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On February 6th, 2021 I asked Live Support to close my account immediately.

Here my request was not met and I was referred to the VIP support. But he didn't get in touch with me until 24 hours later. The correspondence was like a delaying tactic. As a result, I have paid a further € 1,900 to date.

I am now demanding this back because this behavior does not comply with the guidelines of the Gamblin Association. Furthermore, I asked again for immediate closure of my account, which due to this

Complaint has now finally been complied with. After the 5th !!! Inquiry.

Mfg, Corinna A *** K ***

Bereits am 06.02.2021 bat ich den Livesupport um eine sofortige Kontoschliessung.

Hier wurde meinem Wunsch nicht entsprochen und ich wurde an den Vip-support verwiesen. Dieser setzte sich aber erst 24 Stunden später mit mir in Verbindung. Die Korrespondenz glich einer Hinhaltetaktik. In Folge zahlte ich bis heute weitere 1.900 € ein.

Diese fordere ich nun zurück, da diese Verhalten nicht den Richtlinien der GamblinAssociation entspricht. Desweitereren bat ich nun erneut um sofortige Schließung meines Accounts, welcher aufgrund dieser

Beschwerde nun endlich entsprochen wurde. Nach der 5.!!! Anfrage.

Mfg, Corinna A*** K***

Dear Corinna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for your account closure? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be closed and clearly stated the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Corinna,

I have checked 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 which 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 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."

Could you please advise if you have sent an email to the abovementioned address and clearly stated the reason why you wish your account to be blocked a for how long? From the forwarded communication I can see that you've requested an account closure, not a self-exclusion. Is that correct?

Please allow me to explain a difference between closing an account and a self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What a 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 none impact - a player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the 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, the player may ask for a refund.

Looking forward to hearing from you.

Please take my real names from my first email !!!!

Yes, I probably confused that with closure and self-exclusion. My bad luck. But thank you for getting involved.

Bitte nehmen Sie meine Klarnamen aus meiner ersten email!!!!

Ja, ich habe das mit der Schließung und dem Selbstausschluss dann wohl verwechselt. Mein Pech. Aber Danke, das Sie Sich eingeschaltet haben.

Is there anything else, Corinna, we could try to help you with? Otherwise, I will be forced to reject your complaint. I wish I could be of more help.

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.