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Hello Casino Guru, My name is john, I held an account with Betblast casino, I joined on the 27 of December 2024, I played on casino on till it spiralled out of control and i took the action of requesting to have account closed due to problematic gambling. I had to request account closure though email as live chat do not deal with account closures. I emailed betblast on the 30 January 2025 requesting account closure due to problematic gambling as I seen no other option as I needed to close account as my problematic gambling was out of control. I was relieved as I took action to close account. But to my dismay account remained opened, As a problematic gambler who had no control over my gambling i continued to gamble, Then on the 9 of February 2025 I further requested account closure again but to my dismay and despair, The account remained opened, so I had to take action as betblast certainly hadn't, I took to live chat who said they hadn't received any emails from myself, which couldn't be right. I thought to myself as I've been receiving promotional emails here there and everywhere from them, so I was thousands of euro down from first requested account closure due to problematic gambling, I had betblast telling me they hadn't received not one but two requested account closures due problematic gambling, I believe Betblast have failed me regarding gambling responsibilities and I believe they be accountable for the €2000 in deposits I made from first requested account closure 30 December 2024 due to problematic gambling and further requested closure on the 9 January 2025.

Dear jmckinney1661,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Hello Dominika, I did end up getting account closed after a month an a half, but betblast failed to close my account on request due to problematic gambling, on the 30 December 2024 and then also requested again on 9 January 2025. I will forward you information in email. The amount i lost due to there failure to close account was actually £3089, after I went though bank transfers deposited to betblast after requesting closure due to problematic gambling.

Dear jmckinney1661, please forward the account closure emails you sent to Betblast to my email address dominika.l@casino.guru. You sent only screenshots of the emails.

Hello dominika, good to hear back from you. I have forwarded the emails to yourself. The emails I sent to betblast and also i have included attachments to show emails were sent to betblast. I have sent them to you from email address J************@mail.com. I have further forwarded attachments of betblast live chat regarding account closure and somewhat reasoning for failure to close account as requested on the 30/12/2024 and also again on the 9/01/2025

Dear jmckinney1661, I wanted to let you know that I have not yet received any forwarded emails from you. Could you please forward the self-exclusion request you sent on January 9 to my email address at dominika.l@casino.guru? Additionally, if you have any other account closure requests sent to the casino via email, I would appreciate you forwarding those as well.

To forward an email, open your email account and find the message you want to share. Click on the "Forward" button, usually at the top or bottom of the email. Enter the recipient's email address (dominka.l@casino.guru) in the "To" field, add any optional message if needed, and then click "Send."

I will forward again now, Dominka!!

Hello dominika, I will forward requested emails now, sorry for any inconvenience

Hi dominka, when I go to to forward email it replaces recipients details to the person I am forwarding to!!

Dear jmckinney1661, could you please forward me the original emails you sent directly to the casino, so I can see the recipient of those emails? It would be very helpful.

Hi dominka, I will seed to you again but through recipients address gets removed that's why I included screenshot attachments

Dear jmckinney1661, please forward the original emails containing the account closure requests, ensuring that the recipient's email address is visible. Without this sufficient evidence, we will not be able to proceed with your complaint.

Hello dominka, finally found way to send emails requesting closure due to problematic gambling, I just forwarded both emails to yourself

Dear jmckinney1661, I have not received any emails from you.

I will check now dominka, sorry and thank you for your patience

Dominika I just forwarded both emails, first requesting account closure on 30/12/2024 then further requesting again on 9/01/2025 due to problematic gambling

Good morning Casino Guru, Hello Dominika, could you let me know if you have received the two emails regarding failure to close/requested account closure due to problematic gambling with Betblast.

Dear jmckinney1661, I need to clarify that the emails you 'forwarded' aren't sufficient evidence because they appear to be copied rather than directly forwarded from your email account.

Could you please try again to send those emails as attachments? Here’s how you can do it:

1. Locate the original emails in your email account that you sent to Betblast.
2. Download or save each of those emails as a file on your device (most email services offer an option to save emails).
3. Compose a new email to my address (dominika.l@casino.guru).
4. Attach the saved email files to your new message.
5. Send the email.

This way, I can see the emails exactly as they were sent, including the recipient's details.

Without this evidence, the best we can do is assist you with closing your account properly. Has your casino account been already closed, or is it still open?

I will follow instructions you have provided dominika, I got account closed a month and a half after first requested account closure due to problematic gambling. So yes account has been closed

Hi Dominika, I will follow your instructions. If I try to forward email I sent to betblast to you, it replaces recipients name to yours, so I logged into @mail.com account and retrieved emails that way, the emails i forwarded to you yesterday are the originals, you can see from screenshots i sent to yourself previously that emails were sent and match times and dates of emails I sent to betblast, but I know screenshots is not evidence. I got account closed a month and a half after requesting account closure due to problematic gambling

Dominika first of all I much appreciate your patience and can only apologise for the inconvenience, truly. I have forwarded emails and downloaded files and sent to your email address, could you let me know if you have received please

Thank you very much, jmckinney1661, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dominika I much appreciate your help, Im glad i finally got the information together, thank you for your patience and help.

Hello jmckinney1661,

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 BetBlast 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

Good morning Michal, first of all thank you for assisting me with this issue! I joined betblast on the 27 December 2024, within a short period of time I started to experience gambling issues, problematic gambling, so on the 30 December 2024 I reached out to betblast with a request to close my account due to problematic gambling via email as betblast do not close accounts via live chat, but to my dismay my account remained opened and not closed as requested. And as a problematic gambler I continued gambling on betblast until things were at and all time low it had started to impact on my personal relationships, so I reached out via email again on 9th of January 2025 to have account closed due to problematic gambling but again no response and account remained opened, I had to take to live chat again as account remained opened, I found it very difficult to finally get account closed a month and a half after first request to have account closed due to problematic gambling, I went on to lose £3089 from when i first requested account closure due the 30th December 2024 to problematic gambling, betblast have failed in there duty to protect there players from theses situations. I hope together with your help michal we can resolve this issue. I have forwarded emails to yourself michal that i sent to betblast including information regarding requesting account closure due to problematic gambling, and i also have included loses incurred after requesting account closure on 30th December 2024 and also on the 9th of January 2025

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.

Hello Casino Guru, hope yous are well, further to my complaint I will like to inform yourselves betblast has now become non gamstop Casino an licensed in the uk. I reached out to Betblast to inform them. that yourselves Casino Guru were dealing with a complaint on my behalf and that Betblast have failed or ignored your request for a response about complaint, I spoke to live chat on Friday, who informed me that they would pass this on to the relevant department, I then contacted live chat today to chase up a response as i have not heard anything from them but was informed that relevant department knows about this issue and are dealing with it an will be intouch. Could you please extend timer on complaint

Dear jmckinney1661,

I have been informed by the casino that they did not receive any emails from you. Would you be able to send me a screen recording of you opening the "sent" folder in your emails that shows the self-exclusion requests that you have sent to the casino?

Hello michal, good to hear back from yourself and hope you are well, I just forwarded you the 2 emails and downloaded files of emails I sent to Betblast requesting to have account closed due to problematic gambling which they failed today, which after alot of effort on my behalf it took a further month and a half to have account closed. I look forward to hearing back from you Michal. I forwarded material requested from email jmckinney1661@gmail.com and also Jmckinney6565@mail.com

Dear jmckinney1661,

I asked you to provide a screen recording that would prove you had indeed sent the requests. Instead, you provided me with 4 emails containing the messages you have allegedly sent. This can not be taken as solid proof because emails are easily falsifiable nowadays. Therefore, I would like to react to your last email where you asked if I received relevant information from you. To this moment, I did not.

Since the casino claims they have received no emails from you, and I have not received the proof that I requested from you, I can not continue with the investigation. Therefore, I would like to ask you once more to provide the requested screen recording. If you are unsure as to how to do this, do not hesitate to reach out, and I will try to help you with the process.

Hello michal, when you say screen recording, in what sense sorry?

Hello Michal, further to previous email, the 4 emails I forwarded to yourself are 2 emails sent to betblast on 30/12/3024 and also 9/1/2025, I further forwarded downloaded copies, Official receipts of the sent emails requested by dominika before she could further my complaint to yourself Michal. I further contacted Betblast today to request chat logs to show I requested account closure but was informed at the time you have to request account closure though email, Betblast informed me today that it is being looked at/ reviewed by relevant department and will be intouch though email

Dear jmckinney1661,

I apologize, I need more time to investigate. Your patience is greatly appreciated.

No need for apologies Michal, you are fine. Hope you are well, and look forward to hearing back from yourself.

Dear jmckinney1661,

I have asked the casino to comment here in the thread.

Hello Michal, and good morning, that's fine, much appreciated.

Hi jmckinney1661,

Just to clarify, the email address you originally used was jmckinney6565@mail.com. However, we have not received any emails from that address in our system.

From the screenshots you provided, it appears there may have been a warning or issue from your email provider, which might explain why your messages never reached us. It's unfortunate, but this seems to be something you were likely aware of, yet it was only disclosed to us at a later stage.

As per our standard procedure, we require an official email request to process any account closure. If we did not receive that regardless of the reason it remains the user’s responsibility to ensure the request is delivered successfully.

We only managed to identify your account and understand the full nature of your request after February 10th, which is when we could finally begin taking the appropriate steps.

Let us know if you have any further questions.

Thank you betblast for coming on record and joining this presedure, could you clarify further on were it states my emails failed to reach yourselves/ warning from my email provider, you said may have, that sounds like your speculating, i was receiving promotional emails even after i made account closure requests due to problematic gambling, i would like to put it on record that's it is something im not aware of as you have stated, I'm sure Casino Guru would have said this as I have provided them with all relevant information. And it's also the case I requested email being changed so I could have my account closed due to my 2 account closure request being failed

Dear BetBlast Casino,

Could you tell me when exactly the player's account was closed?

I’m not entirely sure what the jmckinney1661 is contesting in this case.

The communication we received was inconsistent, with mixed messages and even warnings from his own email provider indicating potential issues.

Additionally, he was using a different email address, which made it difficult for us to verify the ownership and link it to the correct casino account.

We cannot proceed with closing an account solely based on a third-party request or an unverified email address. To put it into perspective, imagine someone else requesting the closure of your account simply because they know your email address. This would clearly pose a security risk.

As I mentioned, once we were able to correctly identify and verify the account, we proceeded to close it on 11/02/2025. However, this happened after the deposits had already been made.

We understand that the customer may not be satisfied with this outcome, but ultimately, we leave it to Casino Guru to evaluate our explanation and determine whether our actions are reasonable within the context of the case.

Kind regards

first of all, I apologise for jumping in here Casino Guru that response from Betblast just sums up there attitude and respect for there players or future players, I've been communicating with betblast for 6 months regarding this issue. I've outlined the issue numerous occasions, I've had numerous responses none that were very helpful, They are stating he/i used a different email address which made it difficult to verify ownership, I had no other option but to request to have my email updated to have my account closed due to problematic gambling which I requested on two separate occasions firstly on the 30/12/2024 and then also on the 9/1/2025, that is what I'm contesting Betblast, and also Betblast, yous do not deal with account closures requests on live chat, so it is important that you take email requests important/third party requests as it's the only form/tool a player has to close an account especially in my case, and Im sure many other players who are experiencing problematic gambling problems

Dear BetBlast Casino,

You mentioned that you have received warnings from the player's email provider. Would you be able to provide me with proof of this? Also, can you tell me how you were able to verify the user, if he kept using a different email address to contact you?

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.

When eventually it was understood the issue with the account he provided Selfie with passport and a bank statement of the account used in his profile to verify his ownership and thats when account was closed.We cant just take random emails from people and close accounts without proof of ownership.

I can easily create an email with a name of a person i know and just request to have the account closed and then the legitimate owner would have a very bad experience.

Dear BetBlast Casino,

I apologize for the repeated question, but do I understand correctly that the player contacted you from a different email address than the one that was used when registering at the casino?

Hello Michal.

yes, im quoting from my firs reply on this thread

"Hi jmckinney1661,

Just to clarify, the email address you originally used was jmckinney6565@mail.com. However, we have not received any emails from that address in our system."

Hello Casino Guru, firstly I would like to thank betblast for joining discussions again, I would like to point out betblast has failed to provide the requested information Casino Guru has requested ie proof they stated that there was warning from my email provider and myself contacted though different email address, I was in contact with betblast. And secondly the response you provided was not very professional and like it's a little thing. I was the one who had to request an email change and yes I had to provide a passport photo and bank statement to change my email address, but I had to carry out the same process when I was verified on username Jmckinney6565@mail.com, Michal you asked them from information 2 weeks ago look at there response 2 days ago. your response we just cant close an account when someone requests account closure it could be anyone, but then it's back to, we never received any emails from Jmckinney6565@mail.com

Dear BetBlast Casino,

Do I understand correctly that the player had contacted you with the request of changing the email address, while already using the new email address for this request? And the same case is his self-exclusion request?

The communication we received was inconsistent, with mixed messages and even warnings from his own email provider indicating potential issues.

Additionally, he was using a different email address, which made it difficult for us to verify the ownership and link it to the correct casino account.

We cannot proceed with closing an account solely based on a third-party request or an unverified email address. To put it into perspective, imagine someone else requesting the closure of your account simply because they know your email address. This would clearly pose a security risk.

As I mentioned, once we were able to correctly identify and verify the account, we proceeded to close it on 11/02/2025. However, this happened after the deposits had already been made.

We understand that the customer may not be satisfied with this outcome, but ultimately, we leave it to Casino Guru to evaluate our explanation and determine whether our actions are reasonable within the context of the case.

Dear BetBlast Casino,

I have asked you a straightforward question, yet you chose to reply with a copy-pasted answer from your previous message, ignoring my question entirely. I would like to kindly ask you one last time to reply to my question. Otherwise, I will be forced to mark this complaint as unresolved.

Hello Casino Guru/Michal, hope you are well, Betblast have assured me they are still dealing with this issue/ ongoing complaint an have assured me relevant department will be intouch, if they do not reply within this time frame could we extend for another 7 days and give them a chance to reply/rejoin with ongoing complaint procedure, Thanks in advance

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.

Hello Casino Guru/michal. Hope you are well, I have been in contact with betblast to explain the 7 days response time Casino Guru has in place to respond, they are actively emailing me back with quick responses that they are still looking into this matter, I am writing this response has I believe in my complaint and whole heartily know I am in the right and dont what this case to be an unresolved case, as I see there are 6 complaints on Casino Guru, including my complaint, 2 have of them were resolved cases and 3 were rejected cases, I told betblast that i would forward email responses I have received to yourself and that myself and Casino Guru were keen for betblasts response. I know this would be the third extended timer which is very unfair from betblast as they are already involved in this discussion, could we extend the timer for 14 days and when asking for a response highlight betblast name!! Michal I really appreciate the time and effort you and Casino Guru are putting into this complaint, it is much appreciated michal

Hello Dear Michal.

Answering your question

Yes jmckinney6565@mail.com and jmckinney1661@gmail.com

jmckinney had already contacted from his new email about closing his account which was registered under 6565 and eventually an email change was executed in february.

Hello jmckinney1661,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I fully understand and I hope he has a great vacation, much appreciate you keeping myself updated, thanks Casino Guru

Dear jmckinney1661,

I apologize for my late response. I am now fully committed to resolving your complaint. Can you tell me what the reason was for you to change the email address tied to your casino account?

Hello Michal, good to hear from you, and I hope you had a good vacation. The reason me changing my email address to my betblast account, after many conversations with live chat and no action being from my email requests that's was firstly attached to my betblast account Jmckinney6565@mail.com, I asked could I have my email address attached to my log in to be changed so i could send further emails for request to close betblast account due to problematic gambling.