BetItAll Casino - La cuenta del jugador ha sido reabierta repetidamente.

Hello!

I've lost several thousand euros lately at the Bet It All casino. I've had myself self-excluded multiple times, and each time the account was reopened. The first time I excluded myself was at the end of September/beginning of October. Now I have a VIP manager and yesterday I asked him to close my account. My words were "I have a gambling addiction." I was advised that I need to write to customer support. Naturally, I've lost another 367 euros since then, just today. Considering what I've lost since my first self-exclusion attempt in late September/early October and the subsequent automatic reopenings, it's several thousand euros. However, I can't generate a statement from this terrible casino. Please help!

Hallo!

Habe beim bet it all casino in letzter zeit einige tausend euro verspielt. Ich hab mich schon mehrere mal gesperrt. Und das konto wurde jedes mal wieder eröffnet. Das erste mal habe ich es ende september / anfang oktober gesperrt! Nun habe ich einen vip betreuer und habe ihn gestern gebeten mein konto zu sperren. Meine Worte waren „ich habe spielsucht". Es wurde darauf verwiesen, dass ich dem kundensupport schreiben muss. Ich habe nun natürlich wieder 367 euro verloren. Das ist nur von heute. Wenn ich davon ausgehe was ich seit dem 1. sperrversuch ende sept/anfang oktober und der automatischen wiedereröffnung verloren habe sind es zig tausend euro. Ich kann jedoch keinen auszug generieren bei diesem dreckscasino. Bitte um Hilfe!

Hello Phipps,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetItAll Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When was the first time you mentioned gambling addiction to the casino?
• When was the last time you spoke to the casino and what was it about?

Please forward your self-exclusion requests which you sent to the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

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 900 complaints.

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

I have already lost more than 1000 euros since they found out that I have a gambling addiction. I sent the message to Nikolaus by email

Ich habe nun bereits mehr als 1000,- eur verspielt seit sie wissen, dass ich spielsucht habe. Die nachricht hab ich an nikolaus per mail geschickt

Another 800 euros are gone... This dirty shop...

Wieder sind 800 euro weg…. Dieser drecksladen…

Hello Phipps,

Have you reached out to the casino's email support as recommended in the chat conversation you shared?

If not, please make sure to do so as soon as possible, as the chat conversation alone does not constitute a formal self-exclusion request.

Let me know if there’s anything else I can assist you with.

Regards,

Nick

OK, so it's not enough if I write to the VIP advisor that I have a gambling addiction?

ok - I think it's great! 🤣

2k are gone again - just like that.

Ok, also reicht es nicht, wenn ich dem vip berater schreibe, dass ich spielsucht habe?

ok - find ich super! 🤣

sind halt inzwischen wieder 2k weg - einfach so.

Hello Phipps,

If there are given instructions how to exclude yourself (which you have received from the VIP) the player has to follow them.

Many of these VIP managers are outsourced people who deals with player communication and advisement but they can't access your personal account or do any changes on them - therefor can't even exclude you.

Please contact their e-mail support as soon as possible.

Regards,

Nick

OK thanks!

then the casino has acted correctly. Honest place! Give it a 10/10.

The VIP manager can give me credits but not block them. OK!

Ok, danke!

dann hat das casino ja korrekt geaebeitet. Ehrlicher schuppen! Geb ihm eine 10/10.

der vip manager kann mir gutschriften geben aber nicht sperren. Ok!

Suddenly my account was blocked.

so it would have been possible.

Well, now they have 2k more from me...

Plötzlich wurde mein konto doch gesperrt.

also möglich wäre es schon gewesen.

Naja, jetzt haben sie halt 2k mehr von mir…

Hello Phipps,

Was your account closed after you contact them through e-mail support or what caused that they have suddenly blocked you?

Please forward any new conversation you had with them to nikolas.b@casino.guru.

Regards,

Nick

had no contact with support - only with the VIP manager.

I can't log in anymore.

mail is out. Lg

hatte keinen Kontakt mit dem support - nur mit dem VIP-Manager.

ich kann mich jetzt nicht mehr einloggen.

mail ist raus. Lg

Hello Phipps,

Thank you for all the information provided so far.

As the casino VIP could close your account after all, we believe that it should have been closed earlier according to your chat history.

I will be forwarding your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Phipps,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BetItAll Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear All,

We would like to provide some clarity on this matter. According to our records, the client reached out to us via email on December 20, informing us of their request to the VIP department for self-exclusion due to gambling addiction. Immediately the client’s account was blocked.

We have also shared supporting evidence with you, Michal, via email.

Thank you for your understanding and cooperation.

Sincerely,

BetitAll Casino Team

Thank you, BetItAll Casino for the email. Do I understand correctly that the player's account was closed right away on the 20th of December?

Dear Phipps,

The evidence I was able to review clearly shows that you indeed have contacted the casino at the provided email address. Can you comment on this?

I seem to have forgotten that. But I still think it's a disgrace that a VIP manager can't request an account lock. They took money out of a gambling addict!! I think it's miserable!!

Ich habe das scheinbar vergessen. Ich finde es jedoch trotzdem eine Frechheit, dass ein VIP-Manager keine Kontosperre beantragen kann. Sie haben einem Spielsüchtigen das Geld aus der Taache gezogen!! Ich finde es miserabel!!

Dear Michal,

Yes, the client’s account was indeed blocked on the same day they reached out to us via email.

Should you require any supporting evidence, we would be pleased to provide it to you via email.

Sincerely,

BetitAll Casino Team

Dear Phipps,

I am sorry to inform you that I will not be able to help you in this case. The casino clearly states in its terms and conditions what steps should be taken if a player wishes to self-exclude themselves. The email address for this purpose is clearly mentioned there as well:

"21.1. For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of one day. Once Your Account has been self-excluded You will receive mail from security@betitall.com and you won’t be able to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. After sending a request to block your account to security@betitall.com, please make sure you get a confirmation email back. Sometimes emails might be stuck in Spam, if you haven’t received a confirmation email from security@betitall.com, please contact our Support Department. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting security@betitall.com."

You have also been instructed by the VIP manager to send an email with your self-exclusion request. As soon as you have followed this advice, your account was closed on the same day. This is considered by us to be a correct procedure.

Due to the aforementioned reasons, this complaint will now be rejected. 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.