Sportsbet.io did not grant permanent self exclusion need advice.

[abreezyotff]

Hi,

 

Back in 7-7-2018 I emailed sportsbet.io about me wanting to be permantenly banned because I had lost over 5000 euro on their casino and that I never received good bonusses back for losing so much money. They replied and told me that I was succesfully banned. 3 weeks after this, I emailed them to be unbanned and they unblocked my account just like that. I was able to deposit for months, losing money everytime while they broke the law and their own casino license policy:
 

Once you have self-excluded, you will not be able to access your account for the time period selected. This will not be reversed for any reason. We will endeavour to comply with our self-exclusion policy but, will not be held accountable or liable if you attempt to open any new accounts or play on our site.

 

Once a self-exclusion is applied to your account, it will stay in place until the request time has finished, it will not be reversed or decreased for any reason. Permanent self-exclusions will remain closed indefinitely.

 

Now I have contacted their license company, asked askgamblers live chat for advice and other people who are familiar with this. Also saw a ton of askgamblers complaint with people with the same issue who got their money back: https://www.askgamblers.com/casino-complaints/self-exclusion-allowed-to-cancel-unfair-rtp-automatically-recall-of-pending-withdrawls-cashout-declined there are many more as well. 

 

I have also contacted sportsbet through email, they replied saying that because I was also complaining about bonusses, that because of this they thought I had no gambling issues and there for they were ''okay'' with unblocking my account after I requested to be permantely self excluded. I am not stupid and this sounds like the biggest excuse in the book to me, because at the end of the day. 1) I requested to be permantely self excluded, this should be granted no matter what my reason is. 2) In the exact same email I had stated that I lost over 5000 euro, does this not seem like gambling issues to anybody? 3) They could of had easily done a better job as a casino and ask why i want to be permantely banned and ask if I had gambling issues upon me trying to reactivate my account just to be safe for their own policy. This all they failed. 4) Their policy clearly says a self exclusion will not be reversed or decreased for ''any reason''. They cannot just make up a reason as to they thinking I want to be permantely self excluded because of bonus issues and then think its okay to unban a permantely self exclusion right? This all just seems like fraud to me. Once a self-exclusion is applied to your account, it will stay in place until the request time has finished, it will not be reversed or decreased for any reason.5) I self exluded permantely, because I never wanted to be able to be allowed to play again. This is the only thing that matters, I have lost over 25k on the website easily and they think that me complaining about a 10 euro free bonus is the reason why I wanted to be self excluded is just a completele joke, nonetheless I asked to be permantely self excluded and they shouldve sticked to this. So they broke their own casino license!

 

I replied to bitcasino still no reply, I emailed curacao license company and still no reply been second day now I believe. I cannot open a complaint on askgamblers because sportsbet.io is not listed on here, however their other website bitcasino.io is and they have exactly the same live chat etc people so Im pretty sure they are exactly the same people. Can anybody please give me advice on what to do, thank so you much for your time.

 

 

[pinnit2015]

Can't speak for a Curacao licensed joint but if UK, then yes, they'd (if similar to the UK licensing conditions) be in breach of them. Leovegas were found to have been in breach for simply not applying a 24 hour cool down period to peoples accounts. And you'd likely get your cash back. 

 

Touched upon the asking for bonus issue? Again here, some casinos were slapped on the wrists for, when people asked for a bonus, not looking at it and going 'is there a responsible gambling issue" - in other words, even in some cases whereby the person didn't say directly 'i want Self Excluded', they found that the casinos had failed in their duty to identify (Personally, i find that a very slippery slope but just stating what our regulator has come out with).

 

I can't access the site (takes me to Netbet - no chance) - does it say who their ADR is? Some ADR's don't take to do with self exclusion issues. 

 

Mr Valdes will chip in with his greater experience once he's finished wrapping his presents/playing Jamming Jars this weekend. 

[abreezyotff]

Can't speak for a Curacao licensed joint but if UK, then yes, they'd (if similar to the UK licensing conditions) be in breach of them. Leovegas were found to have been in breach for simply not applying a 24 hour cool down period to peoples accounts. And you'd likely get your cash back. 

 

Touched upon the asking for bonus issue? Again here, some casinos were slapped on the wrists for, when people asked for a bonus, not looking at it and going 'is there a responsible gambling issue" - in other words, even in some cases whereby the person didn't say directly 'i want Self Excluded', they found that the casinos had failed in their duty to identify (Personally, i find that a very slippery slope but just stating what our regulator has come out with).

 

I can't access the site (takes me to Netbet - no chance) - does it say who their ADR is? Some ADR's don't take to do with self exclusion issues. 

 

Mr Valdes will chip in with his greater experience once he's finished wrapping his presents/playing Jamming Jars this weekend. 

 

 

 

Thank you for your help. I am still waiting for a reply from them, their first response was because they thought I had no gambling issues they figured it would be okay for me to get unblocked. None the less, I said I want to be permantely self excluded and thats what should of had happend. Their terms and conditions clearly say the following: Once a self-exclusion is applied to your account, it will stay in place until the request time has finished, it will not be reversed or decreased for any reason. Permanent self-exclusions will remain closed indefinitely.

 

Plus I spoke to askgamblers livechat and they told me the casino is indeed in breach with its own license and term and conditions. However I am still waiting for a reply from curacao [email protected] 

 

Also when I ask sportsbet.io live chat if curacao contacted them, they do not wish to answer and close the chat. They never closed the chat on me before. What they're doing is a complete cover up fraud attempt in my eyes. At the end of the day, I requested to be permantely self excluded and they did not handle correctly according to their own license terms and conditions. This is their fault not mine, if they never wouldve unblocked me then I wouldve never been able to deposit and gamble more. Unless I wouldve made a new account, which I have not because then I knew I would be in violation of their casino terms. Please any more help would be appricated. I am not sure what you mean with adr or what that is please explain thanks.

[ValDes]

Hello there and welcome to AskGamblers. 

 

First and most important, you should be in aware of the fact Curacao regulatory requirements referring to Responsible Gambling policies and procedures are nowhere near the UKGC or MGA ones for example. In other words, the matter has been left to operators to handle and decide on themselves being the most common scenario. 

 

What matters in your case though is that affected operators has been accused in violating their own terms and conditions referring to SE and that might be your chance to get back some of your losses as most of the other Curacao licensed casinos wouldn't even consider adding a term like the one quoted in your post. On the other hand, you admit sending request for account to be reopened which most probably work against you for the obvious reasons. 

 

The good thing is that you have already done the best possible step and contacted their regulatory body. 

 

Keep us updated. 

[abreezyotff]

Thanks for the help. Confirmed by sportsbet, curacao still has not made contact. Here is a response email from sportsbet. https://imgur.com/a/srBZ8S0

[gabycapo19]

hello and what happend? i have this same problem.

[abreezyotff]

I am still waiting for curacao to contact sportsbet. Been over a week now.