Favbet Casino - 플레이어가 예치금 환불을 요청합니다.

Hello, i have been trying to contact Antillephone since april, but they never answered my emails, phone calls , or skype messages. I am writing to tell you about my problem with favbet which i have been trying to solve for over 6 months now. 

Here is a brief review of my case:

 Favbet refused to permanently close my account since 26/06/2022 , although I mentioned many times that i am losing a lot of money, and told them I will contact responsible gambling if they do not close the account. They never cared or closed the account which resulted in a total loss of over $5,000 . I have sent them over 30 emails mentioning that i am losing a lot of money and i want the account permanently closed. I want a refund for all the deposits made from 26/06/2022 till today, and a compensation for all the damage done.

favbet also refused to give me any information regarding their license provider which is totally disrespectful and a clear violation of terms and conditions. This means that they did something wrong and they are afraid that i will contact their license provider.

Dear 7anoosh,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

I mentioned many times in over 30 emails, that I want a permanent closure because I am losing a lot of money . I also told them that I will contact responsible gambling if they do not close the account , and hire a lawyer for a refund. They never closed the account.

i have sent the screenshots to the mentioned email

Thank you for your email.

I checked the casino website and found this:

3.Player Self-Exclusion for a Determined Period of Time or Final

For Players who wish to set gambling limits we offer a voluntary self-exclusion policy, which allows them to close their account or restrict their gambling activities on our platform for different periods of time. Once the Player's account has been automatically excluded, it will be closed until the expiration of the selected period. At the end of the self-exclusion period, the Player will be able to resume the use of any Services by contacting the Customer Support Service.

If, during the self-exclusion period, Players attempt to open a new Account, they must accept that FavBet will have no financial liability and will not be held liable if they gamble or use a new Account for our services under a different name or address.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly 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:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx

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."

Please send another email to info@favbet.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

What about my deposits which were gone because of them acting irresponsible!! How can a casino receive 30 emails of permanent closure and not suspect any gambling problem?!

If you haven't mentioned a gambling problem to the casino in the past, I would encourage you to mention it in the request as well.

Please understand the casino will only act to protect you when gambling issues are mentioned to them. If you haven't informed the casino about your issues with gambling in the past, we don't think you are eligible for a refund.

I informed them that i am losing a lot of money . And i will contact responsible gambling if the account in not closed within 24 hours , that was on 13/10/2022!! (Screenshot attached to your email)

I wish I could be of more help. Please let me know if you sent the self-exclusion request to the casino and if the casino already blocked your casino account.

You never helped actually . This is the 3rd case you couldn’t help in , and I already received a refund from other casinos while you said i am not eligable for any refund!!!

It is my right to contact the casino operation (Antiellphone) and favbet casino refused to give me any details on how to contact them. I have already sent many emails since march but nobody answered . Can you help me contact their license provider, or can you contact any of their managers regarding the case?

I am sorry we weren't able to help.

You may contact the casino's authority (Curacao Antillephone) directly via the email: certria@gaminglicences.com

Could you please advise if you requested self-exclusion in the casino as I suggested due to your gambling issues? Was your account closed yet?

I contacted this email over 10 times since january, 2023, but they never answered or replied! I did not clearly state that i want self exclusion , but i stated that i am losing a lot of money and i will contact responsible gambling if the account is not closed ! Everyone thinks it is enough proof that I have a gambling problem! But you are taking the casino’s side and I understand .

thank you

I am sorry to hear that.

Since your account is still open, I would strongly suggest you send an email to the casino (info@favbet.com) following my recommendation in order to self-exclude your account due to gambling problems.

Again, I am sorry but similar to your previous complaint since you didn't explicitly say the reason why you want to close your account to be closed due to gambling problems, according to us you are not entitled to a refund.

Please let me know about your further steps.

explain to me when i tell them close my account and i am contacting responsible gambling if the account is not closed in 24 hours!!! It is the clearest thing on earth ! Does responsible gambling sell icecream? Responsible gambling is only contacted when a player has a gambling problem. You are always on the casino's side . Thank you for always favoring the casino over the player , and sorry but i am closing my account here so you won't be able to know my further steps.

I am sorry if I upset you, however, please understand in order to close your casino account without the possibility of it being reopened later, you need to request a self-exclusion in the casino. Otherwise, you won't be protected and it might be possible for you to reopen your account later.

I urge you to request it following the template I provided, otherwise, we will consider you not cooperating in the resolution of the complaint and we will reject it. Please let me know if you did so already. If you submitted a self-exclusion request and the casino will not close your account, we'll intervene.

I recommend you send the email to info@favbet.com according to the following template:

mail subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (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."

I am telling you for the 100th time the account was never closed . Neither permanently nor a normal closure . I requested the closure over 30 times . It was never closed at all , and they never considered the closure !!!!!!!

I understand you wish your account to be closed, however, before we contact the casino, please follow my recommendation on how to request the account closure at the moment. We believe that requesting it the way I recommended will work. If it won't work, please let me know and we'll contact the casino.

So what do i get if the account is closed now?? What about my deposits of 5,000$? Why did i contact you ?? Just to close my account! No thank you .

it is my right to be able to contact the license provider if i have a problem right?? They refused to give me any information how to contact them

I am sorry to hear the authority is not replying to your requests either.

We don't consider your requests to be reason enough to request a refund from the casino. As I mentioned previously, and as was explained in your previous complaint with SlotV Casino, you didn't explicitly say the reason why you want to close your account to be closed due to gambling problems. You said multiple times you 'lost a lot' which is not sufficient proof you are losing control of your gambling.

Due to this reason, and due to the fact you refuse to cooperate, we're forced to reject your complaint.