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Hello, I wrote an email on January 31, 2025 that my account should be permanently blocked and pointed out that I am addicted to gambling. However, I was able to continue to deposit €25 via Paysafecard today, even though I wrote one more than two weeks ago. I demand a refund

Guten Tag, ich habe am 31.01.2025 eine Email geschrieben das mein Konto permanent gesperrt werden soll und auf spielsucht hingewiesen. Allerdings konnte ich heute 25€ per Paysafecard weiterhin einzahlen, obwohl ich schon vor mehr als zwei Wochen eine einmal geschrieben habe. Ich verlange eine Rückerstattung

Dear Heiko004,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@beteum.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Do I understand correctly that you still have access to your casino account? Was it ever closed? Additionally, please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Sent it by email

Hab es per E-Mail gesendet

My account is still open and could deposit at any time 🤔

Mein Konto ist immer noch geöffnet und könnte jederzeit einzahlen 🤔

Thank you very much for your reply, Heiko004. Could you please forward me the self-exclusion emails instead of sending screenshots? Thank you in advance.

Done, I forwarded it

Erledigt habe es weitergeleitet

Heiko004, the messages you sent are insufficient. They do not contain any information about the receiver and seem to be edited. You already submitted 28 complaints, it should be clear by now we need strong supporting evidence to assist.

Please send another self-exclusion request. State clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Beteum Casino (support@beteum.com), add my email address (kristina.s@casino.guru) to the copy and keep me informed about any further developments. Thank you in advance.

Dear Heiko004,

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.