Get's Bet Casino - Zahtev za samoisključivanje igrača se ignoriše.

Hello, my name is Cristina and I believe that Gets Bet violated my player rights. On February 3rd I sent them an email in which, among other things, I asked them to self-exclude me from the site. The email was read, they answered some of my questions but my self-exclusion was completely ignored. At that time, my account was self-excluded for 6 months, which expires on February 12th. On February 12th they reopened my account and allowed me to make deposits, although in another email I asked them how they don't realize when a player is addicted. I believe that they violated the law and I requested a refund of the amounts deposited on February 12th. They ignore my refund request and I answer my

completely different things. I attached evidence in which I requested their self-exclusion or talked about the case

my.Thank you

Buna ziua ma numesc Cristina si consider ca Gets Bet mi au incalcat drepturile de jucator.In data de 3 februarie le am trimis un email in care primtre altele le am cerut autoexcluderea de pe site.Emailul a fost citit mi au raspuns la unele intrebari dar autoexcluderea mi a fost ignorata complet.La acea data contul era autoexclus pe 6 luni ,si care expira pe 12 februarie.In data de 12 februarie mi au redeschis contul si mi au permis depuneri desi in alt email ii intrebam cum nu isi dau seama cand un jucator este dependent .Consider ca au incalcat legea si le am solicitat rambursarea sumelor depuse pe 12 februarie.Imi ignora cererea de rambursare si imi raspund la

cu totul alte lucruri.Am atasat dovezi in care le solicitam autoexcluderea sau vorbeam desore cazul

meu.Multumesc

Dear Agora, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I sent you an email.

V am trimis email

Thank you for your emails.

First of all, could you please forward me the original email you sent to the casino on February 3? Please send the entire email thread, rather than just a screenshot.

I have received several screenshots from you, including an email from January 26, where you informed the casino that you had already been self-excluded from another casino with the Romanian license. Could you please confirm if you are listed in the Registry of Self-excluded Persons maintained by the ONJN? If so, could you kindly provide the document confirming your inclusion in this register?

I will send you an email and redirect your messages with them. Regarding my self-exclusion at ONJN, I submitted the request on January 22nd and am on the lists of those who are self-excluded.

iti voi trimite email si iti voi redirectiona mesajele cu ei.Legat de autoexcluderea mea la ONJN,am depus cererea pe 22 ianuarie si sunt pe listele celor autoexclusi.

Ms. Veronika, I sent you emails from the email I used to chat with them, namely

Dra Veronika v am trimis emailuri de pe emailul cu care am conversat cu ei si anume cristin_sauciuc@yahoo.com

And yes, I am self-excluded on countless sites starting December 1, 2023. I even had a self-exclusion even on the conticasino site which is on the same license as getsbet. In the emails with them, they were aware of the fact that I wanted to close the account. Thank you

Si da,sunt autoexclusa pe nenumarate situri incepand cu 1 dec 2023.Ba chiar aveam o autoexcludere chiar si pe situl conticasino care este pe aceeasi licenta cu getsbet.In emailurile cu ei,aveau cunostinta de faptul ca doresc închiderea contului.Multumesc

I find it hilarious that in the decision they sent me it says, "By requesting and using a GetsBet account, the client declares that they do not have gambling addiction problems...", when in fact in all my correspondence with them I only wrote that I was self-excluded, that they should check self-excluded and undesirable people, etc.

Mi se pare hilar ca in hotararea pe care mi au trimis-o scrie ,,Prin cererea si utilizarea unui cont GetsBet clientul declara ca nu are probleme de dependente de jocuri de noroc…,,cand de fapt in toata corespondenta mea cu ei doar asta scriam ca sunt autoexclusa ca ar trebui sa verifice persoanele autoexcluse si indezirabile ..etc.

Did you send the self-exclusion request to the ONJN via post? Do you have any evidence from ONJN that your registration was successful?

Also, I still have not received your self-exclusion request from 3 February that you sent to Get's Bet Casino. Please forward me this email in its original form, not as a screenshot.

Hello Ms. Veronica, as I said at the beginning, in my discussions with Getsbet I only talked about self-exclusions, refunds and player protection. In the email of February 3, I requested, among other things (see point 2), permanent self-exclusion from the site and avoidance of other financial losses. On January 26, I sent them another email containing the following text,,Also, given that self-exclusion is intended to protect vulnerable players and prevent their access to gambling, I believe it is important that it be respected at the level of the entire licensed market, not just at the level of the individual platform. If this is not yet implemented on your platform, I would appreciate further clarification on how this process is regulated and implemented according to national legislation and the instructions issued by ONJN.

In this context, I would request an additional analysis of the situation, considering the possible gaps in the implementation of the legal regulations regarding self-exclusion.,,and they did not take any action. On February 12th, I sent them an email asking them why they ignored my requests in the email, they closed my account for addiction. Doesn't it seem unfair to you? On January 22nd, I submitted a request for self-exclusion to the ONJN headquarters and this came into effect sometime after February 10th, as confirmation I am sending you what I received from other casinos. In another vein, I have forwarded all the emails with them that contained the words self-exclusion addiction gambling problems. Thank you!

Buna ziua Dra Veronica,asa cum am spus si la inceput,in discutiile mele cu Getsbet am vorbit numai despre autoexcluderi rambursari si protectia jucatorului.In emailul din3 februrie le solicitam printre altele (a se vede la punctul 2)autoexcluderea permanenta de pe site si evitarea altor pierderi financiare.In data de 26 ianuarie le am trimis alt email care contine urmatorul text,,De asemenea, având în vedere că autoexcluderea este menită să protejeze jucătorii vulnerabili și să prevină accesul acestora la jocuri de noroc, consider că este important să fie respectată la nivelul întregii piețe licențiate, nu doar la nivelul platformei individuale. Dacă acest lucru nu este implementat încă pe platforma dumneavoastră, aș aprecia o clarificare suplimentară asupra modului în care acest proces este reglementat și implementat conform legislației naționale și instrucțiunilor emise de ONJN.

În acest context, aș solicita o analiză suplimentară a situației, având în vedere posibilele lacune de implementare a reglementărilor legale privind autoexcluderea.,,iar ei nu au luat nici o masura.In data de 12 februarie si le am trimis un emai in care i intrebam doar de ce mi au ignorat cererile din email ,mi au inchis contul pentru dependenta.Nu vi se pare oare nedrept?pe data de 22 ianuarie am depus la sediulONJN cerere de autorexlcudere iar aceasta a intrat in vigoare undeva dupa 10 februarie,ca si confirmare va trimit ce am primit de la alte cazinouri.In alta ordine de idei v am redirectionat toate emailurile cu ei care contineau cuvantul autoexcludere dependenta probleme de gambling.Multumesc!

Dear Veronika, I received an email from them, it seems aberrant to me but that's it, I imagine you won't receive another answer either. I feel very disappointed and sad. Thank you for everything you do. Respect🙏🏼

Draga Veronika ,am primit un email de la ei ,mi se pare aberant dar asta este ,imi inchipui ca nici voi nu veti primi alt raspuns.Ma simt foarte dezamagita si trista .Multumesc pentru tot ce faceti .Respect🙏🏼

Thank you for your email. Unfortunately, I have repeatedly requested that you forward the email you allegedly sent to the casino on February 3, in which you requested self-exclusion due to gambling addiction. However, you have not provided it.

At that time, your account was closed because you had set a 6-month self-exclusion in your account. Once this period ended, your account was automatically reopened, and you were able to deposit and play again. Since the casino was not aware of your ongoing gambling issues at that time, and you had not yet self-excluded via ONJN, we are unable to request a refund for the deposits you lost on 12 February.

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.

Best regards

Veronika

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