Betmica Casino - Kazino ignoriše zahtev igrača za samoisključenje.

I am asking you to investigate a serious responsible-gambling issue involving BetMica.

For approximately two weeks, I have repeatedly contacted BetMica requesting that my account be self-excluded. Despite making my wishes absolutely clear, they have failed to action my request.

Instead, I have repeatedly been told to complete forms or contact support, while support itself has failed to assist me. My emails have either been ignored or have not resulted in my account being self-excluded.

I find this extremely concerning.

I am not asking BetMica for a bonus, withdrawal, refund or any other discretionary service. I have explicitly told them that I want to self-exclude from gambling with them, yet they continue to leave my account active.

The whole purpose of self-exclusion is to protect a customer who has recognised that they should no longer be able to gamble. It is therefore completely unacceptable for an operator to create unnecessary obstacles, repeatedly direct a customer elsewhere, and then ignore clear requests to self-exclude.

I have retained records of my communications showing that I have been requesting self-exclusion for around two weeks. During this period, BetMica has failed to provide me with a meaningful resolution.

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Dear pgibbyuk1,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hi

It was a request for a permanent self-exclusion. They would not do it. They kept asking me to email the "blocking" team which I did and they never did anything or replied to me.

The process to self-exclude is not available and they are making me stay against my will.

Thank you for your reply.

However, I have not received any emails from you yet. Please forward me the self-exclusion requests that you sent to the casino at veronika.f@casino.guru.

If you have received any responses from the casino in the meantime, or if you have been in contact with them through any other communication channels, please forward those conversations to me as well.

I appreciate your cooperation.

I have sent you the screenshots.

Thank you for your email.

Could you please specify which form you referred to in your emails to the casino's customer support? If possible, please also forward me a copy of the form you completed.

If possible, please forward me the communication between you and the casino's customer support regarding your self-exclusion requests as full, uncropped emails, preferably as .eml attachments. The cropped screenshots you have provided so far are not sufficient evidence for our investigation.

Thank you for your understanding and cooperation.