Betalright Casino - El jugador está luchando por cerrar su cuenta.

Good day

I've been trying to close my account for weeks due to gambling addiction, but the casino isn't responding to my new emails.

The live chat doesn't offer any assurance that it's being processed.

I keep paying more and losing everything due to my gambling addiction.

Can you help me?

Guten Tag

ich versuche seit Wochen mein Konto wegen Spielsucht zu schließen, das Kasino reagiert nicht auf neu na e email

der Live Chat vertröstet nicht das es in der Bearbeitung ist,

ich zahle immer mehr und verliere alles durch meine Spielsucht

können Sie mir helfen ?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Landgraf1994xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@betalright.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.
• Can you log in to your account now?
• Additionally, could you please confirm whether there was any balance on your account at the time you requested self-exclusion?

Thank you very much in advance.

Best regards,

Petra

Dear Landgraf1994,

Thank you for your reply and for providing the previous details.

• Could you please provide the communication where you have informed the casino about the closure of your account due to gambling addiction? This may include screenshots, emails, or live chat records. You can either upload the documents directly to this thread or send them via email to petra.h@casino.guru.
• Could you let me know if you got a reply from the casino regarding your request?

Thank you again for your cooperation.

Good day

I contacted the casino again without success.

You only give me vague answers in the live chat, saying it's being processed.

ridiculous

Guten Tag

ich habe das Kasino nochmal angeschrieben ohne Erfolg

nur Live Chat vertröstest und schreibt ist in Bearbeitung

lächerlich

Good morning

The account is still not closed; I can deposit and play.

Guten Morgen

konto ist noch immer nicht geschlossen ich kann einzahlen und spielen

Dear Landgraf1994

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Thank you very much for your effort

Vielen Dank für Ihre Mühe

Hello Landgraf1994,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. Afterwards, please also forward me (martin.l@casino.guru) the emails you have sent to the casino in order to exclude your account. This way, we will be able to calculate a possible refund you might be entitled to.

I would also like to invite the Betalright Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block their account as soon as possible.

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear All,

We are sorry to hear about this situation.

Please be informed that as soon as we became aware of the player's gambling issue through this post, we took immediate action and permanently closed the account.

We have carefully investigated our communication logs and we found no record of a self-exclusion request or mention of a gambling issue sent from the player’s registered email address regarding this matter.

As per our standard procedures, such requests must be submitted via email to be formally and promptly processed by the relevant department.

Thank you for your understanding.

Best regards,

Betalright Casino Team

Hello

I tried several times to close the account via email, but the casino didn't respond; as you can see from the chat history, it was being processed.

The casino's claims were untrue.

But now you

have finally closed the account

Thank you so much for your help!

Thanks!!

Hallo

ich habe mehrmals per Email versucht das Konto zu schließen, aber das Kasino reagierte nicht, wie sie den Chat Verlauf entnehmen können war es ja in bearbeitung

das Kasino hat nicht der Wahrheit entsprochen

nun aber Sie

haben endlich das Konto geschlossen

Vielen Dank für Ihre Hilfe

danke!!

Dear casino representative,

thank you for your response and offering your point of view.

Dear Landgraf1994,

thank you for your response. Have you made any deposits since you have asked to be excluded from the casino? If so, I would firstly like to ask you to provide us with the emails you have sent to the casino. I understand you have already sent me a screenshot of this request, but I believe it would be best to forward the original email to martin.l@casino.guru.

Alternatively, in case you haven't made any deposits and you are happy with the outcome and consider the matter resolved, please let me know and I will make sure to close the complaint accordingly.

Hello

I no longer have the emails.

I unfortunately deleted them.

I'm glad my account is closed and I can't play anymore.

Thank you so much for your

Help

*******

Hallo

ich habe die E-Mails nicht mehr

habe Sie leider gelöscht

ich bin jetzt froh das mein Konto geschlossen ist und ich nicht mehr spielen kann

Vielen Lieben Dank für Ihre

Hilfe

*******

Dear Landgraf1994,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Betalright Casino for their involvement in the resolution process. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. I hope you won't have to contact our complaint resolution center again and will be able to leave the casino gambling behind. That said, in case you run into any issues, feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru