BETANDYOU Casino - Se retrasó el cierre de la cuenta del jugador.

I have an account with this casino and I requested on May 6th to close the account because I knew I had gambling problems, the casino ignored my request despite this and the only message it gave me was an operator will respond as soon as possible, the account was closed only today 05/27/2025 after a good 21 days from my request, the message was saved because I did not even have to repeat the request to the operator, I request a refund of the amounts deposited in these 21 days as I consider it an unacceptable period to close an account of a gambling addict. I attach the chat screens. The operator himself apologized for making me wait so long to close my account, I repeat I find it unacceptable

Ho un conto con questo casinò e ho richiesto giorno 6 maggio la chiusura del conto in quanto sapevo di avere problemi di ludopatia , il casinò nonostante questo ha ignorato la mia richiesta e l'unico messaggio che mi dava era un operatore risponderà al più presto , il conto è stato chiuso solo oggi giorno 27/05/2025 dopo ben 21 giorni dalla mia richiesta , il messaggio era rimasto salvato in quanto non ho dovuto nemmeno ripetere la richiesta all'operatore , richiedo il rimborso delle cifre depositate in questi 21 giorni in quanto lo ritengo un periodo inaccettabile per chiudere un account di una persona ludopatica. Vi allego gli screen delle chat . Lo stesso operatore si è scusato per avermi fatto aspettare così tanto per chiudere il mio account , ripeto lo trovo inaccettabile

Dear Antonioschiera099,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BETANDYOU Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Have you informed the casino support about your gambling problems in your self-exclusion request?  
• Which channels did you use to contact the casino to submit your request? Did you contact them via email at support@betandyou.com as specified in their responsible gambling policy or via live chat?
• Did you receive any response to your requests?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru. 
• Could you please specify the dates when the losses occurred?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Yes I informed them of my gambling problems.

I contacted them via live chat.

I only received a response 21 days later which seems like a long time for a live chat that told me we will respond shortly as soon as an operator is available.

I forwarded the closure requests in the last message.

the losses have been happening day by day constantly

Sì li ho informati dei miei problemi di gioco .

li ho contattati in chat live .

ho ricevuto risposta solo 21 giorni dopo che mi sembra un periodo di tempo esagerato per una chat live che mi diceva risponderemo a breve non appena un operatore sarà disponibile.

Le richieste di chiusura le ho inoltrate nello scorso messaggio.

le perdite sono avvenute giorno per giorno costantemente

Dear Antonioschiera099,

We would like to inform you that your first request was not registered by our support team, as it was not technically confirmed via the bot. As a result, we did not receive your request, and the self-exclusion was not processed.

However, your second request was submitted correctly and, in accordance with our Responsible Gaming Policy, your account has been successfully blocked.

If you have any further questions or need assistance, please don't hesitate to contact us.

Best regards,

BetAndYou Team

I would like to inform you that the information you are declaring is false as it is evident from the screens that the second time I wrote I did not mention gambling problems and it was simply your operator who read the messages indicated above that you say were not recorded and closed my account. The second time I wrote I requested to speak to a manager, nothing more but your operator closed the account because he saw the messages of May 6, he also apologized for the long delay.

also in the chat the message "an operator will answer you as soon as possible" appeared so I really think it's your problem and not mine

Vi vorrei informare che le informazioni che state dichiarando sono false in quanto si nota dagli screen che la seconda volta che ho scritto non ho menzionato problemi di ludopatia ed è stato semplicemente il vostro operatore a leggere i messaggi sopra indicati che voi dite che non sono stati registrati e a chiudere il mio account. La seconda volta che ho scritto ho richiesto di parlare con un manager , niente di più ma il vostro operatore ha chiuso il conto perché ha visto i messaggi del giorno 6 maggio , inoltre si è anche scusato per il prolungato ritardo.

inoltre nella chat appariva la scritta " un operatore ti risponderà il prima possibile " quindi credo proprio sia un problema vostro e non mio

Thank you for joining this complaint discussion, BETANDYOU Casino, and confirming that the player's account was ultimately closed.

Dear Antonioschiera099, according to the terms and conditions, players should apply for self-exclusion via email:

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at our email support@betandyou.com and inform us about your decision to stop gambling at our Website for a certain period or forever.

Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

1. Send your request to the correct email address provided in the general terms and conditions of the casino.
2. If your email or message goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
3. Clearly state the reasons why you wish to have your account self-excluded: gambling addiction. 

I'm very sorry, but since you haven't requested a self-exclusion as instructed in the casino's terms, we cannot consider your request to be fully valid. It appears that you sent your request to the live chat on 6th May, and no operators were available, and only a chatbot message popped up in the chat window. It seems that the dialogue was then closed, therefore, your account closure request remained unseen by a real operator. When you connected to the chat again on 27th May, an agent responded to you and noticed the old unseen message. Your account was closed immediately when the message was read by the operator.

As your account has already been closed upon your request, we cannot consider your case to be a failed self-exclusion. Please note that we are able to assist with the refund of lost deposits only in cases where the player explicitly states they are struggling with gambling addiction and the casino fails to take the necessary protective measures. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the 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 of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

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

The reason that preceded my decision is xxx (gambling addiction)

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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.