Sportsbet.io Casino - Spilleren anmoder om kompensation for tab på grund af dårlig styring af kontoen.

For some context, I created my sportsbet.io account on 22nd Jan 2023. 

In 2023, I made 20 deposits that totalled to 19,276 XRP. My gambling became more and more problematic over the year until at the start of 2024, when within January 2024 it started to spiral rapidly and become more destructive. Between 7th Jan 2024 and 17th Jan 2024, I made 9 total deposits amounting to 21,404 XRP. 

I was well aware that my gambling had become an addiction at this point, but I continued to gamble over the following months and as I could no longer control it, it was seriously impacting my whole life. It was on September the 2nd 2024 that I had decided enough was enough and so I messaged the live chat support on to voice my concerns about my problem gambling and that I needed to close my account immediately.  I was informed by the customer support agent of the timeframe options for self-exclusion and instructed to email ‘safergaming@sportsbet.io’. I did this, specifically requesting a permanent ban and as implied by the word, I expected there would be no way of cancelling and that this would last for life. This request was overlooked, and instead, I was given a ‘24-hour cooling-off period’, in which a response of ‘reopen because you feel that 24 hours was a sufficient break’ was accepted without question on the 3rd September 2024. This was an open door, enabling me to deposit more and more, chasing my losses further and accumulate even more serious debt, and on the 4th September 2024, just hours after my account was re-opened, I then deposited and lost 7,018 XRP between 12:55 AM to 3AM. Despite increasingly large deposits following the communications, amounting to 54,721 XRP, I have not received any communication from the safer gambling team at Sportsbet.io. The only communication I have had from Sportsbet.io has been in the form of deposit alerts and marketing emails offering free spins, free bets and more opportunities to gamble.

I now have no money left or access to credit. The financial losses and mental distress I’ve incurred as a result of Sportsbet.io not respecting the seriousness of my specific request are beyond devastating. 

I am writing this in request of compensation for the net loss of 19,208 XRP since my request to be permanently banned was not enforced and safer gambling measures were not appropriately applied.

Thanks in advance for your understanding and assistance.

Dear JordyP,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your initial self-exclusion request sent to the casino?
• Could you please share a communication in which you informed the casino of your gambling-related issues?
• Is our casino account currently closed?
• Have you already requested a refund from the casino due to failed self-exclusion? With what result?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thank you for picking up on this. I have emailed you a response and screenshots.

Best regards,

Jordan

Thanks for the provided information.

Please note if you request a simple account closure without giving a reason, this might not indicate you are in need of protection from further gambling in our opinion.

I reviewed both your requests and the initial response from the casino seems as initially adequate, as it seems to be part of the self-exclusion process set up by the casino.

The casino should permanently block your account after you inform them about suffering from gambling addiction.

Could you please advise whether on February 7th your account was blocked and you were no longer able to deposit and play since then?

Could you please advise how did the casino follow up on your request since then?

Hi Tomas,

As of February 15, my sportsbet.io account is now 'disabled' upon attempted access. I am unable to confirm whether this was in place from February 7th - however i was placed upon a 24-hour cooling off period after specifically requesting a permanent self-exclusion due to problem gambling and addiction. I have now emailed you screenshots of the most recent email correspondence with regard to the permanent self-exclusion request.

Thanks for your reply.

Based on the provided evidence it seems the response from the casino in September was adequate. Since you didn't mention the gambling problems in your self-exclusion request, you weren't protected.

Sadly live chat support's role was only to refer you to the appropriate department which seems to be the casino's process when such requests occur.

Please let me know if there is any further information I might have overlooked, otherwise the complaint will be closed.

Dear JordyP,

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.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.