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.

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

Dear brate123 and 22bet casino representative,

After several meetings and a thorough review of the evidence, we have decided to close this case as unresolved. The primary reason is that the casino promised to send a chat transcript to brate123, but this did not happen, leaving us without key evidence.

We are changing the status from justified to uncertain due to our lack of information from the chat log. Another reason is that brate123’s account was closed promptly upon his email request.

Brate123 has also indicated that the value of the complaint should be higher, as his deposits since acknowledging his gambling addiction exceed the current complaint amount. Therefore, brate123, please provide evidence of your deposits so we can reevaluate the complaint value.

Dear Casino Guru and 22bet Casino Representative,

First, I want to thank Casino Guru for the time and effort you have invested in reviewing my case. Your attention to detail is greatly appreciated. However, I must express my profound disappointment with how this situation has been handled.

It is utterly unacceptable that the casino failed to provide the promised live chat transcripts. If they had nothing to hide, they would have willingly shared this crucial evidence. The fact that they didn't only reinforces my belief that they are deliberately concealing the truth. The absence of these logs has left me without vital information to support my claim, which is incredibly frustrating.

What makes this even more disturbing is that the casino knowingly took advantage of my gambling addiction — a recognized illness. How can they continue to operate with any sense of integrity, knowing they have exploited someone in such a vulnerable state? I find it hard to believe that they can sleep at night, knowing the harm they’ve caused.

Moreover, the management of this casino raises even more red flags. A 79-year-old woman named Vivian Victoria Ersilia is allegedly in charge. I question whether she is genuinely involved in the daily operations or if her name is simply being used to cover up shady dealings. To add to the suspicion, several offshore companies with fictitious names are registered under this casino. These are not just minor concerns but point to a deeply fraudulent operation. Even the license provider seems to be complicit, licensing themselves with companies hidden behind layers of deception.

It’s clear to me now that this casino is not just poorly run but actively harmful. I urge everyone to be aware of what they’re dealing with — these people are dangerous, operating in the shadows, and have no regard for ethics or decency. They belong nowhere near the gambling industry and should be held accountable for their actions.

I am incredibly disappointed and angry that the case has come to this, and I hope others can avoid the same fate.

I hope God will forgive you for your devilish actions

Hello brate123,

We would like to update you that due to Matej, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Matej has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Matej will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello brate123,

I apologize for the delayed response; I was at a conference and fell ill afterward.

As I explained to you in the email:

1. The key evidence is missing, and it was the responsibility of the casino to provide you the chat logs. (Because of that, we are on your side.)
2. Why we want to close this case as uncertain:
3. We don't know what you wrote in the chat. After you wrote an email to the casino, they closed your account almost immediately. Two regulators decided in favor of the casino.

To point 3: I would like to add that you wrote your complaint without any specific information (exact dates when you asked support on live chat, etc.).

Kahnawà:ke Gaming Commission asked about chat logs, and the casino sent them a PDF with all communication, based on which they dismissed the case.

We held three internal meetings about this complaint, and we decided on this course of action, which we need to respect.

Hello Matej,

I hope you're feeling better. Thank you very much for your response.

We have already communicated via email, but I will address the points again here so that everyone can see who they're dealing with.

You mentioned that two regulatory authorities have closed the case. I only know of the KGC, and I have NEVER heard of another authority.

You said that the KGC closed the case because the casino provided the chat logs.

First of all, that is not true. Here is the response from Kahnawake:

As you can see, the KGC does NOT mention any communications provided by the casino. They closed the case because I referenced information from 2021!

Additionally, the KGC’s own rules contradict themselves. They mention that all casinos must keep communication records for at least 5 years, yet a problem must be reported within 6 months.

So, everyone, it’s clear they are all in cahoots and supporting each other.

And let's assume that the casino really did provide the live chat logs — why haven’t they provided them to us?

during all the correspondence, i realized that there was misinformation and misunderstandings. 

For example: 

- wrong date when I was banned

- 2 regulators (I only know about one?) 

- KGC did not decide based on live chat logs

when i realized this, i suggested a conference with you matej and the representative so that we could discuss everything calmly and clear up all misunderstandings and misinformation. the representative directly rejected this according to you. why do you think? 

So, Matej and dear Casino Guru employees: I think we need to put two and two together to understand that something is not right here. They have even lied to you, Matej.

Please don’t take this the wrong way, but I can and will never understand why you would mark this complaint as uncertain after everything you have read and witnessed. The fact that the casino is getting away with this is a disgrace for the gambling industry. While we may not have the evidence because they refuse to provide it, I have given you multiple proofs of the casino lying and giving you false information. If, after all this, you still decide to change the status of the complaint to uncertain, then you have failed as a supposedly neutral platform. Because at some point, you have to adress this issue directly and tell the casino: If you provide we will check, if not there will be hard consequences.

It's like asking a child if they did something wrong, and the child smiles and says no, but you can clearly see because of the simle that the child is lying.

Hello brate123,

Unfortunately, I am still sick, but thanks for asking.

I am not sure if you correctly understood the conclusion of the case.

I would like to highlight that nobody in the industry (mediators) would be on your side when the casino has two reports from the regulators saying that they were right (Curacao + KGC).

We checked every aspect of the complaint and decided to be on your side and go against the regulator's decision.

What we don't know is what you wrote to the support. However, we know that when you wrote an email, the casino closed your account almost instantly. Mostly because of that, we decided to classify the case as uncertain (because evidence is missing).

We must keep some consistency in our cases and it wouldn't be fair to those players who have clear evidence (emails, screenshots, etc.) to we classify your case as justified. You could have written to the support something like, "I lost too much, give me a bonus or I quit," which is not a confirmation of gambling addiction. We don't know what you wrote that time, and most likely, we will never discover it. But when you wrote an email, the casino excluded you promptly, and that's why there will always be a reason to doubt, and the case is not clear, however we are still on your side.

Hello Matej,

Thank you for your response. First, I sincerely wish you a speedy recovery.

It's astonishing that you keep claiming the regulators decided in favor of the casino! The KGC merely stated I filed my complaint too late, and Curacao isn’t even overseeing 22Bet! I have written confirmations proving this!

I can't comprehend how this decision even makes sense, especially knowing that it boosts the casino’s rating. I was crystal clear in my communication, stating, "Please ban me, I am addicted to gambling!" How much clearer can one be?

I understand you, there is no evidence.

But withholding evidence is nothing short of scandalous! It's blatant dishonesty on the part of the casino. This entire situation is grossly negligent and dangerous, as unsuspecting players will see this inflated rating and fall victim to this mafia operation.

To 22Bet: Mark my words, you will hear from me! I will be suing you from Switzerland. You bandits! I will take you to court and sue you down to your last shirt! I hope your site crashes and you face financial ruin! Wish all the best to your boss, who is 80 years old.

PS: Bill55 will be taken back from the EU, you can‘t hide forever!!!

before the complaint was reopened:

• casino doesn't want to provide my personal data (evidence)
• they're hiding evidence
• no regulator has decided in favor for the casino

after the complaint was reopened:

• casino still doesn't want to provide my personal data (evidence)
• they're still hiding evidence
• Regulator has dismissed my case, not decided in favor of the casino!

So everything is the same as it was, nothing has changed the situation.

So why would you change it to uncertain?

I think you guys missed very important points at your conference, as that not one regulator has decided in favor of the casino!

I'm not even rooting for my money anymore. i know they won't pay.

I'm rooting for justice! And this is clearly no justice.

Maybe you should review the case with your team again and consider that not one single regulator has decided in their favor.

Hello brate123,

I am finally back in the office.

Regarding your screenshot:

You asked Curaçao eGaming (CEG), and the casino holds a Curaçao Antillephone N.V. (ANT) license. So it is obvious that the different regulator replied to you that the casino is not holding their license.

The casino provided communication from which it is clear that based on the evidence they provided, the licensing authority dismissed your case. (The licensing authority should also have informed you by email about this)

Communication with the Kahnawake Gaming Commission (KGC) reached a similar conclusion to that of Curaçao Antillephone N.V. (ANT); however, they cited the official reason for rejecting your complaint as it being submitted beyond the 6-month timeframe.

The key point is that after you emailed the casino about your issue, the casino quickly closed your account.

Because the casino had many issues with RG in the past, we decided to be on your side; however, we can no longer classify this case as justified.

On our special internal meeting we discussed this case several times and this is the conclusion of 10+ people, experts in the field.

You can take this case to the court, of course, and I hope that somehow you get access to the missing chat log; however, based on what we have, we have already decided, and even I can't change that collective decision.

Dear Matej,

I hope this message finds you well.

I want to express my disappointment regarding the handling of my complaint. While it seems you may be on my side, closing this case as "uncertain" does not reflect that. This decision essentially serves as a victory for the casino, and it’s disheartening to see Casino Guru allowing this to happen.

Could you please provide me with the details that the casino shared with you? I want to understand why they refuse to provide the chat logs.

Additionally, I've checked my emails and found no record of a ban request sent via email; my request was made solely through live chat. Have you inquired with the casino representatives about why they won’t send me those logs? I would LOVE to hear why they don't want to send me MY personal data.

It’s troubling that multiple people involved from your team in this process cannot see that something is fundamentally off.

For many of us on this platform, this outcome feels like a significant setback for Casino Guru. I would really like to know how 10+ people can not see that this casino is lying and hiding evidence.

I don’t mean to place blame on you, Matej, so please don’t misunderstand. However, the decision made by your team is quite questionable. I would really like to understand how you evaluate these facts. It seems that obtaining a response from a regulator who rarely replies and acts dubious is more important than the fact that the casino is withholding evidence. I have to say, I expected more from Casino Guru, especially since you are known for advocating for players' rights.

Dear brate123,

In 2022, we closed your case due to a lack of response from the casino, following our no-reaction policy.

In 2023, the complaint was reopened as we engaged in dialogue with the casino, which began addressing accumulated complaints. However, we lacked crucial evidence from the casino, leading us to mark your case as closed with status: insufficient evidence from the casino.

In 2024, the casino requested to reopen the case, and a new representative communicated that they could not provide the original chat transcript because the file is already deleted but consider the matter closed because two regulators ruled in the casino's favor. One regulator informed you that your case was rejected due to the six-month timeframe having passed, however, from internal communication, they agreed to reject it.

At this point, no third-party mediator would contradict the regulators’ decisions. Where do you see the setback here?

The regulators' decisions partly stem from your communication. You were not specific in your complaint, you only raised concerns about the company's responsible gambling policy. Key details, such as when the incident happened and your specific comments made during the live chat, were overlooked. The casino provided evidence showing that your account was closed immediately after you expressed concerns about your gambling addiction via email. After regulator's decision, you did not raise the key questions.

And this is why we can't close this case as justified. When you used email, your account was closed, but you stated that through chat it wasn't possible. But why then did the casino close your account via email so easily and why didn’t you attempt to close your account through email sooner?

As you can see, the situation is more complex than you suggest. 

Lastly, why do you perceive this as a victory for the casino? The case will remain visible and unresolved, allowing others to read about your experience.

Point 1: As I mentioned earlier, the KGC's rules contradict themselves. According to the KGC, the casino MUST retain all customer-related data for 5 years. I don’t think the casino has been penalized for not complying with this. Secondly, we all know how Antillephone operates—just looking at the forum here tells you everything you need to know about this licensing body. If I, the person directly involved, did not receive any response from them, then there’s no point in discussing whether their decision holds any significance. Moreover, I responded to the KGC and tried to keep the complaint open while addressing the casino's failure. However, they refused and claimed I didn’t submit the complaint within 6 months. Perhaps no third party would question a decision made by CEG or MGA, but when it comes to Antillephone, which still doesn’t even have a proper website, I think we should all pause and ask ourselves how much credibility we want to give them.

Point 2:

I clearly addressed where the problem lies in my complaint. I wrote the following:

"For the past six months, I have been diligently attempting to address certain issues through various channels, including email and live chat, with both 22Bet and TechSolutionsGroup. Unfortunately, my attempts have been met with complete silence, raising serious doubts about their commitment to customer satisfaction and responsible gaming practices.

I would like to bring to your attention a particularly alarming aspect of my experience:

1. Despite explicitly disclosing my struggles with gambling addiction through the live chat, I was not provided with the necessary support or preventative measures. Shockingly, I have not been restricted from further gambling activities on the platform.
2. Upon requesting my chat histories to document these interactions, I was blatantly ignored, demonstrating a complete disregard for transparency and customer service.
3. In an attempt to address this matter, I sought contact with the company behind 22Bet, TechsolutionsGroup. Unfortunately, my outreach was met with the same level of disregard, leaving me without any avenue for resolution."

Where exactly did I fail to mention my issue?

And once again, Matej, I can’t find any email where I requested the casino to block my account. I asked the casino via live chat to close my account due to gambling addiction, and I was told that it would close after 3 months of inactivity. Naturally, I kept playing. Maybe later I contacted the live chat again, and they told me to write to block@22bet, but that was AFTER I had already lost €22,000, even though I had already mentioned my gambling addiction.

Point 3: Sorry, Matej, but why are you asking me why I see this as a victory for the casino? You yourself said it! "Unfortunately for the casino it is like a victory, their rating will go up...." So i don't understand your question how I preceive this as a victory?

Last but not least: You're right, everyone can see my experience and this complaint. But of these players who are searching for a casino, how much of them will acutally look at these complaints when the rating is so high?

I am deeply disappointed by this decision. I feel truly let down and abandoned, as if my concerns were not taken seriously. It seems like this complaint has only been looked at superficially, despite the fact that over 10 people have been involved in working on it. I expected more thoroughness and fairness, and instead, I’m left with the feeling that this issue was not properly addressed.

Dear brate123,

Regarding your point 1: Antillephone is where the casino has a license; you knew it when you chose the casino, and now it is pointless to compare it with MGA or CEG. (In my opinion, CEG and Antillephone are on the same level.)

Where exactly did I fail to mention my issue?

Did you write what exactly you wrote to the casino and when (timestamp)? Did you take any proof that mentioned conversation happened? A screenshot maybe?

I personally believe you; however, when the regulator asked the casino, they sent all email communication between you and the casino, and from that, the regulator decided that the casino acted correctly. So there is no doubt that the proof is not in the email communication.

(The email communication is available to you (history), so you should have proof that you mentioned your gambling addiction via email to the casino with a specific timeframe. However, based on evidence from the casino, the regulator decided that right after you mentioned your addiction, the casino closed your account.)

And because there are doubts in this case, we decided to close it as an uncertain case. We must have the same meter for everyone.

You are looking at this case only from your perspective, and that's why you disagree with our decision. I already did what I could in this case; I communicated for months with the casino about their responsible gambling policy, then initiated our internal meetings, and we came to the conclusion. Now there is nothing I can do about it, and trust me, I worked very hard to help you from the beginning.

If you want to write me something, please use my email.

This complaint was opened way too long, and I need to close it because further discussion is not leading us anywhere.

Hello Matej,

Following the reopening of the complaint, I would like to confirm that I have already provided the live chat screenshot via email to you.

I have nothing further to add at this stage and will wait for your and the casino’s response.

Best regards

Dear Brate123,

Thank you for providing the screenshot. However, before we can proceed and present this evidence to the casino, we need to address a few issues with it.

As it stands, the screenshot cannot be independently verified — there is no indication of when the conversation took place, and there is nothing linking it to your account specifically. Without this context, the casino could easily dismiss it, which would not help your case.

Could you please provide any of the following to strengthen the evidence: the date and time of the conversation, confirmation that this was your account (such as a username or player ID visible in the chat), or any additional context that would help us connect this screenshot to you and your self-exclusion request?

Once we have this, we will be happy to move forward.

Hi Matej,

thanks for your reply, I understand your point.

To address this, I will send you two supporting elements by email:

• the metadata of the screenshot, showing the exact creation time
• a transaction history extract where the relevant deposit attempt on that day is highlighted

Regarding the timeline:

I attempted to make a deposit at that exact time, but it failed due to insufficient funds. Immediately after this, I contacted support and asked to be self-excluded due to gambling addiction.

This sequence is important, as it reflects the situation I was in at that moment: the failed deposit attempt directly led to me reaching out to support.

It also confirms that I was logged into my account at that time, since initiating a deposit is only possible while being logged in.

The timestamps align closely (deposit attempt - chat - screenshot creation), which in my view clearly connects the screenshot to my account and that specific situation.

Please let me know if this is sufficient or if you need anything further.

Best regards

Dear Brate123,

It appears that all emails I have sent to you have been returned as undelivered. Could you please provide an alternative email address (preferably not Hotmail)?

Dear Brate123,

I have sent you an email to your Gmail account.

Dear Matej

I have replied to you.

Lieber Matej

Ich habe dir geantwortet.

Dear 22bet Casino representative,

We would like to bring to your attention that brate123 has recently provided new evidence in this case — a screenshot from a live chat conversation in which he states he informed your support team about his gambling addiction and was told to wait three months for his account to be closed.

To support the authenticity of this screenshot, the player has also provided the file metadata showing the creation timestamp, as well as a transaction history extract indicating a failed deposit attempt immediately prior to the chat interaction.

Please review the new evidence and share your position with us.

Hello,

Thank you for your assistance and for sharing the additional details.

We are now reviewing the information provided and will consult with the appropriate department to properly review the case. As soon as we receive further clarification, we will return with updates.

Thank you for being so understanding.

Dear 22Bet Casino Representative,

Thank you for your update and for looking into this matter.

We appreciate your cooperation. We will wait for your response.

Hello,

We would like to kindly note that it appears unusual that these pieces of evidence have been submitted only at this stage, while the case had already been reviewed one and two years ago. Nevertheless, our team is carefully reviewing all the newly provided information, and we will return with an update once the assessment is complete.

Thank you very much for your patience and understanding.

Dear Matej,

At this stage, we cannot consider the provided screenshot as sufficient and reliable evidence of any violation on the company’s side.

The player has submitted only a static image, without any server logs, ticket ID, technical session data, or full communication history. Based on a single screenshot, it is not possible to verify its authenticity, integrity, or whether the messages were altered or taken out of context.

We would also like to point out that the image does not contain any details that would allow us to clearly link this chat to the player’s account. There is no account ID, email address, username, or support request number visible.

In addition, only a small fragment of the conversation has been provided, without any context regarding what happened before or after this exchange. Therefore, it is not possible to determine whether there were other interactions, whether any responsible gambling tools were used, or whether the player took any further steps after this conversation.

For these reasons, we believe that the provided material is not sufficient to establish any responsibility on the company’s side.

Thank you for your understanding.

Dear Matej,

I have read the casino’s latest response and would like to briefly comment.

The casino relies on the absence of server logs, ticket IDs, session data and full chat history. However, these are operator-side records, not player-side records. As a player, I cannot provide internal backend data that only the casino itself could have preserved. This standard of evidence is not realistic for a player and could never reasonably be provided by a player.

This has been the central issue throughout the entire complaint. The live chat records were always under the casino’s control, yet they were never provided. Now the casino is using the absence of those same records as a reason to dismiss the evidence I was able to provide from my side.

From my side, I have provided the maximum evidence reasonably available to a player, especially years later.

If this standard were accepted, any casino could avoid responsibility in responsible gambling cases by not providing its own records and then arguing that the player cannot provide internal server data.

For this reason, I respectfully ask Casino Guru to assess the case based on the full chronology, the cumulative evidence, and the fact that the missing key records were always under the casino’s control, not mine.

Kind regards

Dear Matej,

I noticed that the response timer has now been expired for several days, and I have not yet received a reply to my email follow-up.

Could you please let me know whether the case is still under review and whether an update can be expected soon?

Kind regards

Dear Brate123,

As I explained in my previous emails, we have no other option but to close this case as unresolved once again.

I apologize for the delay. I was trying to find an alternative solution and explore all available options; however, unfortunately, this was not possible.

Dear all,

As Matej is no longer available to continue moderating this case or provide further clarification regarding the final conclusion, I will address the matter on his behalf.

When assessing complaints of this nature, we must evaluate the case as a whole, taking into account all available evidence, procedural limitations, the passage of time, the regulatory environment in place at the time of the events, and the practical likelihood of achieving a different outcome.

I would also like to clarify that neither Matej nor I intended to suggest that the eventual closure of the player account somehow erased or excused any earlier shortcomings on the casino’s part. Rather, this was only one of several factors considered in our overall assessment. The fact that we ultimately sided with the player to a significant degree clearly demonstrates that we did not consider the matter resolved solely because the account was eventually closed.

At the same time, it is important to recognize that this complaint relates to events that occurred several years ago. Since then, the operator has significantly improved its internal procedures and overall operational framework. While these improvements do not alter the circumstances of this specific case, they are relevant when assessing the casino’s present-day conduct and overall rating. Over time, the casino has successfully resolved numerous player complaints and addressed many of the concerns that were commonly raised in older cases. Effectively, this remains the only case that was not resolved by the casino team in a manner we consider to be a fair practice.

I must also respectfully disagree with the suggestion—raised by the player in their email correspondence with Matej and partially in this thread—that Casino Guru has acted inconsistently or without clear reasoning. This case has been reviewed extensively over several years, reassessed on multiple occasions, and discussed internally in significant detail, including after the submission of new evidence. Had our intention been simply to protect the casino’s interests, as the player appears to imply, it would have been far easier to accept the operator’s position from the outset. Instead, we repeatedly revisited the matter, acknowledged shortcomings where we believed they existed, and ultimately reached a conclusion that supported the player’s position to a greater extent than that reached by any other party involved.

It is also worth noting that, despite the player raising several valid concerns, Casino Guru was ultimately the only body that formally acknowledged shortcomings in the casino’s conduct, communicated these findings to the casino team, and reflected them in both the complaint classification and the casino’s rating.

I understand that this conclusion may still not be satisfactory from the player’s perspective. However, we believe the current classification and its impact on the casino's safety index rating appropriately reflect both the concerns identified in the casino’s conduct in this particular case and the practical limitations surrounding a case of this age and complexity.

While this may not provide the resolution or outcome the player was hoping for, the impact of unresolved complaints on a casino’s rating remains one of the key mechanisms through which we can encourage operators to improve their practices and approach similar cases more responsibly in the future.

The player is, of course, fully entitled to disagree with this conclusion and may, if possible, choose to escalate the matter to the relevant authority within their jurisdiction or seek advice from a qualified legal professional. Regrettably, this is the point at which any further assistance from our side, in our capacity as an independent dispute mediator, comes to an end.

If the casino decides to react and handles the matter appropriately, as Matej has communicated to them, I'm ready to reopen the complaint, and you will be notified by email.

I am sorry we could not be of more help on this occasion, and I wish you the best of luck in potentially resolving this matter through other means.

Best regards,

Michal

Casino Guru