The player from Austria had requested the immediate and permanent closure of her casino account due to gambling addiction on 01/18/2025, but she had not received a response despite multiple follow-ups. Since her request, the player had made additional payments totaling 677 euros, feeling exploited by the casino. The Complaints Team had attempted to engage with the casino on her behalf but received no response, leading to the complaint being marked as 'unresolved.' The player was advised to contact the Anjouan Gaming Licensing Authority for further assistance. Eventually, the casino reopened the complaint, and supposedly, an agreement regarding a refund was reached, and the process was completed. However, the player did not confirm this info, which resulted in rejection of the complaint
BetAlice Casino - Player's account closure request is ignored.
Amount: €677
BetAlice Casino
Safety Index:Below averagePlayer stopped responding
REJECTED
Case summary
I am unfortunately suffering from a gambling addiction and for my own protection, I requested the immediate and permanent closure of my account on 01/18/2025. Unfortunately, the casino has not responded to this request so far - even after multiple prompts and further emails. Since then, due to my compulsive gambling addiction, I have made additional payments amounting to 677 euros.
The casino is ruthlessly exploiting my condition, and I am asking for help.
Thank you.
Dear charlie631122,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].
Thank you very much in advance.
Best regards,
Veronika
Thank you for your quick reply and I am attaching my sent emails.
Thank you for your response. Please forward me the entire email thread, not just the screenshots showing parts of the emails. My email address is [email protected]. Thank you for your cooperation.
Thank you for your reply and I have forwarded the emails I sent to the casino. To date, I have not received a reply and the player account is still not blocked.
Thanks
Thank you very much, charlie631122, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello charlie631122,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear BetAlice Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
I thank you for your support and hope for a solution. In the meantime, I have sent further emails to the casino and also contacted the live chat and repeatedly pointed out my pathological gambling addiction. Unfortunately, to no avail. The casino has not responded in any way to date and my account is still active.
Thanks
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Thank you, but since the casino - and other casinos that belong to this group - have not responded to my emails in any way so far, I assume that there will be no response in another 7 days. In this context, I would also like to point out that many casinos in this group have reopened my already closed player accounts - without my knowledge - and are now literally "bombarding" me with free spins and other bonuses by email. This is an enormous burden for me and is unscrupulous and inhumane.
(Myempire, Beteum, Zeuswin, Kinbet, Wildsino, Wonaco, Genieplay, Jackpotfranzy, Wingaga, Spinfest, Grandclub, PlayIo etc.) I request that ALL casinos in this group receive a corresponding negative rating.
Thank you for your support
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at http://www.kpvfaw.com/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected]. I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Michal V
We’ve reopened this complaint at the request of BetAlice Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear charlie631122,
I have been informed by the casino that you have reached an agreement regarding the refund, and also that the whole process is already complete. Can you confirm this for me, so I can close the complaint as resolved?
Dear charlie631122,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Michal
www.kpvfaw.com
