22bet Casino - El casino se negó a establecer un límite de depósito para los jugadores que se identificaban como adictos.

Hello!

Unfortunately, I'm addicted to gambling and lost a lot of money at 22bet in a short period of time!

I decided to write this email to customer service on December 16, 2023:

Very dear team!

Please set a deposit limit of EUR 200 per month in my player account.

***personal details of the player deleted by Casino.Guru***

Dear user,

There are no limits on our part.

But these can be initiated by the payment system. We have no influence on that.

Best regards,

Your 22bet team

on December 28th and 29.12. I then lost around 4000 euros again at 22bet.

In my opinion they should have prevented that!

I wrote to you about the case in support. Now they have blocked my account and turned me on block@22bet.com uu write.

I wrote this email yesterday, but I don't have high hopes.

lg

Hallo!

ich bin leider spielsüchtig und habe im lauf einer kurzen Zeit viel Geld bei 22bet verloren!

ich habe mich dazu entschlossen, dass ich am 16.12.2023 diese mail an den kundenservice schrieb:

Sehr geehrtes Team!

Bitte bei meinem Spielerkonto ein Einzahlungslimit iH con EUR 200,- pro Monat einzurichten.

***personal details of the player deleted by Casino.Guru***

Sehr geehrter(-e) Nutzer/-in,

unserseits gibt es keine Limits.

Die können aber vom Zahlungssystem eingeleitet werden. Darauf haben wir keinen Einfluss.

Mit freundlichen Grüßen,

Ihr 22bet-Team

am 28.12. und 29.12. verspielte ich dann wieder ca 4000 eur bei 22bet.

das hätten sie meiner meinung nach verhindern müssen!

ich habe ihnen den fall im support geschrieben. Nun haben sie mein Konto gesperrt und mich an block@22bet.com uu schreiben.

diese mail habe ich gestern geschrieben, jedoch habe ich keine großen hoffnungen.

lg

Dear Phipps,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

It's important to note that not all casinos have the capability to establish deposit or loss limits. In cases where this option is unavailable and players are informed accordingly, they are encouraged to request a self-exclusion instead.

• Have you informed the casino about your gambling problem?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, 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. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings 22bet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to block@22bet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments.

Thank you in advance.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thanks for the quick processing.

My account is now blocked, but I still think it's negligent to take more money from someone who is obviously addicted to gambling when he's already asking for a limit.

I lose thousands of euros every month. It is clear to every casino that I am addicted to gambling.

I would like to have the amount of around EUR 4,000 paid in refunded.

Danke für die schnelle Bearbeitung.

Mein Konto ist mittlerweile gesperrt, jedoch finde ich es trotzdem fahrlässig einen offensichtlich spielsüchtigen noch weiter geld abzuknöpfen, wenn er schon um ein limit bittet.

ich verspiele jedes monat tausende euros. Jedem casino ist klar, dass ich spielsüchtig bin.

ich möchte den danach einbezahlten betrag von etwa eur 4.000,- rückerstattet haben.

Hi Phipps,

Regrettably, if we lack any substantiating evidence that you communicated your gambling issue to the casino, we cannot proceed with this case. Without such documentation, there is no basis for requesting a refund of your losses.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Well, what do you mean by solid evidence? If you gamble away a few thousand euros every month, isn't that solid evidence? Nevertheless, it is crazy how you simply reject and ignore a deposit limit. Then the operators should block the account. Why can I deposit as much money as I want without it being questioned?! Of course I wanted to protect myself from myself. It would be a shame if the case was dismissed.

Naja was verstehen Sie unter stichhaltigen Beweisen? Wenn man jedes Monat einige tausend Euro verspielt sind das keine stichhaltigen Beweise? Trotzdem ist ein Wahnsinn wie man ein Einzahlungslimit einfach ablehnt und ignoriert. Dann sollen Die Betreiber das Konto sperren. Warum kann ich Geld einzahlen soviel ich will ohne das es hinterfragt wird?! Natürlich wollte ich mich vor mir selbst schützen. Wäre schade, wenn der Fall abgewiesen wird.

Hi Phipps,

When you inquired with the casino about implementing a deposit limit, you were promptly informed that such limits are not available. It's important to understand that safety gambling tools, like deposit or loss limits, are not mandatory in every casino. If the casino communicated that implementing these limits is not possible, you should notify them of your intention to block the account. We advised you to submit a self-exclusion request to the casino as a protective measure. Now your account is blocked.

Furthermore, not every individual who experiences losses in a casino is automatically classified as a problem gambler, and it is not within the casino's grounds to block such players automatically.

I'm afraid you are not entitled to a refund.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Well, then casino.guru is also on the side of the exploitative casinos.

What can’t the casinos do? A barrier? Why do we always say that the account will be blocked immediately if the terms and conditions are violated?

It was clear to me from the start that 22bet would not transfer anything back. But the fact that you are still on their side is shameful. If you delete the case, please delete all of my personal data from the first post!

Naja, dann ist eben auch casino.guru auf seiten der ausbeuterischen casinos.

was können die casinos nicht machen? Eine sperre? Warum ließt man dann immer, dass sofort das Konto gesperrt wird, wenn gegen agbs verstoßen wird?

es war mir von vorn herein klar, dass 22bet nichts retour überweisen wird. Aber das Sie jetzt noch auf deren seite sind ist beschämend. Wenn sie denn fall löschen, dann bitte alle meine pers. daten aus dem 1. post löschen!

Hi Phipps,

I didn't intend to delete your case. Keeping it visible could assist not only you but also other players in understanding the correct process for self-exclusion. I regret that our assistance didn't meet your expectations, but regrettably, in this particular instance, you are not eligible for a refund.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.