BetBolt have not responded to a self-exclusion request I made on May 28th. I did so through live chat, I'm uploading screenshots. They also have not responded to my email I sent on May 30th, requesting self-exclusion. I do not want a refund, I merely want to be self-excluded.

This is a warning to anyone thinking of playing here: do not, ever. They do not care about responsible gambling.

Dear SecondComingOfDuck,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BetBolt regarding your self-exclusion request. In order to assist you effectively, could you please provide answers to the following questions:

• Can you confirm if you received any acknowledgment from BetBolt after your initial request for self-exclusion on May 28th?
• Have you attempted to contact the casino again since your last email on May 30th?
• Have you passed the full KYC verification?

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

Best regards,

Veronika

Hi Veronika,

I have not received anything from BetBolt after my request for self-exclusion. Not via chat, not via e-mail.

I have attempted to contact them via chat on June 1st and 2nd, but I got no response.

I have not passed KYC verification because I think they only need you to do that when you want to withdraw funds, which I do not.

Thanks,

Tom

Please forward me the self-exclusion requests you sent to the casino via email at [email protected]. Thank you for your cooperation.

Done!

I have since sent another e-mail to their support, and have not received a response.

Thank you very much, SecondComingOfDuck, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([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.

Thanks, Veronika!

Hello SecondComingOfDuck,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I have one additional question for you - Have you deposited any funds to the casino since the self-exclusion request? If yes, I would of course like to encourage you not to play any further. I would also like to invite the BetBolt Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player's account not closed? Are there any technical difficulties present on your site? In case the account is still opened, I would like to encourage you to close it as soon as possible. Thank you in advance for providing us with your view of the issue.

Hello Martin!

I have deposited once since I sent the initial self-exclusion request, but won't do so anymore. I don't care about getting the deposit back, but they really need to take these requests seriously.

Hi,

They have blocked my ip, which is good enough for me.

Don't gamble here.

Never mind, they didn't block my ip, I can still access my account and everything.

Dear SecondComingOfDuck,

I am sorry the issue still persists, but the only thing I can do at this point is to recommend you not to play any further. I would also like to ask you about the sum of the deposit made. In case there is proof you were allowed to deposit after requesting self-exclusion, you are entitled to this refund.

Dear casino representative,

please close the player's account as soon as possible.

Hi Martin,

I requested self-exclusion via email on May 30th and via live chat on May 28th and May 30th. After those dates, I deposited twice, once on June 2nd, then again on June 11th. The amount was $160 in total.

I added a list of deposits in this message.

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.

Hi, the account should now be blocked. We are revamping our responsible gambling policies and are releasing features shortly to ensure that it is more smooth. Apologies for any inconveniences caused.

And the refund that I'm owed, according to Martin? I waited three weeks to be self-excluded.

Dear casino representative,

thank you for your response. We have received sufficient evidence, that the player has tried to exclude from your platform since 28th of May. We of course acknowledge that casino can not always act right away, the request was however finalized too late. According to our policies and the proof provided by the player, he is entitled to receive an amount of 163.16 USD. In case you have any questions regarding this amount, please let me know here or at [email protected].

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.

I have received two marketing e-mails from BetBolt since self-exclusion..

See that little unsubscribe thing at the bottom? Not a link. Just blue text. You can't unsubscribe from these e-mails yourself. **** these people.

Dear SecondComingOfDuck,

I am sorry to hear that the issue is still clearly ongoing. I can only encourage you not to give in.

Dear casino representative,

as you can see in the thread, the issue is still not resolved. We would like to ask you to delete the player from your promotional mailing list and proceed with the self-exclusion. In case you have any relevant information related to this case, please send it here or to my email address [email protected].

Oh, I have been self-excluded. I'm just annoyed I'm still receiving promotional e-mails and they haven't responded to the refund question.

Dear SecondComingOfDuck,

we are extending the timer again, as we want to explore some other ways to re-establish contact with the casino. If there are any new developments on the matter, please keep us updated.