Betunlim Casino - Запит гравця на закриття облікового запису ігнорується.

Hello, my account has not been closed even after multiple requests, I have indicated that I have never had a problem with gambling, please close my profile.. I indicated for the first time on November 11, 2024 that I would like to close it because the RTP is constantly very low there, I already indicated then that I have a problem with gambling, personal they asked for an ID photo, at first I didn't want to because why should I give my personal data, I won't be playing anyway and it wasn't important to them until then..then I just sent it on December 3rd, which was accepted and they asked how long it would be closed, I repeated myself that I want to close it permanently, but nothing happened, now on January 8th I decided to stop playing online for good, because the sites are causing me a lot of damage, both financially and health-wise , but this one site won't close my account even then, every other site understood and closed my profile, this one hasn't done it until today..I think they seriously violated the rules of responsible gambling due to making money, which is why the minimum is to return all the money I lost from the first one, that is, from November 11th, which I put on their site, because the rules should not only apply to players, but to those who win many millions of euros the rules should apply to players in the same way, because they can ruin people's lives if they don't follow the rules..in the photo I attach the email where I first requested it, then when they ask how long it will be closed and my most recent request where I described in detail the damage caused by gambling that I have to stop and despite this, my profile is still open to this day..if I correctly searched my transactions on the site, I lost around HUF 280,000 Nov. 11. I have been asking for a refund since then, and I would like Casinoguru to reward me with a black point, drawing the players' attention to the fact that closing the account is problematic..thank you

Dear Novcsi87,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

36.5 Our clients have the option of self-exclusion.

If you realize that you have problems with the game, we recommend that you refrain from gambling and block your account. You will be able to return to playing BETUNLIM after the expiration of the self-exclusion period. Your account will be blocked only after it has been fully verified. Please keep in mind that a photo of your identity card/passport must be attached to your application for self-restraint. Send an email to support@betunlim.com with your document and the desired self-exclusion period. If the self-exclusion period is not specified in the letter, it will automatically be set to 7 days. Please note that applications are processed within 2 business days.

Do you currently have any real money balance in your casino account? When was the last time you contacted the casino regarding the account closure? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance.

Best regards,

Kristina

Hello, there is no option to set restrictions on the site, chat only gives a templated answer, always the same, and I sent your contact information in an email, and they accepted it, the attached photo showed what I sent, they also asked how long it will be closed, I asked for it to be closed permanently, but it was not closed for even 1 minute , they didn't answer anything after that.. I think I have the right to decide that if I never want to use something, then don't offer me days to come back and continue losing your money.. this is the only one who ignores the rules so recklessly, they were already closed on all sites days ago. On Jan. 08, I asked them to ban me everywhere because I want to stop playing casinos, this alone has not done it even today.. I have no balance, although I sinned yesterday, but only a little, I paid again, but again it made no sense

Thank you very much, Novcsi87, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Novcsi87,

My name is Matej and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betunlim Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Matej

Dear Matej and Casino Guru Complaints Team,

This player was blocked.

We strongly ask you to close this complaint, we will not publish here the proof of all that dirt, insults, threats, curses and much much much more that goes beyond our understanding, from this player. We will also add that he repeatedly misled the support managers, insulting and threatening them with personal attacks.

As usual, we acted according to the rules written on our casino website.

Did I lead anyone astray? If you didn't understand the nice word when I told you that I have a gambling problem, then what do you expect? Of course I'll say it in a funny way, but you didn't close it even then... I'm sure I won't withdraw the complaint, because then you'll do it to anyone , I hope that you will also help others to be careful, to stay away from you and sites similar to yours, because the player has to comply with everything, but you think so not for you

Dear Betunlim Casino, thank you very much for your quick response.

While banning a player's account due to abusive behaviour is completely understandable and valid reasoning, in this case that is not the issue.

If I understand this correctly, Novcsi87 has requested his account to be permanently blocked due to the gambling problems on 11/11/2024 and according to the previous statement - on 03/12/2024 he has also provided ID that has been requested by casino representatives. Yet it seems like this request has not been accommodated and the player was allowed to gamble until the ban for the rude behaviour.

Could you please have a look into this matter on your end and let me know when did you receive the self-exclusion request from Novcsi87 and what were the following steps made by the casino?

If needed, any and all sensitive information that can be used as a proof can be e-mailed directly to me via matej.l@casino.guru.

Thank you.

Hi Matej!

Yes, on 11/11/2024  the player has requested his account to be permanently blocked due to the gambling problems, and the process, accordingly our rules was started! It was necessary to go through the self-exclusion procedure, which we informed the player about in response to his request, since this is required by the rules and conditions written on our website and under which the player signed up by registering and accepting the conditions on our website. In the period from 11/11/2024 to 03/12/2024, before the player provided the necessary documents, he activated and used all possible promotions and bonuses provided by our site, completely ignoring our answers.

As we wrote above "we will not publish here the proof of all that dirt, insults, threats, curses and much much much more that goes beyond our understanding, from this player" we will just add that in each request he manipulated in a rude manner and misleading the support team. We will note here that if the player had not manipulated and did not try to get back the "full Cashback" of all the lost funds as he himself wrote in one message, the self-exclusion process would have been quick and without any questions

We acted according to the rules written on our casino website.

Hello, thank you for the reply!

I would like to mention that self-exclusion due to a gambling problem is a very serious issue, because the players often lose control over their actions and are not thinking rationally. Informing the casino about a potential gambling problem is an important part of the self-exclusion process, and we at Casino.Guru believe that if a player has a gambling problem - and informs the casino about it - their account should be instantly closed, with as little delay as possible.

In this case, is there any reason why at least some restrictions in form of disabling deposit options and bonus claiming were not implemented straight away?

Also, could you please let me know whether Novcsi87 managed to win and withdraw anything since 14/11/2024, so we know how to proceed further?

Thank you.

Dear Betunlim, maybe if they understood the situation of players, that they have already failed so much that they recognize which casino is what, and without any malice I can say that your site is terrible, when I first asked and it was closed, now there is no such thing, it is quite a strange rule on the site that personal I have to send my document to be closed.. I didn't have to identify myself before, if my account is closed, what do they need for my personal document?Thanks to programs, you and other sites also know who the player is..unfortunately, I was so stupid that I started playing online, and from then on I lost everything, because the sites made me nervous, there is no self-control anymore, what the sites know about the players....honestly, this is correct, that you know, people ask for exclusion because they don't want to be constantly taken away, despite this, they are still able to ruin people for the sake of making moneybetter.. it can be said that every casino fulfills the request almost immediately, in recent times I have asked about 10 sites to close the account, 9 have fulfilled it immediately or within 1 day, you are the only one not.. what do you expect from a nervously tired person to write a love poem for the team so that Do you close your profile? Casinos have a common rule, as far as I know, that if the player reports a gambling problem, they are obliged to close the account immediately. You have broken a serious rule.more serious than my nervous writings.. and yes, if you feel you can do this, then I feel I can do it, I demand lost money.. think and don't want to rob people with such tricks, because mine is not a unique case for you, as I see it, neither is anyone else's shut them down, and if they knew how much damage they cause to players..

We agree with you Matej, and we will repeat once again, we acted as stated in our rules and conditions on our website, the conditions under which the player signed when registered on our website.

To what you claim, quote "a gambling problem is a very serious issue, because the players often lose control over their actions and are not thinking rationally" we have rules that if a player does not specify the period of self-exclusion period, then we block him for 7 days, which is what we did, since in all his messages, which I repeat, contained only dirt, insults, threats, curses and much much much more that goes beyond our understanding, we doesn't find any mention of a self-exclusion period

I have read the terms and conditions on the casino's website, and am aware of the 7 day self-exclusion lock in case of no timeframe being given by the player. However, as you stated above, the initial self-exclusion request made on 11/11/2024 was clearly defined as "permanent", leaving no room for misinterpretation.

I am also aware of your KYC procedure that follows such requests, and agree that Novcsi87 should have sent you all the documentation straight away, to avoid any further issues.

Is there any reason why no basic restrictions (i.e. disabling depositing and revoking the ability to claim bonuses) have been imposed on the player's account since the request, until the documentation has been provided?

Lastly - according to your Terms, documentation processing takes 2 days, which means since 05/12/2024 Novcsi87's account should have been marked as permanently-self excluded and blocked. Since that date, no deposits should have been accepted, no bonuses given, as well as no winnings should have been paid out either. Could you please check if any deposits and withdrawals have been made since 05/12/2024 and let me know?

I would also appreciate the exact date that the account was blocked permanently at last, and if needed, any and all sensitive information can be sent straight to my e-mail at matej.l@casino.guru

Thank you.

Good day! We inform you that we have returned to the user's balance all the deposits he made since 05.12.2024. The total amount of all deposits since 05.12.2024 is 93,900 Ft. Additionally, this user is not allowed to make new deposits or play in the casino. Only withdrawal of funds is available to him. After he withdraws the funds, the account will be permanently blocked.

Thank you for the reply, Betunlim Casino, much appreciated. I would like to reiterate my original question regarding the reason why the deposit/play restriction has not been applied to the account straight after the player originally mentioned the gambling addiction? Could you also provide us with the information of how much was the player's balance on 14/11/2024, please?

Dear Novcsi87, I would like to ask you to send me your cashier history (including all deposits and withdrawals) since 11/11/2024 up to the present day. This can be sent directly to me on matej.l@casino.guru and will help with further investigating the whole issue.

Thank you.

I sent it

Dear Betunlim Casino,

After reviewing Novcsi87's cashier history starting 11/11/2024 - the day he requested self-exclusion - he has deposited 281,000 HUF in total.

Although we do give every casino 3 business days to process such requests, we still believe that player's ability to deposit and play games should have been revoked since 14/11/2024, until the requested KYC documentation has been provided (at which point the whole account should have been closed down immediately).

This leaves us with total of 246,100 HUF in deposits that we believe should be returned to the player, as no withdrawal has been made in the meantime.

You have kindly stated that 93,900 HUF have been already returned to the player's account, so only 152,200 HUF remains in question. Please, let me know how you would like to proceed with this case, and if you have any contradicting or sensitive information as proof, it can be sent directly to my e-mail at matej.l@casino.guru for further evaluation.

Dear Kubo. We have revised our decision in favor of the player and returned the funds in the amount of HUF 152,200 to the user's balance. The funds are available for withdrawal only.

I really have a balance, I just can't withdraw it, I tried, the withdrawal limit was reduced to HUF 40,000, the previous withdrawal showed no limit, it was possible to withdraw HUF 94,000 in one, but I don't think I can make 4 transactions in one day, and the withdrawal was also rejected, you asked for an ID again, I already started praising the site, thanks for that

Hello, thank you for the response, Betunlim Casino. Good to see the things moving in the right direction :)

Dear Novcsi87, could you please confirm if you were able to withdraw the originally returned HUF 94,000 and now have additional HUF 152,000 in the account, that needs to be withdrawn?

Also if you are trying to withdraw using credit cards, some banks would refuse multiple requests per month, or would refuse accepting money above certain monthly threshold. Could you try either withdrawal via bank account or inquire with your credit card provider, to ensure it is not them who is refusing the withdrawals?

Hello, I was able to withdraw HUF 94,000 without a problem, here I have HUF 152,200 in my account, but I couldn't withdraw it because on Friday the site refused to withdraw the money, then it asked for a photo of the identity card, which has already been verified once, now it's still being checked, I still don't have access to my money, I strongly suspect that it's being withheld on purpose

Thank you for the quick reply!

Betunlim Casino, could you please check Novcsi87's account and see if there is somethign you can do to speed up the withdrawal process? As the KYC has already been done, there should be no more hurdles for the withdrawals to get through.

Thank you.

as I look at it, Bentunlim is taking the time on purpose, then I would like to ask him, since they have time for it. After my complaint, I still had a payment of 31,000 HUF until the account was closed, which I didn't want to deal with anymore, but since I have time, I would like to receive it as well, and what's more, I didn't have any suspicious transactions or 2,700 euros per day, to be investigated like this, not even in a high-risk country. I owe you, according to your rules, I do not represent any risk, because of this their behavior indicates a deliberate withholding of money, I am also a verified user on the casino.guru site, they can believe that I am a real person, with fake data

31,000 added to your balance. Wait for verification to complete.

I would like to thank the Betunlim Casino for the acknowledgement and steps taken towards the resolution of this issue.

Novcsi87, can you please confirm if all the money have now been credited, and going forward, you are only waiting for the withdrawals to get through?

Thank you.

yes, in addition to what I thank you very much, the whole thing will only be believable when I have sent it all out.. Dear representative of Betunlim, I honestly ask, why don't you want to close the case? why does it take a week to look at a photo,, this is negative for you in the eyes of the players, if they see how long the case has been dragged on, believe me, this is a lot of loss of income, because if you believe that if players are not used to looking at how long it takes to solve a case, they prefer to avoid things that are slow, if it helps, then I would like to apologize to the casinoguru representatives for the nasty words, but I just wanted to close the account with him

Dear User. I would like to remind you that we are acting in accordance with the rules to which you have agreed. 

1.6 If you do not agree to accept and comply with the Rules, please do not open an account and/or continue to use your Account. Placing a bet serves as proof that the Customer agrees to be bound by these Rules.

3.7 BETUNLIM has the right, at its sole discretion, to request any proof of identity or other data (e.g. passport details, residential address) from the player and to cancel any payments until all such data has been verified. The verification of each document may take up to 14 working days from the date of receipt.

We have gone to your satisfaction and returned all your lost funds to your balance. Despite all the dirt, and wishes to our address, which you wrote to us by e-mail. Therefore, we recommend you to wait until the verification of your game account is completed.

Thank you for the confirmation, Novcsi87.

I agree that messages should not be written and sent in the proverbial "heat of the moment", as it never helps and potentionally destroys any goodwill on the side of the receiver of such strongly-worde messages. It hinders, if not downright destroys any opportunity for further discussion.

However, as Betunlim Casino representative confirmed before - the KYC procedure for this account has been done already in December 2024, therefore I am also baffled, as of why another verification is taking place now, delaying withdrawals and potential resolution to this case even further.

With all this being said - and in the best interest of both parties - I would propose to wait for the payments to be verified and processed without further interference, unless necessary. I hope the casino will do their best to speed up the process as much as possible, so we can put this case to rest ASAP.

I will switch the timer towards the player, and would ask Novcsi87 to keep us updated once the withdrawals are received, so we can keep track on our end as well.

Thank you.

fine, I'll write as soon as I can send it out

I knew this is what this uncharacteristic site wants to do, it checked for exactly 2 weeks and now it asks for a selfie photo to be taken again for 2 weeks... I am a representative, I think you know this is a violation of the rules? This kind of checking is not justified, and you have to ask for it at the same time, and you have to ensure the payment as soon as possible. keep it for a week.. I made a complaint more than 1 month ago, when I paid it was immediately on your account, you should have closed my account and that wouldn't be the whole thing, it only shows you what you are like, I would like the casinoguru to ask your representatives to order this company to pay immediately, because they are illegally withholding the money, thank you

If I understand correctly, you have now passed KYC at least twice (once for self-exclusion, next to get your deposits paid back). I will try to see if I can involve someone above the support team to have a look, or at least give us a clear statement of what is going on. I have a feeling this is just a revenge from the casino's side for your previous ill-mannered messages. While I do not condone any of those, this is also silly.

Betunlim Casino, please let us know ASAP as of what is going on with the constant KYC requests and difficulties in returning the player's deposits. What should have been a smooth transaction from now on, is turning into unnecessary delays, and I am getting the feeling that the payments are not going to be processed at all.

In such case, I would have to close this complaint as 'unresolved', and this will negatively affect the safety rating - most likely dropping it below 8 points.

Once again, any and all sensitive information can be sent directly to my e-mail at matej.l@casino.guru, although I hope we can resolve this complaint within next few days.

Thank you.

Dear Matej we act strictly within the framework of our rules, with which the client has agreed. BETUNLIM has the right, at its discretion, to request any identity documents or other data (e.g. passport details, residential address) from the player and to cancel any payments until all such data has been verified. The verification of each document may take up to 14 working days from the date of receipt. This is clearly stated in our policies. The KYC process is not limited to the provision of a photo ID from the customer's side. The security team may ask for additional documents if required. It is left to the customer to be patient and wait for the verification to be completed. The fact that you accuse us of revenge on the part of the casino is absolutely wrong. As we wrote above and went to meet the client and returned to his balance funds that are refundable. And these funds in any case will be returned to the user.

I also ask you to objectively assess the untrue reviews about us, from the side of the client, where he writes that we did not even answer him. Although you have all the correspondence with this client and you know very well that the client received a response to each of his messages, but instead of doing immediately what we asked and provide documents, he ignored our messages and continued to write terrible insults and wishes in our address.

Well, I'm going into this right now because I was wrongfully accused again.. in one word, I didn't write in the review that you didn't answer.. it's not written anywhere, but otherwise, the fact that an AI answers is not an answer, it's a program, I didn't get a human answer more than once.. but back to the opinion, it's not written there, they didn't answer, translate it into Hungarian, and then into another language that they want, I wrote that you should not close it if the person indicates a problem, they didn't even feel ashamed of it.. so before they tell me I'm lying, read it carefully if possible, thank you

I would also like to note that the current inspections are not due to suspicious activities, we know that this is why we would be justified in asking for certificates, but this is personalization, this is only encouraging for ugly writings, but the ugly writers should have been expelled for breaking the rules, if it didn't bother you that I was writing ugly, because they weren't expelled, then they shouldn't be either now. the fact that only 1 photo can be uploaded to the page tells a lot about the withholding of payments

Dear Novcsi87, we are not accusing you of anything. We are guided only by facts. And the facts are that when you wrote to the chatbot, the chatbot replied to you that you should address your problem to the e-mail address support@betunlim.com, which you did in the future, and where our support team responded to all your messages immediately. We didn't reply to you only to those emails where there were no specifics, but only swear words and horrible wishes addressed to us. I suggest not to develop further discussion and wait for the end of the check. 

Dear Betunlim Casino, I am well aware of your T&C and your policies for KYC by now.

The question is why are you asking for a third confirmation of this player's identity and prolonging the whole process for no apparent reason? Especially in this case, when you are dealing with a highly frustrated former customer, speedy resolution should have been your priority. It is the only way to de-escalate this situation. If the deposits were returned already, I highly doubt the player would have feel the need to voice the frutsration in every possible channel - hence the negative review of your casino on our page, and maybe on other websites too.

I can ask our content team to check the review and see if the part about not answering should be redacted, but let's solve the problems one by one, starting with the refund issue.

If there is any legitimate reason for still witholding the refund and demanding the third verification request, feel free to send me the details over at matej.l@casino.guru. If not, I would very much appreciate if the money could be transfered without any further delays, so we can close this complaint as resolved as soon as possible.

Thank you.

I would like to let you know that I received the entire amount in details today, I would like to thank the casinoguru team, especially Matej's persistence, which brought success, and to Betunlim, just to prove that I am not a bad person on the site, I will delete my review and will not bother you anymore.. I just lost a lot of money, with delayed exclusions, unpaid prizes and many other things they have already damaged me, which makes me more tense than necessary, and I would like to apologize once again for the ugly writing, I wrote them out of nerves and with the aim of excluding myself, but I never meant those words seriously

Dear Novcsi87,

I am thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. I am glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Last but not least, if you would like us to recommend you a place where people can help you with the gambling addiction, please send me an e-mail at matej.l@casino.guru with the city of your residence, and I will do my best to recommend some certified centre as close to you as possible.

Best regards,

Matej

Casino.Guru