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Hello. The casino claims to be committed to responsible gaming and yesterday I communicated my gambling addiction. More than 24 hours have passed and the chat support tells me to wait till Monday for the developers to be available. They are not allowing me to set limits or blocking deposits while setting up the exclusion

Hola. El casino asegura estar comprometido con el juego responsable y ayer comuniqué mi adicciòn al juego. Han pasado más de 24 horas y desde el chat me dicen que espere al lunes para que estén los programadores. No me permiten establecer límites ni bloquean los depósitos mientras establecen la exclusión

Dear juliobit8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Best regards,

Petronela

 

Thanks for your answer.

I just forwarded you the email I sent to Scoobybet. In the text it says the following: "Hello.

"I am addicted to gambling and I want to permanently exclude myself."

Gracias por tu respuesta.

Acabo de reenviarte el correo que envié a Scoobybet. En el texto pone lo siguiente: "Hola.

Soy adicto al juego y quiero autoexcluirme se manera permanente."

I keep losing money because I'm sick (another 300 today). My surprise, when trying to withdraw, is that I couldn't. I always deposited with a visa (spony) and the only time I won 225 euros I couldn't withdraw it. The chat did not know how to provide a solution (I have videos and photos). I feel completely scammed.

Of course, they do not allow you to block deposits or set limits.

Sigo perdiendo dinero porque estoy enfermo ( hoy otros 300). Mi sorpresa, al intentar retirar, es que no podía. Deposité siempre con visa ( spony) y la única vez que gané 225 euros no pude retirarlos. El chat no sabía dar una soluciòn ( tengo vídeos y fotos). Me siento completamente estafado.

por supuesto, no permiten bloquear depòsitos o establecer límites

Thank you, juliobit8, for your forwarded email. Could you please forward the entire communication between you and the casino? Is your account still accessible? Was your initial request acknowledged?

Hello. Yes, I can still access the account and deposit.

All communication regarding withdrawals was through chat. They asked me to clear the cache and try again. I did it and it still gave an error, I tried from another device and it couldn't either. Support just said it was my PC's fault.

I send you the video in which my withdrawal is denied.

Hola. Sí, todavía puedo acceder a la cuenta y depositar.

Toda la comunicación sobre los retiros fue a través del chat. Me pedían que borrase el cache y lo intentase de nuevo. Lo hice y seguía dando error, probé desde otro dispositivo y tampoco podía. El soporte se limitó a decir que era culpa de mi pc.

Te envío el vídeo en el que se me deniega el retiro.

I'm desperate. My account is still open and they make excuses for me in the chat. They say it will probably close tomorrow. (and that I can reactivate it when I request it). I WANT A PERMANENT EXCLUSION. I keep losing money

Estoy desesperado. Mi cuenta sigue abierta y en el chat me ponen excusas. Dicen que seguramente se cierre mañana. ( y que la podré reactivar cuando lo solicite). QUIERO UNA EXCLUSIÓN PERMANENTE. Sigo perdiendo dinero

Dear juliobit8,

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Scooby Bet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@scoobybet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Right afterward, we will contact the casino and ask for their explanation.

I followed your advice and sent the email (another one)

I had already done it on other occasions and they ignored my request (both by email and chat). What's more, when they denied my self-exclusion I asked to limit the deposits and they also refused. When I insisted every day, they told me that they had already established a deposit limit (but they still haven't processed the exclusion, which is what I really want.

I have continued to lose money so I would like to set the disputed amount at 600 euros. I feel like they are taking advantage of my gambling problem.

He seguido tu consejo y he enviado el correo ( otro más)

Ya lo había hecho en otras ocasiones e ignoran mi solicitud ( tanto por correo como por el chat). Es más, al denegarme la autoexclusión pedí limitar los depósitos y también se negaron. Al insistir todos los días, me dijeron que ya habían establecido límite de depósito ( pero siguen sin tramitar la exclusión que es lo que realmente quiero.

He seguido perdiendo dinero así que me gustaría establecer la cantidad en disputa en 600 euros. Siento que se están aprovechando de mi problema con el juego

I've observed that you submitted your request on December 1st, and you were informed that your account would be blocked on Monday the 4th. Nevertheless, it appears that the block was implemented a day later on the 5th. Is my understanding accurate?

Yeah.

I requested the exclusion in the middle of the afternoon on day 1 explaining my gambling addiction (chat and email), as on day 2 my account was still open I insisted on the exclusion and they told me that it would become effective on Monday at 8 in the morning (I asked that , at least I could set deposit limits or block them and they denied my request).

On Monday at 7:30 p.m., my account was still open and I was continuing to deposit. I contacted the chat and they kept making excuses until I threatened to report this case to Casino Guru. (On the 5th I received an email telling me that I cannot access the account since last night, that is, they blocked the account in the early hours of the 4th to the 5th)

It seems very reckless to me not to be able to block the account of a player who admits to having problems with the game for almost 5 days. And even more so when the first notice was made during the work hours of the "programmers" (the casino's own words). Responsible gaming tools should be accessible in the player's account

Sí.

solicité la exclusión a media tarde del día 1 explicando mi adicción al juego ( chat y correo), como el día 2 mi cuenta seguía abierta insistí en la exclusión y me dijeron que se haría efectiva el lunes a las 8 de la mañana ( pedí que, por lo menos pudiese establecer límites de depósito o bloquearlos y denegaron mi solicitud).

El lunes a las 19:30, mi cuenta seguía abierta y yo continuaba depositando. Contacté con el chat y me seguían poniendo excusas hasta que amenacé con denunciar es caso en casino guru. ( el día 5 me llegó un correo para decirme que no puedo acceder a la cuenta desde anoche, es decir, bloquearon la cuenta la madrugada del 4 al 5)

me parece muy imprudente, no poder bloquear durante casi 5 días la cuenta de un jugador que reconoce tener problemas con el juego. Y más cuando el primer aviso se realizó en el horario de trabajo de los "programadores "( palabras del propio casino). Las herramientas de juego responsable deberían estar accesibles en la cuenta del juegador

Ideally, players should have the ability to instantly block their accounts, especially upon acknowledging a gambling issue. However, the practicality of immediate account blocking varies among casino departments. This is why we adhere to a 72-hour processing period (limited to working days) for self-exclusion requests. In your case, you submitted the self-exclusion over the weekend, and your account was successfully blocked on Monday evening, falling within the acceptable timeframe.

As part of our efforts to assist you further, did you happen to retain your cashier history containing details of your recent deposits prior to the permanent blocking of your account?

Hello. The closure request was not made on the weekend but on Friday (the hours of those in charge of exclusions are from 8 a.m. to 8:00 p.m. and my request was at 5:30 p.m.) and the closure was not on Monday but on Tuesday at dawn, that is, more than 72 hours passed.

I send you deposit confirmation emails

Hola. La solicitud de cierre no se hizo el fin de semana sino el viernes ( el horario de los encargados de las exclusiones es de 8 a 20:00 y mi solicitud fue a las 17:30) y el cierre no fue el lunes sino el martes de madrugada, es decir, pasaron más de 72 horas.

te envío los correos de confirmación de depósitos

Good morning,

I hope you're fine!

We are sorry what happened to you and understand your frustration.

Player ban requests are currently processed manually DURING BUSINESS HOURS (MONDAY FRIDAY). We receive several emails support@scoobybet.com

I attach photos of your exclusion request and our response

The chat assistant can access the email but cannot exclude users during holidays. We read your emails and on the 5th we restricted your account. You will not be able to deposit and you will not be able to play any games, your promotional emails have been suspended from day 5, those already scheduled in the past unfortunately cannot UNSEND.

In a few days, a responsible player page will be active on our site where anyone who wants will be able to self-exclude themselves without having to wait. I attach the photo to you.

We hope you can resolve your gambling addiction as soon as possible.

Greetings

The photos that scoobybet attaches are from Tuesday, December 5, where I followed casino guru's advice. The first request is made on Friday the 1st, at 5:30 p.m. (working hours)

I would appreciate scoobybet not trying to manipulate the information and doing a little self-criticism.

thank you

Las fotos que adjunta scoobybet son del martes 5 de diciembre, en donde sigo el consejo de casino guru. La primera solicitud se realiza el viernes día 1, a las 17:30 ( horario laboral)

agradecería a scoobybet que no intente manipular la información y hagan un poco de autocrítica.

gracias

Good morning again

I hope you're fine

We certainly don't manipulate any information, we send photos of what happened.

on December 5th at around 12.30pm you sent the email at 4.30pm on the same day we restricted your account (see photo above).

We frankly believe that you are exploiting your gambling addiction to try to profit from it.

If GURU needs further clarification, we are here..

Greetings

The first contact was through chat on Friday afternoon.

If you are minimally honest and committed to responsible gaming, you can review it

By the way, I would appreciate it if you would stop sending me emails with promotions

el primer contacto fue a través del chat el viernes por la tarde.

Si sois minimamente honrados y comprometidos con el juego responsable, podéis revisarlo

Por cierto, agradecería que dejasen de enviarme correos con promociones

Good morning again

I hope you're fine

See photos

promotional emails were deactivated on December 5th. Unfortunately those already scheduled cannot be deleted, unfortunately you will receive more until the scheduled ones end.

Greetings

Thank you to both parties for providing clarification.

Dear juliobit8,

I acknowledge the less-than-ideal circumstances surrounding your self-exclusion request. You initiated the self-exclusion on Friday afternoon, and despite the account remaining open over the weekend, it was eventually blocked on Tuesday afternoon. While immediate blocking would be preferable, we adhere to a 72-hour processing period (excluding weekends), which translates to approximately 48 working hours in this instance.

It is encouraging to learn that Scooby Bet is actively working on implementing new tools to enhance the user-friendly aspects of responsible gambling, aiming to prevent such situations in the future. Regrettably, we are unable to offer assistance in your specific case.

I wish I could provide more assistance in resolving this matter. Although we cannot address your concern in this instance, please feel free to reach out if you encounter any issues with other casinos in the future. Given the circumstances outlined above, I am compelled to reject this complaint. Thank you for your understanding.

Best regards,

Petronela

Casino.Guru

We've reopened this complaint as per the player's request. We would like to be involved to give this case one more chance to get resolved and help both parties to reach a satisfactory conclusion.

Additional player's comments:

Thanks to this complaint (and following the steps that Casino Guru recommended) I managed to exclude myself from this casino for life.

Today I managed to access my account and deposit 300 euros. The casino does not fulfill its commitment to responsible gaming.

(email in which I clearly explain my problem with the game and request the permanent closure of my account)

We’ve reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional player's comments:

Gracias a esta queja ( y siguiendo los pasos que me recomendaba Casino Guru) conseguí excluírme de por vida de este casino.

Hoy he conseguido acceder a mi cuenta y depositar 300 euros. El casino no cumple su compromiso con el juego responsable.

(correo en que claramente explico mi problema con el juego y pido el cierre permanente de mi cuenta)

Thank you very much, juliobit8, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Good morning

the customer requested via chat and via email to reactivate your account.

The player, again via chat, after losing 200 euros, requested a refund so as not to reopen the complaint.

He then expressly requested via email the reopening of his account with the removal of the previous restrictions

N.B. the player has been sent information and photos on how to self-exclude himself within our casino. Responsible gaming page.

I think you are not aware of what it means to have a gambling problem, which is very dangerous if you run a casino.

What is the point of excluding myself from my account if later, in a relapse, the account is reopened with a simple email and without asking a single question? I sent the email at the beginning of December, do you think that gambling addiction can be cured in 15 days?

If you had closed my account permanently, as I requested, none of this would have happened

You were interested in opening it because I am a player that gives you many benefits. It is shameful

Yo creo que no sois conscientes de lo que es tener problemas con el juego, lo cual es muy peligroso si regentáis un casino.

¿ de qué sirve autoexcluírme en mi cuenta si luego, en una recaída, se reabre la cuenta con un simple correo y sin hacer ni una sola pregunta?. El correo lo envié a principios de diciembre, ¿ creéis que en 15 días se cura la ludopatía?

si hubieséis cerrado mi cuenta de manera permanente, como solicité, nada de esto hubiese pasado

os interesaba abrirla porque soy un jugador que os da muchos beneficios. Es vergonzoso

We attach photos of the email received from the player (request to reactivate account) and of the related reply email sent to the player

with the instructions for permanently closing the account as sent via email to the player

You have requested account reactivation via chat

The assistant rephrased your question by asking: What do you intend to do? You replied: I want to reactivate the account. The assistant told you send an email to support@scoobybet.com

Your account was reactivated after your request via email.

You don't want to understand.

My account was already closed after the complaint I opened at the beginning of December. Your duty was to keep it closed even if I requested reopening, since I told you that I had problems with the game.

You should reflect on the way you ensure the safety of your players.

No queréis entender.

Mi cuenta ya estaba cerrada tras la queja que abrí a principio de diciembre. Vuestro deber era mantenerla cerrada aunque solicitase la reapertura, ya que os indiqué que tenía problemas con el juego.

Deberíais reflexionar sobre la manera que tenéis de velar por la seguridad de vuestros jugadores.

Unfortunately we are not doctors, psychologists or investigators.. we just manage our own mess.

We cannot know when a player actually suffers from this pathology or when his pathology resolves. We cannot require medical reports from the player in order for him to play or not in our casino.

We trust the written statements via email from the players.

We hope that in the coming year you can first of all find a healthy balance to be able to play responsibly.

Precisely since you are not doctors or psychologists, what you have to do, when someone recognizes their gambling addiction and requests closure for life, is simply to close the account forever.

I appreciate your words and I hope to win in 2024 this battle that has cost me so much trouble over too many years.

Precisamente como no sois médicos, ni psicólogos, lo que tenéis que hacer, cuando alguien reconoce su adicción al juego y solicita el cierre de por vida, es eso simplemente, cerrar la cuenta para siempre.

Agradezco vuestras palabras y confío vencer en 2024 esta batalla que tantos disgusto me ha costado a lo largo de demasiados años.

HI

We hope you are well and have started the new year in a positive way.

1) You had your cassount limited: you couldn't deposit and you couldn't play any games.

2) You have requested via chat and email to remove any restrictions from your account. In chat they asked you twice what you intended to do? You replied that you wanted to re-enable the account. The chat assistant invited you to write an email (support@scoobybet.com)

3) You sent an email to reactivate your account. Before activating your account we responded to your email informing you how to permanently close your account independently. After that your account has been rehabilitated.

4) You have deposited a total of €200. Unfortunately you had no winnings.

5)You requested a refund in the chat so as not to reopen the complaint. BUT YOU YOURSELF HAVE PERMANENTLY CLOSED YOUR ACCOUNT.

In our opinion we have not committed any irregularity: we have done what you asked us by informing you via mai (with photo and description) how you could have closed your account independently.

You've deposited, you're out of luck and you're trying to request a refund using Guru. Mahhha...

I'm not going to continually exchange messages with you.

You have explained your point of view and I have explained mine, the evidence on both sides is there. I will wait for casino guru to determine if the way to manage a permanent exclusion was correct.

What is clear is that if the account had been closed for life (as I requested due to my addiction) I would not be claiming 100, 200, or 300 euros.

WHAT I WANTED WAS FOR YOU TO CLOSE MY ACCOUNT SO I WOULD NOT PLAY ANYTHING

No voy a intercambiar mensajes continuamente con vosotros.

Habéis explicado vuestro punto de vista y yo el mío, las pruebas de ambas partes están ahí. Esperaré a que casino guru determine si la forma de gestionar una exclusión permanente ha sido la correcta.

lo que está claro es que si la cuenta se hubiese cerrado de por vida ( como solicité debido a mi adicción) no estaría reclamando ni 100, ni 200, ni 300 euros.

LO QUE QUERÍA ERA QUE CERRASÉIS MI CUENTA PARA NO JUGAR NADA

Dear Scooby Bet Casino team,

thank you very much for your cooperation. It is clear that the player has informed your support about their gambling addiction. In such cases, the account should be closed immediately without any possibility of reopening. It is evident that there was a restriction on the player's account, preventing them from playing or making deposits. Is there any justification for lifting this restriction? Please be aware that allowing such a player to resume playing after receiving this information is not acceptable.

HI

I hope you're fine

Certainly! THE CUSTOMER'S ACCOUNT HAD RESTRICTIONS was reopened at his REQUEST to be permanently closed directly by him from his account.

See email with instructions sent to the customer.

We also consulted a lawyer with a law firm in Malaga as the player is of Spanish origins. The player should present a certificate issued by a certified medical institution declaring "pathological addiction to gambling, with diagnosis F63.0".

Dear Scooby Bet Casino team,

I don't think it's necessary to ask for a "certificate from a certified medical institution stating "pathological gambling addiction, diagnosed as F63.0". It is certainly not standard.

As you stated above:

We cannot know when a player actually suffers from this pathology or when his pathology resolves. We cannot require medical reports from the player in order for him to play or not in our casino.

We trust the written statements via email from the players.

The player clearly expressed experiencing a gambling problem and requested exclusion for life. Such accounts should never be reopened, with limited exceptions including a relevant process (sufficient cooling-off period, questionnaire...). It shouldn't be so easy for addicted gamblers to return and play. I'm very sorry, but I believe the player deserves a refund. Can I kindly ask you to reevaluate your position, or is it final?

HI

We respect your advice but we believe that it is the player's practice to carry out these actions which, to say the least, in our opinion seem "fraudulent"

We think that this type of attitude has been repeated by the player for some time and in different casinos.

It seems and I repeat it seems there are the conditions for a legal action where we would like to demonstrate that the player does not suffer from gambling addiction (provided he does not have a medical diagnosis) and who practices using this method to gamble, lose and ask for a refund.

It is likely that the cost of this legal (criminal) action will be well above the possible conciliatory reimbursement recommended by you but, feeling fully justified, we prefer to take this path.

We will always keep you updated on future events of this process

This practice, which you call fraudulent, would not occur if at the moment in which a player communicates to the casino his desire for permanent closure (whatever the reason), the casino acted responsibly and closed the account for life.

When I say I want closure forever I want to be blocked from EVERYTHING (playing, depositing and also withdrawing). If the account is not reopened, there is no option for claims (but you are interested in reopening the account knowing that I am a problem player)

Take whatever legal measures you want, I'm not afraid.

Esta práctica, que vosotros llamais fraudulenta, no se produciría si en el momento en el que un jugador comunica al casino su deseo de cierre permanente ( sea cual sea el motivo), el casino actuase de manera responsable y cerrase la cuenta de por vida.

cuando digo que quiero el cierre para siempre quiero que se me bloquee para TODO ( jugar, depositar y también retirar). Si no se reabre la cuenta, no hay opción a reclamaciones ( pero a vosotros os interesa reabrir la cuenta sabiendo que soy un jugador con problemas)

Tomad, las medidas jurídicas que queráis, no tengo miedo.

Dear player,

you act with premeditation from acquired past experience.

Deposit, lose and request a refund...

Fraudulent strategy and tactics acquired perhaps over months or years...

Most players are honest, they play to win unlike you who apply this strategy which we consider incorrect and illegal.

Out of respect for all loyal players and to warn all those like you want to continue with this legal action.

We hope you have two things: 1) reason or a good and astute lawyer who will be able to distort reality.

No need to be afraid if you have one of these solutions.

Well, the reason was already given to me by casino guru, an IMPARTIAL intermediary.

I will not exchange any more threats with you.

All the best.

Bueno, la razón ya me la dio casino guru, un intermediario IMPARCIAL.

No voy a intercambiar más amenazas con vosotros.

Un saludo.

We hope you were naively wrong.

You deposited 200 not 300

When I have a moment I will upload the statements of the 300 euros

Cuando tenga un momento subo los extractos de los 300 euros

You still don't remember. From here you understand who you are

You have made two deposits of 100 euros

Total 200

Do I have to send the screenshot?

There are 3 deposits of 100 euros. I'll look for the bank statements

son 3 depósitos de 100 euros. Ya buscaré los extractos bancarios

2x100

you will succeed with us

this is what we will present to our lawyer

the 200 euros that you confirm with the card *1464

the first deposit of that day with the card *2100

And I'm really not going to respond to your comments anymore, let Casino Guru do what they think is fair (and you take the measures you consider)

los 200 euros que vosotros confirmáis con la tarjeta *1464

el primer depósito de ese día con la tarjeta *2100

y de verdad que no voy a responder más a vuestros comentarios, que casino guru haga lo cree justo ( y vosotros tomad las medidas que consideréis)

Dear Scooby Bet Casino team,

I appreciate your attention to this matter and the efforts you've put into investigating the player's case.

I understand the importance of maintaining a responsible gaming environment and your commitment to addressing player concerns. However, I remain concerned about the request for a "certificate from a certified medical institution stating 'pathological gambling addiction, diagnosed as F63.0'" as it is against the standard procedure with problem gamblers.

Given the player's explicit expression of a gambling problem and the request for a lifetime exclusion, I strongly believe that reopening such accounts should not be possible, or at least not without adequate safeguards. Concluding the information above, I am forced to close this case as 'unresolved'. If you change your decision, the case can be reopened anytime.

Dear juliobit8,

I am very sorry about the situation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru