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Casino Robet247 and Casino 1bet (also part of the provider) and Casino 18bet ignored my request to block my account due to gambling addiction and therefore I could continue to lose money.

I can prove that I have been sending emails to all 3 providers for days.

All payments went through Neteller to "Shark 77 Limited". However, another operator is the operator at Robet247 and 1bet. At 18bet I was banned the same day. But I was still able to transfer funds to Robet247 and 1bet via Neteller (to Shark77 Limited).

I ask for your assistance in solving the case. The casino writes:

"We do our best to detect and prevent customers from opening subsequent accounts during the self-exclusion period. For this reason, we ask that you contact us if there are any changes regarding your personal information."

You should have just read my emails and responded.

What can I do?

Das Casino Robet247 und das Casino 1bet (gehört auch zum Anbieter) und das Casino 18bet haben meine Anfrage zur Sperrung meines Kontos wegen spielsucht ignoriert und deswegen konnte ich weiter geld verlieren.

Ich kann nachweisen, dass ich seit Tagen E-Mails an alle 3 Anbieter übermittelt habe.

Alle Zahlungen gingen über Neteller an "Shark 77 Limited". Als Betreiber steht aber bei Robet247 und 1bet ein anderer Betreiber. Bei 18bet wurde ich am gleichen Tag gesperrt. Aber trotzdem konnte ich bei Robet247 und 1bet weiter über Neteller (an Shark77 Limited) Gelder überweisen.

Ich bitte um Ihre Unterstützung bei der Lösung des Falles. Das Casino schreibt:

"We do our best to detect and prevent customers from opening subsequent accounts during the self-exclusion period. For this reason, we ask that you contact us if there are any changes regarding your personal information."

Dabei hätten Sie einfach nur meine E-Mails lesen sollen und reagieren müssen.

Was kann ich tun?

Dear Grillz520,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gaming section on the website, and this is what I found https://robet247.com/fi/responsible:

„Self-Exclusion

If you believe you have a gambling problem or just wish to take an enforced break from gaming, Robet247 gives you the power to permanently exclude yourself from playing. If you choose to exclude yourself permanently, you will be banned from betting on our site. All you need to do is contact our Customer Care team."

Is this support@robet247.com the email address you have sent your emails to?

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

Best regards,

Petronela

I am always amazed at how quickly you react. Great!!!!!!!!!! Whether I get a refund or not, you're doing valuable work. Thank you very much first.

I will be happy to send you a copy of the email to petronela.k@casino.guru. Please keep my case confidential. Many many thanks!

Ich bin immer wieder erstaunt, wie schnelle Sie reagieren. Großartig!!!!!!!!!! Egal ob ich eine Rückerstattung erhalte oder nicht- Sie tun einfach wertvolle Arbeit. Ganz herzlichen Dank zunächst.

Ich sende ihnen eine Kopie die E-Mail gerne an petronela.k@casino.guru. Bitte behandeln Sie meinen Fall vertraulich. Vielen herzlichen Dank!

Thank you very much, Grillz520, for your kind words and for forwarding the relevant email.

I understand that you have sent an email to several casinos which, you believe, belong to Shark 77 Limited. I have checked the MGA License for the abovementioned company and this is what I found https://www.authorisation.mga.org.mt/verification.aspx?lang=EN&company=7f68201f-7199-4768-8245-da024094c329&details=1.

According to our information, Robet247 Casino has a different owner.

https://robet247.com/online-casino

Could you please advise if you have communicated your request for a self-exclusion to Robet247 Casino specifically? Thank you very much in advance for your reply.

Hello Petronela,

Thank you for the feedback.

Yes, I also sent my request specifically to robet247. The chronicle looks like this:

• on May 22nd I sent an e-mail with a goodwill request and asked whether my loss of 250 EUR due to my gambling problem can be reimbursed as a goodwill gesture. This email was sent to payments@1bet.com. At the time I was only registered with 1bet. 1bet is also operated by Bellona NV. But all deposits were made through Neteller. Neteller says "Shark77 Ltd" as the payee. I don't understand why Shark77 Ltd. the recipient of the funds is if the casino is operated by Bellona NV.

• After this email I have not received any feedback. Then I also registered on robot247. I sent my email to robot on May 26th, 2021. I have already sent you this email. To be on the safe side, I wrote to everyone: robet, 1bet and shark77 Ltd. I wanted EVERYONE to receive and respond to my email. Shark77 Ltd. (18betcom) responded immediately and closed my account. Bellona NV did not respond immediately.

• In the meantime, Bellona has refunded 2 deposits. However, there are still some deposits missing that should actually be refunded because they were made after my email.

I hope this information is helpful.

Hallo Petronela,

vielen Dank für die Rückmeldung.

Ja, ich habe meine Anfrage auch speziell an robet247 geschickt. Die Chronik sieht wie folgt aus:

• am 22.05. habe ich eine E-Mail mit einer Kulanzanfrage geschickt und gefragt, ob meine Verluste in Höhe von 250 EUR aus Kulanz wegen meinem Spielproblem zurückerstattet werden können. Diese E-Mail ging an payments@1bet.com. Zu diesem Zeitpunkt war ich nur bei 1bet registiert. 1bet wird auch von Bellona N.V. betrieben. Aber alle Einzahlungen wurden per Neteller getätigt. Bei Neteller steht als Zahlungsempfänger "Shark77 Ltd". Ich verstehe nicht, wieso Shark77 Ltd. der Empfänger der Gelder ist, wenn das Casino von Bellona N.V. betrieben wird.

• Nach dieser E-Mail habe ich keine Rückmeldung erhalten. Dann habe ich mich zusätzlich auch auf robot247 registiert. Meine E-Mail an robot habe ich am 26.05.2021 geschickt. Diese E-Mail habe ich Ihnen schon zugesendet. Zur Sicherheit habe ich alle angeschrieben: robet, 1bet und shark77 Ltd. Ich wollte, dass ALLE meine E-Mail erhalten und reagieren. Shark77 Ltd. (18betcom) hat sofort reagiert und mein Konto geschlossen. Bellona N.V. hat aber nicht sofort reagiert.

• Mittlerweile hat mir Bellona 2 Einzahlungen zurückerstattet. Es fehlen aber noch einige Einzahlungen, die eigentlich auch zurückerstattet werden müssten, weil sie nach meiner E-Mail erfolgten.

Ich hoffe, diese Informationen sind hilfreich.

Thank you very much, Grillz520, for your reply. Could you please advise when you deposited funds into Robet247 Casino?

Could you please send me a screenshot?

Surprisingly, the casino has me the relevant payments now zurückersattet 🙂 Thank you - the case can be closed. Thank you for your cooperation!

Überraschenderweise hat das casino mir die relevanten Zahlungen jetzt zurückersattet 🙂 Vielen Dank - der Fall kann geschlossen werden. Danke für Ihre Mithilfe!

As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Grillz520, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru