“Responsible Gambling: Why Does the Operator Always Ignore the Player’s Concerns?”

The credibility of your representative’s assessment is also questionable, as it appears that your team is taking the operator’s side on every issue.Your representative considered 13 August 2026 as my first confirmed disclosure, but ticket #25368044 clearly shows that I disclosed my gambling addiction on 12 August 2026. Why was this ticket ignored in the assessment?

Your representative ignored ticket #25368044, dated 12 August 2026, which clearly discloses my gambling addiction. In that ticket, Batery encouraged me to continue playing and said that losses and profits are based on luck.Encouraging a player to continue gambling, especially after they have disclosed a gambling addiction, is clearly inappropriate.

Do you consider this an appropriate response to someone disclosing a gambling problem? Batery did not take my problem seriously. Therefore, saying that the operator took action within a reasonable time is not correct. I raised multiple tickets, but Batery ignored them. If they genuinely intended to take action, they should have clearly informed me through those tickets. My account was only blocked after Casino Guru’s intervention.Please refund my deposits from 14, 15, 16 and 17 August 2026. I sincerely request you to consider this and resolve my case.

Hello, I see you already lodged a new complaint request to our mediators. In my opinion weare not on the same page, because you expect the situation to be addressed differently. I understand that, and I respect that you disagree with the outcome.

Let me add that this screenshot shows a situation when you, on 12.08. 2026, informed the casino about the situation that occurred based on your part in June 2025. From my side, the screenshot supports the rejection reason. It says, "We reviewed the available evidence and found that the player's initial communication to the casino showed only loss and refund requests, not a clear gambling-problem disclosure or a self-exclusion request. The first confirmed explicit disclosure was on 13 August 2026, and the casino restricted his account on 19 August within a reasonable time, so the complaint was rejected; however, Batery agreed, as a goodwill gesture, to refund his ₹501 deposit made on 17 August 2026."

This specific screenshot shows no request for the account closure, for example. I understand you consider the waiting time from Thursday to Wednesday unacceptable, and that's ok. Let's see what is going to happen with the second complaint.

Please look at the 12 August 2026 ticket carefully. I have clearly written "gambling addiction" in that ticket. This is not simply a loss or refund request.

In the same ticket, Batery responded by saying that loss or win depends on luck. After I disclosed my gambling addiction, is this an appropriate response from the operator?Batery encouraged me to continue playing, and you still cannot see the clear disclosure of "gambling addiction" in this communication?

After this, Batery continued sending me promotional offers. I have screenshots of these promotions, but I cannot upload all of them here due to attachment limitations.

Batery also never gave me any clear response stating that they had received my gambling-addiction disclosure and were taking any action to address or manage my gambling problem.

My main concern is that I want a refund for the deposits made on 14, 15, 16, and 17 August because Batery continued to encourage me to play and sent me promotional offers during this period. They ignored my responsible-gambling complaint and continuously allowed me to deposit and play.

I repeatedly explained that my account was only closed after my complaint became live on Casino Guru. Before that, my tickets and complaints were repeatedly ignored, and no protective action was taken by Batery.

Yes, I understood that. Thank you. However, please remember that I cannot reinvestigate the complaint, and as well, I'm not here to disagree with you for the very same reason.

From my experience, it's all about what you can support with screenshots or emails.

I understand that you may not be able to resolve the problem, but you can certainly share your point of view.

I just want to ask one thing: Is it appropriate for an operator to continue encouraging a player to play after the player has disclosed a gambling problem? And is it appropriate to close gambling-addiction-related tickets without providing any resolution or taking clear protective action?

Please tell me honestly—do you consider this behaviour by the operator appropriate?

I have also provided screenshots of all the relevant tickets. Some of the operator’s replies are so concerning that your team may find them hard to believe. Yet, despite all this evidence, your representative appears to be ignoring these points rather than addressing them.

Is it acceptable to encourage a player to continue gambling and send promotional offers after the player has disclosed a gambling addiction? And why are you supporting Batery Bet despite this behavior?

Well, let me share my point of view. Generally speaking, it's of course not ok for the casino to delay response to a clear and obvious request for the account closure due to gambling addiction.

Those screenshots, however, do not state that you asked for the immediate closure due to gambling addiction or immediate gambling-related risk. Those screenshots, in my opinion, show you complaining about an event happening in 2025 and some communication where there is no clear request, probably the promos. I can see no formal request addressing the channel described in the casino terms and conditions stating that you immediately ask for the account closure due to gambling problems; it, however, looks like the support was responding to a request for compensation. Therefore, the casino did not take steps you probably expected.

That's what I see.

The player clearly stated that they had disclosed their gambling addiction in June, that no action was taken, and that they subsequently lost all their money. What else does the player need to say for the operator to understand that action is required?

If a player explicitly states that they have a gambling addiction, the obvious meaning is that the player is experiencing a gambling-related problem and needs protection. Why should the player have to specifically write "close my account" or "self-exclude me" before the operator takes action? The purpose of disclosing a gambling addiction is precisely to alert the operator that immediate protective action may be necessary.

And after seeing the operator’s reply, where they encouraged the player to continue playing, what do you have to say about that? The player had already disclosed a gambling addiction, yet the operator encouraged further play. How is that considered appropriate responsible-gambling handling?

If you are talking about the rules, nowhere does it say that a player must use specific or exact words such as "close my account" or "I want to self-exclude" before the operator is required to take the situation seriously.

If a player clearly states that they have a gambling addiction or a gambling problem, does that really mean the operator can ignore it simply because the player did not use the exact wording "close my account"? Is that considered appropriate responsible-gambling practice?

The rules also state that the operator has a responsibility to identify players who may be experiencing gambling-related problems through their behaviour and activity. The player should not always have to explicitly identify themselves as having a gambling addiction before the operator takes action.

So, if the operator’s own monitoring systems or the player’s gambling behaviour indicate signs of problem gambling, the operator should be able to identify those signs and take appropriate responsible-gambling measures.

You asked me about my opinion. I already told you that I can only work with what you tell me here on the forum. Do you now see why the mediator is the only one who can assess the whole context and facts?

And to help you prevent possible complications in the future, let me say this:

Now you have the actual and real experience. Expect every operator to check your daily action and assess whether you are at risk or not - is very dangerous. Now you see what distinguishes expectations from reality. So, if you are at risk, please review each casino before you register to find out what specific tools are available, how those tools work, and what the necessary steps are to close the account if the problem arises. Then if you find yourself in casino again and need immediate help, follow the steps described in the terms and explicitly state that you ask to immediately close your account due to gambling addiction.

In my opinion the rest actually does not matter, because as you can see there is no ultimate international protection service watching over you and the licensing authority usualy does not care much either. What's the result? To stay safe, take your own responsibility. Not every casino invests in risk prediction, and your words "should," "could," and "indicates" are precise expressions of the probability, not certainty. Instead, state what you are asking for, and then there will be no room for assuming.

The point is to keep you safe in the first place.

How to reopen complaint? Reopen option not showing