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Dear kenzoela,

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 request for the account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked terms and conditions on the website, and this is what I found https://22bet.com/information/rules/:

„22bet 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.

22bet 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 block@22bet.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."

Is this block@22bet.com the email address that you have sent your email to?

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

Hello Petronela

I sent everything to you by email.

Thanks again

Hallo Petronela

ich habe Dir alles Per Mail geschickt.

Danke nochmal

Thank you, kenzoela, for your email. Could you please forward your cashier history too?

Hello Petronela

I just sent it by email.

LG

Hallo Petronela

habe ich gerade per Mail gesendet.

LG

Thank you very much, kenzoela, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

thanks

Danke

Hi Kenzoela,

I looked at your case and emails and understand the situation. You asked the casino to close/delete your account and the casino replied that this was not possible and you were even offered a bonus. This doesn't make an impression of fair gaming. I will contact the casino and see if I can help. I would like to invite 22bet Casino to the conversation to participate in the resolution of this complaint.

Many Thanks

Vielen Dank

We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

I do not assume that they will not answer but thanks for the effort

ich gehe nicht davon aus ,dass die nich Antworten aber Danke für die Mühe

I mean, of course, STILL ANSWERS!

ich meinte natürlich NOCH ANTWORTEN!

Hi Kenzoela,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help. 

Best regards,

Peter

We’ve reopened this complaint at the request of 22bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello! We apologise for the long reply. We would like to inform you that the player's account was closed on 04.02.2021. The delay was caused by a long correspondence with the user. 

😂which correspondence please?

You as a casino did not block my account at my request, nor did I get a reasonable answer! Why else would I have had to go this route and turn on Casino Guru?

You should be taken to court because you definitely violate player protection. I should rather go the legal way!

😂welche Korrespondenz bitte?

Ihr als Casino habt weder mein Konto auf mein Wunsch gesperrt ,noch bekam ich eine vernünftige Antwort!Weshalb hätte ich sonst diesen Weg gehen müssen und Casino Guru einschalten?

Ihr gehört vor Gericht gezerrt,da Ihr Definitiv gegen den Spielerschutz verstößt. Den Rechtlichen Weg sollte ich lieber gehen!

Dear Kenzoela,

I regret to inform you that I do not possess the correspondence you sent to Petronela previously. I would like to inquire about the motive behind your decision to self-exclude from the casino.

Would it be possible for you to forward me the communication exchanged between you and the casino? (matej@casino.guru)

Thanks.

Hello

I asked the casino to ban me because I was addicted to gambling. The casino then offered me a bonus and said that if I didn't use the account for 3 months, it would be automatically banned!

Hallo

ich habe das Casino gebeten mich wegen Spielsucht zu Sperren.Das Casino hat mir daraufhin einen Bonus angeboten und gesagt,dass wenn ich das Konto 3 Monate nicht nutze,wird es automatisch gesperrt!

Hello Matej

I have emailed you all the correspondence between me and Petronella. All screenshots are attached.

Thanks

Hallo Matej

ich habe dir die ganze Korrespondenz zwischen mir und Petronella per Mail geschickt.Alle Screenshots sind dem Anhang beigelegt.

Danke

Dear Kenzoela,

The first email you sent to casino is crutial and I regret that we don't have it.

It is crucial for us to understand why you wanted to block your account and whether or not you communicated this to the casino.

If your reason for blocking your account was due to gambling addiction, you are entitled to a refund. However, if you simply wanted to block your account temporarily and potentially reopen it later, I believe there is no grounds for a refund.

Could you kindly clarify if your account was blocked due to gambling addiction and if you informed the casino about it?

I asked the casino to ban it because of gambling addiction. This happened after turning on Casino Guru!

Ich habe das Casino darum gebeten es wegen Spielsucht zu Sperren.Dies ist nach dem einschalten von Casino Guru auch geschehen!

The casino never informed me about the ban! As you can read here, what the casino wrote itself, 22bet only banned my account at the end of February 2021. My first request for the ban was already 12.2020 and Petronella's first email to 22bet was already January 2021. Even if I had done something wrong here, the casino would have to answer and block Petronella, right?

How can it be that a casino is so dubious and needs 3 months for a self-ban?

Das Casino hat mich Nie über die Sperre informiert!Wie man hier nachlesen kann,was das Casino selbst geschrieben hat,hat 22bet mein Konto erst im ende Februar 2021 gesperrt.Meine erste Anfrage für die Sperre war bereits 12.2020 und Petronellas erste Mail,diesbezüglich an 22bet war bereits Januar 2021.Auch wenn ich hier was falsch gemacht hätte,müsste das Casino doch bei Petronella Antworten und Sperren oder?

Wie kann es sein das ein Casino derart unseriös ist und 3 Monate für eine Selbstsperre benötigt?

Dear Casino representative,

Could you please explain the reason for the delay in blocking Kenzoela?

Based on her correspondence, it appears that she informed the casino about her gambling addiction. According to your terms and conditions, it is expected that you protect vulnerable players.

Hello, we would like to inform you that in the letter the player did not tell our specialists about his gambling addiction. Only a request to close the account. As a result, the account was blocked.

I have asked the casino several times to close my account forever.

It has been pointed out several times that it is not possible for me to stop playing. It has been pointed out several times that I have lost thousands more euros after the first contact to close it.

Even if it is the case that I did not point out a gambling addiction, the casino should notice what the problem is after 3 months of correspondence.

From the emails it is clear and clear that I am in favor of a complete closure!

Why should I want to do that if I don't have any evidence of a gambling addiction and continue to play and lose money despite the request for a ban. Furthermore, even without mentioning the gambling addiction, the player protection is violated because a ban after repeated requests is not responded to!

Ich habe das Casino mehrfach gebeten mein Konto für immer zu Schließen.

Mehrfach darauf hingewiesen,dass es für mich nicht möglich ist mit dem Spielen aufzuhören,Mehrfach darauf hingewiesen,dass ich nach der ersten Kontaktaufnahme für das Schließen weitere Tausende von Euro verloren habe.

Auch wenn es so sein sollte,dass ich nicht auf eine Spielsucht hingewiesen habe,sollte das Casino bei 3 Monatigem Schriftverkehr doch bemerken was hier das Problem ist.

Aus den Mails geht klar und deutlich hervor,dass ich eine Komplette Schließung vordere!

Warum sollte ich das wollen wenn ich keine Spielsucht vorweise und trotz der bitte um Sperre weiter Spiele und Geldverliere.Des Weiteren wird auch ohne die Nennung der Spielsucht gegen das Spielerschutz gesetzt verstoßen denn eine Sperren nach mehrmaligem bitten nicht reagiert!

Dear Kenzoela,

I have reviewed your emails and came across one in which you requested the casino to permanently block your account. The casino representative responded, stating that if you remain inactive for 3 months, your account will be automatically blocked. I comprehend that acknowledging a gambling problem can be extremely difficult, but I require an email from you explicitly stating that you have a gambling problem. This is the point at which the casino should prevent you from playing.

Even if the casino blocks your account, you can still contact them and request to have it unblocked, so this action does not alter anything.

It has now been several years since I reached out to you. I have sent you all the emails that I still have. Unfortunately, that's all! But Petronella also contacted the casino and informed me that I wanted to have my account blocked because of gambling addiction and even after contacting her, the account was only closed much later!

Es sind nun mehrere Jahre vergangen seitdem ich mich an euch gewannt habe.Alle Mails die ich noch besitze habe ich Euch geschickt. Leider ist das alles!Aber auch Petronella hat sich dem Casino zugewandt und mitgeteilt,dass ich mein Konto wegen Spielsucht sperren lassen wollte und auch nach ihrer Kontaktaufnahme wurde das Konto erst viel Später geschlossen!

Dear Kenzoela,

I have reviewed all of your emails, and I noticed that while you mentioned to the casino that you wanted to block your account, you did not mention anything about a gambling addiction.

If you have an email discussing this matter, please send it to me at matej@casino.guru. Please understand that this piece of evidence is crucial for you to be eligible for a refund. Without it, we can only state that the casino's actions were unfriendly, but you will not have the right to a refund.

Hello Matej

Unfortunately I no longer have the email in which I asked to be banned because of gambling addiction

I sent you an email that clearly states that it is not possible for me to take a break for 3 months until the account is blocked. That's why I asked for an immediate ban because I keep playing and losing.

Hallo Matej

leider habe ich die Mail nicht mehr in der ich um Sperre wegen Spielsucht gebeten habe aber

ich habe dir eine Mail geschickt in der ganz klar steht das es mir nicht möglich ist 3 Monate zu Pausieren bis das Konto gesperrt wird.Das ich deshalb um sofortige Sperre gebeten habe weil ich immer weiter Spiele und verliere.

Dear Kenzoela,

After reading your last message, I believe that the casino should immediately block you.

To the casino representative, could you please explain why the player's requests to close her account were ignored despite her admitting to unable to hold off from playing for 3 months?

Hello!

We thank you for contacting us and would like to confirm the information we have already provided earlier. According to your clarification, the player did not contact us to inform us about his gaming addiction. He requested to close his account and expressed his wish not to play anymore. In accordance with his request, after correspondence, we have locked the account.

If you have additional questions or need more information, don't hesitate to contact us. We are ready to help at any time.

In my email it is very clear that it is not possible for me to wait 3 months until my account closes on its own. The casino

As expected, it was assumed that I would gamble even more. This also happened.

That's cheating and has nothing to do with fair gaming!

In meiner Mail steht ganz klar,das es für mich nicht möglich ist 3 Monate zu warten,bis mein Konto von alleine Schliesst.Das Casino

ist ,wie erwartet davon ausgegangen das ich noch mehr verspielte. Dies ist auch passiert.

Das ist schon Betrug und hat mit fairem Spielen nichts zutun!

Unfortunately, we have discovered that the responsible gambling policy of 22bet is insufficient, despite the casino's belief that it is. We hope to resolve this issue in the future, but for now, we must close it as unresolved with the status: failed self-exclusion.

Dear Kenzoela, I apologize for our current inability to assist you. If you wish, you can contact the regulator regarding your complaint. However, I am uncertain whether the regulator will be able to provide assistance given the significant amount of time that has passed. Nevertheless, it may be worth a try.

As mentioned earlier, I have faith that the casino will review their responsible gambling policy in the future, which may lead to the reopening of your case.

If you decide to contact the regulator and require my assistance, please reach out to me at matej@casino.guru and I will provide aid.