Taptap Casino - Igrači doživljavaju neuspešno samoisključenje u kazinu.

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 188BET Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?  
• Please specify the first time you contacted the casino support to request self-exclusion.  
• Did you send your request via email or live chat? Have you mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me the account closure requests that you sent to the casino with their replies? My email address is natalia.b@casino.guru.

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,

Natalia

I had permanently self-excluded myself from Tap-Tap/Bet188 while it was regulated by GSC. However, when the site switched to Anjouan Gaming's jurisdiction, they allowed me to access my account again. 

Dear player, can you please specify the date when you created your second account? Have you provided the same personal details as in your first self-excluded account (name, surname, date of birth, address)? Have you used the same payment method for deposits that you used in your first account?

Were your accounts both verified? Have you passed a full KYC verification?

I don't recall the creation date of the second account. However, that account used the same Know Your Customer (KYC) verification, utilizing the national identification document issued by my country.

I also used the same bank, registered under my name, RINALDI ****, to make the deposits.

Everything is registered in my name.

"I went through the full KYC process, using the same nationally issued identity. After suffering significant financial and mental health losses, I contacted 188Bet/taptap through their customer chat. Their only excuse was that I was allowed to play because they had shifted licenses

This was the only reason they gave: because they had moved jurisdictions."

This is proof that my account was left active, which made my addiction worse as my permanent self-exclusion was ignored by 188bet/taptap

They were aware of my identity, but used a change of jurisdiction as a reason for my previous permanent self-exclusion to no longer be valid. As a player who had enacted a permanent self-exclusion, I consider this a trap and believe others may fall victim to it."

Dear player, do you have any emails from the casino that confirm your identity was verified twice for both your old self-excluded account and your second account? Could you please forward those confirmations to natalia.b@casino.guru?

Please, specify when your second account was closed. Was it closed upon your request?

"I've emailed you the details. After passing the KYC verification, I was able to deposit and withdraw funds. They were aware it was my account, as per our chat history. Despite this, they let me fall back into addiction, resulting in substantial losses. It was only after this that they closed my account.

Deal player, can you please share your original self-exclusion request that you sent to the casino? I can see their response among the attachments you forwarded, but there's no self-exclusion request itself. Please forward it to natalia.b@casino.guru. Thank you.

"I have sent you an email."

Permanent self-exclusion was provided through their site by answering questions. I completed it and have received a reply that my account was permanently closed at that time." 

Dear player, can you please provide evidence of your initial self-exclusion request? How did you contact the casino to request self-exclusion? Whom did you get the questionnaire from? Did the casino support provide you with the questionnaire as a response to your self-exclusion request?

Please forward the proof of your first original self-exclusion request to my email natalia.b@casino.guru.

​I contacted the casino through their website to request permanent self-exclusion. I received the email from support-in@188bet.email.

​My permanent self-exclusion has been approved.

​I provided this to you in a previous email.

They acknowledged that I am a vulnerable player. However, they still granted permission because they consider my permanent self-exclusion to be invalid as they have moved jurisdictions.

They do not acknowledge the previous permanent self-exclusion due to a change in jurisdiction.

​This is evident from my conversation with their customer service.

​Therefore, I am bringing this issue here.

I want tap-tap/188bet to respond to this here. Because when I contacted them through their customer service, I did not receive an answer as to why I was allowed to play again.

A permanent self-exclusion agreement should not be violated by a change in jurisdiction.

But they violated it.

I want them to answer so that the public can see their response regarding this violation."

Dear player, do I understand correctly that you requested self-exclusion via live chat? Do you have any chat transcripts or screenshots of that request? Can you please share them here or send them to my email at natalia.b@casino.guru?

Although I did not save the conversation, I possess email confirmation from them stating that my application for permanent self-exclusion was approved."

want to ask 188BET/TapTap why a change in jurisdiction cancels a permanent self-exclusion?

Can you bring them here?"

Dear player, unfortunately, we cannot continue investigating this case without receiving a copy of your self-exclusion request or any other supporting evidence showing that such a request was submitted to the casino. Since this information is essential to verify your claim, and it has not been provided despite multiple reminders, we cannot proceed further.

Due to the aforementioned reasons, this complaint will now be rejected. 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.

Regards,

Natalia