22bet Casino - La autoexclusión del jugador falló.

Good day

I registered at 22Bet 1-2 years ago and played regularly. Sometimes won, sometimes lost, but lost more than won. Since I recognized an addictive behavior in myself, I wanted to block myself at the casino. So I then reported in the live chat and told the customer service representative that I wanted to block myself because of my gambling addiction. I was informed that this was not possible, although I pointed out my gambling behavior!

I think that 22bet has enriched my addiction in this way. The value in dispute amounts to around 22,000 Swiss francs. When I asked for my data and referred to the GDPR law, I was ignored several times. 22bet has now blocked my account, but only after I gambled away several thousands of francs again.

I thank you for your help.

Guten Tag

Ich habe mich vor 1-2 Jahren bei 22Bet registriert und regelmässig gespielt. Mal gewonnen, mal verloren, jedoch mehr verloren als gewonnen. Da ich ein Suchtverhalten bei mir erkannt habe, wollte ich mich bei dem Casino sperren. So habe ich mich dann im Live-Chat gemeldet und dem Kundendienstmitarbeiter/in mitgeteilt das ich mich aufgrund meiner Spielsucht sperren möchte. Mir wurde darauf mitgeteilt, dass dies nicht möglich sei, obwohl ich auf mein spielsüchtiges Verhalten hingewiesen habe!

Ich denke, dass sich 22bet so an meiner Sucht bereichert hat. Der Streitwert beläuft sich auf ca 22'000 Schweizer Franken. Als ich meine Daten haben wollte und mich auf das DSGVO Gesetz bezogen habe, wurde ich mehrere Male ignoriert. Jetzt hat 22bet mein Konto gesperrt, dies jedoch erst nachdem ich wieder mehrere Tausende Franken verspielt habe.

Ich danke Ihnen für Ihre HIlfe.

Hello brate123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 22bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did you request for self exclusion and how long after that did the casino close your account? How long after your request did you deposit again into the casino? Can you please forward your initial request and your deposit history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Good day

That's where the problem comes in, namely that 22Bet doesn't want to send me my data.

I have asked the provider several times with an official letter to send me my data, but never received an answer.

Right in this data, live chat, deposits, withdrawals, etc., I could tell the exact time when I was based on my

wanted to block gambling addiction.

I calculated the loss myself when my account was still open and I copied my deposits and withdrawals into an Excel spreadsheet.

Guten Tag

Da kommt genau das Problem, nämlich das 22Bet mir meine Daten nicht senden möchte.

Ich habe den Anbieter mehrmals mit einem offiziellen Schreiben aufgefordert mir meine Daten zu senden, bekam jedoch nie eine Antwort.

Genau in diesen Daten, Live Chat, Einzahlungen, Auszahlungen, usw., könnte ich den genauen Zeitpunkt sagen als ich mich aufgrund meiner

Spielsucht sperren wollte.

Den Verlust habe ich selbst ausgerechnet, als mein Konto noch offen war und ich meine Ein- und Auszahlungen in ein Excel kopiert habe. 

Dear brate123,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of 22bet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from 22bet Casino. My only recommendation would be to try to contact the casino directly. However, please bear in mind that they are not obliged to keep this kind of information. I wish I could be of more help.

The casino can reopen this complaint anytime.

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 apologize for the long response. We have clarified the information on this situation. We see that the only time the player contacted us with a question about closing the account was on 5.5.2022. Then his account was closed due to gaming addiction.

Good day

Thanks for your answer.

I ask you to provide me with any live chat history you have from me, me and Casino-Guru. Many thanks for your help!

Guten Tag

Besten Dank für Ihre Antwort.

Ich bitte Sie, mir alle Live-Chat Verläufe die Sie von mir haben, mir und Casino-Guru zur Verfügung zu stellen. Vielen Dank für Ihre Hilfe!

Dear 22bet casino representative,

In this case, it is crucial brate123's request to block his account, which has been overlooked for a considerable period of time. He has communicated to your support team that he is struggling with a gambling addiction. Additionally, he is requesting access to the chat transcripts/emails that he believes will serve as evidence of the casino's awareness of his addiction. Could you kindly arrange for this information to be provided? It is important for us to determine when he first informed the support team about this issue.

Thank you.

Hi. According to the rules, we cannot share confidential information from our platform. We recommend the user to contact our security service.

According to our data, the only time a user contacted us with a question about account closure was on 5.5.2022. 

Dear brate123,

Please contact the casino's security department for your chat transcripts. When you get them, please send them to matej@casino.guru

Dear casino representative, please ensure that brate123 will get the chat transcript in a reasonable time.

Thanks.

Hello

I sent an email to the security department. But I don't think I will receive my data in a timely manner. When I requested all my data in 2022, when I should have received the live chat history, I received it after more than a year as I indicated with the GDPR law. I wouldn't be surprised if the casino deleted exactly this section. I definitely know the date, so you should skip deleting something.

Hallo

Ich habe eine Mail an die Sicherheitsabteilung gesendet. Glaube aber eher nicht das ich meine Daten zeitnah erhalten werde. Als ich alle meine Daten im Jahr 2022 angefordert habe, wo ich eigentlich auch die Live-Chat Verläufe hätte erhalten sollen, bekame ich diese nach mehr als einem Jahr als ich mit dem DSGVO-Gesetz angedeutet habe. Wäre auch nicht überrascht wenn das Casino genau diesen Abschnitt rausslöschen würde. Ich weiss auf jedenfall das Datum, also sollten Sie es lieber sein lassen etwas zu löschen.

Dear brate123,

Did you manage to get the requested files?

Hello

So far, no, not. Can you request the representative to expedite the process?

Hallo

Bisher Nein nicht. Können Sie den Vertreter auffordern, den Prozess zu beschleunigen?

Dear casino representative, kindly verify the status of the files required by brate123. The process seems to be excessively time-consuming. Thank you.

We wholeheartedly apologize for the delays and any inconvenience they may have caused. Your patience and understanding mean a great deal to us.

We are diligently working to clarify the information and address any current issues. We stand ready to deliver an update at the earliest opportunity.

Once more, we express our regret for the wait, and we are committed to going above and beyond to offer you exceptional service.

I would like to mention that brate123 has been waiting for the chat transcript for three weeks now. It is highly unusual for a player to have to wait so long for such a simple request.

Please ensure that he receives the files he requested within the next few days.

Hello,

Could you kindly confirm whether your situation has been successfully resolved? We stand ready to offer any additional support or information you may require.

We eagerly await your response and remain fully prepared to assist you further.

I have not received a response to my email. Please send me your chat history ASAP. Been waiting almost a month now

Ich habe keine Antwort auf meine E-Mail erhalten. Bitte senden Sie mir sie Chat-Verläufe ASAP. Warte jetzt schon fast einen Monat

Good day everybody

I sent you another email 2 days ago saying that I would like to receive my data within 48 hours. Unfortunately, this did not happen.

A complaint was lodged with the data protection authority.

Guten Tag Zusammen

Ich habe mich euch vor 2 Tagen wieder eine Mail gesendet, mit dem Hinweis darauf, dass ich gerne meine Daten innerhalb 48h erhalten möchte. Dies ist leider nicht geschehen.

Beschwerde wurde bei der Datenschutzbehörde eingereicht.

Hello, we thank you for contacting our casino.

Upon your inquiry, you were advised to contact aml@techsolutions.group. This recommendation was made to ensure the security of your account and to protect your interests in our casino.

We understand that you are using Hotmail mail, and there may be issues with the delivery of responses to this mail. 

Please accept our apologies for any inconvenience this situation may have caused. We are always ready to assist you and consider your inquiry from our side.

Dear casino representative

They play and beat around the bush. It's a disgrace what they're doing here and how they're delaying everything. When I deposited money I was good enough and was always served immediately, but now suddenly not anymore. If they don't cooperate, I'll have to take another route. It doesn't matter whether they are based in Curacao, Malta or on the moon. I will send a message to the email address mentioned. Please speed up the processing as it's pretty tedious!

Geehrter Casino Vertreter

Sie spielen und reden um den heissen Brei herum. Es ist eine Frechheit was sie hier machen und wie sie alles herauszögern. Als ich Geld eingezahlt habe, war ich gut genug und wurde stets sofort bedient, jetzt auf einmal nicht mehr. Wenn sie nicht kooperieren, muss ich andere Wege einschlagen. Ob sie ihren Sitz auf Curacao, Malta oder auf dem Mond haben spielt hier keine Rolle. Ich werde an die genannte Mail eine Nachricht senden. Bitte beschleunigen Sie die Bearbeitung, da es so ziemlich mühsam ist!

I notice that progress in this case is proceeding at a slow pace.

I propose that we close this case as unresolved, which will have a negative impact on the casino's reputation until the required documents are provided. Once the documents are provided, we can reopen the case and proceed.

Dear brate123, do you agree with this proposal?

Unsolved and they should receive the biggest downgrade there is on their site

Ungelöst und die sollen den grössten Down-grade erhalten denn es auf ihrer Seite gibt

Thank you for confirming.

I am closing this unresolved case with the status: insufficient evidence from the casino.

The casino can reopen this complaint at any time. However, we will only reopen it once the necessary evidence is provided by the casino to brate123.