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I have permanently banned myself from Betandplay Casino due to my gambling addiction. An employee lured me back into the casino with a bonus, whereupon I gambled away €3730. I demand that the casino immediately refund me this amount, as a casino is not permitted to lift a ban. I have permanently banned myself from the casino. An employee lured me back into the casino with a bonus.

Ich habe mich beim Betandplay Casino dauerhaft !!!!!!! Wegen meiner Spielsucht sperren lassen. Ein Mitarbeiter hat mich mit einem Bonus ins Casino zurückgeholt worauf ich 3730 Euro verspielt habe. Ich fordere damit das Casino auf mir umgehend das Geld von 3730 Euro zurückzuüberweisen da es einem Casino nicht erlaubt ist eine Sperre aufzuheben.Ich habe mich bei dem Casino dauerhaft !!!!!!! sperren lassen. Ein Mitarbeiter hat mich mit einem Bonus ins Casino zurückgeholt

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Betandplay Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently still have access to your account?
• What communication channels have you used to request a self-exclusion from the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good day !

The self-exclusion at that time was carried out via email address.

But 3 days ago I received an email enticing me with a €20 deposit bonus, which fully reactivated my gambling addiction... €3730 loss... (My financial situation has been completely ruined).

Two days ago, I demanded that the casino reimburse me for my losses incurred after re-entering the gambling scene because it had encouraged a gambling addict to gamble again after self-exclusion.

I then received an email stating that my account had been closed.

Today I logged into the casino and I was able to deposit again!

I also read that the same tactic was used on another player.

Guten Tag !

Der damalige Selbstausschluß wurde über die Email Adresse getätigt.

Aber vor 3 Tagen bekam ich eine Email in der ich aufeinmal mit 20 Euro Einzahlung und einem Bonus wieder geködert wurde was meine Spielsucht wieder voll aktiviert hat... 3730 Euro Verlußt... ( Meine Finanzlage gegen die Mauer gefahren ) .

Vor 2 Tagen forderte ich das Casino auf mir meine Verlußte die nach dem Wiedereinstieg entstanden sind zurückzuzahlen weil es einen Spielsüchtigen nach Selbstausschluß wieder zum spielen animiert hat.

Darauf bekam ich nur eine Email das mein Konto geschlossen wurde.

Heute habe ich mich eingeloggt beim Casino und ich könnte wieder einzahlen !!!!!!!

Ich habe auch gelesen das dieselbe Masche bei einem anderen Spieler angewendet wurde.

Thank you for your response. Could you please forward your original self-exclusion request as well?

I look forward to your reply.

Dear Porzellanpaul,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru