Betunlim Casino - Zahtev za zatvaranje naloga igrača je odbijen.

I have requested to close my account permanently due to gambling addiction on November 23. 2024 and they refused to close it. Despite sending multiple emails stating that I have gambling addiction the kept my account active. I. Requesting to get my deposits back made after November 23.

Dear Alprince2001,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you received any emails from the casino after you sent them your self-exclusion request? If so, kindly forward them to me along with any other evidence that could be relevant to the investigation of your case at veronika.f@casino.guru.

Could you please specify if 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

Thank you.

I have forwarded the emails to you.

Hello, I have received only one email from you, dated November 27. Could you please forward me all the account closure requests you sent to the casino, even before this date? Has the casino replied to any of your messages?

Thank you.

I sent them all

Thank you for your emails. Have you sent a photo of your ID to the casino as requested in their response to your account closure request?

No. I didn't.

Thank you very much, Alprince2001, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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.

Dear Alprince2001,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Betunlim Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Betunlim Casino,

Could you kindly provide a detailed explanation regarding this case, specifically addressing why the player's account remains open despite their explicit request for closure due to a disclosed gambling problem?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Looks like the casino does not care about complaints or not knowing about the complaint here!!!

Hello

Any updates?

As of last night, my account remains open but not active that means I cannot make deposits after I made about 3 or 4 deposits Dec. 26

Dear Kubo,

First happy holiday and wish you a blessed and happy new year.

I just would like to ask if there is any updates about this complaint.

Thank you

Dear Alprince2001,

First of all, I apologize for the delay in my response. Secondly, thank you for your kind holiday wishes! I hope you had a wonderful holiday season and wish you a blessed and happy new year as well.

Regarding your complaint, the casino representative contacted me externally just after the timer for the casino's reply expired, and the communication is still ongoing, allowing us to continue with the investigation. I am actively following up on the matter and will be sure to inform you of any developments as soon as possible.

Thank you for your patience and understanding. Please don’t hesitate to reach out if you have any further questions in the meantime.

Thank you, Kubot.

Your support is appreciated

Dear Alprince2001,

In a recent communication with a casino representative, we learned that they were unable to access their representative account on our platform. However, I have since restored their access.

Thank you for your patience.

Given this, I would now like to request that Bentulim Casino share their stance publicly regarding the matter.

Dear Bentulim Casino,

In the spirit of transparency, I kindly request that you clarify your stance regarding the denial of a player's self-exclusion request. Could you please explain the reasons behind this decision?

Thank you for your attention to this.

Hi!

Dear Alprince2001 and Casino Guru Complaints Team!

In order to protect the player from the game, we have blocked the player's ability to make deposits. But as a Company that operates in accordance with the Terms and Conditions that the player agreed to when registering on the site, and under the Curacao license, we cannot block an account without verification.

We requested verification, but the player still doesn't provided it.

In the situation described, we acted in accordance with the rules and conditions, which are the main document regulating our relationship with players.

Dear Betunlim Casino,

Thank you for your message. Could you kindly clarify the specific date on which the player's ability to deposit funds into their casino account was blocked?

Regarding your policy on self-exclusion, while we acknowledge that verification plays an important role in maintaining accurate records of self-excluded individuals and preventing them from creating new accounts, it should not be used as a justification to delay the self-exclusion process. In cases as serious as these, the casino has both the right and the responsibility to act promptly to protect vulnerable players.

It is the casino's duty to implement measures such as restricting a player's ability to deposit or play - either by placing their account in withdrawal-only mode or fully restricting access - until the issue is resolved. You have stated that the player's deposit functionality has already been restricted, which clearly demonstrates that such measures are feasible. Therefore, it raises the question of why these measures were not implemented sooner to prevent further gambling harm.

As experts in the field, we at Casino Guru are familiar with licensing requirements and regulatory standards. Please do not attempt to claim that the Curaçao Gaming Control Board prohibits casinos from taking action to block accounts of players who disclose their gambling problems, regardless of their verification status. Such action is both possible and essential in situations where gambling harm is identified.

I look forward to receiving clarification on the timeline and your approach to these matters.

Dear Kubo,

The player was asked for documents to carry out the self-exclusion procedure during the first contact, the process was launched. After a very short period of time, the player contacted the support team to provide him with bonuses, cashbacks, promo codes, etc., the player continued to actively use the site's services. We considered his application for bonuses as cancellation of his previous request for self-exclusion. After contacting again and identifying a complaint on casino.guru and realizing that the player really had problems, we closed the ability to make deposits. In addition, there were no restrictions on blocking an account - we believe that sending documents (which complies with our rules) is easier than making a deposit. If the player really has problems with the game, and not a desire to receive "cashback" in case of losing the deposit, then we do not interfere with closing the account after receiving verification documents, which is specified in our rules.

We noticed, that the player has been very active in other casinos: he placed a lot of comments and reviews and probably we are not the first casino he is dissatisfied with.

Dear Betunlim Casino,

I would like to bring to your attention that all emails I sent to you were forwarded to the Guru Team.

I have clearly stated my issue from the beginning and reiterated it multiple times, requesting that my account be closed due to the reasons I mentioned. If your priority is truly to protect players, as you claim, you would have closed or blocked my account at that time. As a result, the deposits made between November 23, 2024, and December 26, 2024, could have been prevented if my account had been blocked promptly. (Total around 2500$)

Gambling addiction is a serious issue, and as a casino management team, it should be a top priority for you to ensure the protection and well-being of your players.

Thank you

We acted exactly as stated in our rules, with high priority to protecting you and all our players.

Good day Mr.Kubo

Any updates?

Dear Alprince2001,

I apologize for the delay in my response. Due to technical issues, I missed some external notifications from the casino, but I can confirm that all claims have already been addressed.

To move forward, could you please confirm the total amount of deposits made to the casino from November 23, 2024? If possible, kindly provide either a screenshot of your cashier history (if it is still accessible) or a bank statement showing all transactions made to the casino. You can share the screenshots or PDF file in the complaint thread or send it to my email address at jakub.m@casino.guru.

Additionally, I’d like to ask if you have submitted the requested documents to the casino. If not, could you please clarify the reason for the refusal to provide them? Completing the verification process is strongly recommended, as it is necessary for the casino to ensure full protection for you in the future.

Thank you.

Dear Betunlim Casino,

Thank you for providing further clarification regarding this case. However, there are still several concerns about the steps taken following the player’s request to close their account due to gambling problems.

As previously mentioned, the verification process should not take precedence over addressing a self-exclusion request, especially when the player explicitly discloses a gambling problem. When a player takes the significant step of acknowledging their addiction, the casino must act promptly and decisively to prevent further harm. Ignoring, delaying, or downplaying such a request does not align with responsible gambling policies and does little to assist the player.

Players struggling with gambling problem often lack control over their actions while engaging in games. In such cases, it is the casino’s responsibility to intervene, offering appropriate assistance and adhering to responsible gambling principles. The decision to disregard a self-exclusion request because the player subsequently contacted support for additional bonuses is deeply concerning. This response essentially undermines the purpose of self-exclusion and shifts responsibility away from the casino, which should instead prioritize the player’s welfare upon disclosure of gambling issues.

Given the circumstances, I strongly believe that proper measures were not taken. Therefore, the player should be eligible for a refund of all deposits made after their self-exclusion request, which was not appropriately honored.

I look forward to your response and further clarification.

Dear Kubo.

This to let you know that I have sent email to you with the information requested.

Thank you

Unfortunately, most online casinos are quick and hassle-free when it comes to letting players deposit money and gamble, often requiring no verification or KYC. However, when it’s time to withdraw winnings or accountclosure, they delay the process, making it difficult for players to receive their money. The KYC process, which should be straightforward, suddenly takes days to complete.

Dear Kubo,

We do not agree with your conclusions, quote "Therefore, the player should be eligible for a refund of all deposits made after their self-exclusion request, which was not appropriately honored."

As we said early we have rules, which are listed on our website and which the player agrees to upon registration, if the player had not manipulated, the self-exclusion process would have been quick and without any questions.

We acted here exactly as stated in our rules!

P.S. I am afraid that this decision will encourage players to continue to frequently abuse the casino with such methods, referring to your decision and violating the prescribed rules of the casino.

"P.S. I am afraid that this decision will encourage players to continue to frequently abuse the casino with such methods, referring to your decision and violating the prescribed rules of the casino."

This is totally not acceptable and feels insulting.

If the casino acts promptly and stick to the responsible gambling policy, no player will be encouraged to abuse casino as you stated.

You have blocked the deposits option in my account which you could have done since I requested the account closure for the gambling addiction reason. But it was too late and I lost money. I have clearly mentioned in my second email this is your responsiblity after your careless of palyer protection.

Thank you

This is important

Most gambling operators, including BETUNLIM, are required to comply with responsible gambling policies. A player’s request for permanent self-exclusion due to gambling addiction should be honored immediately without unnecessary barriers.

While BETUNLIM policy states that an account must be verified before self-exclusion, it does not specify that this applies to permanent account closures due to addiction. Forcing verification in such cases can be seen as a delay tactic. And once a player declares they have a gambling problem, casinos are obligated to shut down their accounts immediately. If BETUNLIM is regulated, they may be in violation of their license terms by refusing the closure request.

Thank you

Dear Betunlim Casino,

Since the casino representative’s email has changed, I believe it is necessary to reiterate the discussion regarding this matter. I would like to reinvite the Betunlim Casino representative to this discussion to address the case further.

To respond to the casino’s latest statement:

"As we said early we have rules, which are listed on our website and which the player agrees to upon registration, if the player had not manipulated, the self-exclusion process would have been quick and without any questions."

With all due respect, if Casino Guru were to accept a casino’s proceedings as correct simply because they are stated in the rules, we would fail in our primary purpose. We cannot remain silent while players who openly express their gambling problems are allowed to continue playing and losing money simply because the casino insists on completing verification first. If a casino’s policy contradicts our position on responsible gambling, we must work to ensure the casino acknowledges this issue and takes steps to improve its process.

As I have emphasized multiple times in this complaint thread and in external correspondence, we fully recognize the importance of KYC verification. However, it should never come at the cost of further gambling harm. Players struggling with gambling issues can act impulsively, and the self-exclusion process should be as swift and unambiguous as possible. If a player’s account remains open despite their request to close it, they may feel unheard, which could lead to further impulsive deposits and losses. Gambling addiction is a medical condition, not an attempt to abuse the system. If a player’s access to their account is immediately restricted upon disclosing their gambling problem, the risk of any so-called "manipulation" is eliminated.

While I understand the casino’s concerns and acknowledge that some players may attempt to abuse self-exclusion policies, this does not appear to be the case here.. A player's self-exclusion request should trigger immediate action, even if verification is still pending. While verification is undoubtedly important, it must not take precedence over harm prevention.

We encourage players to complete their verification process as part of responsible gambling practices, but we cannot accept verification as an excuse to delay self-exclusion.

I always raise the bonus abuse comparison when discussing failed self-exclusions, and this is the perfect moment to do so again:

When a player is merely suspected of bonus abuse, their account can be closed within seconds. Yet, when a player explicitly requests to close their account due to a gambling problem, it suddenly becomes an insurmountable issue. Why the double standard?

I look forward to your response and appreciate your cooperation.

Hello, as we mentioned above, we do not agree with your conclusions, quote: "Therefore, the player should have the right to a refund of all deposits made after his self-exclusion request, which was not properly processed."

As we have already stated, we have rules that are outlined on our website, and the player agrees to them during registration. If the player had not manipulated the process, the self-exclusion would have gone smoothly and without any issues.

36.5 Our clients have the option to self-exclude. If you realize that you have a gambling problem, we recommend refraining from gambling and blocking your account. You can return to playing at BETUNLIM after the self-exclusion period ends. Your account will only be blocked once it has been fully verified. Please note that a photo of your ID/passport must be attached to your self-exclusion request. Send an email to support@betunlim.com with your document and desired self-exclusion period. If no period is specified in the email, it will automatically be set to 7 days. Please note that requests are processed within 2 business days.

1.6 If you do not agree to accept and comply with the Rules, please do not open an account and/or continue using your account. Placing a bet serves as evidence that the client agrees to these Rules. We acted exactly as stated in our rules.

The user claims that we refused to close their account. In fact, in the very first request, he attach a screenshot of an email where, allegedly, there was no response from us, but this is not true – we responded to each of their messages. Taking a photo of an ID and sending it in a reply email takes no more than a minute, but the user continued to repeat the same thing, ignoring our messages. Writing a new message with the same request takes much more time than sending a photo of a document. If the user truly wanted to close the account, they would have sent the verification document, rather than continuing to ignore our messages and later complaining that we ignored them, not vice versa. I am sending you a screenshot that the user provided at the beginning of their request, where they claim there was no response from us. I am also attaching the original correspondence between us and the user, where it’s clear that each of their messages received a reply with self-exclusion instructions. As you can see, our response was sent to the user within a minute. We value and share your opinion regarding players with gambling addiction, and we have currently reviewed our approach to blocking users in cases of gambling addiction to prevent such unpleasant situations in the future. However, in this case, we see no grounds for a refund. We acted in accordance with the rules that the user agreed to during registration.

Dear Betunlim,

I appreciate your response, but I must clarify several key points:

1. Incomplete Handling of My Self-Exclusion Request

I have already provided all email correspondence to Casino Guru, proving that I followed all necessary steps. If your responses were as prompt and on time, does not mean you acted in the right way or took correct action.

2. Neglecting Responsible Gambling Obligations

This is not about how long it takes to send an ID—it is about your failure to properly act on my self-exclusion request. A responsible gambling operator should have taken immediate action to prevent further deposits and gameplay, rather than allowing me to continue depositing and losing money.

3. Delayed Action After Further Losses

You blocked the deposit option only on December 26, 2024, after my last deposits on the same day. However, my self-exclusion request was made on November 23, 2024 meaning you failed to block deposits on time to prevent additional losses. This delay directly resulted in further financial harm, which should be refunded.

4. Contradictory Account Status & Marketing Emails

Even now, my account remains open—I cannot make deposits, yet I still receive promotional emails offering bonuses. This contradicts your claim of proper self-exclusion handling. If my account was meant to be restricted, it should have been fully closed, not left open while still receiving promotional materials.

5. Admission of Policy Issues

You admit reviewing your approach to handling gambling addiction cases. If your current policy would have prevented this situation, then your previous failure justifies my refund.

6. Regulatory Compliance

Many gambling regulators require immediate action on self-exclusion requests. Your delay in blocking deposits and keeping my account open while sending promotional offers demonstrates clear negligence.

Your response references sections 36.5 and 1.6 of your terms, but both highlight the failures in handling my self-exclusion request:

36.5 states that a self-exclusion request requires verification, yet it does not justify allowing continued deposits while awaiting ID submission. A responsible operator should have taken immediate preventive action, especially in cases of gambling addiction.

1.6 states that by placing a bet, a player agrees to the rules, but this does not override your obligation to enforce responsible gambling measures. Ignoring a clear self-exclusion request contradicts the intent of this policy.

While BETUNLIM policy states that an account must be verified before self-exclusion, it does not specify that this applies to permanent account closures due to addiction. Forcing verification in such cases can be seen as a delay tactic. And once a player declares they have a gambling problem, casinos are obligated to shut down their accounts immediately. If BETUNLIM is regulated, they may be in violation of their license terms by refusing the closure request.

Given these points, I request that you process my refund accordingly.

Looking forward to your response.

Thank you

Dear Betunlim Casino,

I would like to clarify our position on why the self-exclusion process should not be delayed or hindered by external factors - particularly incomplete or missing player verification.

The core purpose of responsible gambling initiatives is to protect players who struggle with controlling their gambling behavior. If players always acted rationally, such measures would not be necessary. However, self-exclusion tools exist precisely because rational decision-making can be impaired in cases of addiction. While I acknowledge your point that submitting an ID photo is quicker than repeatedly emailing about the issue, it is important to recognize the psychological conflict at play. An addicted player is torn between an overwhelming urge to continue gambling and the awareness that they need immediate intervention. A casino that genuinely upholds responsible gambling policies should understand this struggle and take proactive responsibility rather than relying solely on the player’s ability to act rationally. Simply shifting the burden back onto the player contradicts the very purpose of self-exclusion policies.

It is evident that the casino has the technical ability to block deposits (and ideally, even gameplay) on an account. If you were aware of the player’s gambling issue, why did you not take immediate action to prevent further deposits? You have stated that player protection was a priority, yet your actions suggest otherwise. Despite knowing the player was struggling with self-control, you prioritized verification over protection, allowing the situation to continue unchecked for over a month. The matter was only addressed after the player escalated their complaint to our platform.

I urge you to reconsider your approach and ask whether placing the full responsibility back on a vulnerable player aligns with genuine player protection. Kindly note that this is our final mediation attempt. If you choose not to refund the player, we will close this complaint as unresolved, which will result in black points being issued against the casino and a subsequent rating drop.

Additionally, based on the player's deposit history, I am adjusting the disputed amount to 2,888.60 CAD, starting with the 10.70 CAD deposit made on November 23, 2024, at 04:45 AM - after the casino had already acknowledged the player's gambling issue. While we typically allow a reasonable processing period of a few business days for self-exclusion requests to be handled, this case is different. The casino explicitly stated that self-exclusion would not be applied until verification was complete, leaving the player unprotected for an extended period.

I look forward to your response.

Dear Kubo. We have revised our decision in favor of the player and returned the funds of 2618 CAD to the balance. We don't know where you got the information about the amount of 2888.60 CAD. If necessary, we can provide the history of all his deposits starting from 23.11.2024 from 04:45 am.

Dear Betunlim,

Kindly send my refund directly to the skrill account used.

Please revise the amount

Dear User. Your funds are on your casino balance. You do not have the opportunity to use them to play, you can only withdraw funds. Before withdrawing funds you need to verify your account.

Dear Betunlim

The max withdraw is 100$ that shows on the skrill option. How would you expect me to withdraw 2888 with this limit???

When my balance was 0$ the withdraw limit was 3000$ on Skrill, and when my balance 2618$ when the money refunded, suddenly Skrill limit is 100$!!!!! See photos

Betunlim

There is no KYC option in the website

I have sent my ID as requested when the 100$ withdraw rejected.

Kindly verify my document so I can withdraw additionally, kindly assist me to withdraw the full refund at once.

Dear user, we have sent a request to the technical department regarding withdrawal limits. In this moment documents are on the verification. Please wait until the verification is completed. Verification of each document may take up to 14 working days from the moment of its receipt.

Dear Betunlim,

14 days for document verification!!!!🤔

(This is good to know also to mention on the casino reviews)

Dear Mr. Kubo,

Kindly keep this complaint open until I receive my full refund. Which i will update you on that.

Dear betunlim representative,

Kindly have someone to contact me directly by email to verify my document so it won't take long. As my cash here different (refund).

I haven't received anything yet till now about verification of my document. Which your system request only one document (ID)

Thank you

Hello,

I haven't received any updates about my document verification yet.

Hello,

I haven't received any updates about my document verification yet to get my refund. More than 3 days passed.

Dear User. The security service is responsible for checking documents. Your funds are safe, you will not be able to use them for playing, only withdrawal of funds. Wait for the end of the verification. Please be reminded that according to rule 3.7 the verification of each document may take up to 14 working days from the moment of its receipt. Wait for the verification to be completed.

Any updates regarding document verification????

That's impossible one document takes long time to get verified!!!

The responsible department should be contacted and to inform them this is should be done as it is a refund and the process should be same day. To finish this and close the complaint.

Dear Alprince2001,

I understand your frustration regarding the delay in verifying your documents. However, it is positive that the casino has agreed to issue your refund.

Please note that spamming the complaint thread will not speed up the process. I kindly ask for a little more patience while we await further updates.

Thank you for your understanding.

Thank you Kubo.

But don't you think or make sense that 14 days for verification!!!!

In the beginning stage of the complaint saying that they requested ID to close the account!! So means it will take same process long for verification!!!

As we all know this is a refund not a regular withdraw or winning.

Thank you.

Dear Alprince2001,

I hope you're doing well. I wanted to check in and see if there are any updates regarding your verification or withdrawal status.

Thank you for your patience.

Hello Mr. Kubo,

No updates yet.

Dear betunlim,

It is more than one now and I haven't gotten my document verification done yet and withdraw.

Thank you

Hello Betunlim,

I have sent my selfie with my document and a paper with the date and casino name on the same day of the request Feb 18, but i didn't receive anything yet.

Dear Betunlim Casino,

Could you kindly provide an estimated timeframe for completing the player's verification and allowing him to withdraw the refund?

Thank you for your assistance.

Good afternoon. Verification is complete.

Good afternoon.

I just made withdraw of 2618$ to my Skrill account. Awaiting for the transaction to be completed and receive the funds in my Skrill account.

Thank you

Good afternoon. Withdrawal of funds was successful. The account is blocked.

Dear Betunlim Casino,

Thank you for confirming and processing the refund. I truly appreciate your cooperation throughout this case and your willingness to reconsider in the spirit of fairness and a pro-player approach.

Dear Alprince2001,

Have you received the funds in your Skrill account yet?

Dear Mr. Kubo,

First of all, I would like to thank you for your assistance & support throughout this long complaint and the long process of the verification, a delay as usual the Guru Team is phenomenal.

Yes I have received the refund in my Skrill.

Thank you

Dear Alprince2001,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo