Complaint #79 BetHard Casino

Self Exclusion Request not Followed site admits fault

By Andrew S.

2 years ago

Message on forum

Hello Askgamblers,

I recently emailed Bethard Casino showing proof of a permanent Self Exclusion request which they did not follow through with.

They admitted fault for not closing the account when requested and also acknowledged that they would refund funds. I submitted all paperwork as per their request and was told I was a high priority with returning funds.

Now every day for the past week, all I've received from them is:

"The relevant department is still handling your case, we will get back to you as soon as we have further information"

Furthermore, I contacted them again today and have stated that it's with their "back office department". I feel that I am being spun around in circles with this case and need help.

Attached is the information that I provided to Bethard and also the emails with communication to Bethard.

The total amount of funds is €990

If you require any further information please let me know.

Kind regards,

Shandy37

Disputed Casino BetHard Casino

Reason Other

Amount €990

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

BetHard Casino

• Representative

2 years ago

Good morning Andy,

We've sent over the relevant documentation to be signed and once signed and sent back to us we'll proceed with the payment.

Kind regards,
Bethard support team

AndyShan137

• Ireland • 3 reviews

2 years ago

Hello Bethard support team,

Thank you for your response.

I received your email and responded in kind. I can't understand how you can't give a time frame still at this moment and time.

As per your T&C a complaint should be resolved within 10 days unless stated that you needed more time. As of tomorrow it will be 10 days and the complaint and funds will still not be returned thus breaking your terms and conditions.

Can you respond here to Askgamblers with a timeframe when the document will reach me and also when the funds will be returned when the document is signed, as I'm trying to keep them in the loop with this complaint.

Kind regards,

Shandy37

BetHard Casino

• Representative

2 years ago

Hello Andy,

We have sent you an email to advise you of the next steps and we should hopefully have this matter resolved shortly.

Kind regards,
Bethard support team

BetHard Casino Complaint Stats

Resolved 23 / 24

Avg. Amount $7,389

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

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