Hello

I withdrew 301 euro in early feb and subsequently asked that my account be closed as I was concerned about gambling addiction.

I was speaking to the chat and they informed me that all was fine and that my withdrawal would process. I have screen shots of conversations. . I was also advised later that money had been sent.

I never sent an email accepting that money would be confesceited upon account closure. Furthermore i subsequently received an email last week saying that money had been sent, I have these emails .

Other websites under the same company do send an email advising that any funds would be forfeited upon closure and the customer must accept and reply to email. This never happened in my case and furthermore I was told that money had been sent as mentioned above .

Dear Spike25,

Thank you for submitting your complaint. I’m sorry to hear about the issue you’re experiencing. Please allow me to ask a few questions to clarify your situation.

• When exactly did the casino inform you that your withdrawal request had been processed and that you should receive your funds within 3–5 working days? The screenshot of your chat conversation does not clearly show a date.
• Could you kindly forward me the account closure request you sent to the casino, along with their responses? My email address is [email protected].

I hope we can assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Spike25,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Spike25. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Spike25,

Could you please respond to the questions I asked you in my first reply? Thank you very much.

Hello

i was told by customer support on the 9th February 2025 that my withdrawal was successfull and sent to bank .

i has emailed the casino on the 7th February asking them to close . Between the 7 and 9 February I won 301 euro . At no time did I email them advising them that I would forfeit money . The has emailed to other casinos advising that I would forfeit any balance . Which was always zero . These casinos are in the same group as betalright and i believe that they are looking at these emails saying I forfeited balance - when it is specifically not the case for bet alright. I have emailed you the email you request

Am I correct in understanding that you won €301 after requesting your account to be closed due to gambling addiction?

Could you please clarify what your account balance was at the time of your self-exclusion request?

Did you make a new deposit after asking to be self-excluded and win the €301 from that deposit?

Also, could you please specify the exact date when the casino closed your account?

Hello . On the day I emailed to close account I had been emailed by multiple casinos all from the same group . I had emailed them all to close account but had not received any response . My account balance was zero when I asked to close the account . The key issue here is this . This group of casinos has always emailed in responding to my closure request asking me if I am ok to forfeit any balance . Betalright never asked me this . This is the key issue . They said that I did agree to forfeit balance . If they can produce this amount evidence then I have no problem . However they are lying

ust to make sure I fully understand your situation:

When you requested the account closure, your balance was at zero. After that, you made a new deposit and won. Then, the casino informed you that your account would be closed and any remaining balance would be forfeited.

Is this correct?

Please note that we consider it unfair if a casino confiscates balance from players who have requested self-exclusion. However, to proceed further, we need to confirm the exact sequence of events, including specific dates.

If you have any emails from the casino regarding your self-exclusion request, kindly forward them to me at [email protected].

Hello

yes you are correct in your assumption . I sent the emails to [email protected]

Thank you for your email. Please specify the exact date your account was closed.

Hello

the 9 th February . What’s more is that customer support told me not to worry as the withdrawal was being processed . I have screen shots of this . I sent u

Thank you for your reply. Please forward me the email you received from the casino in response to your account closure request. So far, I have received only the email you sent to the casino, without any response from Betalright. ([email protected])

Hello 

I never received an email saying my account was closed . They just closed it themselves and cancelled my withdrawal at the same time. I have sent you the email they sent me .

Stephen 

Thank you very much, Spike25, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Betalright Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Ok but at least If we don’t win the case we can have them at an even lower rating so other people might be deterred from using them . They are the worst

Hello Spike25, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. However, as my colleague Veronika already mentioned, this casino is not communicating with us at all. However, I will give it my best shot, contact them through all the possible avenues and see what can be done.

I’d like to invite a representative of Betalright Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Dear Matej,

Kinldy be informed we provided the evidence on your e-mail where player asked for closure and confirmed that the balance will be voided once account is closed.

We hope this will clarify the situation for you.

Best regards,

Betalright Team.

Hello , can I see this evidence please ?

Dear Spike25, as the casino is providing files from their internal systems, I am not allowed to share.

However - as I have stated in my reply to the casino itself - confiscating account balance in case of self-excusion is against our Fair Gambling Codex, and we see it as an extremely anti-consumer policy we do not agree with. I have asked the casino if they would consider refunding the balance from 8th February, as well as all the deposits made between 8th February until the account closure - minus any winnings and withdrawals that were made in that time. Currently, I am waiting for the casino to reply.

That’s ok and would be great . Even getting the 301 back . My overall net loss to this casino was a lot more than the 301 we are discussing . I appreciate you not sharing the evidence however I genuinely don’t even remember sending them an email telling them I’m ok with forfeiting my funds. I have no email in my sent items either . Unless I deleted it which is highly unlikely . Why would I ?

Dear all,

Thank you for your patience. We are sorry for the delay.

Kindly be informed that we checked customer deposits and they are 500 EUR we have concluded to issue a refund of the amount.

Please note that the customer had been contacted on email and we would kindly ask him to reply to our email.

Best Regards

Betalright Team

Hello

I have responded to the email from betalright .

Dear Spike25, did you agree to the 500€ refund and are now awaiting the payment to be credited?

Hello casino guru . Yes I agreed to the €500 refund and have provided my details and am awaiting payment

Dear all,

We are happy to be able to satisfy you with the decision. However unfortunately we are unable to locate any e-mail letter with customer`s bank details.

Spike25, kindly ask you to double check if you sent your bank details with the correct e-mail address. We would suggest you to answer for our e-mail letter where we asked all needed data.

We appreciate your understanding.

Best regards,

Betalright Team

Hello

I sent the email yesterday to complaints email . I have just resent and also to betalright suppost

betalright support

Thank you for the confirmation! I am glad that things are moving forward. :)

Dear Betalright Team, please let us know whether you received the requested information and once the payment has been processed on your end. I will keep the complaint open until the player confirms reception of funds.

Hello

i have received €500 into my bank account and have been kept up to date by BetaAlright support via email .

Dear all,

Kindly note payout was successfully completed from our side.

We appreciate your patience and understanding in this matter.

Best regards,

Betalright team

Dear Spike25,

I am very happy to hear that your issue has been resolved, and would like to thank Betalright Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com