22bet Casino - Jugador presenta denuncia contra casino por infracciones.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 22bet Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Are your accounts currently all blocked?
• Have you unsubscribed from the casino's marketing communication?
• Have you informed the online casino about suffering from gambling issues? Have you at any time expressed loss of control or an urgent need for help to stop playing? Would you be able to provide any such records to support your complaint?
• Has the casino responded to your refund request already? What did the casino reply? If there is any other supporting evidence, share it with me at tomas@casino.guru, or post screenshots here.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello and thanks for your support!

Yes, all 3 accounts are blocked.

Only the third account is subscribed to email marketing, in the other 2 I never agreed to receive email marketing.

Yes, I informed him via chat and email.

The casino, following the list of violations it committed and asking for a refund to avoid external lawyers, declared that it was "working on the case". A certain Mr. Robert from the "block" department of 22bet responded, block@22bet.com , from what I understand, they are the ones who handle the most serious and challenging cases for them.

Ciao e grazie per il supporto!

Si, tutti e 3 gli account risultano bloccati.

Solo il terzo account è iscritto all'email marketing, negli altri 2 non ho mai accettato di ricevere email marketing.

Si, gliel'ho informato via chat ed email.

Il casino, a seguito dell'elenco delle violazioni che ha commesso e chiedendo un rimborso onde evitare legali esterni, ha dichiarato di "stare lavorando al caso". Ha risposto un certo sig. Robert del reparto "block" di 22bet , di block@22bet.com , da quanto ho capito sono quelli che gestiscono i casi più seri ed impegnativi per loro.

I sent you an email with all the files. Thanks.

Ti ho mandato una email con tutti i file. Grazie

Thanks for your patience.

I went over the evidence you provided; however, no disclosure of gambling addiction was included in the communication you provided. The requests for account closure can't be interpreted as you informing the casino about suffering from gambling issues or that you are in need of protection.

Consequently, we can't argue that the casino knew of your gambling addiction and was supposed to protect you from further gambling by preventing you from opening new accounts.

Please let me know if there is any information I might have overlooked or haven't considered; otherwise, the complaint will be closed.

I had told them in chat, though. I don't have any screenshots of it. But they know.

In chat però glielo avevo scritto. Non ho screenshot di questo. Ma loro lo sanno.

However, the mere fact of having multiple accounts makes you think: doesn't this constitute a violation of the T&Cs?

Tuttavia, solo il fatto del multi account fa riflettere: non rappresenta violazione t&c?

Thanks for sharing your point of view.

Please note that opening multiple accounts is almost universally prohibited in online casinos. If we can't conclude that the casino should have protected you, the breach of the multiple accounts rule will be your responsibility.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.