Non acknowledging my self-exclusion request

It seems now that their mobile version of the website has been closed. Attached is a screenshot from their page. Ask gamblers is there anything you can do?

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

A further update to this.

On the 1st I registered with betvoyager, played and lost a couple of hundred pounds. It was at that point I wanted to self exclude as I know I have an addiction (I’m barred from 99 percent of casinos and have used the blanket ban from gamblock) this casino wasn’t on the list.

When I searched the site for information on their responsibile gaming practices o was taken to a page that stated that A, to request deposit limits change, you should speak to support but it wouldn’t be actioned for 24 hours (that’s to lower your deposit limits) and B, for self exclusion request speak to ‘support’ team. This page had no contact information on it whatsoever. I was left to try and navigate the website again trying to find support. I found it on the menu and clicked the link, that’s where I found the contact for support: an international telephone number where international call charges would apply (not very fair) an email address: suppor­t@b­etv­oya­ger.com or a supposed live chat over Skype. I don’t have skype and can’t get it on my mobile, it seems odd that I would have to download a completely different app to speak to support. I chose the email addeas as that seemed the best way to contact them and save a copy of the email if there was any issues. I’m glad I did this.

I emailed them about 7pm on the 1st and asked for a self exclusion to be actioned as soon as possible. I added my username to be clear they had he right account.

24 hours later I had not heard back so I checked the site and was allowed to log in. I immediately emailed support again asking why it hadn’t been actioned and told them it was very important to do this as I had an addiction.

Again, 24 hours later, I had not heard back and checked to see if I could log in, and shockingly enough I could, it was at this point my willpower went and I deposited another £100 hoping to regain my funds (but also half knowing that had I won anything they may suddenly remember the self exclusion request) I don’t know why we do this as addicts as I know it doesn’t make sense, however, that’s why self exclusions are needed. Needless to say I lost again. This point I emailed for the 3rd time. I decided to try and find some other contact for them seeing as they completely ignored their support email address (however stating that support is the only way to utilise any of the responsibile gaming tools) I found a link that mentioned contacting admin to leave feedback and clicked on that which took me to why appeared to be an internal emailing system. I decided to send TWO emails to them via this system (where I could not retain a copy).

About 2 hours later I checked and I was then not allowed to log in. I received no email back, no confirmation, no pointers to gambling addiction care, no information about how long the account was closed (or even if it was closed or self excluded)

24 hours later (that’s 36 in total) I received a short reply from them. This is a copy and paste of what they said:

Hello,


Be informed that this e-mail address is not monitored 24/7.
That is why we have an internal message system at our casino, which is
monitored 24/7.
As soon as we received your message there, we closed your account.

There is nowhere on the site that says I must email through the internal system, just to email support and to use the email address stated that I used. I only stumbled upon the internal messaging system by chance.

I emailed back asking for them to refund my deposits that I played after the 48 hours had passed since I excluded. I mentioned that UKGC states that these requests must be actioned in a reasonable time. I don’t think 48 hours and 5 emails is a reasonable time.

I have had no more emails from them despite emailing them quite a few more times, I’ve also asked what their ADR process is. Nothing back at all. 1 email in 1 week.

I looked at their webpage today and it looks like they have been made to stop due to UKGC regulations. I don’t expect a response anytime soon so I would ask yourselves at askgamblers to step in and advise the best course of action.

I have screengrabbed the pages on the site where it points to their RG procedures.

Thanks