Bethard Casino - La cuenta del jugador está cerrada, pero los fondos están confiscados.

I have previously sent them many emails saying that I want to block my account and also their sister casinos that have blocked my account. In that email I asked that all the sister casinos of the casinos be blocked. For some reason I was able to play at bethard and managed to lose almost 400 euros due to my gambling addiction. Now my account has been blocked as I requested. But they do not want to pay back my lost money because they supposedly have not received my email about the blocking of the account but the other casinos have and their sister casinos. I will post pictures of their responses on the subject and the last blocking request message I sent where bethard is shown on the mailing list and their sister casinos.

Olen aiemmin lähettänyt heille monta sähköpostia että haluan estää pelitilini ja myös heidän sisar kasinoille jotka ovat tilini estäneet. Kyseisessä sähköpostissa pyysin että kaikkien kasinoiden sisarkasinot estetään. Jostain syystä pystyin pelata bethardilla ja kerkesin häviämään melkein 400 euroa peliriippuvuuteni takia. Nyt pelitilini on laitettu estoon niin kuin pyysin. Mutta he eivät halua maksaa takaisin hävittyjä rahojani koska eivät muka ole saaneet sähköpostiani pelitilin estosta mutta muut kasinot kyllä ovat saaneet ja heidän sisar kasinot. Laitan kuvilla heidän vastauksia aiheesta ja viimeisimmän lähettämäni estopyyntö viestin missä näkyy bethard lähetyslistalla ja heidän sisarkasinoita.

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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.

Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Have you sent individual emails to the casino in addition to sending mass emails? Would you be able to share any such
• After you learned your self-exclusion wasn't granted, have you contacted the live chat of the casino for assistance?
• Could you please share with me the self-exclusion requests addressed to the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

I sent you an email regarding this with proof upon request.

Lähetin asiasta sähköpostia sinulle jossa todisteita pyynnöstä.

How is it going?

Miten asia etenee?

Thanks for your patience.

You previously wrote that you sent many emails. Please note that mass emails might be filtered as spam, and thus might not be acted upon

Have you sent emails that were directed solely at the casino, where you didn't receive any response? Could you please share them with me?

Looking forward to your reply.

I haven't sent them a private message before but I have sent many mass emails over the years and played at their sister casino where I have requested bans for each of their sister casinos. And I haven't been able to play at bedhard before because I have been banned for addiction but now I was able to open an account.

En ole lähettänyt heille yksityistä viestiä aiemmin mutta olen vuosien varrella lähettänyt monta massa sähköpostia ja pelannut heidän sisar kasinolla jolta olen pyytänyt estot jokaiselle heidän sisar kasinolle. Ja en ole aiemmin voinut pelata bedhardilla koska olen ollut estettynä riippuvuuden takia mutta nyt sain avattua tilin.

I just want my money back like I have received from a couple of other reliable mga casinos in a similar situation. It is difficult to fight this gambling addiction but casino bans help but sometimes you have to try to see if you can play and then quickly lose several hundred euros. It would help in treating the illness and getting into the Christmas spirit if the matter were dealt with and I could get my money back.

Haluan vain rahani takaisin niin kuin olen saanut parilta muulta luotettavalta mga kasinolta vastaavassa tilanteessa. Tämän peliriippuvuuden kanssa on vaikea taistella mutta kasino estot auttavat mutta välillä tulee kokeiltua pääseekö pelaamaan ja sitte häviää nopeasti monta sataa euroa. Olisi apua sairauden hoidossa ja joulumielen saamisessa jos asia käsiteltäisiin ja saisin rahani takaisin.

I understand your expectations regarding the ban or player protection weren't met; however, we require evidence to confront the casino with.

If you have a confirmation from any of the sister casinos of Bethard confirming a self-exclusion was applied to that and sister casinos, please share this evidence with me.

Looking forward to your reply.

My email is tomas@casino.guru

Email sent. I hope you would respond a little more quickly on this matter.

Sähköpostia lähetetty. Toivottavasti vastaisit vähön vauhdikkaammin tässä asiassa

Thanks for your reply and the provided evidence.

Have you received confirmation from Vinn or Fastbet casinos that your accounts were blocked due to self-exclusion?

Is there any evidence about when these self-exclusions were activated?

I apologize for the inconvenience.

I have been blocked at both casinos for a long time, unfortunately I can't find any evidence of it other than the email I sent because I have blocked them in the chat

Olen ollu kauan aikaa molemmilla kasinoilla estettynä en valitettavasti löydä todisteita siitä muutaku lähettämäni sähköposti koska olen estänyt ne chatissa

Thanks for your reply.

Could you please clarify whether you have had accounts already registered in the three online casinos already discussed on 2/12/2024 when you sent the self-exclusion email?

Please let me know.

I would argue that it was. I have played at almost every casino due to addiction and have requested that they all be blocked regarding sister casinos and potential future casinos.

Väittäisin että oli. Olen pelannu melkein jokaisella kasinolla riippuvuuden takia ja pyytänyt että ne kaikki laitettaisiin estoon koskien sisarkasinoita ja mahdollisia tulevia kasinoita.

In a similar situation, I got over 2000e back from a reliable mga casino because they let me play even though I had requested a ban due to addiction. Of course, if there are any problems with the reliability of bethhard.

Vastaavassa tilanteessa sain luotettavalta mga kasinolta yli 2000e takaisin koska he päästivät minut pelaamaan vaikka olin pyytänyt estot riippuvuuden takia. Toki jos bethardin luotettavuudessa on jotain ongelmia.

Dear Mntdw,

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, Igor (igor.p@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,

Tomas

Dear Mntdw,

I am sorry to hear about your problem with Bethard Casino.

I will now try to contact a Bethard Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Bethard Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Yes, thank you very much.

Kyllä, kiitos paljon

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.

Hello,

Here is a timeline of the case:

2025-11-30

Customer account is created on the Bethard brand. It is noted that other accounts exists but no recent activity on any of them. None of them are blocked for any reason at this point in time.

2025-12-06

Customer reaches out to customer service asking for a bonus, which is politely declined, a few hours later customer service receives the following message:

I want to block my account due to gambling addiction and all possible sister casinos that you have. I also want to request my lost money back because I have previously requested permanent bans from you and I still have bans from your other casinos due to my gambling addiction.

The message includes screenshots of an email sent 2024-12-02 to a very large number of online casinos.

Both the current Bethard account and the other accounts are blocked within minutes by the night staff.

Note as mentioned above that none of the other accounts are actually blocked until this point.

2025-12-07

Customer service informs the customer about the accounts being closed and other RG related information with the following message:

Hello ____,

Thank you for contacting us and for sharing this information with us.

We take gambling related problems very seriously and we want to make sure that you know that this is not something that you need to face alone. There are organisations offering help and therapy for anyone who seeks it.

Kindly note that we have now closed down your account permanently. Additionally, any existing accounts in your name under the Prozone Limited licence will also be closed down. You will neither be able to create a new account on any of these brands in the future.

We have sent your request forward regarding your deposit refund which will be reviewed. Once we have received an update regarding this we will get back to you with an update.

As a responsible gaming operator, we would like to ensure that you are informed about well-known organisations and software that may be of great help to you. Kindly navigate to the below links for additional information:

Gamblingtherapy.org

Gamblersanonymous.org

Another step available is to install a software that will block any access to gambling websites. Do note that this may come at a cost. If you'd like to know more, kindly navigate to the below links:

Gamblock.com

Betfilter.com

Gamban.com

Kindly note these are third party websites and software, Prozone is not responsible or reliable for any use or cost connected to them.

Kind Regards,

_________

Customer Service

2025-12-08

Customer Service informs the customer about our decision to not refund their money:

Hi ____,

Following our confirmation that your account has been permanently closed due to responsible gaming concerns, we are writing to address your claim and subsequent request for a refund regarding your original email.

We have reviewed the screenshot you provided, which shows your initial self exclusion request was sent with a large number of recipients CC'd.

Sending an email with a large number of recipients CC'd often causes the message to be flagged by mail servers and spam filters, which can prevent successful delivery.

We have checked our systems and can confirm that we did not receive this email in our system or any associated folders.

As a licensed operator, our obligation to act on a self-exclusion request commences upon receipt of a clear communication. Since the request was not delivered to us, we were not made aware of your intentions until your recent contact. We acted immediately at that time.

Due to the non receipt of the original request, we will not be issuing a refund for any activity that occurred prior to the date your account was successfully closed.

This communication confirms our final decision regarding this matter.

KInd regards,

_________

To which the customer replies with what looks like a screenshot of a text (can be supplied if needed) with a message boiling down to that they will go to Casino Guru and get their money back.

(continued in the following post due to character limitation)

To which we reply the following:

Hi ____,

I hope this email finds you well,

We have received your email regarding your refund claim, referencing other operators and the escalation of this matter. This communication serves as our final decision.

Regarding the refund decision. Our decision to deny the refund is final and non-negotiable. As confirmed in our previous email, we did not receive your initial self-exclusion request. Our regulatory obligation to act commences only upon receipt of a clear instruction. Since the mass CC method used in your previous attempt resulted in non-delivery, we are not liable for activity that occurred prior to the time we became aware of your request.

Regarding other operators (Sister Casinos). We note your claim that other casinos may have taken action. Please understand that we can only speak for the legal entity operating under our specific MGA license which is operated by Prozone Ltd. The actions or policies of other operators, do not affect the fact that we did not receive your instruction.

Regarding your escalation. We acknowledge your intent to raise a complaint with Casino Guru. You are fully entitled to pursue dispute resolution through any relevant channel.

Should you wish to pursue a formal regulatory complaint, you must do so via our designated Alternative Dispute Resolution (ADR) entity or directly with the Malta Gaming Authority (MGA).

We consider this matter closed on our part and will not be entering into further correspondence outside of the formal dispute process.

Regards,

_________

After this a few more messages and screenshots are sent to us but we do not engage further with the customer from this point on.

In summery

• The mass email(s) were never received
• No accounts held by the customer had been blocked prior to the receipt of the message referenced above for any reason including gambling issues
• All accounts were blocked at the same time moments after the receipt of said message
• Customer complaint and refund request were processed according to accepted practices
• Refund was denied according to accepted practices

Any details including time stamped records can be supplied upon request and through a secure medium.

Dear Bethard Casino,

Thank you very much for provided information and explanation.

Dear Mntdw,

I would like to ask whether all of your self-exclusion requests made prior to 6/12/2025 were sent via mass emails.

Also, please confirm whether your account was indeed blocked within one day after making the request in live chat on 6/12/2025.

Feel free to review the casino’s reply and share any relevant information.

"The customer account has been created for the Bethard brand. It has been noted that other accounts exist but have no recent activity."

As they say here, there were other accounts that I had requested to be blocked many times and they were certainly aware of my problem, but suddenly there was no problem opening the account.

"Asiakastili on luotu Bethard-brändille. On huomioitu, että muita tilejä on olemassa, mutta niillä ei ole viimeaikaista toimintaa."

Kuten he tässä kertovat muita tilejä oli olemassa joille olin monesti pyytänyt estot ja varmasti ongelmani oli heidän tiedossaan mutta silti yhtäkkiä tilin avaamisessa ei ollutkaan mitään ongelmaa.

It shouldn't matter if there is recent activity or not if it is a gambling addiction that I have requested permanent bans for.

Sillä ei pitäisi olla merkitystä onko viimeaikaista toimintaa vai ei jos kyseessä on uhkapeliriippuvuus jonka takia olen pyytänyt ikuiset estot.

Why do you claim that you have not received these emails but still you said that I have had accounts with you before that are not active. In a similar situation I got over 2000e back from coolbet because they care about their customers unlike you apparently.

Miksi väitätte että ette ole saanut kyseisiä sähköposteja mutta silti kerroitte että minulla on ollut tilejä teille aiemmin jotka eivät ole aktiivisia. Vastaavassa tilanteessa sain coolbetiltä yli 2000e takaisin koska he välittävät asiakkaistaan toisin kuin te ilmeisesti.

Dear Mntdw,

Could you answer the following questions:

Whether all of your self-exclusion requests made prior to 6/12/2025 were sent via mass emails.

Also, whether your account was indeed blocked within one day after making the request in live chat on 6/12/2025.

I can't answer because I may have requested to be blocked from the chat at one of their casinos.

I also don't know how to answer that since I didn't go to those sites to try them after that message.

En osaa vastata kun voi olla että olen jollain heidän kasinollaan pyytänyt chatista estoa.

En myöskään osaa vastat tuohon kun en enään mennyt sen viestin jälkeen kyseisille sivustoille kokeilemaan.

But like they said I had an account with them before and they knew about the problem but I still managed to open a new account

Mutta kuten he sanoivat minulla on aiemmin ollut tili heillä ja ongelma tiedossa mutta silti sain avattua uuden tilin

Dear Mntdw,

Could you please answer the following questions?

If not, please note that I will have to reject this complaint due to a lack of cooperation.

Check your email inbox to confirm whether all of your self-exclusion requests made prior to 6/12/2025 were sent via mass emails.

If you ever made a self-exclusion request that was sent only to a single email address, please share that email.

Yes, they have all been sent as mass emails, but they have gone to every sister casino of that casino and I have previously been blocked on an account that was inactive and now I was able to open a completely new account at their casino.

Kyllä kaikki ovat lähetettynä massasähköposteina mutta ne ovat menneet jokaiseen kyseisen kasinon sisar kasinoille ja olen aiemmin ollut estettynä tilillä joka ei ollut aktiivinen ja nyt sain avattua kokonaan uuden tilin heidän kasinolle.

Dear Mntdw,

You mentioned that you managed to open a new account.

Did you use the same personal information, such as your email address, name, etc.?

Yes, I have always had the same name and email address, personal identification number and bank account.

As I said earlier, in a similar situation, for example, coolbet returned much more and I was able to agree on permanent bans there.

Kyllä minulla on aina ollut sama nimi ja sähköpostiosoite käytössä ja henkilönumero ja pankkitili.

Kuten sanoin aiemmin vastaavassa tilanteessa esimerkiksi coolbet palautti paljon enemmän ja sain sovittua ikuiset estot sinne

Dear Mntdw,

But were those accounts created directly at Bethard Casino, or at other (sister) casinos?

It has also been created with bethard. As I said, I have previously been logged into almost every possible casino.

On luotu myös bethardilla. Kuten sanoin olen aiemmin ollut kirjautuneena melkein kaikille mahdollisille kasinoille.

Dear Bethard Casino,

In the latest message, the player stated that he had already created an account at your casino before, using the same personal information.

Could you please comment on this and provide us with any evidence?

Hello,

As mentioned previously we do have other accounts with the same player details, however, as we made clear those accounts were not on our Bethard brand.

We can also repeat that all these accounts were abandoned by the player, not closed or blocked for any reason, until the receipt of the direct email to Bethard customer support.

It is unclear exactly what evidence would be of help here, but specify that and a means of supplying it, and we will provide it as best we can.

I have had an account at almost every casino under your brand and have previously blocked them due to gambling addiction. As you know, I have had accounts with the same information as you and that information should not be allowed to play because the owner of that information, me, is a gambling problem.

Minulla on ollut tili melkein jokaiselle teidän brändinne kasinolle ja olen ne aiemmin estänyt uhkapeliriippuvuuden takia. Kuten tiedätte minulla on ollut tilejä teillä samoilla tiedoilla eikä niillä tiedoilla pitäisi päästää pelaamaan koska niiden tietojen omistaja eli minä olen peliongelmainen.

The whole point here is that I should not have been allowed to create a user on your site with my information or in any of your casinos. That is why I am asking that you possibly return my money that I managed to lose at your casino due to my addiction.

Koko pointti tässä on että minun ei olisi pitänyt päästä tekemään käyttäjää teidän sivullenne minun tiedoillani eikä teidän millekkään kasinolle. Sen takia vielä pyydän että mahdollisesti palauttaisitte rahani jotka kerkesin hävitä teidän kasinollenne riippuvuuteni takia.

As I have mentioned before, for example, coolbet paid me back over 2000 euros in a similar situation and I received permanent bans there at my request and as far as I know both casinos are reliable MGA licensed casinos so why does one operate in a different way and not take responsibility for the fact that there have been accounts with my information and I have often requested permanent bans.

Kuten olen aiemmin maininnut niin esimerkiksi coolbet maksoi minulle vastaavassa tilanteessa yli 2000 euroa takaisin ja sain sinne ikuiset estot pyynnöstäni ja tietääkseni molemmat kasinot ovat luotettavia mga lisenssin kasinoita niin miksi toinen toimii toisella tavalla eikä ota vastuuta siitä että minun tiedoilla on ollut tilejä ja olen useasti pyytänyt ikuisia estoja.

Dear Mntdw,

As I mentioned before, sending a self-exclusion request via mass emails is not a reliable method.

Please also note that Bethard Casino does not state that self-exclusion applies across all of its sister casinos.

Therefore, the player must request self-exclusion separately at each casino.

If I am not mistaken, the CoolBet Casino you mentioned is not affiliated with Bethard Casino, so unfortunately this information is not relevant.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor