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Betwinner - not acting on block request - responsible gaming
Ruling
Found for the Player - Despite our repeated efforts to contact BetWinner to discuss this issue we have received no response whatsoever from the operator.
Read our BetWinner Review.
Player's Complaint
I wrote to Betwinner.com Monday the 30th of December 2019 , that I wanted to close the account as I have a gambling problem and that "I can’t control the spend .”
Please see conversation below at the end of this message.
After I talked to them I could still deposit every day, until all my salary was gone, in total 3090 EUR.
As you see it was big deposits and nothing was there to stop me , although I had asked for help.
My account was blocked after when contacting them again yesterday the 2nd of January, and asking them why they didnt follow simple responsible gaming terms, and asking for a refund of the deposits after the request the 30th of December.
They responded this:
"Dear Customer,
As soon as you reported gambling problems, the possibility to place bets from your account was restricted, then the gaming account was permanently blocked. Unfortunately, there are no grounds for the requested refund.
Best regards,
Betwinner"
The claim that they put a restriction and blocking the account "As soon as you reported gambling problems" is false, as I was still allowed to deposit 24 times up until the 2nd of January 2020 , in total 3090 EUR, after requesting the block.
Below is the list of deposits After I requested a block (see conversation date and time). Then I also pasted the deposits before contacting them.
Then you have a copy of the full conversation from the 30th of December 2019.
From:
Sent: Monday, 30 December 2019, 10:05
Subject: RE: Close account [EDIT]
1 year please.
Many thanks
Kind regards
[EDIT]
From: [email protected]
Sent: Monday, 30 December 2019 10.00
To: [EDIT]
Subject: Re: Close account [EDIT]
Dear Customer,
Please specify the period of time you would like the gaming account to be blocked for.
Best regards,
Betwinner
From:
Sent: Monday, 30 December 2019, 09:42
Subject: RE: Close account [EDIT]
Hi,
Then please close the account, as I can’t control the spend .
Many thanks
Kind regards
[EDIT]
From: [email protected]
Sent: Monday, 30 December 2019 09.36
To: [EDIT]
Subject: Re: Close account [EDIT]
Dear Customer,
Unfortunately, the option of limiting your deposits is not available at the moment. However, the company can offer you the option to limit the amount you can stake on sports events, which will help you partially control your expenses. Please provide us with photos of your national ID card (both sides) or passport (internal spread) and specify the maximum stake amount you would like to have. We can only limit the maximum stake per bet slip.
Best regards,
Betwinner
3 Responses
Thanks for trying to help me thePogg. Its such a delicate matter, and I really feel I have been mistreated. When I really asked for help they decided to ignore it (by mistake, or for real, who knows) , and then they ignore the fact that they did not act within the frames of responsible gaming.
Hi thegustaf,
Sadly despite repeated efforts to contact this operator to discuss your issue we have received no response whatsoever. At this juncture we have no reasonable expectation of this changing.
Sorry we could not be of further help.
ThePOGG
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Agreement
thegustaf consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
- Bet Winner
- Curacao eGaming
- Marikit Holdings Ltd
January 7, 2020
Hi the gustaf - welcome to ThePOGG.com!
Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.
Thanks,
ThePOGG