Betonic Casino - La solicitud de cierre de cuenta del jugador ha sido ignorada.

Hello, I requested to close my account. I have written 3 emails and contacted my personal VIP manager about closing the account, but unfortunately, there has been no response. I need assistance urgently.

Guten Tag, ich habe gebietet um das Konto zu schließen, ich habe 3 Emails geschrieben, und mit meine persönliche vip Betreuung geschrieben, das ich das Konto schließen kann, es ist leider kein Reaktion gewesen. Ich bitte um Hilfe.

Dear agnestacke33, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

The account is still not blocked

Das Konto ist immer noch nicht gesperrt

Thank you for your emails.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, 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 to have 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 due to xxx

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 materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

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."

I advise you to specify that you wish to self-exclude due to gambling problems. Please send this email to the casino (customercare@betonic.com) and add my email (veronika.l@casino.guru) as a closed copy. Thank you.

I wrote an email, just as you advised. I don't think that will work either. They just ignore all emails, whatever you write.

Ich habe Email geschrieben, genau so wie Sie mir geraten haben. Ich glaube, das wird auch nicht klappen. Die ignorieren einfach alle Emails, was man schreibt.

Could you please forward me the email you sent to the casino? (veronika.l@casino.guru)

Dear agnestacke33,

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.