Dexterbet Casino - Jugador denuncia prácticas de juego irresponsables.

Hello. Dexterbet keeps reopening my account and allows me to play even though I have reported my gambling addiction multiple times.

I lost a dispute against this casino due to lack of evidence. In that complaint (June 2023), I already discussed my gambling problems and also sent an email on June 18, highlighting my addiction.

A few days ago, my account was reopened without any questions asked and in the past two weeks, I have lost more than 800 euros.

The daily limits that are supposedly allowed to be set are not respected. In principle, they take a week to come into effect if you increase them, but if you request the increase through the chat, they are raised without any waiting period.

Thank you for your attention

Hola. Dexterbet reabre mi cuenta una y otra vez y me permite jugar aunque ya he comunicado mi adicción al juego en varias ocasiones.

He perdido una disputa contra este casino por falta de pruebas. En esa queja ( junio 2023) ya explico mis problemas con el juego, envié, además, un correo el 18 de junio comunicando mi adicción al juego.

Hace unos días se reabrió mi cuenta sin realizar ningún tipo de pregunta y en estas dos semanas he perdido más de 800 euros.

Los límites diarios que permite establecer tampoco se respetan. En principio tardan una semana en entrar en vigor si los aumentas pero si se lo pides por el chat se aumentan sin tener que esperar ningún periodo.

gracias por la atención

Dear juliobit8,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dexterbet Casino.

I went over your previous case again and I hope we'll be able to help.

Allow me to ask you a few questions first before we contact the casino.

Could you please explain in more detail how your casino account was reopened? Have you simply tried to log in using your username and password, or have you asked the casino to reopen your account?

If there is any correspondence with the casino after your account was supposedly permanently closed, please forward it to my email at tomas@casino.guru

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas.

In a moment of weakness I asked the chat to reopen my account. Since I thought it was a casino committed to responsible gaming, I thought I would play 100 euros and then close it again. Seconds later, my account was open (they didn't ask me any questions).

Although I wanted to exclude my account several times during these weeks, if I requested it, the casino would reopen it.

I want to remember that the casino has been aware of my condition as a gambling addict since June (I have an email that proves it and a previous complaint with the same casino)

Hola Tomas.

En un momento de debilidad solicité al chat la reapertura de mi cuenta. Como pensé que era un casino comprometido con el juego responsable pensé en jugar 100 euros y luego cerrarla de nuevo. Segundos después, mi cuenta estaba abierta ( no me hicieron ninguna pregunta).

Aunque quise excluír mi cuenta varias veces durante estas semanas, si lo solicitaba, el casino volvía a abrirla.

Quiero recordar que el casino es conocedor de mi condición de adicto al juego desde junio ( tengo correo que lo demuestra y anterior queja con el mismo casino)

Dear player, we are sorry for this unwanted situation.

I can see that you created a profile in Dexterbet.com on 12-02-2022 and as far as I can see in our system you have never sent an email clearly stating that you are addicted to gambling.

It is true that you sent an email on June 18, but you yourself froze your account and since your days expired your account was activated again.

The next email you sent to us was on December 23,

''hello. 

I am addicted to gambling and I have just closed my account permanently (that is what you indicate on the website). I don't want it to reopen even if I request it (as happened a few days ago). In case this happens I will open a dispute at casino guru'' when you already deactivated your account yourself and your account now is deactivated. 

I cant see the email where you saying ''(as happened a few days ago). '' please show me your email, i can't find any other email from you. 

Best Regards,

As you indicated in the previous message, in the email I sent on June 18 I clearly stated that I am addicted to the game.

A few days ago I reiterated my desire to close my account permanently and you reopened it (despite requesting indefinite closure on my account)

You are aware that I am addicted to gambling and that I want to close my account from June 18 and you take advantage of that situation.

You should reflect and be more committed to responsible gaming

Como bien indicáis en el mensaje anterior, en el correo que envié el 18 de junio expongo claramente que soy adicto al juego.

Hace unos días reiteré mi deseo de cerrar mi cuenta de manera permanente y la volvisteis a abrir ( pese a solicitar en mi cuenta el cierre indefinido)

Sois conocedores de que soy adicto al juego y que quiero cerrar mi cuenta desde el 18 de junio y os aprovecháis de esa situación.

deberiais reflexionar y ser más comprometidos con el juego responsable

Dear Player,

From your screenshots, i can't see that you have sent an email to us about closing your account due to Gambling addiction. I also invite you to show me the email where you asking our team to close your account permanently.

Closing your Account

You are entitled to close your account at any time by sending an email to or doing so in My Profile. We will endeavour to respond within a reasonable time. You are responsible for all activity on your account until such closure has been acknowledged and affected by us.

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."

Best Regards,

Dexterbet

I send you not one, but two emails (June and December) in which I comment on my addiction to the game (more than enough reason to close the account for life of any player who communicates this)

Os envío no uno, sino dos correos ( junio y diciembre) en los que comento mi adicción al juego ( motivo más que suficiente para cerrar de por vida la cuenta de cualquier jugador que comunique esto)

You have no excuse. It is truly shameful that you want to make a profit at the expense of abusing problem gamblers. It says a lot about you

No tenéis excusa. Es verdaderamente vergonzoso que queráis obtener beneficio a costa de abusar de jugadores con problemas. Dice mucho de vosotros

Hello Casino.Guru,

Please take a look at our conversation, if you need something else please let me know.

Best Regards

Dexterbet

Thank you very much, juliobit8, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear juliobit8,

Thank you very much for sharing your negative experience. 

Dear Dexterbet Casino team,

thank you for your cooperation in this case. Based on the previous complaint and the email from June 18, 2023, it is evident that you were aware of the player's gambling issue. Could you please clarify why the account was not permanently closed?

We believe that when a player informs the casino about having a gambling addiction, it should be taken very seriously. As you can see, the previous complaint was rejected because there was no evidence of you having this information. In this case, you have the information, have you taken any further action? Since the player requested a refund for a failed self-exclusion and explicitly mentioned "I am addicted to gambling," I cannot see why the account was kept open.

Dear juliobit8,

I am in direct contact with the casino team. Could you please make a video recording of yourself logging into your email, going to the sent folder, and showing me the email below?

You can forward it to my email address, jozef.k@casino.guru.

Dear Dexteber casino team,

Based on the information presented in the previous complaint, we believe the player is entitled to receive a refund. It is evident that you were fully aware of the player's gambling problem, and you also confirmed that you deactivated the player's account without a chance to reopen it. Despite this, the player still managed to lose. Could you please reevaluate your position, or is it final?

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.

Since we haven’t received a further response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear juliobit8,

I'm sorry, but as the casino team has not been responsive, we believe their decision is final, so we are forced to close the case. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will negatively affect their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru