Ono što Betonić piše je šokantno i potpuna laž.
16. maja sam im prvi put putem ćaskanja napisao da želim da mi se račun zatvori zbog zavisnosti od kockanja. U razgovoru je rečeno da moram da pošaljem e-poštu jer oni ne mogu to da podnesu.
Istog dana šaljem mejl support@betonic.com da sam zavisnik od kockanja i da želim da mi se nalog odmah zatvori.
18. maja dobijam odgovor koji moram da pošaljem mejlom customercare@betonic.com , što radim istog dana.
19. maja ponovo dobijam odgovor da moram da pošaljem e-poštu službi za korisničku podršku, što odgovaram da sam uradio i ponovo e-poštom.
20. maja dobijam odgovor da moram e-poštom samo za korisničku podršku, a ne za podršku. Što sam i uradio, i odgovorio sa ekranima za štampanje, kao i ponovo e-poštom (samo) službi za brigu o kupcima.
21. maja ponovo dobijam isti odgovor, da treba samo da pošaljem e-poštu korisničkoj službi, što radim već nekoliko dana. Šaljem još 20 mejlova customercare@betonic.com da zahtevam da mi odmah zatvore nalog zbog zavisnosti od kockanja.
22. maja poslaću još 40 mejlova na customercare@betonic.cpm gde tražim da mi odmah zatvore nalog zbog zavisnosti od kockanja.
22. dobijam odgovor da mi umesto toga nude bonuse i ako želim da postanem VIP:
„Zdravo kkkkk,
Hvala vam na odgovoru.
Vaš zahtev je registrovan i relevantno odeljenje će ga u dogledno vreme rešiti. Kada bude ažuriranja, bićete obavešteni.
Bio bih veoma tužan da vas vidim kako odlazite, pa bih želeo da bolje razumem razlog vaše odluke. Vaša poslednja poruka mi ukazuje da nemate poverenja u naš kazino. Da li je to pravi razlog vašeg zahteva? Uveravam vas da smo u ovom poslu već veoma dugo i da nikada ne bismo učinili ništa da ugrozimo našu reputaciju. Koristimo samo sertifikovane igre koje su potvrđene od strane međunarodno priznatih subjekata koji proveravaju i odobravaju kazino igre kao pošten softver. Nikada ne bismo stavili na kocku našu reputaciju koja nudi igre koje nisu licencirane od strane jedne od vodećih laboratorija za testiranje igara.
Pridružili ste nam se tek nedavno, a niste imali priliku da u potpunosti doživite sve što nudimo našim vernim članovima. Da li ste zainteresovani da učestvujete u našem VIP programu i imate ličnog menadžera naloga, dobijate besplatne okrete, specijalne bonuse i druge poklone?
Radujem se vašem odgovoru.
Srdačan pozdrav,
Nick N. | Podrška mušterijama"
Neverovatno sam tužan i frustriran ovim odgovorom i ne mogu da verujem da je istina da mi je posle preko 40 mejlova da sam ozbiljno zavisnik od kockanja ponuđeno da postanem VIP. Poslaću nekoliko e-poruka u narednih nekoliko dana u kojima ću reći da neću moći da se sprečim da deponujem i igram ako ne zatvore moj nalog. Ne dobijam odgovor i odustajem od nade da će mi zatvoriti nalog.
28. dobijam odgovor da bi Betonic rešio moj zahtev žele da pošaljem dokaz o identitetu, dokaz o uplati i dokaz o adresi. I da im može biti potrebno do 7 radnih dana da ovo verifikuju. NIKAD nisam čuo da je ovo potrebno za zatvaranje naloga zbog zavisnosti od kockanja - samo za isplate. Moje poverenje u ovaj kazino je sada bilo na dnu pa nisam želeo da im dostavljam tako osetljive informacije.
Iako bih predao dokumente, moj nalog nije bio zatvoren 2. juna kada sam ušao i ponovo igrao jer bi im trebalo 7 radnih dana.
Da su to uradili namerno i kršeći sve zakone i propise govori i činjenica da su mi, posle preko 40 mejlova i poruka da sam zavisnik od kockanja, ponudili da postanem VIP.
Zbog toga je potrebno više od 3 nedelje da se vaš nalog zatvori zbog zavisnosti od kockanja u Betonic kazinu, što je protivno svim razumnim pravilima u vezi sa odgovornim kockanjem i Betonic-ovim sopstvenim uslovima odgovornog igranja.
6. juna, samo nekoliko sati nakon što je CasinoGuru napisao da treba da kontaktiraju kazino, dobijam e-poštu od Betonic-a da su mi zatvorili nalog. Zato ne pokušavajte da se pretvarate da ste ga svejedno zatvorili. I preko 60 mejlova potvrđuje da je Betonic taj koji je "odložio i zakomplikovao proces" - ne ja.
What Betonic writes is shocking and a complete lie.
On May 16th I wrote to them for the first time via chat that I wanted my account closed due to gambling addiction. The chat said I have to email as they can't handle it.
The same day I email support@betonic.com that I am a gambling addict and want my account closed immediately.
On May 18, I get a reply that I have to email instead customercare@betonic.com , which I do the same day.
On May 19, I get a reply again that I have to email customercare, which I reply that I have done and email customercare again.
On May 20, I receive a reply that I must email customercare only and not support. Which I have done, and reply with print screens, as well as email again to (only) customercare.
On May 21, I get the same answer again, that I should just email customercare, which I have done for several days now. I send 20 more emails customercare@betonic.com that I request that they immediately close my account due to gambling addiction.
On May 22, I will send 40 more emails to customercare@betonic.cpm where I request that they immediately close my account due to gambling addiction.
On the 22nd, I get a reply that they are instead offering me bonuses and if I want to become a VIP:
"Hi xxxxx,
Thank you for your reply.
Your request has been registered and will be handled by the relative department in due course. Once there's an update, you will be notified.
I would be very sad to see you go, so I wish to better understand the reason for your decision. Your last message indicates to me that you don't have trust in our casino. Is that the real reason for your request? I can assure you that we have been in this business for a very long time now, and we would never do anything to put our reputation at risk. We only use certified games that are validated by internationally recognized entities which check and approve casino games as a fair software. We would never put at stake our reputation offering games which have not been licensed by one of the leading gaming testing laboratories.
You have joined us only recently, and you did not have the chance to fully experience all that we have to offer to our loyal members. Are you interested in taking part in our VIP program and having a personal account manager, receiving free spins, special bonuses and other gifts?
I'm looking forward to your reply.
Best regards,
Nick N. | Customer Support"
I am incredibly saddened and frustrated by this response and cannot believe it is true that after over 40 emails that I am seriously addicted to gambling, I am instead offered to become a VIP. I'll be sending a few emails over the next few days saying I won't be able to keep myself from depositing and playing unless they close my account. I get no response and I am giving up hope that they will close my account.
On the 28th I get a reply that in order for Betonic to handle my request they want me to send in Proof of identity, proof of payment and proof of address. And that it can take them up to 7 working days to verify this. I have NEVER heard of this being required to close an account due to gambling addiction - only for withdrawals. My trust in this casino was now at rock bottom so I didn't want to submit such sensitive information to them.
Even though I would have submitted the documents, my account had not been closed on June 2 when I dropped in and played again because it would have taken them 7 business days.
The fact that they also, after receiving over 40 emails and messages that I am addicted to gambling, instead offer me to become a VIP shows that they did this deliberately and in violation of all laws and regulations.
It therefore takes over 3 weeks to get your account closed for gambling addiction at Betonic casino, which is against all reasonable rules regarding responsible gambling and also Betonic's own Responsible gaming conditions.
On June 6th, just a few hours after CasinoGuru wrote that they should contact the casino, I get an email from Betonic that they have closed my account. So don't try to pretend you closed it anyway. And it is supported by over 60 emails that it is Betonic that has "delayed and complicated the process" - not me.
Det Betonic skriver är chockerande och fullständig lögn.
Den 16e maj skrev jag för första gången till dem via chatten att jag önskade att mitt konto skulle stängas på grund av spelberoende. Chatten sa att jag måste maila då de inte kan hantera det.
Samma dag mailar jag support@betonic.com att jag är spelberoende och vill att mitt konto stängs omedelbart.
Den 18 maj får jag svar att jag istället måste maila customercare@betonic.com, vilket jag gör samma dag.
Den 19 maj får jag svar igen att jag måste maila customercare, vilket jag svarar att jag har gjort samt mailar customercare igen.
Den 20 maj får jag svar att jag måste maila enbart customercare och inte support. Vilket jag har gjort, och svarar med printscreens, samt mailar igen till (bara) customercare.
Den 21 maj får jag samma svar igen, att jag bara ska maila customercare vilket jagvhar gjort flera dagar nu. Jag skickar 20 mail till customercare@betonic.com att jag begär att de omedelbart stänger mitt konto på grund av spelberoende.
Den 22 maj skickar jag 40 mail till till customercare@betonic.cpm där jag begär att de omedelbart stänger mitt konto på grund av spelberoende.
Jag får den 22:a som svar att de istället erbjuder mig bonusar och om jag vill bli VIP:
"Hi xxxxx,
Thank you for your reply.
Your request has been registered and will be handled by the relative department in due course. Once there's an update, you will be notified.
I would be very sad to see you go, so I wish to better understand the reason for your decision. Your last message indicates to me that you don't have trust in our casino. Is that the real reason for your request? I can assure you that we have been in this business for a very long time now, and we would never do anything to put our reputation at risk. We use only certified games that are validated by internationally recognized entities which check and approve casino games as a fair software. We would never put at stake our reputation offering games which have not been licensed by one of the leading gaming testing laboratories.
You have joined us only recently, and you did not have the chance to fully experience all that we have to offer to our loyal members. Are you interested in taking part in our VIP program and having a personal account manager, receiving free spins, special bonuses and other gifts?
I'm looking forward to your reply.
Best regards,
Nick N. | Customer Support"
Jag blir otroligt ledsen och frustrerad över detta svar och kan inte tro att det är sant att jag efter över 40 mail om att jag är gravt spelberoende, istället blir erbjuden att bli VIP. Jag skickar några mail till de kommande dagarna om att jag inte kommer att kunna hålla mig från att sätta in pengar och spela om de inte stänger mitt konto. Jag får inget svar och jag ger upp hoppet om att de ska stänga mitt konto.
Den 28:e får jag svar om att för att Betonic ska kunna hantera min begäran vill de att jag skickar in Proof of identity, proof of payment och proof of address. Samt att det kan ta dem upp till 7 arbetsdagar att verifiera detta. Jag har ALDRIG varit med om att detta har krävts för att stänga ett konto pga spelberoende -enbart för uttag. Mitt förtroende för detta casino var nu nere på botten så jag ville inte skicka in så känsliga uppgifter till dem.
Även om jag hade skulle ha skickat in dokumenten, hade mitt konto inte varit stängt den 2 Juni när jag föll dit och spelade igen eftersom det skulle tagit dem 7 arbetsdagar.
Att de också efter mottagit över 40 mail och meddelanden om att jag är spelberoende, istället erbjuder mig att bli VIP visar att de gjort detta medvetet och o strid med alla lagar och bestämmelser.
Det tar alltså över 3 veckor att få sitt konto stängt för spelberoende på Betonic casino, vilket strider mot alla rimliga regler kring ansvarsfullt spelande och även Betonics egna Responsible gaming villkor.
Den 6:e Juni, bara några få timmar efter att CasinoGuru skrivit att de ska kontakta casinot, får jag mail från Betonic att de har stängt mitt konto. Så försök inte låtsas som att ni skulle stängt det ändå. Och det är understött med över 60 mail om att det är Betonic som har "försenat och försvårat processen" -inte jag.
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