well as 7 day, 30 day, 2 month restrictions and longer timeouts (only with email confirmation on security@betitall.com. When sending an request to security@betitall.com, please make sure that this message is directly addressed and not a forward or carbon copy (cc). There is a high possibility that these types of emails will go into Spam and therefore won't be viewed by the relevant department). You will not be able to access the games and/or services of Bet it All. Once you ask for a self-exclusion period, you have to close all tables at which you are playing and log out from your account. Once you have done that, the time out or self-exclusion period will begin. You will not be able to deposit or withdrawal and make inter-account transfers with your Bet it All account. Furthermore, you will not receive any marketing emails or newsletters from Bet it All after your cool off period has been initiated. It is important for Bet it All to receive information about your reasons as to why limit your account. The staff members of Bet it All have been trained in social responsibility and are trained to deal with compulsive gambling behaviour. They are always there to assist you with personal aid or guidance as to where you should go to find further help. If Bet it All recognises that gambling can cause serious financial harm to the Customer it reserves the right to close the players account in order to help overcome any addiction thereof."

Is this security@betitall.com the email address that you have sent your email to?

Do I understand correctly that you have an active registration with https://www.kethea.gr/en/?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"Good evening

I'm on my way to the countryside.

I have not done anything print screen and I have asked the casino to send me the message I sent them and to share it with you.

You also asked them to send us the chat in which I request PERMANENT CLOSING of my account.

Thank you very much for your help

Yours sincerely,

I. B ******* "

Additional comments from the player:

"Καλησπέρα σας

Είμαι στο δρόμο για επαρχία.

Δεν έχω κάνει κάτι print screen και έχω ζητήσει από το καζίνο να μου στείλει το μήνυμα που τους έστειλα και να το κοινοποιήσει και σε εσάς.

Ζητήσατε τους επίσης να μας αποστείλουν και το τσατ στο οποίο ζητώ ΜΟΝΙΜΟ ΚΛΕΙΣΙΜΟ του λογαριασμού μου.

Ευχαριστώ θερμά για τη βοήθειά σας

Με ιδιαίτερη εκτίμηση,

Ι. Β*******"

Thank you very much, Ioannis, for the forwarded emails. Do I understand correctly that you have communicated a possibility to self-exclude from the casino through the live chat only? Please understand that not every department can apply restrictions to a player's account.

Have you received the transcript from the live chat already?

No, I have not received any copy and in fact, my company has now closed the account (after the complaint message I sent them), as a result, I can not chat with them !!!!

Όχι, δεν έχω λάβει κανένα αντίγραφο και μάλιστα, η εταιρεία μου έχει κλείσει τώρα το λογαριασμό (μετά από το μήνυμα παραπόνων που τους έστειλα), με συνέπεια αυτού, να μην μπορώ να κάνω chat μαζί τους!!!!

And something too! In the chat I had, they only asked me why I was closing the account and there was no mention from them that the permanent closing of the account is done by mail security@beritall ...... !!!

You asked them for your chat please and ask them if they have explained to me they have even sent me an email to mention something like that!

The account was closed directly (as now that I sent them the message and we had no other contact !!!)

Thanks again very much !!!

I. B.

Και κάτι επίσης! Στο τσατ που είχα με ρώτησαν μόνο για το λόγο που κλείνω το λογαριασμό και δεν έγινε καμία αναφορά από μέρους τους πως το μόνιμο κλείσιμο λογαριασμού γίνεται από το mail security@beritall......!!!

Ζητήσατε τους το τσατ σας παρακαλώ και ρωτήστε τους αν μου εξηγήσεις χουν στείλει έστω mail που να αναφέρουν κάτι τέτοιο!

Έκλεισε ο λογαριασμός απευθείας ( όπως και τώρα που τους έστειλα το μήνυμα και δεν είχαμε καμία άλλη επαφή!!! )

Και πάλι ευχαριστώ θερμότατα!!!

Ι. Β.

Thank you very much, Ioannis, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear good continuation and thank you for everything. And if in the end I do not get my money back, I at least want people to know what happens to this casino (clearly with others).

Once I have decided to deal with the issue and announce the fact, I will look for it as much as possible and I will address every body I can.

Good luck,

I. B.

Αγαπητή καλή συνέχεια κι ευχαριστώ για όλα. Κι αν εντέλει εγώ δεν πάρω πίσω τα χρήματά μου, θέλω τουλάχιστον να ξέρει ο κόσμος τι γίνεται με το εν λόγω καζίνο (σαφώς και με άλλα).

Εφόσον αποφάσισα να ασχοληθώ με το ζήτημα και να κοινοποιήσω το γεγονός, θα το ψάξω όσο πάει και θα απευθυνθώ σε κάθε φορέα μπορώ.

Καλή συνέχεια,

Ι. Β.

Dear good continuation and thank you for everything. And if in the end I do not get my money back, I at least want people to know what happens to this casino (clearly with others).

Once I have decided to deal with the issue and announce the fact, I will look for it as much as possible and I will address every body I can.

Good luck,

I. B.

Αγαπητή καλή συνέχεια κι ευχαριστώ για όλα. Κι αν εντέλει εγώ δεν πάρω πίσω τα χρήματά μου, θέλω τουλάχιστον να ξέρει ο κόσμος τι γίνεται με το εν λόγω καζίνο (σαφώς και με άλλα).

Εφόσον αποφάσισα να ασχοληθώ με το ζήτημα και να κοινοποιήσω το γεγονός, θα το ψάξω όσο πάει και θα απευθυνθώ σε κάθε φορέα μπορώ.

Καλή συνέχεια,

Ι. Β.

No answer from the casino yet ... I will have to wait. Can you tell me which body supervises its proper operation, so I can go there too please?

Thanks in advance,

I. B.

Ακόμη καμία απάντηση από το καζίνο... Θα περιμένω αναγκαστικά. Μπορείτε να μου πείτε ποιος φορέας επιβλέπει την ορθή του λειτουργία, ώστε να απευθυνθώ κι εκεί παρακαλώ?

Ευχαριστώ εκ των προτέρων,

Ι. Β.

Hello ioannis.

I absolutely appreciate that you shared your experiences with the Casino Guru team. The casino team is very cooperative during our complaint resolution, so I recommend you to stick with us for a moment and if the result is insufficient, I will personally guide you for the whole process of contacting the authority.

We will now try to get in touch with the casino.

Thank you very much for your always prompt reply and as I said, I will definitely wait ... Although a week has already passed and there has been no response from the casino.

Friendly

I. B.

Ευχαριστώ πολύ για την πάντα άμεση απάντησή σας και όπως προείπα, αναγκαστικά θα περιμένω... Αν και ήδη πέρασε μια εβδομάδα και από το καζίνο δεν υπήρξε καμία απάντηση.

Φιλικά

Ι. Β.

Hello Team, 

We kindly ask for an email where we can forward all the chat evidence to. 

Let us explain the situation in question.

As visible from the chat history, on September 3rd, 2021 the player contacted our support department through the live chat option asking to close his account. The player only specified that he had lost a lot of funds in our casino. The chat agent then replied with a standard message which states that the player’s account is blocked for a week and if the player wishes for a longer blocking period, he must contact the Security department via email security@betitall.com.

The Security department is based on the casino platform, and for the Support service we hire contracting companies, therefore, the Support service has limited functionality.

After this, no emails followed to the security department or the support department and the player’s account was automatically unblocked and the player received cashback for his previous deposits.

On September 13th, 2021, the player sent 2 more messages to the support department. One simply stating "Problem with gambling." and the second one stating that the player will be reporting his account unblocking to the relevant gaming authority, to which the support agent replied, after verifying, that the security department was not contacted and that the block was automatically lifted after 7 days, which is standard procedure.

The message stating that the player was gambling addicted was then forwarded to the security department by the agent and the player’s account was blocked.

Also, if the casino has a very good reputation as you mention, in matters of security it is very serious and does not leave to .... Contracting companies such serious matters.

If from the chat I can not set the closing of my account, then forgive me but this is not called chat ....

What should I do?

To come in just to say good morning to them;

The last thing I will write is that in this casino I am not even identified, but there I do not see any restrictions on deposits ...

But if I asked for a withdrawal, all of a sudden I had to send all the identification documents.

Sorry dear gentlemen, but if you do not see any problem, then there is no further reason for me to communicate.

All I will ask you again is to answer me who is the competent supervisory body for this particular casino.

Thanks in advance,

I. B.

Επίσης, αν το καζίνο έχει πολύ καλή φήμη όπως αναγράψετε, στα θέματα ασφάλειας είναι πολύ σοβαρό και δεν αφήνει σε.... Συμβαλλομενες εταιρείες τόσο σοβαρά θέματα.

Αν από το chat δεν μπορώ να ρυθμίσω το κλείσιμο του λογαριασμού μου, τότε με συγχωρείτε αλλά αυτό δε λέγεται chat....

Τι να το κάνω?

Να μπαίνω μόνο για να τους λέω καλημέρα?

Το τελευταίο που θα γράψω είναι πως στο εν λόγω καζίνο δεν είμαι ούτε ταυτοποιημένος, αλλά εκεί δεν βλέπω να υπάρχουν περιορισμοί στις καταθέσεις...

Αν ζητούσα όμως ανάληψη, ξαφνικά θα έπρεπε να στείλω όλα τα έγγραφα ταυτοποίησης.

Συγγνώμη αγαπητοί κύριοι, αλλά αν εσείς δε βλέπετε κανένα πρόβλημα, τότε δεν υπάρχει κανένας περαιτέρω λόγος επικοινωνίας από μέρους μου.

Το μόνο που θα σας ζητήσω εκ νέου, είναι να μου απαντήσετε ποιος είναι ο αρμόδιος εποπτικός φορέας για το συγκεκριμένο casino.

Ευχαριστώ εκ των προτέρων,

Ι. Β.

We kindly ask casino.guru manager for an email where we can forward all the chat evidence to. 

Good evening and good week gentlemen.

I am sorry to see that there is no progress on my issue despite your efforts.

For this reason and for the umpteenth time, I will ask you to answer only one thing:

Who is the supervisory body for this particular casino, to convey my dissatisfaction with the rules of responsible betitall gambling.

As my addiction problem was transferred to the casino security department and the account was permanently closed, so my initial request to close an account should have been transferred!

So simple!

If you disagree, close the case now but PLEASE tell me who is the supervisory body for betitall casino!

I apologize for my strong reaction and I look forward to your reply as soon as possible!

Friendly,

I. B.

Καλησπέρα και καλή εβδομάδα κύριοι.

Μετά λύπης μου βλέπω πως δεν υπάρχει καμία πρόοδος με το ζήτημά μου παρά τις προσπάθειές σας.

Για αυτό το λόγο και για πολλοστή φορά, θα ζητήσω να μου απαντηθεί ένα και μόνο πράγμα:

Ποιος είναι ο εποπτικός φορέας για το συγκεκριμένο casino, ώστε να του μεταφέρω τη δυσαρέσκειά μου για τους κανόνες περί υπεύθυνου παιχνιδιού του betitall.

Όπως μεταφέρθηκε στο τμήμα ασφαλείας του καζίνο το πρόβλημα εθισμού μου και ο λογαριασμός έκλεισε οριστικά, έτσι θα πρέπει να είχε μεταφερθεί και το αρχικό μου αίτημα για κλείσιμο λογαριασμού!

Τόσο απλά!

Αν διαφωνείτε, κλείστε από τώρα την υπόθεση αλλά ΠΑΡΑΚΑΛΩ πείτε μου ποιος είναι ο εποπτικός φορέας για το betitall casino!

Απολογούμαι για την έντονη αντίδρασή μου και αναμένω απάντησή σας το συντομότερο δυνατόν!

Φιλικά,

Ι. Β.

Dear BetItAll Casino team.

Thank you very much for your cooperation. This is my email, jozef.k@casino.guru.

Hello Team.

Proofs with explanations are sent to your mail.

Hello teams

I hope you will answer me in 2021 who is the supervisory body of the betitall team !!!!

😂😂😂

I do not need receipts with explanations as the "excellent" casino betitall does ..

You are making fun of me, it seems to me all together.

"Evidence with explanations🤬🤬🤬 !!!!!!"

the others write provocatively and you still evaluate them as a casino with a "very good reputation" ...

Why don't they explain it to me too?

Disgust that you accept but it does not matter ...

I will find an edge, maybe not from here but I will find an edge .... 🤬🤬🤬🤬🤬🤬🤬🤬

Γεια ομάδες

Ελπίζω να μου απαντήσετε μέσα στο 2021 ποιος είναι ο εποπτικός φορέας της ομάδας betitall!!!!

😂😂😂

Δεν χρειάζομαι αποδείξεις με επεξηγήσεις όπως κάνει το "εξαιρετικό" καζίνο betitall..

Με κοροϊδεύετε μου φαίνεται όλοι μαζί.

"Αποδείξεις με επεξηγήσεις🤬🤬🤬!!!!!!"

γράφουν οι άλλοι οι προκλητικοί και ακόμη τους αξιολογείτε ως casino με "πολύ καλή φήμη"...

Γιατί δεν επεξηγούν και σε εμένα?

Αηδία την οποία δέχεστε αλλά δεν πειράζει...

Θα βρω άκρη, ίσως όχι από εδώ αλλά εγώ θα βρω άκρη....🤬🤬🤬🤬🤬🤬🤬🤬

Dear site administrators:

As 3 weeks have passed and there has not been any development yet (to be honest I did not expect), I want you to answer me only one thing.

What is your difficulty in telling me what is the supervisory authority for betitall casino?

I believe that, even if I am wrong in the whole case, I am not asking for something irregular. I did not expect the return of the money from the casino so easily ...

Business is for profit and that makes sense!

However, I ask to speak to the person in charge of this matter, with the ultimate aim of seeing if the legislation in Curacao is such that it allows everyone to define the legal framework as they wish.

In summary, I want to see if there really is supervision or not ...

It is very simple what I ask and I DO NOT GET AN ANSWER! WHY?

Please do not ignore my message again.

Thank you very much,

I. Varsamos

Αγαπητοί διαχειριστές του site:

Καθώς πέρασαν 3 εβδομάδες και ακόμη δεν έχει υπάρξει κάποια εξέλιξη (για να είμαι ειλικρινής δεν περίμενα), θέλω να μου απαντήσετε μόνο σε ένα πράγμα.

Ποια είναι η δυσκολία σας ώστε να μου πείτε ποια είναι η εποπτική αρχή για το betitall casino?

Θεωρώ πως, ακόμη κι αν εγώ έχω άδικο στην όλη υπόθεση, δε ζητάω κάτι παράτυπο. Ούτε περίμενα έτσι εύκολα την επιστροφή των χρημάτων από το καζίνο...

Επιχείρηση είναι με σκοπό το κέρδος της και αυτό είναι λογικό!

Ζητάω όμως να μιλήσω με τον αρμόδιο στο θέμα αυτό, με απότερο σκοπό να δω αν όντως η νομοθεσία στο Κουρακάο είναι τέτοια, που επιτρέπει στον καθένα να ορίζει όπως επιθυμεί το νομικό πλαίσιο.

Συνοψίζοντας, θέλω να δω αν υπάρχει όντως εποπτεία ή όχι...

Είναι πολύ απλό αυτό που ζητάω και ΔΕΝ ΠΑΙΡΝΩ ΑΠΑΝΤΗΣΗ! ΓΙΑΤΙ?

Θερμή παράκληση μην αγνοήσετε πάλι το μήνυμά μου.

Ευχαριστώ πολύ,

Ι. Βαρσάμος

Dear Ioannis.

Please, be aware that the complaint resolution procedure may take some time, in your case, it was even quite short (3weeks), but the casino was very cooperative. Unfortunately, the case has reached not a good end for you. Since the casino team has provided us with valid evidence sustaining their claims, we are forced to reject your case. It is clear that your account was just closed (without specification) because you have mentioned addiction only 13th of September. Therefore, we consider their behavior as justified.

The supervisory authority is the casino's licensing authority - Curacao. If you want help with contacting them, do not hesitate to reach me. Although I am convinced that their opinion will be the same.

Best regards, Jozef