BetAlice Casino - Запрос на закрытие аккаунта игрока задерживается.

I've been trying to close my account since March 11th, but during this time the casino hasn't complied with my request despite repeated requests. I subsequently lost over €700.

I request a refund of the deposits.

ich habe seit dem 11.03. mein Konto schließen wollen, währen dieser Zeit kam das Casino trotz wiederholender Nachfrage meiner Bitte nicht nach. Anschließend habe ich über 700€ verloren.

Ich bitte um Rückerstattung der Einzahlungen.

Hello Joshi777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello Nick,

I'm happy to send you the self-exclusion messages. I even contacted the casino again on March 17, but unfortunately, there was still no response.

Can you send me your email address?

Hallo Nick,

ich kann ihnen die Nachrichten für den Selbstausschluss gerne zusenden. Ich habe sogar am 17.03. das Casino erneut kontaktiert, leider gab es erneut keine Reaktion.

können sie mir ihre email Adresse zukommen lassen?

Hello, is the case still being processed?

I would be happy to send you further information.

Hallo, wird der Fall noch bearbeitet?

Gerne sende ich ihnen weitere Informationen zu.

Hello Joshi777,

Please forward any further evidence to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hello Nick,

I've already forwarded all the supporting documents to you via email. Thank you.

Hallo Nick,

ich habe ihnen bereits alle Nachweise per Mail weitergeleitet. Danke.

Thank you Joshi777 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Joshi777,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BetAlice Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal