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

I wish to file an official complaint against the Betnjet casino (Betnjet28).

Casino name: Betnjet

Disputed amount: €2,200

Reason: Failure of self-exclusion / Responsible gambling

Description of the facts:

I formally requested in writing the permanent closure of my player account on September 17, 2026. The casino completely ignored my request and left my account active. Due to this serious negligence, I was able to continue making successive deposits totaling €2,200 after my closure request date.

I demand a full refund of these deposits made in violation of the rules of Responsible Gaming.

Attached you will find a screenshot of my email requesting closure, dated September 17, 2026.

Je souhaite déposer une plainte officielle contre le casino Betnjet (Betnjet28).

Nom du casino : Betnjet

Montant contesté : 2 200 €

Motif : Échec de l'auto-exclusion / Jeu responsable

Description des faits :

J'ai demandé formellement et par écrit la fermeture définitive de mon compte joueur le 17/09/2026. Le casino a totalement ignoré ma demande et a laissé mon compte actif. En raison de cette négligence grave, j'ai pu continuer à effectuer des dépôts successifs pour un montant total de 2 200 € après ma date de demande de clôture.

Je demande le remboursement intégral de ces dépôts effectués en violation des règles du Jeu Responsable.

Vous trouverez en pièce jointe la capture d'écran de mon e-mail de demande de fermeture daté du 17 septembre 2026.

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Dear Assia38;

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

If you believe you are in a vulnerable state and are in need of protection, I recommend you contact the casino again via email and, at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BetNjet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Please let me know about the result.

Best regards,

Tomas

I would like to clarify my request to BetNJet.

On September 17, 2026, I contacted their support to request the closure of my account. Then, on September 18 and 23, 2026, at 3:02 PM, I also wrote to their VIP service explicitly requesting: "Please close my account immediately and refund all deposits or face legal action."

My request was therefore to no longer have access to my account and to be able to stop playing on this platform.

Thanks to your explanation, I now understand that it was better to explicitly use the term "self-exclusion" and mention the gambling problem. I will therefore immediately send the casino a formal request for permanent self-exclusion, copying you on the email.

However, I would like you to take into consideration the fact that I have already repeatedly requested the immediate closure of my account, and that it has not been closed following my request.

I am attaching the evidence of my closure requests so that you can review them.

Je souhaite apporter une précision concernant ma demande auprès de BetNJet.

Le 17 septembre 2026, j’ai contacté leur support afin de demander la fermeture de mon compte. Puis, le 18 et 23septembre 2026 à 15h02, j’ai également écrit à leur service VIP en demandant explicitement : « Veuillez fermer mon compte immédiatement et me rembourser tous les dépôts sous peine de poursuites. »

Ma demande était donc bien de ne plus avoir accès à mon compte et de pouvoir cesser de jouer sur cette plateforme.

Je comprends aujourd’hui, grâce à votre explication, qu’il était préférable d’utiliser explicitement le terme « auto-exclusion » et de mentionner le problème de jeu. Je vais donc envoyer immédiatement au casino une demande formelle d’auto-exclusion définitive, en vous mettant en copie.

Je souhaite néanmoins que vous preniez en considération le fait que j’avais déjà demandé à plusieurs reprises la fermeture immédiate de mon compte, et que celui-ci n’a pas été fermé à la suite de ma demande.

Je joins les preuves de mes demandes de fermeture afin que vous puissiez les examiner.

Dear Assia38,

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, BetNjet 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 respond, we will reopen the complaint, and you will be notified by email.

In the meantime, we recommend you block the sources of advertisements, such as WhatsApp contacts, and unsubscribe from the casino's newsletters. We recommend you use blocking software to reduce your exposure to online gambling and find professional help if necessary. The following resources might help:

https://casino.guru/responsible-gambling-guide/responsible-gambling#apps-and-tools

https://casino.guru/responsible-gambling-guide/problem-gambling-help-centers

https://casino.guru/responsible-gambling-guide

Best regards,

Tomas

Casino Guru