What Happened
A player from French Guiana says they asked Bets.io several times from March onward to close their account for good, and that instead of closing it the casino kept them playing with bonuses, cashback and VIP perks. Over the next two months they say they lost more than €10,000, and they wanted a refund. According to the player, Bets.io's answer was that it did not know about any gambling problem at the time and that the bonuses had been accepted willingly.
How It Developed
- 2026-06-01Complaint opened. The player also mentioned a separate dispute about a VIP wheel that showed a 3 BTC prize that was never credited.
- 2026-06-03The mediator explained that a plain account closure and a self-exclusion for gambling problems are different things, and asked for the messages with the casino.
- 2026-06-10The mediator gave the player a template for a formal self-exclusion email and had them send it to support and the VIP manager with the mediator copied in.
- 2026-06-24After reading the screenshots, the mediator said it could not find any mention of a gambling problem to the casino before 10 June; the player replied that a 5-year self-exclusion had been requested on 3 May.
- 2026-07-01The mediator rejected the complaint: closure requests without disclosing a gambling problem do not oblige the casino to protect the player, and the losses were the player's responsibility.
Rejected
The mediator saw no disclosure of a gambling problem before 10 June, so Bets.io was not required to refund the €10,000 in losses.
What Has (and Hasn't) Helped
The refund claim failed, but the thread shows what the mediator needs: a message to the casino that clearly says self-exclusion and names a gambling problem, before the losses. Use that wording, keep a copy, and send it to every casino where you hold an account.