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Dear Casino Guru Team,

I would like to file a complaint against the online casino Bet It All (7betitall5.com).

I had won about €80,000 there and contacted customer service several times because I wanted to exclude myself from playing because I noticed that I was losing control.

I specifically asked if my account could be blocked from playing, but still allow withdrawals. Unfortunately, this request was declined – I was told that if my account was blocked, withdrawals would no longer be possible.

For this reason, I couldn't stop myself and lost over €74,000 within a short period of time.

After I submitted a written complaint to support, my account was locked without any explanation. Since then, I can no longer log in or request a password reset—and I no longer receive any emails.

I consider this approach completely unfair and a violation of responsible gaming. I have saved screenshots of the chats, my balance, my losses, and the denied ban, and I am prepared to provide all evidence.

I ask for your help in obtaining a refund or at least partial compensation.

Best regards

Devrim ****

Sehr geehrtes Casino Guru Team,

Ich möchte eine Beschwerde gegen das Online-Casino Bet It All (7betitall5.com) einreichen.

Ich hatte dort etwa 80.000 € gewonnen und habe den Kundenservice mehrmals kontaktiert, weil ich mich selbst vom Spielen ausschließen lassen wollte, da ich gemerkt habe, dass ich die Kontrolle verliere.

Ich habe explizit gefragt, ob man mein Konto für das Spielen sperren kann, aber trotzdem die Auszahlung des Guthabens möglich ist. Leider wurde dies abgelehnt – mir wurde gesagt, dass bei einer Sperrung auch keine Auszahlung mehr möglich sei.

Aus diesem Grund konnte ich mich nicht stoppen und habe innerhalb kurzer Zeit über 74.000 € wieder verspielt.

Nachdem ich mich schriftlich beim Support beschwert habe, wurde mein Konto ohne jede Erklärung gesperrt. Seitdem kann ich mich nicht mehr einloggen und auch keine Passwort-Zurücksetzung anfordern – ich bekomme keine E-Mails mehr.

Ich empfinde dieses Vorgehen als absolut unfair und als Verstoß gegen verantwortungsvolles Spielen. Ich habe Screenshots der Chats, des Guthabens, meiner Verluste und der verweigerten Sperre gesichert und bin bereit, alle Beweise bereitzustellen.

Ich bitte um Hilfe dabei, eine Rückerstattung oder zumindest eine teilweise Entschädigung zu erreichen.

Mit freundlichen Grüßen

Devrim ****

Dear Devrim,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetItAll Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you informed the casino about suffering from any gambling problems or struggling to control your gambling recently or in the past?
• Could you please share with me your self-exclusion attempts?
• Did the casino inform you about the reason why your player's account was blocked?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Devrim,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.