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Hello!

I closed my account on luckypays.io earlier due to gambling issues. I am attaching my email regarding this. After that, I played on Betiro without any problems. They have the same license, and I should not have been able to play there due to my gambling issues. Therefore, I am requesting a refund of my deposits as it should never have been possible for me to continue playing on their sister sites.

Hej!

Jag stängde mitt konto från luckypays.io tidigare på grund utav spelproblem. Jag bifogar mitt mail. Därefter så spelade jag på Betiro utan några problem, dom har samma licens och jag bör ej ha kunnat spela hos dom på grund utav spelproblem. Därav önskar jag en refund av mina insättningar, det borde aldrig ha varit möjligt för mig att fortsätta spela på deras systersidor.

Dear timgartz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the responsible gambling section, and this is what I found:

Self-Exclusion

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

email: support@betiro.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested direct self-exclusion from Betiro Casino? Do you currently have access to your casino account?

Looking forward to hearing from you.

Best regards,

Kristina

My account on betiro is closed due to gambling issues also, this happened afterwards. So i was able to deposit and play on betiro for a long time and then i closed my account, i know many cases were people get refunded for playing on sister sites, should not be able to play on their other casinos when stating gambling issues.

Thanks

Thank you for your reply, timgartz.  Could you please advise if you have requested direct self-exclusion from Betiro Casino before depositing?

Hello again!

I closed myself out from their sistercasino with the same license, i did not close it on betiro because i did not even know betiro was a casino that operated with the same license.

Found out the casino afterwards and started to play there

As I already explained to you - self-exclusion in the sister casino or the casino with the same license doesn't automatically guarantee self-exclusion in all associated websites. This casino holds a license from Comoros, which currently does not offer a group self-exclusion option, which means that if you didn't inform Betiro Casino specifically about your gambling problem, we are not able to assist.

We believe that you would be entitled to a refund only if you informed the casino about your gambling problem before depositing, and at this point, I can only recommend how to self-exclude properly the next time. When applying for the self-exclusion, 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 a 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."

Furthermore, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.