Bettilt Casino - Der Versuch des Spielers, sich selbst aus dem Casino auszuschließen, wurde übersehen.

Good afternoon,

At the end of the year 2020 I asked the General Gaming Inspection for a total self-exclusion on all betting sites as I have a problem with the game.

However, the only site where I managed to register and place multiple bets was on bettilt where they don't put any bar in this type of situation.

The situation has already been reported to the general inspection of games and I will go to court if the situation is not resolved in the best way.

I request the refund of the amount deposited on this site to prevent this situation from reaching the courts.

I also request your intervention in this situation so that it can be dealt with as soon as possible.

I have already sent an email to the casino requesting brevity in handling the situation to which I have not received any kind of response.

I can't indicate the amount in dispute because I can't enter the site to verify.

I await response.

Thanks

Boa tarde,

No final do ano de 2020 solicitei à inspeção geral dos jogos uma auto exclusão total em todos os sites de apostas pois tenho um problema com o jogo.

No entanto, o unico site onde me consegui registar e fazer multipas apostas foi no bettilt onde não colocam qualquer barramento neste tipo de situações.

A situação já foi reportada a inspecção geral de jogos e entrarei por via judicial caso a situação não se resolva da melhor forma.

Solicito a restituição do valor depositado neste site para evitar que esta situação chegue a via judicial.

Solicito também a vossa intervenção nesta situação para que seja tratada o mais depressa possivel.

Já enviei email ao casino a solicitar brevidade no tratamento da situação ao qual ainda não recebi qualquer tipo de resposta.

Não sei indicar o montante em disputa pois não consigo entrar no site para verificar.

Aguardo resposta.

Obrigada

Dear Mcmp,

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 request for a 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, and this is what I found

https://www.bettilt.com/en/info/responsible-gaming:

„If you wish to be self-excluded from our Website, you should request it by contacting our Customer Support. Self-exclusion will prevent you from using your Player Account for indefinite period. We will close your account and refund all the remaining balance on your account. We will not distribute to you any material on the available promotion on our Website. You will not be able to reopen your Player Account."

Is this support@bettilt.com the email address that you have sent your email to?

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

Dear Mcmp,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.