Account blocked after withdrawal request

First of all to askgamblers: buff.bet is refusing to respond to my inquiries about payments history, so I will not be able to show you that I deposited while a self exclusion. But I will upload prove of them admitting the fault.

On the 1st of October I wanted to freeze my account for seven days. I couldn’t find any responsible gaming tools on their site, so I contacted customer support of buff.bet to start a self exclusion period of seven days.

Due to some minor gambling issues and a lack of self control I tried to log in the next day to bet. I was able to log in and bet as usual, and I didn’t really think of my self exclusion. I just assumed that contacting support for a self exclusion wasn’t good enough, and that I had to do that via some tools on their site.

Yesterday I contacted buff.bet and asked where I could find these responsible gaming tools as I wanted to set deposit limits. Support referred me to a information site (https­://­buf­f.b­et/­en/­res­pon­sib­le-­gaming) which clearly says that all limits and self exclusions need to be set by support. That’s when I realised my account should have been closed for seven days, since that was exactly what I did. I didn’t really think of it before I was sent the link from support. Confronting a very helpful and polite customer service agent, he confirmed to me that my account was (should have been) closed to the 8th October 11:58 pm.

From my self exclusion request to I was made aware of the situation I made five deposits and no withdrawals. I immediately demanded a refund of all deposits since my account should have been closed.

Today I received an answer from buff.bet confirming the problem was on there side, but they refused to refund my deposits since I didn’t express any gambling issues.

The way I see it, I asked for my account to be closed for seven days and it is completely irrelevant if I have gambling issues or not. I asked for the account to be frozen and should not have been able to log in and play during that period. Gambling issues or not, my account should have been close.

Buff.bet uses against me that during the chat with their customer support yesterday I stated that I do not have gambling issues, which is partly a lie on my behalf because I have a mild form of gambling issues, and therefore there is “no reason to refund”. First of all, many people would not admit gambling issues, specially not to a casino. Secondly, when someone asks for a timeout there’s is a reason for that, that is often that the player can’t necessarily control him-/herself. Thirdly, as mentioned I do have some gambling issues, and I have closed most of my accounts because of that so I did not want to admit that to buff.bet because I did not want my account to close.

I believe buff.bet have made a very serious breach of responsible gaming and have done nothing to protect me as a player.

I demand all deposits refunded based on the fact that my account should have been closed.