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Hello, I wrote an email to support on September 8th with a request for self-exclusion. On August 9th, I received the mail that my concern would be forwarded to the appropriate office and that they would take care of it. But nothing happened and I was able to continue playing. Do I have the right to get my deposits back on August 9th? In addition, there is no button in the casino where you can exclude yourself.

Hallo ich habe am 8.9 eine Mail an den Support geschrieben mit bitte nach einem Selbstausschluss. Am 9.8 erhielt ich die Mail ,das mein Anliegen an die entsprechende Stelle weiter geleitet wird und man sich darum kümmern würde. Es ist aber nichts passiert und ich konnte weiterspielen. Habe ich ein Recht meine Einzahlungen ab dem 9.8 wieder zu bekommen ? In dem Casino gibt es außerdem keinen Button wo man sich selbstausschließen kann.

Dear Bärbel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. From the forwarded screenshot I understood that you haven’t mentioned the gambling problem or any other reason why you wish to close your account, is that correct?

Please, let me explain to you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Was there any further communication after the 9th of August? If yes, please forward it to petronela.k@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you, Bärbel, for your reply.

As I mentioned earlier, without stating the reason why you wish to self-exclude your account it won’t be blocked instantly. I have checked the general terms and conditions, and this is what I found https://20bet.com/information/terms-and-conditions:

"20Bet customers are informed about the odds of winning and of the potential consequences and risks of losing.

You can request your full bet history. Your withdrawals and deposits can be accessed through the "My Account" section.

Our customers have a self-excluding option.

Please write to customer support for help and also use the Self-restriction option if necessary.

We provide assistance to players with potential gambling problems which is readily available, systematically provided and logged. We monitor all requests.

20Bet offers a self-restricting option that allows you to close your account for a certain period of time: a week, a month, 6 months, a year. Your account will be blocked only after the specific period of time has been clarified in your message.

We will do our best to prevent you from creating new accounts and block new ones. Your account will be automatically unblocked after the selected time period ends. To have this option enabled please contact us via support@20Bet.com.

During the self-exclusion period, the Customer must not attempt to open a new Account and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or using a new Account with the Service under a different name or address."

If your account is still accessible, I would recommend sending an email including all the relevant information to support@20Bet.com. In this way, you’ll have proof of such action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Please, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.

Thanks for your help

Danke für ihre Hilfe

No problem. Please keep me updated.

Dear Bärbel,

Have you succeeded in closing your account? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.