BetBeast Casino - Responsible gambling protocols

Dear Andy,

I have taken a look into your account. I see that all marketing options on your account were all set to No from your side, which means that you opted out of the marketing notifications and no marketing communication should have been sent to you. I asked the marketing team to check if there were any communications sent to you and what dates these were sent. It would help if you could send me photos of the promotions you received from us.

Also please note that I didn't find any communication from your side with the customer support team, but I will also flag this to see for what reason the emails you sent were not delivered.

We also have all responsible gambling tools available for players to use, as I can see you used the user session limit on your account.

I have closed your account to avoid any further issues.

Best Regards

Good Evening,
I received messages and mails around the 24th of March. I blocked the after 3 days I blocked the SMS and mails which deleted.
I started mailing on the 25th many times until the 29th.
As stated a requested and end to messages as I suffer from Gambling Addiction.
The messages were ignored and I gave into my Addiction and setup an account and Gambled aprox €500.
I Request the Casino refund this as Show I emailed many times and was unable to Connect Via Chat. For Four Days the Chat was "Attempting to reconnect "
This led me to believe it was Connected but Disconnected
I firmly believe I was targeted with messages and offers due to Gambling Addiction.
I did subcome to my Addiction and lost hundreds of Euro .
There is no option to close the account on BetBeast only a time limit in minutes, this is not acceptable in responsible Gambling terms.
If The request was followed on the 24th of March and my account closed, Offers,Marketing Stoped as I asked.
Yes there is a user session option but not a Permanent one.
I should not have been able to gamble on the 29/30 .
I continued to receive Offers up to the 1st of April.
I have Supplied Screenshots I request AskGamblers to mediate and make a decision.

Good morning,

I'm still looking into the matter. I should have an update later today.

Dear Andy,

We have investigated your case and concluded that you have not opened any tickets with our Customer Support department. Every email that is being sent to [email protected] will automatically open a ticket and the ticket system will send an automated reply with the ticket number.

Our Live Chat is available 24/7 and again we concluded that you did not speak with any of our agents. We cannot be held responsible for any Internet connectivity issues you are experiencing.
Please note that we take responsible gambling seriously and offer various tools to protect yourself including Self Exclusion. Details can be found here:

https:­//w­ww.b­et­bea­st.c­om­/en­/re­spo­nsi­ble­-ga­mbling

You have not used any of our responsible gambling tools except for a Session Limit which was set to 999,999 minutes. Your claim we do not offer permanent account closure is incorrect.

You state that we have been sending you emails since 24th March 2024 which is again incorrect. You have created your BetBeast account on 27th March 2024 at 23:07. You received the first transaction email on 28th March 2024 requesting you to verify your email address.

On top of this you are stating we have sent you SMS messages which is false. BetBeast has not sent you a single SMS message.

We will gladly provide proof of all the above to AskGamblers.

Dear BetBeast Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AGCCS Team,

Thanks for your prompt reply. We will follow up shortly with all the proof.

Hi,

All proof was sent via email to suppor­t@a­skg­amb­ler­s.com as requested.

Awaiting your reply.

Best Regards

That is not Correct.
I Emailed asking for the contact to stop. It is convenient that you Did not receive the Emails.
As I stated I asked for the contact to Stop but then Gave into my Gambling Habits and Set up and account.
I firmly believe I was target by Marketing Emails designed to get me to set up the account.
What is incorrect also was that I received Marketing and VIP offers AFTER I activated the 99999 minutes break.
The Take a break in minutes is also designed to Confuse. Most Responsible Gambling breaks are Days,Weeks and months with also a Permanent option.
Lastly the Chat was unable this was not an internet issue. I believe I was blocked from Contacting chat.
Everything you stated was exactly what I stated in my complaint.
I never stated I spoke with an Agent as I was unable to reach one.
I stated I got no email reply hence the further emails.
Again I will refer to AG for professional Mediation on this matter.
Thank you

Please advise why betbeast Casino is sending Information to AG suppor­t@a­skg­amb­ler­s.com .
Any information containing my personal details is in violation of GDPR Guidelines.
I request this information be sent to me to give me to opportunity to view and query if Necessary

Dear Andy,

Again, you are making a false statement that our VIP department has sent you emails while this is not the case. All other claims have already been disputed in our previous reply.

We feel confident sufficient proof has been provided to AskGamblers who you have appointed as mediator to review and close this complaint.

We are a new casino, but we pride ourselves in our good reputation. Our Customer Support and VIP department swiftly assist players with gambling problems and during the short history of our brand there are already hundreds of players who have applied a Self-Exclusion to their account.

Please note with regards to your GDPR complaint, as listed on AskGamblers Terms and Conditions:

"You authorize the AskGamblers Complaints Team to request and/or receive from the affected casino operator information related to your casino account, registered details, gambling logs and activity and/or any other information which could help us identify the issue in completeness and come up with a justified and fair judgement."

Best,