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,

Dear @Bloodborne99,

The AskGamblers Complaint Team is kindly asking you to attach to the complaint thread screenshots of promotional emails and SMS messages you have received from BetBeast Casino as stated in your previous public posts. We will use this occasion to remind you that all attachments are marked as private by default in our Complaints System, and all information exchanged with our Team is strictly confidential.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to post the public message with the attachments as stated above.

Should you refuse to cooperate, we will have no other choice but to reject the case and recommend you forward it to the relevant regulatory body.

Thanks for your cooperation.

It appears that some of Emails are recoverable. I enclosed one of the recovered Emails . This completely backs up my claim and proves that betbeast Did in fact send me offers.
I hope to have more but again BetBeast stated that no Emails were not . Enclosed is the Evidence they are incorrect in that Statement
However in this case to reach a fair compromise I will entertain the Possibility of A glitch or unintentional Marketing Messages

We will wait for the response from the AskGamblers team.

I Agree and will abide by Ask Gamblers decision

Dear @Bloodborne99,

The AskGamblers Complaint Team is kindly asking you to attach to the complaint thread screenshots of promotional emails you have received from BetBeast Casino so that all details are visible (email address from which it was sent as well at date).

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Good Evening,
I Did already send them and received a confirmation Email from Mia.
I forwarded them to suppor­t@A­skg­amb­ler­s.com again just now. Screenshots are enclosed.
Not all Emails were recoverable but Again it proves that i did receive some .

I believe both myself and BetBeast Casino are waiting on AskGamblers to mediate and Make a Decision.
I had Emailed the Screenshots to Support AskGamblers.com and Posted to the thread but Today received another request to do so.
As I previously stated not all emails were recoverable as they were marked as Spam but I have Enclosed a few which proves my Complaint.
Even one Marketing/ Gambling Offer confirms my whole Complaint.
BetBeast Casino Vehemently denied sending a single Message or Email
I enclose Screenshots of At least one Single Message.

Dear Andy,

May I remind you that you actually deposited on the 28th of March, the emails you attached are transactional mailers as shown with the verify email and tournament winner mailer.

May I please also remind you that in all your accusations you mentioned that we pushed you to sign up to our platform through marketing emails as well as VIP offers. Can you please provide this evidence? Can you also please explain how we did push you to sign up on our platform? The verify email transactional mailer is sent when a player signs up but didn't verify his email address.

Apart from all the previous information we provided, we have also provided a list of all the transactional mailers that were sent to you around the time you deposited. Yet, somehow you say that your complaint is backed with evidence that is based on dates after your deposits.

We have also provided evidence to AskGamblers that no SMS were sent to you, even though you implied we did and we also sent evidence that no emails were sent from your side. Every time an email is sent to our support email, a ticket is created on the system which cannot be deleted and an automated email response is sent as a reply as a confirmation of receipt. None of this was even provided as evidence to back the claims, which strengthens our claim that in no way or form we have ever pushed you or forced you to sign up with us.

You also successfully used the RG tools available, even though you claimed tools for self exclusion and limits were not available or clear, evidence was sent to AskGamblers not only showing that in fact they were listed with the option you chose but we also provided evidence of a detailed explanation of what each limit is and what it does, which is present on the same page where players can opt to apply the limits.

We eagerly await AskGamblers' decision on such a matter. We have been 100% transparent through out this complaint thread and provided full evidence backing our claims.

Regards

We are Clearly at an Impass here.
Betbeast Casino is hardly going to provide evidence that backups my Claim and Disproves their Claim.
Betbeast Stated Not one Single Email was sent to me but now States it was a different style of Mails.
Whether it was Email Verification or as in the Email VIP offers, I was still being encouraged to Gamble.
I cannot state why my Original Emails asking Prevent and Stop Gambling/ Casino Offers were not followed up with a Ticket.
Again I will Entertain the option that this was an IT issue.
I have provided Evidence of My Emails in a continuous Thread Complete with The [email protected] Address on the Emails. BEFORE it started Gambling.
Lastly I do agree with Betbeast Casino that we both Eagerly await the AskGamblers Decision on this Matter with a hope to resolve it amicably.
Regards

Please provide evidence where we stated that no emails were sent to you. I can confirm no VIP emails and no SMS were sent to you as previously mentioned.

I can also confirm that you had opted out of marketing emails which means that you weren’t included in marketing mailers.

Notification that you won a prize following your gambling and notifications to verify your email are not motivators to push someone to gamble. We have strict rules to follow and verifying an email address is not a gambling motivator.

Once again I invite you to provide evidence that shows like you stated the sms we sent; the VIP offers and how we pushed you to sign up.

There’s no impasse. There was no IT issues from our side as on the dates listed when you claimed you sent emails, we successfully received emails and chats from other players.

If you had internet issues from your side that prevented such communications to reach us, that is beyond our control and in no way held responsible when it was clear you had access to all RG tools including deposit, wagering and loss limits.

Eagerly awaiting evidence that backs your claims that you were pushed to gamble. May I remind you, you deposited and gambled on the 28th.

I have provided and stated my case and await the Decision from AskGamblers.
Yes we at an Impass ,I enclosed the actual response circle where BetBeast admitted the Marketing requests were set to no and Email SHOULD not have been sent.
I Sent Emails asking for no Contact BEFORE I set up and Clear Marked the Emails with the term Self Exclusion.
If the Setting were in Fact off I would not have received anything.
I Sent Emails to [email protected] and Provided proof of this.
Why or if they were not action is not my fault.

I Request for AskGamblers to intercede and Rule on this Matter.
I will fully abide and accept AskGamblers Decision

I suggest you do some research about the difference between transactional emails and marketing emails.

In your screenshot you confirmed that it was clearly stated from our side that no marketing emails were sent. Proof was also sent to AskGamblers showing that you had opted out.

This is a clear misunderstanding from your side. I still await your proof to your claims about sending you SMS, VIP emails and how we pushed you to sign up on our platform.

I hope AskGamblers resolve this issue at their earliest. At this point there is nothing further to add, it has been clearly shown that there are several unfounded claims.

We also have proof to show through which affiliate source he joined our platform further debunking his claim that we pushed him to sign up to our platform.

We leave this matter for AskGamblers to reach a verdict. If further proof or information is required, we’ll be more than happy to provide anything needed to back our claims.

I agree also to leave the matter to AskGamblers to reach a Verdict.

If My request via Email to Betbeast on the 25th,26th & 29th was followed then I should not have been able to Gamble .
I also have nothing further to add at this point

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that BetBeast Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.