BurningBet Casino - Spelarens försök att blockera hans konto har förbises.

Hi there

I played at this casino the other day and lost some money. Since I am unfortunately very addicted to gambling, I subsequently chose to go into their live chat to get them to self exclude me due to gambling addiction. Instead of doing what I asked, I was told to send them an email. Since I know from experience that they often take several days to respond to emails, I asked them to make an exception here, as I am addicted to gambling and needed to be prevented from playing immediately.

Unfortunately, live chat refused to do what I asked, leaving my account open so I could continue playing. That night I was luckily able to stay away from playing more, but unfortunately I could not stay away from the temptation today, and I logged in once again and could easily deposit money and play - this they allowed in even though the casino knew very well that I was gambling addicted.

I subsequently went into the chat, asking why they allowed me to continue playing when they knew I was addicted to gambling. Their response was that I should have sent them an email in which I wrote that I would be excluded. I think it is extremely irresponsible of the casino to let me continue to play, simply because I do not send them an email- They could easily have frozen my account or put a cool-off period on my account, so I did not have the opportunity to play. That way, they would not have closed my account without receiving an email from me, but they would have prevented me from playing, which I think is something they should do as soon as they find out, and not only when one has sent them an email.

The casino refers to their t / c, where it says that you have to write an email to them to have your account deleted - however, they do not write anything in their t / c that it also applies when you are addicted to gambling and need to be self excluded as soon as possible. In my world, there is a big difference between whether you are just an ordinary user who wants to be deleted and then a user who wants to be deleted due to gambling addiction. I think a casino should do everything they can to prevent a gambling addict from continuing to play, and I certainly do not think that BurningBet casino has done that.

I have subsequently also found out that I am self excluded at several of their sister casinos due to gambling addiction - here among Dozenspins Casino and Wild Tokyo casino. In my chat with live chat today, their live agent writes that they are collaborating with their partners, which must be all casinos under the Altacore NV casino group. They should therefore have known that I was self excluded, and should therefore not have let me play. Unfortunately, I only have a chat log from the chat today, and I have attached it.

In my eyes, this casino does absolutely nothing to help gambling addicts, and I therefore believe that they have acted irresponsibly in my case.

I therefore hope that Casino Guru can help me get my lost money back.

Hejsa

Jeg spillede forleden på dette casino og tabte nogle penge. Da jeg desværre er meget spilafhængig, valgte jeg efterfølgende at gå ind i deres livechat for at få dem til at self exclude mig på grund af spilafhængighed. I stedet for at gøre, hvad jeg bad om, fik jeg at vide, at jeg skulle sende dem en mail. Da jeg erfaring ved, at de ofte tager flere dage om at svare på mails, bad jeg dem om at gøre en undtagelse her, da jeg jo er spilafhængig og havde brug for at blive forhindret i at spille med det samme.

Desværre så nægtede livechat at gøre, hvad jeg bad om, og lod min konto stå åben, så jeg fortsat kunne spille. Den aften kunne jeg heldigvis holde mig fra at spille mere, men desværre kunne jeg ikke holde mig fra fristelsen idag, og jeg loggede endnu engang ind og kunne uden problemer indsætte penge og spille - dette tillod de i selv om casinoet udmærket vidste, at jeg var spilafhængig.

Jeg gik efterfølgende ind i chatten, og spurgte hvorfor de tillod mig at spille videre, når de vidste at jeg var spilafhængig. Deres svar var, at jeg skulle have sendt dem en mail, hvor jeg skrev at jeg ville udelukkes. Jeg synes det er yderst uansvarlig af casinoet at lade mig spille videre, blot fordi at jeg ikke sender dem en mail- De kunne sagtens have frosset min konto eller have sat en cool-off periode på min konto, så jeg ikke havde mulighed for at spille. På den måde havde de ikke lukket min konto uden at have fået en mail fra mig, men de havde forhindret mig i at spille, hvilket jeg synes er noget de skal gøre så snart de får det at vide, og ikke først, når man har sendt dem en mail.

Casinoet henviser til deres t/c, hvor der står, at man skal skrive en mail til dem for at få slettet sin konto - de skriver dog ikke noget i deres t/c om, at det også gør sig gældende, når man er spilafhængig og har brug for at blive self excluded hurtigst muligt. I min verden er der stor forskel på, om man bare er en alm indelig bruger, der gerne vil slettes og så en bruger, der gerne vil slettes pga. af spilafhængighed. Jeg synes at et casino bør gøre alt, hvad de kan for at forhindre en spilafhængig i at spille videre, og det synes jeg absolut ikke at BurningBet casino har gjort.

Jeg har efterfølgende ligeledes fundet ud af, at jeg er self excluded på flere af deres søster casinoer på grund af spilafhængihed - her i blandt Dozenspins Casino og Wild Tokyo casino. I min chat med livechat idag skriver deres live-agent at de samarbejder med deres partnere, hvilket må være alle casinoer under Altacore N.V. casino gruppen. De burde derfor have vidst, at jeg var self excluded, og skulle derfor ikke have ladet mig spille. Jeg har desværre kun chatlog fra chatten idag, og den har jeg vedhæftet.

I mine øjne gør dette casino absoult intet for at hjælpe spilafhængige spillere, og jeg mener derfor, at de i den grad har handlet uansvarligt i min sag.

Jeg håber derfor, at Casino Guru kan hjælpe mig med at få mine tabte penge tilbage.

Dear flowplowlow,

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

Could you please forward all the relevant screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? Please understand that not every casino department can close your account. I absolutely understand your point of view and struggle associated with admitting your gambling problem however, if you expect the casino to follow the rules and block your account you should follow theirs too. We always try to help players, but we are able to do so only if they have followed the casino instructions first.

I have checked the Responsible Gaming section on the website, and this is what I found https://www.burningbet.com/en/responsible-gaming:

"We at BurningBet believe that gambling should be fun and free of harm and only done for entertainment purposes. Before you start playing at BurningBet, it is very important to understand that gambling should never be viewed as a source of any kind of income or recipe to pay off your debts. We strongly recommend you to keep track of how much time you spend playing casino games and how much money you can afford yourself to spend on them.

Although recommendations stated above might seem obvious for some of you, there are still certain percentage of players who lose control over such things when playing. If you think you might be one of those players and gambling has negative impact on your life or life of your family and friends, we can suggest you one of the following things:

You can always contact our support department at support@burningbet.com and ask to terminate your BurningBet account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before."

Looking forward to hearing from you.

Best regards,

Petronela

Dear flowplowlow,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Petronela, 

This player was registered on 2021-03-28, and on 2021-03-29 sent a request to close his account due to "Gambling Addiction".

2021-03-29 the player's account was closed and a notification letter was sent to the player. 

According to the rules of the project:

7.5 If a player closes his casino account due to "problems with gambling" / "loss of self-control over the game" / "gambling addiction", in this case, the player is prohibited from playing on the sites of the casino partners, which are indicated in the license of this casino.

The player undertakes not to open a new account. The casino is not responsible for opening by you a new account and any losses that you may incur after opening a new account. We reserve the right at any time to close an account that was created on violation of these rules.

Also, the player was added to the block list, so that in the future could not pass registration on partner sites. 

Thank you very much, BurningBet Casino Team, for your reply and assistance.

Dear flowplowlow,

Could you please confirm that your account has been blocked now? Looking forward to hearing from you.

Hey Casino Guru

As you have been confirmed by Burning Bet, my account has been closed with them. The problem is just that I should never have been allowed to open an account with them as I am self excluded at ALL their other partner casinos and they are therefore fully aware that I am gambling addicted. I am registered with exactly the same information on all their casino sites, so when they are told that I am self excluded at a casino, it is of course their job to inform their other partner casinos about this, so the player, in this case me, can not register and play elsewhere. That they think they can write that it is the player's own fault if the player subsequently registers and plays at one of their other casinos, there may be something about, but if they really mean it, then it just shows, how little they know about being addicted to gambling. When you are addicted you will do everything you can to get to play, and if you have asked for help to prevent this, then a large casino group like Altaprime Limited should of course make sure that it is not possible at all their casinos. Otherwise, they do not live up to the rules for responsible gambling.

If Burning Bet really believes that they have no responsibility in this matter, then their casino as well as their partner casinos will only benefit from letting gambling addicts continue to gamble. If you are self excluded at one of the casinos, then you can easily register at one of their other casinos - deposit money and play, but if you win, they may refuse to pay out because you are self excluded at one of their other casinos , but if you lose, you do not have the opportunity to get your money back. This leaves the casino in a win / win situation and the player in a loss / loss situation. I do not find this in any way reasonable, and I therefore believe that Burning Bet should pay back my deposited funds, as they must of course also adhere to the rules of responsible gambling. That kind of thing you can not just write out in their terms.

Hej Casino Guru

Som I har fået bekræftet af Burning Bet, så er min konto blevet lukket hos dem. Problemet er bare, at jeg aldrig skulle have haft lov til at åbne en konto hos dem, da jeg er self excluded på ALLE deres andre partner-casinoer, og de er derfor fuldt bevidste om, at jeg er spilafhængig. Jeg er registreret med præcis de samme informationer på alle deres casino-sider, så når de får at vide, at jeg er self excluded på et casino, er det naturligvis deres job, at informerer deres andre partner-casinoer om dette, så spilleren, i dette tilfælde mig, ikke kan registrerer sig og spille andre steder. At de mener, at de kan skrive, at det er spillerens egen skyld, hvis spilleren efterfølgende registrerer sig, og spiller på et af deres andre casinoer, kan der måske være noget om, men hvis de virkelig mener det, så viser det blot, hvor lidt de ved om det at være spilafhængig. Når man er afhængig så vil man gøre alt, hvad man kan, for at komme til at spille, og har man bedt om hjælp til at forhindre dette, så bør en stor casinogruppe som Altaprime Limited selvfølgelig sørge for at det ikke er muligt på alle deres casinoer. Ellers lever de i den grad ikke op til reglerne for responsible gambling.

Hvis Burning Bet virkelig mener, at de ikke har noget ansvar i den her sag, så vil deres casino samt deres partner casinoer udelukkende have fordele ved at lade spilafhængige spillere fortætte med at spille. Hvis man er self excluded på et af casinoer, så kan man sagtens registrere sig på et af deres andre casinoer - indsætte penge og spille, men vinder du, kan de nægte at udbetale fordi, at du er self excluded på et af deres andre casinoer, men taber du, så har du ikke mulighed for at få pengene tilbage. Det efterlader casinoet i en win/win situation og spilleren i en tab / tab situation. Dette finder jeg på ingen måder rimeligt, og jeg mener derfor, at Burning Bet bør betale mine indsatte midler tilbage, da de naturligvis også skal holde sig til reglerne for responsible gambling. Den slags kan man ikke bare skrive sig ud af i deres terms.

Thank you, flowplowlow, for your reply. I fully understand your point of view.

However, I’m afraid if you didn’t ask specifically your BurningBet Casino account to be closed there is not much we can do for you. Each account, even if they might be sister casinos, needs to be closed independently. 

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

So Casino Guru finds it fair that Burning Bet and its sister casinos, do not care about responsible gambling and can actually make money on it, by refusing to pay out winnings won at sister casinos if the customer is self excluded there? I find it very strange that at Casino Guru you choose to promote a site like Burning Bet when you have knowledge of the way to treat their gambling addicted customers. I still believe that when Burning Bet writes that one must not open an account with their sister casinos, then they are also responsible for doing their best to prevent that from happening. Eg. by blocking the customer's email address just as so many other casinos do. In this way, the casino group only gets benefits out of not blocking self excluded customers on all their sites, which is by no means customary when talking responsible gambling. I hope Burning Bet will answer why not block users who they know are gambling addicted on all their sites? Do they even think it's helping their customers? In my world, it is deeply irresponsible and not at all related to responsible gambling.

Så Casino Guru finder det rimeligt, at Burning Bet og dets søster casinoer, er ligeglad med responsible gambling og rent faktisk kan tjene penge på det, ved at nægte at udbetale gevinster, der er vundet på søster casinoer, hvis kunden er self excluded der? Jeg finder det meget underligt, at man hos Casino Guru vælger at promovere et site som Burning Bet, når I har kendskab til den måde at behandle deres gambling addicted customers på. Jeg mener stadigvæk, at når Burning Bet skriver, at man ikke må åbne en konto hos deres søster casinoer, så er de også ansvarlige for at gøre deres bedste for, at det ikke sker. F.eks. ved at blokere kundens e-mail adresse ligesom så mange andre casinoer gør. På den her måde, får casinogruppen kun fordele ud af ikke at blokere self excluded customers på alle deres sites, hvilket på ingen måder er kutyme, når man snakker responsible gambling. Jeg håber, at Burning Bet vil svare på, hvorfor man ikke blokerer brugere, som de ved er gambling addicted på alle deres sider? Synes de selv, det er at hjælpe deres kunder? I min verden er det dybt uansvarligt og hænger slet ikke sammen med responsible gambling.

Hello flowplowlow,

I would like to emphasize that we don’t promote BurningBet Casino on our website. It is simply part of our database along with another 3,000+ other online casinos from all around the world.  

Please bear in mind that we are a complex independent database of online casinos. We try to protect all the players from the bad casinos and recommend those good ones, but ultimately, it’s always a player’s decision where their new account will be opened, and funds deposited.

In regard to your self-exclusion request, I absolutely understand your point of view and struggle associated with admitting your gambling problem however, if you expect the casino to follow the rules and block your account you should follow theirs too. We always try to help players, but we are able to do so only if they have followed the casino instructions first. Sadly, this is not the case. 

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Dear flowplowlow,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I'm still waiting for BurningBet to answer the questions I asked earlier:

"I hope Burning Bet will answer why not block users who they know are gambling addicted on all their sites? Do they think it is helping their customers? "

I also do not understand why Casino Guru does not do more to ensure that such casinos are not promoted on your site. That you focus exclusively on what the casinos write in their t / c without looking at the reasonableness of these, when it also means that it goes beyond people who are gambling addicts, I find very problematic. You probably still make money sending customers like me on to the casino.

I agree that I should never have gambled and that I myself bear some of the blame, but I am gambling addicted and when a casino is able to refuse payouts if one is self excluded due to gambling addicted on a sister casino, then they have a shared database where they can see that kind of information - that information should of course also be used to prevent the player from setting up and playing at another sister casino at all. That the casino is hiding behind an incredibly bad curacao license, who completely do not care how

the casino treats its customers, and does not make demands on their licensees, just shows how well thought out it all is. It is deeply irresponsible, and in my opinion, it should be enough for the complaint to be upheld until the casino actually behaves responsibly in relation to responsible gambling.

Jeg afventer stadig, at BurningBet besvarer de spørgsmål, som jeg spurgte om tidligere:

" Jeg håber, at Burning Bet vil svare på, hvorfor man ikke blokerer brugere, som de ved er gambling addicted på alle deres sider? Synes de selv, det er at hjælpe deres kunder?"

Jeg forstår heller ikke, hvorfor Casino Guru ikke gør mere for, at sådanne casinoer ikke bliver promoveret på jeres side. At I udelukkende fokuserer på, hvad casinoerne skriver i deres t/c uden at se på rimeligeden i disse, når det samtidig betyder, at det går udover mennesker, der er spilafhængige, finder jeg meget problemstisk. I tjener vel stadig penge på at sende kunder som mig, videre til casinoet.

Jeg er med på, at jeg aldrig skulle have spillet, og at jeg selv bærer en del af skylden, men jeg er spilafhængig, og når et casino er i stand til at nægte udbetalinger, hvis man er self excluded på grund af spilafhængig på et søstercasino, så har de jo en delt database, hvor de kan se den slags infomation - den information bør naturligvis også bruges til at forhindre, at spilleren overhovedet kan oprette sig og spille på et andet søstercasino. At casinoet gemmer sig bag en utrolig dårlig curacao license, som er fuldstændig ligeglade med, hvordan

casinoet behandler dets kunder, og ikke stiller krav til deres licensindehavere, viser blot hvor gennemtænkt det hele er. Det er dybt uansvarligt, og efter min mening, burde det være nok til at klagen opretholdes indtil casinoet rent faktisk opfører sig ansvarligt i forhold til responsible gambling.

Please understand that if you demand a self-exclusion from one casino it doesn’t necessarily mean that you will be protected from other associated websites too. 

For the reasons I have mentioned and explained earlier, we will be forced to reject your complaint. If you don’t agree with my decision, I could suggest contacting the Curaçao Licensing Authority here: certria@gaminglicences.com. You will find the relevant link if you click on the Validator on the casino’s website. Please let me know how you’d like to proceed. Thank you in advance for your reply.

Dear flowplowlow,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help to file an official complaint, otherwise, we will reject your complaint.

Dear Casino Guru

Is it to be understood that you find it OK for a casino to refuse a payout if the player is self-excluded at another sister casino? At the same time, they nicely accept that the player is playing by them with no chance of winning, even though they well know that the player is self-excluded due to addiction.

I think Burningbet should explain how they themselves think it might be fair. Otherwise, they just continue on the same track.

Kære Casino Guru

Skal det forståes således, at I finder det OK, at et casino nægter en udbetaling, hvis spilleren er selvudelukket på et andet søster casino? Samtidig med at de fint accepterer at spilleren spiller ved dem uden nogen chancer for at vinde, selv om de godt ved at spilleren er selvudelukket på grund af afhængighed.

Jeg synes Burningbet burde forklare, hvordan de selv synes, at det kan være rimeligt. Ellers fortsætter de jo bare i samme spor.

As I explained earlier, we do not promote this casino on our website, and we have no power to change the casino’s T&Cs. We always try to help players who were been treated wrongly even if they have followed all the rules, unfortunately, that’s not the case. 

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.