Betzillo Casino - L'account del giocatore è stato chiuso dopo una richiesta di autoesclusione.

I told them to self exclude me for 1 year, 

they asked why, 

I told them because I’m gambling too much 

I then said actually wait at 9:33

I then deposited money, played, and hit a feature that payed around 100 dollars

While I was playing:

They if there is anything else they can assist with, 

And then to reconsider, 

And then to contact them again once back online 

And then that the account is closed. 

While I was playing, I did not receive any pop up notification. As soon as the feature finished, I was kicked out of the website, and I had lost access to my deposited money plus my winnings. I tried to contact the same support guy again but they stopped responding. I used a different browser to contact them, and they done was mention their responsible gambling policy and that my account is permanently closed. 

It is important to note that I deposited and was playing before any confirmation on their behalf was made to self exclude. 

They also mentioned that my balance was at 39.40, meaning they disregarded the amount won from the feature. They are now telling me I have to wait 7 days before they will talk to me again on the built in chat regarding the manner. I have contacted them via email, but they are yet to reply. 

Dera Whatfor,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that all communication between you and the casino regarding the closure of your account took place through live chat only?

How long did it take for the support agent to act on your request and block your account? Was your account closed on the same day you submitted the closure request?

Could you also confirm the exact time when you made the deposit and played after requesting self-exclusion?

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

Best regards

Veronika

Dear Whatfor,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.