22bet Casino - Hráčovi se podařilo otevřít nový účet poté, co byl starý účet uzavřen podle požadavku hráče.

Good afternoon .

I made a request to block my account due to gambling problems.

they indicated that my account would be blocked and that I would not be able to make new accounts or make new deposits.

however, by creating a new email and using the same data you had in the previous registration (including telephone contact), you were able to open a new account and make new deposits without placing any obstacles.

I intend to complain in this regard, as the casino does not comply with the protection requirements of the players.

I want my values to be refunded and I have already sent a complaint by email to the email they indicated.

it is unfortunate that casinos like these are available in Portugal.

I ask for your help in resolving this situation.

thanks

Boa tarde .

fiz um pedido de bloqueio da minha conta por problemas relacionados com jogo.

indicaram-me que a minha conta seria bloqueada e que não iria conseguir fazer novas contas nem novos depósitos.

no entanto através da criação de um novo e-mail e com os mesmos dados que tinha no registo anterior (incluindo contacto telefónico) permitiram que abrisse nova conta e fizesse novos depósitos sem colocarem qualquer entrave.

pretendo reclamar nesse sentido, pois o casino não cumpre com os requisitos de proteção dos jogadores.

pretendo que os meus valores sejam restituídos e já enviei uma reclamação por e-mail pra o e-mail que me indicaram.

é lamentável que casinos como estes estejam disponíveis em Portugal.

Solicito a vossa ajuda na resolução desta situação .

obrigada

Dear Mcmp,

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 me the following:

·        Email that you have sent requesting your old account’s closure.

·        Confirmation from the casino that they’ve acknowledged your request.

·        Receipts of the recent deposits.

My email address is petronela.k@casino.guru. 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

Thank you very much Mcmp for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good Morning .

thanks . I hope you can help me, since it is almost impossible to reach the speech with that site.

thanks

Bom dia .

obrigada . Espero que me possam ajudar, já que é quase impossível chegar a fala com aquele site.

obrigada

Hello Mcmp.

I checked all your emails, and in this situation, I believe that the fastest way how to discover why you were able to register, despite your self-exclusion is to ask the casino to investigate the problem.

I want to ask 22bet Casino representatives to give me a hand in this case and explain to us what happened.

Unfortunately, this casino is not to be trusted. And you will have no answers to give us, since I try to reach out to them in the chat and I am rarely answered and they blocked my account without responding to the respective e-mail of my complaint and complaint.

it is sad that such a casino is allowed in Portugal!

and with the number of complaints it has, it should not be approved.

I will write accordingly for the game inspection to find out the situation!

Infelizmente , esse casino não é de confiança. E não terá respostas a nos dar , visto que eu tento chegar a fala com eles no chat e raramente sou respondida e bloquearam a minha conta sem responder ao respetivo e-mail da minha denúncia e reclamação .

é triste que um casino desses seja permitido em Portugal !

e com a quantidade de reclamações que tem , não deveria ser aprovado.

vou escrever nesse sentido para a inspeção de jogos averiguar a situação !

I need to mention that here they are very active and solving complaints well. So, please give them a chance.

good afternoon.

I come to inform you that they were ready to credit the amount spent in my account.

I have already requested the deposit as soon as the amount becomes available in my account, I give Feedback to close the claim!

thanks

boa tarde.

venho informar de que se prontificaram a creditar o valor gasto na minha conta.

já solicitei o depósito assim que o valor ficar disponível na minha conta dou Feedback para encerrarem a reclamação !

obrigada

Good evening.

indicate that I have already received the money, but no amount has entered my account.

can you help please?

Boa noite.

indicam que já recebi o dinheiro, mas não entrou qualquer valor na minha conta.

podem ajudar por favor ?

Yes sure, just wait on the casino response. I'll write to them on skype to push this case a bit forward.

They say that the deposit has already been made but my bank guarantees that it has not.

I need them to send me proof of the same transaction.

Eles dizem que o depósito já foi feito mas o meu banco garante que não.

necessito que eles me enviem um comprovativo dessa mesma transação.

We would like to ask the 22bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Good Morning ,

the money has not yet entered my account.

if you close this complaint I will open it again!

Bom dia ,

o dinheiro ainda não entou em minha conta .

se fecharem esta reclamação vou voltar abrir !

We should close the complaint. That's the purpose of complaints. If they do not reply, we close the complaint as unresolved. The complaint will be published in the casino review, and the casino will gain black points (which affects the rating) 

Keeping complaint forever open doesn't make sense.

Good Morning,

running out of my money doesn't make sense. I will open any complaints that are necessary until I assign them the black points that are necessary !!

Bom dia,

ficar sem o meu dinheiro é que não faz sentido. Hei-de abrir as reclamações que forem precisas até lhes atribuir os pontos negros que forem precisos !!

Hello,

This case is already being investigated with the license, I am going to provide you with the same, what we said to the license:

The initial account has been closed due to player's request.

After we closed the account, player "Mcmp" has registered and deposited using the same payment system.

As stated in our General Terms (chapter 34 and 35): "Each registered customer may have only one account. Customers may register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website." 

"In the event of

- duplicate registration (including registering under a new name), the submission of someone else's, invalid, or forged documents (including those that have been edited by using any kind of software or graphic editor) 

- multiple breaches of the Betting Company’s T&C

- doubts about the identity of the customer or the information they have provided (i.e. address, credit/debit card details, other data)

After a violation of the rules by the player was determined during the verification procedure, all of the player's bets were settled with odds of 1 and the total amount of deposits was returned to the player.

Best Regards,

22bet

It was returned ? Where's that proof? I did not receive anything strictly from you. I intend to send a document that proves your transaction.

foi devolvido ? Onde está esse comprovativo ? Não recebi rigorosamente nada da vossa parte . Pretendo o envio de um documento que prove a vossa transação .

I think you need to wait a bit more until the money arrives at your account. Vlad could you please send Mcmp the tracking number or at least some confirmation?

Good afternoon .

thank you for sending it because I didn't receive any value.

thanks

Boa tarde .

agradeço que seja enviado pois não recebi qualquer valor .

obrigada

Mcmp did you receive the money or you still waiting on them?

Because we didn't receive a response from either side, we assume that the complaint is now solved and will be closed as "unjustified."

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Good afternoon.

it is already the second time that the casino allows me to open an account with the same data without any problem.

the last time they were consistent and returned my funds and indicated to close my account permanently, indicating that I would not be able to create any more.

which again has not been realized.

allowed the creation of a new account with just a different email and all other data the same.

I made a deposit of 280 € that I want to be refunded is that I can't create any more accounts.

because as everyone knows, it is not a casino that protects the player. As I am a person with problems with the game, the casino should close the account and like any other, do not allow opening new ones with the same personal data!

I intend to return my money.

I refer that I have already sent emails and neither in chat nor by email solves my problem. So much so that they don't even respond to emails.

I strongly advise against this site.

it is not reliable.

I've been banned in many casinos and this never happened to me.

unfortunate

Boa tarde.

ja é a segunda vez que o casino permite que eu abra uma conta com os mesmos dados sem qualquer problema .

da última vez eles foram coerentes e devolveram meus fundos e indicaram fechar a minha conta definitivamente , indicando que não ia conseguir criar mais nenhuma.

o que mais uma vez não se realizou.

peemitiram a criação de uma nova conta apenas com um e-mail diferente e todos os outros dados iguais .

fiz depósitos no valor de 280€ que pretendo que seja reembolsado é que nao consiga criar mais nenhuma conta.

pois como já todos percebem não é um casino que proteja o jogador . Sendo eu uma pessoa com problemas com o jogo o casino deveria encerrar a conta e como qualquer outro não permitir abrir novas com dados pessoais iguais !

pretendo a devolução do meu dinheiro .

faco referência que já enviei e-mails e nem no chat nem por e-mail me solucionam o problema . Tanto que nem me respondem aos e-mails .

desaconselho totalmente este site .

nao e de confiança.

já me coloquei interdita em muitos casinos e nunca isto me aconteceu.

lamentável

I remind you that this request is new and has nothing to do with the old one, the value was 204 €.

we are talking about a new situation that occurred this week in the amount of € 280.

which proves that once again the casino allowed to open a

new account with the same data!

Relembro que está solicitação e nova e nada tem haver com a antiga que o valor era de 204€.

estamos a falar de uma nova situação que ocorreu esta semana no valor de 280€.

o que prova que mais uma vez o casino permitiu abrir uma

nova conta com os dados iguais !

I want to ask 22bet Casino representatives to explain how is it possible that Mcmp was able to register again.

I take this opportunity to say that already the second time that they indicate that I will not be able to register anymore and they allow me to open the account again.

the last time, the casino returned my deposits.

but this time in addition to I want to return my deposits I want a permanent block ...

having a problem with gambling and the duty of the casino to protect the customer, and that is what happens in Portugal.

and it's unfortunate that this is the only site that doesn't block my account permanently.

all other sites where I registered, permanently blocked my access. Even using another email.

If the situation is not immediately resolved by the website I will file a legal complaint against the website.

presenting all my reasons and evidence of requests for account blockages, I have already been informed and have the greatest probability of winning in court.

I intend to avoid these inconveniences both for the site and for me.

I look forward to dealing with the situation soon.

Aproveito para dizer que já a segunda vez que indicam que não me vou conseguir registar mais e voltam a permitir abrir a conta.

da última vez , o casino devolveu meus depósitos.

mas desta vez para além de eu pretender a devolução dos meus depósitos eu pretendo um bloquei-o permanente ....

tendo eu um problema com jogo e o dever do casino proteger o cliente , e assim que se passa em Portugal.

e é lamentável que este seja o único site que não bloqueia a minha conta definitivamente .

todos os outros sites onde me registei, bloquearam de forma definitiva os meus acessos . Mesmo usando outro e-mail.

Caso a situação não seja imediatamente resolvida pelo site vou apresentar uma queixa judicial contra o site .

apresentando todos os meus motivos e provas de pedidos de bloqueios de conta , já me informei e tenho a maior probalididade de ganhar judicialmente.

pretendo evitar esses transtornos tanto para o site como para mim.

aguardo brevidade no tratamento da situação.

Will it take long to resolve this? I have no time to waste.

Vao demorar a resolver isto ? Não tenho tempo a perder .

Unfortunately, it not depends on us. We must wait for the casino representatives reaction. Please be patient.

If the answer is not enough to make a legal complaint against the casino and I am sorry, I have accessed it from your website! I'm really sorry

Caso a resposta não chegue fazer queixa judicial contra o casino e lamento , ter acedido a ele a partir do vosso site ! Lamento mesmo

Hello,

We can confirm that we have approved 2 cashouts by SEPA.

We can provide the Casino Guru team with the evidence.

Thank you.

You don't understand, do you?

a new account was created after the first complaint.

it is this value that I claim.

€ 280 that was not returned because the account on the website is still open and because you don't even have any information to return my money!

when did they return? It is like ?

the first time I did.

but this time they returned what ??

we are talking about deposits made last week.

I want the account blocked and I want my money.

the casino guru opened the new claim on top of this one that was already resolved!

it has nothing to do with the old but with this one ....

resolve this by Friday otherwise I will file a complaint for fraud and violation of the rights of the client with gambling problems. I want my money back and my account blocked for good

Não estão a perceber pois não ?

foi criada uma conta nova após a primeira reclamação .

é esse valor que eu reclamo.

280€ que não foi devolvido até porque a conta no site continua aberta e porque vocês nem informação tem para devolução do meu dinheiro !

devolveram quando ? E como ?

da primeira vez eu recebi sim .

mas desta vez devolveram o que ??

estamos a falar de depósitos feitos a semana passada .

quero a conta bloqueada e a quero o meu dinheiro .

o casino guru é que abriu a nova reclamação em cima desta que já estava resolvida !

nada tem haver com a antiga mas sim com esta....

resolvam isto até sexta-feira caso contrário vou fazer queixa por fraude e violação dos direitos do cliente com problemas de jogo . Quero o meu dinheiro de volta e minha conta bloqueada de vez

As you can see I still have access to the site and I was not stopped.

here the printout of the deposits I made.

I want

the proof with the date that they returned this amount and I want them to close my account on this site immediately ...

casino guru you opened this claim on top of the old one and they are claiming that they returned the amount but are talking about the other time.

you are confusing them. I want this situation dealt with.

the return of these values and the immediate closing of the account.

Como veem eu continua a ter acesso ao site e não me foi barrada .

nesta aqui o print dos depósitos que efectuei .

quero

a prova com a data que eles fizeram a devolução desta valor e quero imediatamente que fecham a minha conta neste site ...

casino guru vocês abriram está reclamação em cima da antiga e eles estão alegar que devolveram o valor mas estão a falar da outra vez .

voces estão a confundi-los . Quero está situação tratada .

a devolução destes valores e o fecho imediato da conta .

We've been at this for 10 days and no answer!

I want the situation to be dealt with otherwise I will proceed with a court order.

do not tie the situation!

I am being monitored due to my gambling problem and I am going to ask my psychologist to write a letter to submit with the complaint.

my access to the site remains active. Solve this

Estamos nisto à 10 dias e sem resposta nenhuma !

eu quero a situação tratada caso contrário avanço já com uma ordem judicial .

não estejam a empatar a situação !

estou a ter acompanhamento devido ao meu problema com o jogo é vou pedir a minha psicóloga que redija uma carta para apresentar junto com a queixa .

o meu acesso ao site continua ativo. Resolvam isto

Good Morning .

I am still waiting for an answer.

if by tomorrow there is no answer and the final resolution of this situation, I will file a lawsuit.

I am waiting for a reply, and remember that my account remains open even after I have already requested both in the chat and by email to close it. And the refund of the amount has not yet been made.

The situation must be dealt with until tomorrow without fail.

I ask for your utmost intervention in the situation.

Bom dia .

continuo aguardar uma resposta.

se até ao dia de amanhã não tiver uma resposta e a resolução definitiva desta situação , vou entrar com uma ação judicial.

aguardo resposta, e relembro que a minha conta continua aberta mesmo depois de já ter pedido tanto no chat como por e-mail o encerramento da mesma. E a devolução do montante ainda não foi efetuada .

A situação tem de ficar tratada até amanhã sem falta.

peço a vossa máxima intervenção na situação.

I am afraid Mcmp that without cooperation from casino side we can only recommend you to contact the licensing authority on this email: certria@gaminglicences.com

It is free but it may take longer time till they investigate the case. (months) but it would be probably faster then the lawsuit.

And the casino will not cooperate?

E o casino não vai cooperar ?

I truly don't know if they will reply to you or not. They already replied to you once so there is a solid chance that they will reply to you again, but it might need a bit time. My suggestion is to submit a complaint to their licensing authority. (Curacao)

I’m going to introduce you but you can reinforce them. To respond

Eu vou apresentar mas podem fazer um reforço junto deles . Para responderem

Good night.

I want to inform casino 22bet that I will make a complaint to the licensing authority and a judicial complaint, since my account is not yet blocked and today as I have a problem with the game, I have placed new bets.

I will not only demand the amount spent and present the necessary proof that I formally asked for the account to be closed.

I will aim to demand compensation for damages caused, and for the lack of protection of the player!

if the money is not fully refunded and the account is permanently closed.

it is a fraudulent casino without any protection for the player. Unfortunate

Boa noite.

pretendo que informem o casino 22bet que irei fazer uma queixa à autoridade de licenciamento e uma queixa judicial sendo que a minha conta ainda não está bloqueada e hoje como tenho um problema com o jogo, voltei a fazer novas apostas .

vou não só exigir o valor gasto e apresentar as provas necessárias De que pedi formalmente o fecho da conta.

mirei exiegir uma indemnização por danos causados, e pela não proteção do jogador !

caso o dinheiro não seja totalmente devolvido e a conta encerrada definitivamente.

trata-se de uma casino fraudulento sem qualquer proteção para o jogador . Lamentável

Good Morning.

I intend to inform you that I have already formalized a complaint at the certria.

Regarding the 22Bet casino, like your lack of concern, the lack of cooperation I had on your part.

The situation will be resolved and again I indicate that my account has not been closed, as requested.

there is no security or response to my requests.

they claim here that the amount was returned because you (casino guru) opened a request on top of another that was already resolved. This situation is not about the value mentioned above by you. But the amount that occurred in September.

unfortunate.

I do not recommend this site for recommendation, let alone the casino in question!

I am totally displeased.

Bom dia.

pretendo informar que já formalizei uma reclamação no certria.

Relativamente ao casino 22Bet, como a vossa falta de preocupação a falta de cooperação que tive da vossa parte.

A situação vai resolver-se e mais uma vez indico que a minha conta não foi encerrada, conforme já foi solicitado.

não há qualquer tipo de segurança nem de resposta aos meus pedidos.

eles alegam aqui que o valor foi devolvido porque vocês (casino guru) abriram uma solicitação em cima de outra que já estava resolvida. Está situação não é sobre o valor acima mencionado por vos. Mas sim o valor ocorrido no mês de setembro .

lamentavel.

não aconselho este site de recomendação e muito menos o casino em causa !

estou totalmente desagrada.

I am very sorry Mcmp for all your troubles. Of course you account should be closed permanently since first moment you ask them to do so.

We are closing this complaint with status: Waiting for regulator decission.

Please Mcmp let us know when you get the response from the regulator. (matej@casino.guru) or reopen complaint and we will close the complaint accordingly.

Hello Mcmp.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear Mcmp,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear 22bet Casino,

We hope this message finds you well. We are writing to address a previous complaint on our website that was marked as "Waiting for Regulator" and subsequently closed. However, we have now decided to reopen this case to inquire if there has been any progress made since then.

We attempted to reach out to the player regarding their complaint, but unfortunately, we did not receive any response. Before proceeding further, we wanted to inquire if you have any records of this issue being resolved by the Licensing Authority in the past. Any updates or information you can share with us would be of great help. Please direct any relevant communication to the following email address: matej@casino.guru.

We understand that some time has elapsed since our last communication, but your cooperation in providing us with any relevant details would be highly appreciated. Thank you very much in advance for your assistance.

Good afternoon,

nothing has been done since then. Everything stayed the same and this casino is a disgrace! Unfortunate !!!

Boa tarde,

nada foi feito desde então. Ficou tudo na mesma e este casino é uma vergonha ! Lamentável !!!

Dear, Mcmp! Your gaming account has been blocked. During the whole period of self-exclusion, the bettor must not create a new account. The bettor accepts that the Bookmaker bears no financial or other responsibility in case the bettor continues gambling using a new account, different name or E-mail address.

All of this information is detailed in our policies, which you agreed to when you registered your account.

Dear representative of 22bet Casino,

Mcmp mentioned that the name remained unchanged. It is typical that when player acknowledge their gambling addiction, which implies that the casino is now obligated to safeguard this player from further gambling. I kindly request the casino to specify which data remained the same (such as date of birth, name, surname, email, address, etc.) and where any differences were found. In this regard, I would appreciate it if the casino could clarify the nature of these differences (for example, whether we are referring to a completely different name or a shortened version of the first name, or something similar). (you can make example on some random name (GDPR))

Thank you.

Hi! Theoretically, there could be several, for example, Will Smith, in the world who were born on the same day. Only their documents will be different. For this purpose, the user undergoes verification. 

If the player registers a second account and he's lying he has already violated the agreement and rules.

It is the player's own responsibility, for not having the right to create an account. There is an official rule for this.

We fully comply with legal regulations and work exclusively in accordance with the rules stated on our website.

Dear casino representative,

I would like to point out that what you are saying conflicts with your terms and responsible gambling standards.

Let me provide an example:

In a normal casino, when a player (let's say Will Smith) self-excludes and then attempts to create a new account using the same name and birthdate, that account is put on hold and verification is required. Even in cases where there is a chance of two people having the same name and birthday, verification can determine if it is the excluded Will Smith or just a fortunate coincidence. Triggering verification in such rare cases will not cause any harm, and this is how it works in reputable casinos.

This leads me to question how you protect players when all they need to do is change their email? Then, you blame them for breaching the rules. Players who admit to gambling addiction are essentially saying, "I am not responsible for my actions in your casino, and you need to protect me." I am confident that if these players were to approach the regulator or file a lawsuit, the casino would lose.

It is contradictory to claim that the casino is protecting players while doing nothing to actually protect them. While using the wrong name or birthday may give the casino the right to take action, email, telephone, or physical address can be changed throughout one's life. While this information could be helpful in identifying a possibly excluded player, it should not be the sole basis for making decisions.

All your casino needs is the player's name, surname, and birthdate.

If you are unsure about how to establish your responsible gambling policy and tools, we can offer assistance. However, it is evident that your current approach is incorrect.

Thank you for your feedback and expressing your views. We always appreciate feedback, try to improve our service, and strive to meet all requests and needs.

We understand your concerns and want to underline that at our casino we strictly adhere to the terms and conditions set out at registration. These rules are mandatory for all our users and they create an equal playing field for all participants.

We have carefully reviewed the situation and made sure that the player has violated the rules he agreed to when registering.

If you have any further questions or need to clarify details, please do not hesitate to contact our support team. We are always available to assist our players and discuss any concerns or queries.

Dear casino representative,

Please kindly explain the situation. Your last response did not provide any clarification; it simply repeated what you had previously written. We have already expressed our position on the matter. It would be helpful if you could provide specific details regarding which rule was breached and how it was violated. If possible, you may use examples with fake data to illustrate the situation clearly.

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

As per the information received from the casino representative, it appears that individuals who self-excluded themselves on 22bet can easily bypass the exclusion by changing their email address. This indicates a failure on 22bet's part to protect vulnerable players. We regret to inform you that we must close this complaint as unresolved with the status of 'failed self-exclusion'.

Dear Mcmp, kindly contact the regulator regarding this matter. Reach out to me via email (matej@casino.guru) for assistance. Thank you.