Bet7 Casino - La autoexclusión del jugador falló.

Hello casino guru,

I have contacted the casino multiple times about my gambling addiction but they don't care.

I have tried multiple times to have my account blocked but they just don't want it.

Please tell them immediately to block my account and send me a transaction list of my deposits and withdrawals.

If my losses are not refunded, I will file a lawsuit against the casino. I have already done this at several casinos that do not have a German license.

It's unbelievable that despite several emails and chats, my account just stays open and I can happily continue to deposit.

Hallo Casino Guru,

ich habe das Casino mehrfach wegen meiner Glücksspielsucht kontaktiert, aber ihnen ist diese egal.

Ich habe mehrmals probiert mein Konto sperren zu lassen, aber sie wollen es einfach nicht.

Bitte teilt denen umgehend mit, mein Konto zu sperren und mir eine Transaktionsliste meiner Ein-und Auszahlungen zu schicken.

Sollte keine Rückerstattung meiner Verluste erfolgen, werde ich gegen das Casino Klage einreichen. Dies habe ich bereits bei mehreren Casinos vorgenommen, welche keine deutsche Lizenz besitzen.

Es ist unfassbar dass trotz mehrerer Emails und Chats mein Konto einfach offen bleibt und ich fröhlich weiter einzahlen kann.

Hello gamblingaddict1994,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bet7 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did you request for self exclusion for the first time? How fast after your request did you deposit? When was the last time you spoke to the casino and what was it about?

Please note that processing such request may take up from 1-4 days depending on which day did you request it as it might take longer before the weekends.

Looking forward to your answer.

Regards,

Nick

I don't know exactly if I lost any money afterwards, it was Thursday at 12:30, so 48 hours ago, but after that I contacted the chat several times because of the blocking. Actually, they should have the function to block my account immediately. But nothing happened.

I'll get the money back anyway through legal action because the casino doesn't have a German license.

All I care about is that my account gets blocked and I get a list of my deposits and withdrawals, but no one is responding.

Ich weiss nicht genau, ob ich danach noch Geld verloren habe, es war Donnerstag um 12:30, also vor 48 Stunden, danach habe ich aber noch mehrmals den Chat komtaktiert wegen der Sperrung. Eigentlich müssten die die Funktion haben mein Konto sofort zu sperren. Aber nichts ist passiert.

Ich werde mir das Geld eh über den Klageweg zurückholen, da das Casino keine deutsche Lizenz besitzt.

Mir ist nur wichtig, dass mein Konto gesperrt wird und ich eine Liste meiner Ein-und Auszahlungen erhalte, aber es reagiert niemand.

Hello gamblingaddict1994,

Can you please advise if your account is already blocked and if yes, since when exactly?

You have to keep in mind that it is up to you whether you register in a casino or not. If the casino allows German players, it is purely your decision to register there. You could have seen it from the beginning that they do not have a German license so it can't be used as an excuse.

Also the self exclusion request is usually processed within 1-4 days (depending on when did you request it).

This is not true, I have sued and won against several casinos so far and can provide evidence of this if required.

Curacao casinos are obliged not to accept German players at all.

But that's not my point.

Yes, my account has finally been blocked.

But I still want a transaction list from the casino.

I have not yet received an answer to this.

I think they deliberately ignore it, even if they are obligated to do so.

I am only concerned with the lists under the Data Protection Act.

Das stimmt so nicht, ich habe bis jetzt gegen mehrere Casinos geklagt und gewonnen, und kann hierfür Nachweise liefern, wenn erforderlich.

Curacao-Casinos sind verpflichtet deutsche Spieler garnicht erst anzunehmen.

Aber darum geht es mir nicht.

ja mein Konto wurde nun endlich gesperrt.

Aber ich möchte noch eine Transaktionsliste von dem Casino.

Hierauf wurde mir noch nicht geantwortet.

ich denke sie ignorieren es bewusst, auch wenn sie verpflichtet dazu sind.

Mir geht es nur um die Listen gemäß Datenschutzgesetz.

they should give me confirmation that my privacy request will be processed within 30 days of my request.

sie sollen mir eine Bestätigung geben, dass meine Datenschutzanfrage innerhalb von 30 Tagen ab meiner Anfrage bearbeitet wird.

Hello gamblingaddict1994,

Do you mean your deposit and withdrawal transactions within your casino account?

Correct, that would be enough for me, they are required by law to do this and I have the problem with several Curacao casinos that they are not sent to me, just like here

Korrekt, das würde mir schon reichen, hierzu sind diese laut Gesetz verpflichtet und ich habe bei mehreren Curacao-Casinos das Problem, dass mir diese nicht zugesandt werden, so wie hier auch

Hello gamblingaddict1994,

Can you please advise when exactly did you request for the account information? Was it more than 30 days ago?

It was 01/28/2023, and after that I asked several times when I can expect it, but never received an answer. I don't think they care

Es war am 28.01.2023, und danach habe ich mehrmals gefragt, wann ich damit rechnen kann, aber nie eine Antwort erhalten. Ich denke nicht, dass die sich darum kümmern

Hello gamblingaddict1994,

As they are still within the 30 day period, we can hardy do anything with it. Once it will take more than the given time period, we may try to intervene. Until then the complaint timer will be set on you and please let us know in case of any update.

The 30-day period ends on Monday, February 27th, but nothing will happen until then anyway, but we'll wait and see

Die 30-Tage-Frist endet am Montag den 27.02, aber es wird eh nichts passieren bis dahin, aber wir warten mal ab

Hello gamblingaddict1994,

Can you please advise if the casino forwarded you the requested information?

No, still haven't received a transaction list and no reply either

Nein, habe immer noch keine Transaktionsliste erhalten und auch keine Rückantwort

Thank you gamblingaddict1994 for the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello gamblingaddict1994,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bet7 Casino to join the conversation and participate in the resolution of this complaint.

Dear Bet7 Casino,

Can you please confirm if you have received a request from the player about the transaction history list?

Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear gamblingaddict1994,

The requested information about the all the transactions \ betting history, like it was told to you before, is always available in your player platform.

The account was closed in 28/01/2023 since we recived a self exclusion request by email from you on the same day.

Any more clarifications, please let us know.

Best Regards

Customer Support Team

Bet7

You are obliged to send me this by email, the licensor has also confirmed to me and no, the account was not closed immediately, tell the truth, so send me the transaction history in accordance with DSVGO by email now.

Sie sind verpflichtet mir das per Mail zuzusenden, hat mir auch der Lizenzgeber bestätigt und nein das Konto wurde nicht sofort geschlossen, sagen Sie die Wahrheit, also schicken Sie mir den Transaktionsverlauf gemäß DSVGO per Mail nun zu.

Dear Bet7 Casino,

Could you please explain how the player should get the transaction history when his account is already closed?

Are you able to provide the player with this document via email, as he has requested?

Thank you.

Kind regards,

Tomas

Dear gamblingaddict1994,

Your account was reopened in order to see your transaction history.

You can search for any transaction by clicking in "History" than "Transactions" and select tha dates you want to check.

Any more clarifications, please let us know.

Best Regards

Customer Support Team

Bet7

Are you legally obliged to send me something like this by email? Do you have no idea about GDPR?

Just because I want to file a lawsuit against you, you can't keep me from doing so.

Send me this now finally by mail.

Ihr seid gesetzlich dazu verpflichtet mir sowas per Mail mitzuteilen? Habt ihr keine Ahnung von DSVGO?

Nur weil ich Klage gegen euch einreichen möchte, könnt ihr mir dies nicht vorenthalten.

Schickt mir dies nun endgültig per Mail zu.

Dear Bet7 Casino,

Could you please state if you are able to provide the player with the requested document via email? Is there any reason why you prefer the player to check the history by himself instead of sending it manually via email to him?

Thank you.

Kind regards,

Tomas

Dear Tomás

Regarding the player's self exclusion request, the account was closed ( 28\1\2023 ) within the legal timeframe, it was reopened only for the purpose of getting access to statistics that the player requested before, but is fully limited for deposits, withdrawals and bets. 

Would you be so kind as to explain why you say that the self exclusion failed?  

Also our policy of not sharing internal financial information is pretty obvious,due to security reasons and the data protection involved, with all the entities evolved.  

The way this data is presented on our side involves a print screen of a page for every single deposit or withdrawal, on the player's account it can be seen only in one page.

We cannot access the player's personal account otherwise we could provide the screenshot the player asks

That's why we give access to the user to have his own logs \ transactions \ ect always available at any moment, to avoid manual process to the Bet7 teams, sure you understand , in a universe of thousands of players. 

Therefore, and with all the issues revised and assured, we give this claim as resolved.

Best Regards

Customer Support Team

Bet7

My account was only closed 4 days later, but that's not the point for me, it's about the fact that GDPR says that all data that the casino has from you must be sent to you by email in a legible format, but they have that Curacao casinos apparently never heard of it

Mein Konto wurde erst 4 Tage später geschlossen, aber darum geht es mir nicht, es geht darum, dass DSVGO besagt, dass einem sämtliche Daten die das Casino von einem hat, per Mail in einem gut lesbaren Format zugesandt werden müssen, aber davon haben die Curacao-Casinos anscheinend noch nie etwas gehört

Dear gamblingaddict1994,

Upon reviewing this case with my team, we believe that the casino has tried to cooperate and help you resolve the issue. Even though we think you were indeed eligible to ask for transaction history via email, however, the casino came up with a solution and let you access your account (limited to deposits/withdrawals/bets) and check the transaction history yourself.

On this occasion, we cannot seek this complaint as unresolved, and I can only recommend you contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them.

Please let me know if you decide to do so. Otherwise, the complaint will be rejected.

Thank you both for your cooperation.

Kind regards,

Tomas

Yes, I will take legal action against the provider anyway and also file a complaint with the licensor, since the data protection requests are not dealt with legally here.

You can close the complaint, it is better to settle it in court and through the licensor

ja ich werde sowieso rechtlich gegen den Anbieter vorgehen und auch eine Beschwerde beim Lizenzgeber einreichen, da hier die Datenschutzanfragen nicht legal behandelt werden.

Sie können die Beschwerde schliessen, es ist besser das vor Gericht und per Lizenzgeber zu klären

Dear gamblingaddict1994,

Could you please update us once you file a complaint to the Curacao Gaming Authority? So I can close this complaint accordingly.

Thank you.

Kind regards,

Tomas

Dear gamblingaddict1994,

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.

Dear all,

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.

Kind regards,

Tomas