Mr Bet Casino - La cuenta del jugador ha sido bloqueada.

A blocking period was activated on my account without my intervention. I have already sent a formal cancellation email several times. chat logs are no longer sent to me either. the support always only says patience which now lasts more than a week. there are about 50 € credit on the account. please can you help me?

TheCooN82

Bei meinem Konto wurde ohne meine veranlassung eine sperrfrist aktiviert. ich habe bereits mehrfach eine formale aufhebungs email versendet. chatprotokolle werden mir auch nicht mehr zugesand. der support sagt immer nur geduld was nun mehr als eine woche andauert. es befinden sich ca 50€ guthaben auf dem konto. bitte können sie mir behilflich sein?

TheCooN82

Dear TheCooN82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your funds with or without an active bonus?

Do I understand correctly that you have not received any clear explanation from the casino regarding this situation? Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

According to the support, my account is blocked until July 6th, 2022 (player self-protection) and I should have caused it myself, which is absolutely not true. the credit was earned from free spins and the wager was implemented. I've successfully paid out many times. I haven't received any emails or chat logs since this incident.

Mein Konto ist laut des Support bis zum 6.7.2022 gesperrt (Spielerselbstschutz) und das soll ich selbst veranlasst haben was absolut nicht der wahrheit entspricht. das Guthaben wurde aus Freespins erziehlt und der wager umgesetzt. Habe schon des öfteren erfolgreich ausgezahlt. seid diesem Vorfall erhalte ich keine Emails oder Chatprotokolle mehr.

Thank you for your reply, TheCooN82. Do I understand correctly that you are not aware of requesting this block?

I know I didn't order them.

ich weiss das ich sie nicht angeordnet habe.

Thank you very much TheCooN82 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello TheCooN82,

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

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

Dear Mr Bet Casino,

Can you please explain the situation with the player's account?

Kind regards,

Adam

I got the answer today:

Hi Andreas,

I hope You are fine!

I am writing to you regarding your request to remove the self-exclusion limit from your account. Unfortunately we are unable to process your request and remove the limit before it expires. For this reason, we ask you to wait until it is automatically removed.

We thank you for your time and patience.

If you have any further questions, we will be happy to help you around the clock and at any time of the day or night

Kind regards,

Managing Director of the game club, Hanna

I do not agree with this because I did not initiate this block at all. My questions as to why something like this could happen were not answered at all. I assure you that I have nothing to do with it and there is absolutely no reason for it.

Greetings TheCooN82

ich habe heute Antwort erhalten:

Hallo Andreas,

Ich hoffe, es geht dir gut!

Ich schreibe Ihnen bezüglich Ihres Antrags auf Entfernung des Selbstausschlusslimits von Ihrem Konto. Leider können wir Ihre Anfrage nicht bearbeiten und das Limit nicht früher entfernen, als es abläuft. Aus diesem Grund bitten wir Sie, zu warten, bis es automatisch entfernt wird.

Wir danken Ihnen für Ihre Zeit und Geduld.

Bei weiteren Fragen helfen wir Ihnen rund um die Uhr und zu jeder Tages- und Nachtzeit gerne weiter

Mit freundlichen Grüßen,

Geschäftsführerin des Spielvereins, Hanna

Damit bin ich nicht einverstanden da ich diese Sperre überhaupt nicht veranlasst habe. Auf meine Fragen wieso so etwas passieren konnte wurde garnicht erst eingegangen. Ich versichere das ich damit nichts zutun habe und es auch absolut kein Grund dafür gibt.

Gruss TheCooN82

Dear All,

With such complaints, the user demonstrates compulsive behavior and possible signs of gambling addiction, on the basis of which we believe that the premature removal of the self-exclusive will harm the user. The user must wait until the expiration date of the limit.

The user set the self exclusion limit himself 2022-05-06.

According to the user agreement "before you decide to self-exclude you should understand the consequences of self-exclusion. You cannot remove the restriction before your exclusion period passes, neither can you edit the self-exclusion period."

Coming out of this, the user was aware when he set this limit and must take into account any consequences.

Best regards,

Mr.Bet Casino team

the complaint was filed because you have let 2 weeks pass without doing anything. Your statement is not true and in this country it is defamation and constitutes a criminal offence. I did not initiate this! for what reason? that I could probably pay out the amount from free spins? just pay my money out please and it's done. lying so boldly is bad for a business relationship. I don't want to play from your site anymore after this promotion.

Greetings TheCooN82

die beschwerde wurde eingereicht weil sie tatenlos ohne jegliche äusserung 2 wochen haben vergehen lassen. ihr aussage stimmt nicht und hierzulande ist das verleumdung und stellt eine straftat dar. ich habe dies nicht veranlasst! aus welchen grund denn? das ich den betrag aus freispielen wohl etwa auszahlen könnte? zahlen sie einfach bitte mein geld aus und es ist erledigt. so frech noch zu lügen ist übel für ein geschäftsverhältnis. Ich möchte garnicht mehr nach dieser aktion von ihrer seite aus spielen.

Gruss TheCooN82

Dear Mr Bet Casino,

Thank you for your response. I have received supporting evidence from you via email and it will now be reviewed. I will update here accordingly in due course.

Dear TheCooN82,

The casino has provided evidence that suggests that the exclusion has indeed been applied to the account by the account user, on 5/6/2022.

Please understand that we can only go by the evidence that is presented. Therefore, we will not be able to help further with this case and the complaint will be rejected. It can be reopened at any time.

This complaint has been reopened at the request of the player.

Dear Mr Bet Casino,

The player insists that the exclusion was not placed by them and wishes for it to be removed. Is there any way that this can be achieved? You mentioned previously:

"the user demonstrates compulsive behavior and possible signs of gambling addiction, on the basis of which we believe that the premature removal of the self-exclusive will harm the user."

Could you please explain this further?

Kind regards,

Adam

If the casino insists and doesn't admit their mistake then I can't seem to do anything about it. But don't let me be labeled or portrayed as a liar. I don't want to play at all. It's all about my credit which I insist on.

Thanks

Wenn das Casino darauf besteht und ihren Fehler nicht einräumt dann kann ich scheinbar nichts weiter dagegen machen. Lasse mich aber nicht als ein Lügner abstempeln oder darstellen. Ich will doch auch überhaupt nicht spielen. Es geht mir lediglich um mein Guthaben worauf ich bestehe.

Danke

Dear Adam,

Please check the evidences that we've sent to you in regards to prove that the user set self-exclusion limit himself. There was no error from our side.

The rules clearly state that the self-exclusion limit cannot be canceled in advance and this must be taken into account when setting the limit.

If the client set a limit, then he felt the need for this action and responsibly approached this issue.

For our part, we do not set limits on the account.

All that the client needs to do now is to wait until the expiration date of the limit, and he can continue playing on the site.

Best regards,

Mr.Bet Casino team

Thank you for your response, Mr.Bet Casino.

Dear TheCooN82,

As mentioned in the terms and conditions of the casino,

"You cannot remove the restriction before your exclusion period passes, neither can you edit the self-exclusion period. Make sure to request the cashout before setting the self-exclusion, otherwise there will be no way to request for withdrawal."

For self-exclusion to be effective in protecting players, it is important that once a block is placed it is strictly adhered to.

While I understand that you state you didn't apply the limit, I would like to reiterate that we can only make a decision based on the information that has been presented, and the evidence provided by the casino suggests that the limit was applied to the account by the account user.

As such, there is nothing further that we can do to help with this case and the complaint will be rejected.

Should you still wish to take the matter further, I suggest that you contact the Curacao License Authority (https://www.curacao-egaming.com/public-and-players/complaints-landing) and submit a complaint to them. Please let me know how they respond should you do so (adam.m@casino.guru).

I am sorry I could not be of more help.

Kind regards,

Adam