Sportbet.one Support and Complaints Thread

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Thanks for joining our forum SportBet.One. Welcome on board. 

Welcome to the best gambling forum 

Welcome to LCB 

Welcome to our community  

Hello everyone,

I'm filing this complaint because the casino is failing to uphold responsible gambling practices.

On June 30th, I requested self-exclusion via email, and followed up twice, informing them that the self-exclusion tool on their website was malfunctioning. They neglected my requests, which resulted in my loss of 2,840 USDT between the 6th and 7th of July. I am seeking a full refund of this amount and a permanent self-exclusion from all their services, including the termination of my account.

Thank you for your attention to this matter.

Best regards,

rexola23

Hello rexola23,

Sorry to hear about that.

Have they perhaps explained to you why your self-exclusion wasn't approved? Please send us your casino username via private message so we can reach out to the casino representative and inquire about your case.

Thanks!
 

Hello JovanaV,

i just sent you the requested information and the full email conversation exchange i had with the casino in regards my self exclusion request.

No they didn't explained me the reason and just neglected my case leading me to such a huge financial loss !

Hello rexola23,

Thank you for providing the information. We will contact the Casino representative and update you as soon as we receive a response.

Hey JovanaV,

thank you for your reply just keep me posted when there's an update.

Many thanks

Hi rexola23,

We haven't heard back from the casino rep yet, we've sent them a reminder now.

Keep you updated on this thread. 

Hello JovanaV,

thank you for the updates. Looking forward to see their answer about this concern.

Best regards,

rexola23

Dear rexola23,

Here's the response from the casino rep:

This player activated the cooling-off period on July 1, at 10:06 a.m. 

After 24 hours, he received an email that his account was reactivated. And if he wants to continue the self-exclusion process, he should click on the corresponding button. But the player did not open this email.

Hey JovanaV,

thank you for your reply.

Just on the 2nd of July i informed them through email „Hello, There's no option so far, and let me make it clear: forewarned is forearmed. You will be held fully responsible and accountable for every single penny I lose if I lose control. As I have stated, I am a problem gambler and lose control very easily. Therefore, i demand that you close my account permanently and immediately to prevent any further issues for all parts involved!“ and there were no reply this contradicts with there statement on the responsible gambling section Sportbet.one highlights its commitment to the well-being of its community, so you can contact our support 24/7 and request assistance enabling the cooling-off period. Remember, you’re not alone; we’ve got you!
It‘s much clear that they neglected my case leading me to such a financial loss and they are fully responsible of that.

Looking forward to hear from you back.

Best regards,

rexola23

Hello rexola23,

We have forwarded your response to the casino rep and will update you as soon as we hear back from them.

As was said before, the player received an e-mail for reactivating self-exclusion, which he hasn't opened yet. As soon as he reclaims his self-exclusion, we will be able to close his account permanently.

Our policy for self-exclusion states, that after cooling-off period player's account will be reopened and it's up to the player whether to continue self-exclusion process or not. But the procedure must be followed here.

And i just emailed you one hour after stating that there were no option and i demanded an immediate self exclusion and there were no reply back. So you're fully aware of my vulnerability because of the gambling addiction and you just ignored the situation. In all casinos when mentioning the gambling disorder through email the account get self excluded within 3 days !!

So you are fully responsible of my financial loss and I'm demanding a full refund of the deposits made between the 6th and 7th of July and a termination of my account 

Hello rexola23,

We've contacted the casino representative again and referred to your latest posts. We will update you as soon as we receive a response.

For the permanent self-exclusion you need to follow the next steps:

1. Open the received letter and press "Extend self-exclusion period" button

2. You'll be redirected on the Sportbet.one website to Self-exclusion menu, where you can choose duration of your self exclusion period:

3. Choose the permanent option

4. After you confirm your choice, you'll receive an e-mail of confirmation, Here's an example:



Please show us precisely on which step does problem occur, preferably with the screenshot, so we could help you solve it.

Unlike the comprehensive explanation you provided, your agent, who was treating my email, failed to elucidate this complicated and confusing process to me. This stark contrast in communication raises serious concerns about his professionalism or, worse, a blatant negligence on his part, fully aware of the gravity of my predicament.

I explicitly clarified my dire need for self-exclusion due to my lack of control and identified myself as a problem gambler. His failure to act on this crucial information has resulted in a substantial financial loss of 2840 USDT and exacerbated my critical situation by worsening my gambling behavior. Others' lives are not a game, and it is a red line that should never be crossed, especially when I informed and demanded multiple times that you execute promptly the self-exclusion !

Given that you were fully forewarned about my circumstances multiple times through emails and therefore I am demanding an immediate full refund of 2840 USDT to be credited to my main USDT address. This situation is untenable, and I expect prompt action to rectify the severe consequences of such a negligence.

We've reviewed the correspondence between our support agent and yourself. As far as it goes, our agent followed the standard procedureOur tech support team also has confirmed, that there was no technical issues with self-exclusion function. 

After player's request for cooling-off period filed at July 1, at о 10:06, our system sent an e-mail for activation of self-exclusion (e-mail was sent July 2), and one more the same day, when the first one was ignored.

From this moment forward we do not hold responsibility for the player's action because procedure was violated by the player.

Check your email address and stop fooling me here !! Just after I received the email from you i sent an urgent email and I clearly said that there were no option and literally informed you about my problem with losing control and being a problem gambler and the gravity of the situation. It's 1000% your fault by neglecting my request and ignoring my email and now saying you're not responsible !! Are you serious ?! Your email came on 2nd of July at 9:06 am and i sent you my urgent request at 9:49 am on the same day and still you falsifying my statement and try to bring the events to your side it's a big shame !!!

Hello rexola23,

We have directed the rep to your latest post, but we still do not have a response from them. Keep you updated on this thread.

Hey JovanaV,

thank you for your update.

Thank you for the notification!

There is an issue with the screenshot user provided. It was clearly taken via "Print all" option, based on the format in which the email is displayed and the inactivity of the button. Earlier on the discussion we provided a screenshot of our mail system, where you can clearly see that our system notification emails were ignored. Also user did not provide us with such evidence in any way earlier, except for publishing it here after almost a month. Our tech support team also has confirmed, that there was no technical issues with self-exclusion function during this period. 

Our Privacy policy states:
 

To terminate user account and remove all user-related data, User can choose one of the options:

• Use the self-exclusion option on the website. To do it, the user should log in and go to the settings page https://sportbet.one/#settings/general and click on "Request self-exclusion." After that, follow the instructions which can be found here - https://sportbet.one/responsible-gambling

Every new user need to familiarize themselves with it:

We've also reviewed the correspondence between our support agent and this user. As far as it goes, our agent followed the standard procedure. We do not hold responsibility for the player's action because procedure was violated by the player, and urge you to close this case.

Hello rexola23,

Since we've got the feedback from the rep, we would need to close this complaint and mark it RESOLVED.