Casino Betbolt granted me a refund after getting me to make a second account after my first one was self-excluded due to gambling addiction, but haven't heard about it in two weeks

[FlailingDuck]

Hello,

 

I'm a gambling addict.

 

I opened an account with Betbolt, a crypto casino, in May this year. I deposited some money, lost it, realized what I had done and sent them an email on May 30th and chat message asking to be self-excluded due to a gambling addiction. This took until JUNE 19TH. Three weeks in which I was able to deposit, lose my money. But the account was self-excluded in the end.

On July 23rd (or 22nd, timezones) I got the itch to play again. I contacted BetBolt via live chat and asked if I could have my account re-opened. I was told no, because it had been self-excluded. However, I was told I could just make a new account and I'd be good to go. So I did. And lost. A lot. In about a week, I lost $3684. After calling myself a massive dumbass and other fitting names, I contacted BetBolt via e-mail telling them I believed I was owed a refund due to a responsible gambling error.

 

I received an email the same night, telling me "Hey, we are very sorry about this and we would like to make it up to you, although we cannot be held accountable for your actions and its an unfortunate thing that you lost this sum of money we will revert you this payment as soon as possible"

 

I've been in touch with Betbolt since, their support team on the website initially said they'd contact me when they knew more, but I'm now ignored. I asked around on their Discord and was told by a team member that he would ask the team, that was on the 5th of August, but I still haven't heard back.

 

Their TOS states the following: '3.2 You are allowed to have only one BetBolt account. If you attempt to create multiple accounts, all such accounts may be blocked, suspended, or terminated.'

 

I was urged to make a new account, despite this rule. I downloaded the transcript  of that conversation, I have it was a text file on my computer and sent it to Betbolt support, which is probably why I was told I'd be refunded.

Their TOS also states the following: '6.5 BetBolt also offers self-exclusion tools. This allows you to suspend access to your account should you feel you are at risk of developing a gambling problem. Please contact support via live chat, and they will discuss with you the best course of action (time period, advice etc). Our support staff have received Safe Gambling training and are able to detect early signs of addiction, if they detect such behavior, they may reach out proactively to discuss with you.'

 

This training didn't show in the conversation in which I was told I'd be good to go if I created a new account with them.

 

The following links are proof of the fact they promised to revert the payments, plus some other links like total deposits and my original self exclusion email:

 

https://imgur.com/a/pm-chat-logs-RFWDRxm

https://imgur.com/a/betbolt-refund-email-YNUZOxB

https://imgur.com/a/original-self-exclusion-email-3qOVOAb

https://imgur.com/a/deposits-xWYylli

 

The support agent knew he was talking to someone who was self-excluded due to addiction as I told him my original account's email. He promised to make it up to me, but I have yet to receive the refund.

 

Please let me know if I can make a complaint out of this.

 

Thank you.