BetNjet Casino - Se deniega la solicitud de cierre de cuenta del jugador.

Dear Support Team,

I hereby submit a formal complaint against Casino Betnjet.

The casino has been systematically refusing to close my player account for quite some time, even though I have repeatedly and unambiguously informed the casino that I suffer from an acute gambling addiction.

Chronology of the incident:

Multiple requests: I have already contacted the casino several times in writing via email and requested the immediate, permanent closure of my account.

Contact with the VIP manager: I also explicitly disclosed my gambling addiction in direct communication with my assigned VIP manager.

Response from the provider: Instead of complying with legal obligations for player protection and immediately blocking the account, I am being kept as a customer and the account remains active.

​Sehr geehrtes Support-Team,

​hiermit reiche ich eine formelle Beschwerde gegen das Casino Betnjet ein.

​Das Casino weigert sich seit geraumer Zeit systemisch, mein Spielerkonto zu schließen, obwohl ich das Casino mehrfach und unmissverständlich darüber informiert habe, dass ich unter einer akuten Spielsucht leide.

​Chronologie des Vorfalls:

​Mehrfache Aufforderungen: Ich habe das Casino bereits mehrfach schriftlich per E-Mail kontaktiert und um eine umgehende, dauerhafte Schließung meines Kontos gebeten.

​Kontakt mit dem VIP-Manager: Auch im direkten Austausch mit meinem zugewiesenen VIP-Manager habe ich meine Spielsucht explizit offengelegt.

​Reaktion des Anbieters: Anstatt den gesetzlichen Pflichten zum Spielerschutz nachzukommen und das Konto sofort zu sperren, werde ich weiterhin als Kunde gehalten und das Konto bleibt aktiv.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru, and include the responses from the casino as well.
• When was the last time the casino allowed you to deposit?

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

Thank you very much in advance for your reply.

Best regards,

Tomas