Betsomnia Casino - Акаунтът на играча беше повторно отворен, което доведе до допълнителни загуби.

Hi casino guru,

I lost at betsomnia over 5000 Euro and closed the account permanently via request. But the vip Manager kept contacting me via email and I opened the account again and lost again 5000 Euro I want to close the account permanently please and don't want betsomnia or any vip Manager to contact me again. And if possible I want all my deposits back from the second openening of the account because they convinced me to open again by sending me emails offering me to play even account was closed I want the last deposits of round 5500 Euro and closed the account permanently and don't want them to contact me again.

Hello benzj044,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello Nick,

The reason my account was closed the first time is because I lost too much and asked to close my account permanently. Here is the email I sent at the time:

I asked for my account to be permanently closed, i.e. self-excluded, and specifically asked that the casino not persuade me to play or try to get me to stay.After reopening my account, I deposited and lost a total of 5425 euros. I would like to get these deposits back if possible, since I had permanently closed the account and the VIP manager lured me with offers to reopen the account. This shows that I had already previously specifically asked not to continue playing and to close my account.

Furthermore, yesterday I again specifically asked the VIP department via email to close my account permanently and not to contact me again, but received no response, even though I wrote twice. It is unclear why I did not receive a response. The account is still open, as if they want to entice me to continue depositing and losing.

Best regards

Hallo Nick,

Der Grund für die Schließung meines Kontos beim ersten Mal ist, weil ich zu viel verloren habe und deswegen darum gebeten habe, mein Konto dauerhaft zu schließen. Hier ist die Email, die ich damals geschickt habe:

Ich habe darum gebeten, mein Konto dauerhaft zu schließen, also um einen Selbstausschluss, und ausdrücklich darum gebeten, dass das Casino mich nicht zum Spielen überreden soll oder versucht, mich zum Verbleiben zu bewegen.Nach der Wiedereröffnung meines Kontos habe ich insgesamt 5425 Euro eingezahlt und verloren. Ich möchte, wenn möglich, diese Einzahlungen zurückbekommen, da ich das Konto dauerhaft geschlossen hatte, und der VIP-Manager mich durch Angebote gelockt hat, das Konto wieder zu eröffnen. Das zeigt, dass ich bereits zuvor ausdrücklich darum gebeten habe, nicht weiter zu spielen und mein Konto zu schließen.

Des Weiteren habe ich gestern die VIP-Abteilung via E-Mail erneut ausdrücklich darum gebeten, mein Konto dauerhaft zu schließen und mich nicht mehr erneut zu kontaktieren, erhielt aber keine Antwort, obwohl ich noch zweimal geschrieben habe. Warum mir keine Antwort gegeben wurde, ist unklar. Das Konto ist immer noch offen, als ob man mich weiterhin zum Einzahlen und Verlieren verleiten möchte. 

Freundliche Grüße

Hello benzj044,

Unfortunately your request can't be considered as a self-exclusion, you neither mentioned it or gambling addiction or gambling problems (which is the subject of self-exclusion)

Your request is a simple account block in which case you can reopen it anytime by requesting it.

Please try to request for a proper self-exclusion and mention gambling addiction.

Let us know the outcome.

The account has been closed.

I want to self-exclude but the casino keeps saying I can reopen at any time. I don't want that. I want to permanently self-exclude because I have gambling addiction problems. So I'll say it again, I want to self-exclude because I have gambling addiction problems and the casino is and has exploited them. Thanks for nothing. I'll say it again now, I want to self-exclude because I have gambling problems. Betsomnia should close my account permanently. They should never contact me again.

Das Konto wurde geschlossen.

Ich möchte einen Selbstausschluss aber das Casino schreibt immer ich kann jederzeit wieder eröffnen. Das will ich nicht. Ich möchte einen dauerhaften Selbstausschluss weil ich spielsucht Probleme habe. So ich sage es nochmal ich möchte einen Selbstausschluss weil ich spielsucht Probleme habe und das Casino diese ausnutzt und ausgenutzt hat. Danke für nix . Ich sage es jetzt noch einmal Ich möchte einen Selbstausschluss weil ich Glücksspiel Probleme habe. Betsomnia soll mein konto dauerhaft schließen. Die sollen mich nie wieder kontaktieren.

Hello benzj044,

You have to send such e-mail to the casino not to us. Please e-mail them as soon as possible and forward the outcome to nikolas.b@casino.guru.

Dear benzj044,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I am sending you the answer from betsomnia that the account is permanently closed and can no longer be opened.

Ich sende euch die Antwort von betsomnia dass das Konto dauerhaft geschlossen ist und nicht mehr geöffnet werden kann.

Hello benzj044,

Did the casino ever reopen your account since 5th of April? Would it be possible to forward your deposit history since 5th of April to nikolas.b@casino.guru?

Dear benzj044,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello ,

The account has not been opened since April 5th. I did not ask for it. So far I have not received any annoying emails from the VIP department. But I still find it questionable and unfair that the casino repeatedly contacted me before April 5th and persuaded me to reopen my closed account and that I lost such a large sum. It is sad that you want precise wording before something is done and it was not enough that the account was closed. That will not happen to me again and I will avoid playing in casinos like this that try to get the players to give them their money by any means possible and that even though the account was closed the casino repeatedly contacted me until I lost. At this point, thank you for nothing.

Hallo ,

Das Konto wurde seit dem 5. April nicht mehr eröffnet. Ich habe auch nicht drum gebeten. Bis jetzt habe ich keine lästigen Emails von der vip department. Aber dennoch finde ich es fragwürdig und unfair dass das casino mich vor dem 5 April immer wieder kontaktiert hat und überredet hat mein geschlossenes Konto wieder zu eröffnen und ich so eine hohe Summe verloren habe. Es ist traurig dass ihr genaue Formulierungen haben wollt bis was gemacht wird und es nicht gereicht hat dass das Konto geschlossen war. Das wird mir nicht nochmal passieren und ich werde es meiden in solchen casinos zu spielen die die Spieler mit allen Mitteln versuchen um ihr geld zu bringen und das obwohl das konto geschlossen war mich das casino immer wieder kontaktiert hat bis ich verloren habe. An dieser Stelle danke für nichts.

Dear benzj044,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru