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Dear casino gurus,

I unfortunately have a problem with the game and have banned my accounts on all online platforms and also an active ban on OASIS. However, there is a bookmaker called Reloadbet who ignores all my calls for help! I have closed the account several times with the express wish that it can no longer be opened and it is unfortunately always opened again when I have a relapse and still want to play. It is simply opened again and again and not permanently closed. The terms and conditions of the provider expressly state that you can permanently exclude yourself for self-protection, but this is not implemented by this betting provider. Sometimes the emails are even ignored and the account is not even closed. If I had an open payout of more than €100, it wasn't processed for a few days and I canceled the payout and gambled the money away again. I think this is a ploy to make the player lose. I find it a great pity that my account is not permanently closed and the casino does not abide by the rules of responsible gaming and unfortunately does not take my pleas for help and my desperation seriously. I hope you can help me.

Sehr geehrte Casino gurus,

ich habe leider ein Problem mit dem spielen und habe meine Konten auf allen online Plattform gesperrt und auch eine aktive Sperre bei OASIS. Es gibt allerdings einen Wettanbieter namens Reloadbet der alle meine Hilfe rufe ignoriert! Ich habe das Konto schon mehrmals geschlossen mit dem ausdrücklichen Wunsch ist nicht mehr zu öffnen und es wird leider immer wieder geöffnet wenn ich einen Rückfall habe und doch spielen will. Es wird einfach immer wieder aufgemacht und nicht dauerhaft geschlossen. In der AGB das wird Anbieters steht ausdrücklich dass man sich zum Selbstschutz ausschließen kann dauerhaft allerdings wird das von diesem Wettanbieter nicht umgesetzt. Ab und zu werden die E-Mails sogar ignoriert und das Konto nicht mal geschlossen. Wenn ich eine offene Auszahlung hatte von mehreren 100 € wurde diese Tage lang nicht bearbeitet und ich habe die Auszahlung abgebrochen und das Geld wieder erneut verspielt. Ich denke das ist eine Masche um den Spieler zum Verlust zu bringen. Ich finde es sehr schade dass mein Konto nicht dauerhaft geschlossen wird und das Casino sich nicht an die Regeln des verantwortungsvollen Spieles hält und leider meine Hilferufe und meine Verzweiflung nicht ernst nimmt. Ich hoffe Sie können mir helfen.

Hello Loewin89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you ever mention to the casino that you have gambling addiction/issues?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Dear Loewin89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The complaint will be now closed for the above mentioned reason.

The complaint was reopened by the player's request:

"Hello,

 I have informed the casino several times that I want to block my account and each time the account is reopened! I have also indicated that I am addicted to gambling and that I wish to self-exclude. However, it keeps opening again and again. It's so easy you just have to ask in the chat and the account is open again."

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Hello,

I have emailed you the communication. I had asked for my account to be permanently blocked due to gambling addiction and requested a self-blocking. That was last

Week on Sunday and my account was reopened on Thursday despite this express request and I lost money again..then I specifically requested permanent closure again on Thursday and it was reopened on request on Saturday with no problems!

Hallo,

ich habe Ihnen die Kommunikation per Mail zukommen lassen. Ich hatte gebeten aufgrund von Spielsucht mein Konto dauerhaft sperren zu lassen und eine Selbstsperre gefordert. Das war letze

Woche am Sonntag und mein Konto wurde trotz dieses ausdrücklichen Wunsches wieder geöffnet am Donnerstag und ich habe wieder Geld verloren ..dann habe ich am Donnerstag wieder ausdrücklich um eine dauerhafte Schließung gebeten und es wurde wieder auf Anfrage am Samstag ohne Probleme geöffnet!

Thank you Loewin89 for all the provided information. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Loewin89,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite ReloadBet Casino to the conversation to participate in the resolution of this complaint.

Dear Loewin89,

Thanks for sharing your feedback on ReloadBet casino. We are sorry that your experience with ReloadBet was not satisfactory.

Your player account has been closed this week. We would like to confirm that there is no possibility to reopen your account at ReloadBet casino any further.

Kind Regards,

ReloadBet Casino Team

Hello, that sounds great! Should I try it and see if it really won't open anymore?

best regards and thank you in advance

Hallo, das hört sich super an! Soll ich es probieren ob es wirklich nicht mehr geöffnet wird?

liebe Grüße und schonmal danke

Dear ReloadBet Casino Team,

Thank you for your reply. Let me ask you a question. What was the state of the player's balance when she asked for the self-exclusion and mentioned her gambling problem for the first time? The balance should return to this state. As soon as a casino receives a self-exclusion request due to a gambling problem from a player, the funds should be frozen for further play and paid out. The account should be closed forever after that. The player shouldn't be allowed to make any more bets, that means they can't lose and they can't win anything.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Unfortunately, it seems that the casino stopped responding entirely. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter