Betplay.io: Self-Exclusion Failures

Two cases on file from players in Germany who say Betplay.io didn't protect them after they told it about a gambling problem.

One says Betplay.io closed their first account at their request, then let them open a second with a new email, and blocked it only after heavy losses.

The other asked for part of their losses back; Betplay.io said deposits are final and suggested professional help. The mediator explained that a refund needs a clear message about a gambling problem sent before the deposits.

Betplay.io didn't answer the mediator in either case.

• Keep a copy of any self-exclusion request you send — the mediator asks for it first.
• Say clearly that you have a gambling problem before the deposits you want back.
• Check a casino's licence before you deposit; with none, there is no regulator to turn to.