21bets Casino - Hráč si mohl otevřít účet.

Hello, I was able to register at 21bets today and deposited €160

which I then lost.

21bets should have denied me access and blocked any withdrawals since I had already self-excluded due to gambling addiction at their sister casino, Jupi Casino. I specifically asked for my account to be closed at all sister/partner casinos as well - see attached.

Hallo, ich konnte mich heute bei 21bets anmelden und habe 160€ eingezahlt

und diese verloren.

21bets hätte mir den Zugang verwehren müssen und eine Auszahlung blockieren müsssn da ich mich schon wegen Spielsucht bei dem Sister Casino Jupi casino ausgeschlossen habe mit der zusätzlichen Bitte mich für alle sister/partner casinos zu schließen siehe Anhang.

Dear Lesa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gambling section, and this is what I found:

Self-Exclusion

Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude for a specific period of time.

Self-exclusion means that you can choose a more extended period that your account will remain closed. Please contact us only via email and inform us about your decision to pause your activities at the Website. Upon receipt of an email request for account closure, the requested account will be placed on our 1st stage, 24-hr cooling off period which will disable your account, allowing no gambling activity. Once the 1st stage 24-hr cooling off period has passed, while your account remained closed, a Customer Support Agent will inform you of the available self-exclusions periods. There can be no variations of the pre-selected time periods. After that and in order to proceed with this process, we will require an email response from you. If we do not receive a response within a further 24-hrs, your account will be reopened and confirmed by email. Once you begin your Self-Exclusion period, your account will be disabled and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated.

Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from this casino directly?

Looking forward to hearing from you.

Best regards,

Kristina

No, not yet, but they shouldn't have allowed me to register and deposit on 21bets. I have excluded myself from Jupi Casino, which is a partner casino, with the request that I be excluded from all partner casinos. Unfortunately, it didn't happen in this case

Nein noch nicht, aber die hätten mir eine Registrierung und Einzahlung auf 21bets nicht erlauben dürfen. Ich habe mich bei Jupi Casino welches ein Partner casino ist ausgeschlossen mit der Bitte mich bei sämtlichen Partner Casinos auszuschließen. Leider ist es in diesem Fall nicht passiert

here is a similar case. In this case the player has received his money back.

hier ist ein ähnlicher Fall. In diesem Fall hat der Spieler sein Geld zurück erhalten.

I can also add that my data was/is identical at Jupi Casino and now also at 21bets. I have given the same email address, name, address and telephone number here

Ich kann noch hinzufügen das bei Jupi Casino und jetzt auch bei 21bets meine Daten identisch waren/sind. Ich habe hier die selbe Mail Adresse, Name, Anschrift Telefonnummer angegeben

21bets informed me in the chat that they have now closed my account here and are checking my request for a refund

21bets haben mir mitgeteilt im Chat das sie jetzt auch hier mein Account geschlossen haben und meine Anfrage auf Rückerstattung prüfen

I received a response and they don't want to give me a refund. Could you talk to them again?

ich habe eine Antwort erhalten und die möchten mir keine Rückerstattung geben. Könnten Sie nochmal mit denen sprechen?

Lesa, please understand that if you self-exclude yourself from one somehow related casino it doesn’t necessarily mean that you are protected on all the other associated websites. Both casinos have a Curacao license which doesn't enforce group self-exclusions like, for example, MGA-licensed casinos do, and we cannot penalize them for it. Nor are we in a position to force the casino to refund your deposits under these circumstances.

As long as your account has already been closed, there is not much we can do. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Who else can I contact? I think there is no player protection here. I'm addicted to gambling and can't block myself from all casinos here.

The license or the operator knows about my gambling addiction and is taking advantage of it, that's not fair and not serious!

an wen kann ich mich sonst wenden. Ich finde das hier kein Spielerschutz erfolgt. Ich bin Spielsüchtig und kann mich hier dann nicht für alle Casinos sperren kann.

Die Lizenz bzw. der Betreiber weiß von meiner Spielsucht und nutzt dieses aus, das ist nicht fair und nicht seriös!

There are probably some people who have big problems with this. Isn't there a solution here regarding a refund?

Es gibt wohl einige die damit große Probleme haben gibt es hier nicht irgendeine Lösung bzgl. einer Rückforderung?

You can always contact the licensing authority, however, from our standpoint, we don't think you are entitled to a refund.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.