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The provider Loot.bet does not want to accept that I have blocked myself because of gambling addiction. I still have € 200 in the account and the provider persistently refuses to pay it out. I deposited with a direct bank transfer and a withdrawal is only possible with bitcoin. This provider is apparently a scam, as they keep my account open despite gambling addiction and do not make any payments

Der Anbieter Loot.bet will nicht akzeptieren, dass ich mich wegen Spielsucht gesperrt habe. Ich habe noch 200 € auf dem Konto und der Anbieter weigert sich beharrlich diese auszuzahlen. Ich habe mit einem direct bank transfer eingezahlt und eine Auszahlung ist ausschließlich mit bitcoin möglich. Dieser Anbieter ist scheinbar scam, da sie trotz Spielsucht mein Konto weiterhin offen halten und keine Auszahlung tätigen

Dear Stefan,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? How many days ago was the self-exclusion requested and applied?

I hope we will be able to help you to resolve this issue and receive your funds as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I applied for self-exclusion over three days ago. The provider refuses to do this because I still have credit. Of course I've lost everything in the meantime. Although I gave the advice that I would lose everything, they did not want to close my account.

Yes, I should verify myself. However, I can still only withdraw with tokens or bitcoin, even though I don't use either of these methods.

Den Selbstausschluß habe ich vor über drei Tagen beantragt. Der Anbieter weigert sich, diesen durchzuführen, da ich noch Guthaben habe/hatte. Ich habe inzwischen natürlich alles verloren. Obwohl ich den Hinweis gegeben habe, dass ich alles verliere werde, wollte man mein Konto nicht schließen.

Ja, verifizieren soll ich mich. Allerdings kann ich dann trotzdem nur über Jeton oder bitcoin auszahlen, obwohl ich diese Methoden beide nicht nutze.

Could you please any relevant communication to petronela.k@casino.guru? Thank you very much in advance.

Completed

Erledigt

Thank you very much, Stefan, for your emails and forwarded communication. Do I understand correctly that the casino had an issue sending your funds via bank transfer?

"We have an update on your question.

Unfortunately, we are unable to make a withdrawal to your credit/debit card at this time - the transaction will be declined by the issuing bank.

We can offer you several alternative payment systems to withdraw your funds, such as Neteller or Bitcoin/Ethereum. 

Please let me know which option suits you the best, and I’ll guide you through making a new withdrawal request to a different payment system."

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Banks in some countries refuse to receive players’ funds from gambling establishments. Unfortunately, casinos are powerless in this.

Do I understand correctly that all your funds have been played and lost?

Yes, the casino deliberately refused to close my account because I was about to lose my money. I have stressed my addiction a number of times

Ja, das Casino hat sich ganz bewusst geweigert mein Konto zu schließen, da ich das Geld verlieren sollte. Ich habe etliche Male meine Sucht betont

Do I understand correctly that the casino has been informed about your addiction on the 25th of October? When was your account blocked?

Not until the 200 € were also lost. So about two days later

Erst als auch die 200 € noch verloren wurden. Also ca. zwei Tage später

Yes it is! I had to lose the € 200 after this email because the account was not closed. They refused to close my account! In addition, I couldn't pay out the money

Ja, so ist es! Die 200 € habe ich nach dieser Mail verlieren müssen, da das Konto nicht geschlossen wurde. Man weigerte sich mein Konto zu schließen! Zudem konnte ich das Geld auch nicht auszahlen

Thank you very much, Stefan, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Stefan,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite LOOT.BET Casino to the conversation to participate in the resolution of this complaint.

Hello. This user had an active income transaction during the self-exclude request.

We can confirm that his first deposit request has been delayed on the payment provider side. That is not a common problem, so we directly contacted them to get user transactions to proceed as soon as possible.

We acted in a user-friendly way and gave him a chance to withdraw all remaining funds before restricting access to the website. The first self-exclude request did not contain the gambling addiction part. User declined verification process, which is required by terms of service to get a withdrawal option.

Right now, user access to the website is restricted by article 6.9 of the Terms of Service: Please remember that betting is purely for entertainment and pleasure and you should stop as soon as it stops being fun. Absolutely do not bet anything you can’t afford to lose. If you feel that you may have lost control of your gambling, we offer a self-exclusion option. Just send a message to our Customer Support Department using your Registered Email Address that you wish to SELF-EXCLUDE and this request will take effect within 24 hours from the moment of its receipt. In this case your account will be disabled until your further notice, and you won’t be able to login to it.

Thank you LOOT.BET Casino for the reply.

Dear Stefan,

In what way did you ask for a self-exclusion the first time? Have you mentioned the gambling problem?

I have informed the provider several times that I urgently need to close my account despite a pending deposit. Loot.bet has always emphasized that this is not possible because the deposit has not yet been booked. Even when the deposit was credited, they did not want to close my account. Obviously I should lose the money urgently first. Throughout the time I have been pointing out that I have gambling problems. I can not do anything more. The provider simply didn't care!

Ich habe dem Anbieter mehrfach mitgeteilt, dass ich, trotz schwebender Einzahlung, dringend mein Konto schließen muss. Loot.bet hat immer betont, dass dies nicht möglich sei, da die Einzahlung noch nicht verbucht war. Auch als die Einzahlung gutgeschrieben war wollte man mein Konto nicht schließen. Offensichtlich sollte ich das Geld dringend vorher verlieren. Während der gesamten Zeit habe ich darauf hingewiesen, dass ich Spielprobleme habe. Mehr kann ich nicht machen. Es war dem Anbieter schlicht egal!

Thank you Stefan.

Dear LOOT.BET Casino Team,

On Mon, Oct 25, 2021 at 03:51 PM, the player sent the following email:

"my Account ist closed due to gambling addiction. I don't Rollover. I don't use any of the methods you told. Process the Money Back or you will find Several negative experience Reports Soon! Promise. You told me your Site is Not Scam. Your Site is and i will warn AS many people AS possible"

At this point, the casino should have known about the player's gambling addiction and shouldn't let him play anymore. If the money was still in his account at that time, he should get it back.

There might be various reasons when user wants to close his account, and these reasons are not always about gambling addiction.

In this particular case, the user explained his decision as not being satisfied with the service: "Close my Account forever without any possibility of ever reopening it again due to your Limits and the fact that deposits are Not instant..."

That is true but in this case, he actually used the words "gambling addiction". Shouldn't it be of concern to the casino?

As we said before, if we instantly block his account while he has an active income transaction, we will not be able to make anything when his deposit proceeds. As a solution, we offered him a verification process to withdraw all remaining funds, and after it, we will restrict access to the website. The user denied it, so we gave him an option to pick alternative payment methods, and we got a negative response on that solution. He decided to place bets for the remaining balance, and after this, his account was disabled.

Dear LOOT.BET Casino Team,

I don't know how exactly your system works. However, as soon as you are aware of gambling addiction, the player shouldn't be allowed to continue playing and lose their money (as well as win money) and their deposit should be returned.

We would like to ask LOOT.BET 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Stefan,

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 to contact the Curacao Gaming Authority (certria@gaminglicences.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 replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

We’ve reopened this complaint at the request of LOOT.BET Casino casino. As the casino decided to refund the player, we are changing the status of the complaint to "resolved".