BetNjet Casino - Der Antrag des Spielers auf Schließung des Kontos wurde abgelehnt.

Dear Support Team,

I hereby submit a formal complaint against Casino Betnjet.

The casino has been systematically refusing to close my player account for quite some time, even though I have repeatedly and unambiguously informed the casino that I suffer from an acute gambling addiction.

Chronology of the incident:

Multiple requests: I have already contacted the casino several times in writing via email and requested the immediate, permanent closure of my account.

Contact with the VIP manager: I also explicitly disclosed my gambling addiction in direct communication with my assigned VIP manager.

Response from the provider: Instead of complying with legal obligations for player protection and immediately blocking the account, I am being kept as a customer and the account remains active.

​Sehr geehrtes Support-Team,

​hiermit reiche ich eine formelle Beschwerde gegen das Casino Betnjet ein.

​Das Casino weigert sich seit geraumer Zeit systemisch, mein Spielerkonto zu schließen, obwohl ich das Casino mehrfach und unmissverständlich darüber informiert habe, dass ich unter einer akuten Spielsucht leide.

​Chronologie des Vorfalls:

​Mehrfache Aufforderungen: Ich habe das Casino bereits mehrfach schriftlich per E-Mail kontaktiert und um eine umgehende, dauerhafte Schließung meines Kontos gebeten.

​Kontakt mit dem VIP-Manager: Auch im direkten Austausch mit meinem zugewiesenen VIP-Manager habe ich meine Spielsucht explizit offengelegt.

​Reaktion des Anbieters: Anstatt den gesetzlichen Pflichten zum Spielerschutz nachzukommen und das Konto sofort zu sperren, werde ich weiterhin als Kunde gehalten und das Konto bleibt aktiv.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetNjet Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru, and include the responses from the casino as well.
• When was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

I have already sent you the messages by email.

I am currently still able to make deposits.

Hallo Tomas,

die Nachrichten habe ich Ihnen bereits per Mail zukommen lassen.

Ich bin aktuell immer noch in der Lage Einzahlungen vorzunehmen.

Dear LST034

Thanks for your patience and the evidence provided.

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their assistance; however, this casino has multiple cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us in solving players' complaints. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I would strongly recommend installing the free app BetBlocker (https://betblocker.org/) on your devices to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection, it is recommended to have a family member or a friend set up the password in your stead. Also, I would advise blocking all current and future contacts and blocking and unsubscribing from email addresses that are sending you promotional materials.

Since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion.

Best regards,

Tomas

Casino Guru