The player from Germany has tried to suspend the account. Unfortunately, the enquiry was ignored. The player failed to provide sufficient evidence to support his claims, therefore the case was rejected.
20Bet Casino - Player’s attempt to close her account has been overlooked.
Amount: €8,000
20Bet Casino
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6.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I have had the problem with this casino for a very long time that, even after being asked to close the account several times, I kept falling for the traps of this casino, driven by my addiction, and once put in over €8000 without being able to endure it. As I said, when asked to block the account, I was always persuaded with a minimum 40x convertible bonus, since I also see myself as addicted, I liked it for a short time and then started depositing again! What can I do here I want the money back! And I want the ban because I've already invested a lot I always hope for luck but only lose more! Many thanks for your help
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2 years ago
Dear findikfistik86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to temporarily block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
I have said several times about the online support that I am ruined no more money I just lose! Deposited over €8000 and never won anything back, I kept saying that! The support promised to send the messages to the personal vip chloe! I'm assuming that you get all chat histories! Also I have asked by mail about blocking account closure! But again and again you manipulate a bonus, which of course irritates a player because so much has already been lost! Please help and thank you
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2 years ago
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After the first request to close the account, I put in exactly €2946.41 again! And have paid out zero so far, or won that it would have been worthwhile to pay out. Once you didn't release the payout despite verifying it, so that it was always available as a credit on the account! What do you think happened at the end?!!! Of course everything is gone, the way they thread it you have zero chance it's dubious and unfair to treat players like that, I can't believe it!
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2 years ago
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I have petronela.k@casino.guru all the proof attachments I have provided! Please process as soon as possible.
I don't have the history of online support, my gambling addiction was brought up here several times and also forwarded to chloe, who then only ever offered bonuses!
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2 years ago
Thank you very much, findikfistik86, for your reply. Could you please advise when you have brought up your gambling addiction for the first time? Please forward your deposit history to petronela.k@casino.guru.
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2 years ago
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If I could say it exactly, it was around May 2022 via the support, I wrote that I had no money left and didn't have the means to constantly put money in here and I complained that the chances of winning were very bad and I asked for free spins or a bonus and said that I don't want to play here anymore because I'm losing too much!
My email was also addressed to chloe after the conversation with support:
please close my account!! on 05/03/2022
Could we get chat sales here?
After the conversation with the support, who always forwards the message to chloe as it was written to me, I assumed that she would get the details or histories!
My statements about my behavior and interpretation was a clear gambling pattern.
They took advantage of that! And I not only lost my money but also a lot more!!!
Because the support regretted this very much and says you have bad luck!
times was good!!!
deposit history is out to petronela.k@casino.guru
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2 years ago
I have checked your emails and deposit history carefully, findikfistik86. Unfortunately, I haven't found any mention of gambling problem. Yes, I agree that you mentioned that you are worried about your losses and you wish to have your account closed however, you didn't inform casino about the gambling problem. On the other hand, the entire conversation suggests that you were negotiating to get more bonuses. I'm truly sorry but at this point, we do not hold solid proof to confront the casino.
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.
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2 years ago
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Hello driven by gambling addiction and desperation because a lot has already been invested, call that negotiation! This is not a negotiation, this is gambling addiction!
do you actually play do you have an addiction?
or can they make an empathy?
I can already find the word I've lost too much, please close my account, enough to close an account! A lock self-exclusion whatever they should have spared me from more loss and damage!
instead there were also bonuses and free spins and what would a driven gambling addict have done, he would have been happy about the bonuses!
As you say and as a gambling addict I couldn't have gone into the negotiation any better!
I asked you for help, if you looked at the desperate deposits or even my first email which is simple and understandable for every child, then it should be enough for a reputable casino to react, they don't have that!
Do you have chat histories from the casino?
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2 years ago
Thank you, findikfistik86, for sharing all the relevant communication again. I have seen all these emails. Unfortunately, I have to emphasize once again, that not even once did you give a reason for your account closure or mentioned 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 20bets 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 support@20bets.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
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2 years ago
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Thank you for the template!
The account has now been blocked!
I have to make myself clear again;
I wrote a message to the support about this and I also gave the reason, after the support regretted my decision, you wrote; "They will forward my message to the Personal Vip Advisor". I wrote her an email right after the conversation with the support, which she read, please close my account!
since I didn't copy any chat histories, I can't prove it!
I want you to question the chat history!
why don't you do that! And tell me all the time what my intentions were and don't ask the ones who ask and me?!
The terms and conditions of 20bet state that an account is closed immediately if you contact support! No template or anything else is called for a ban here, do you even want justice or what exactly is this about! I get it, why don't you go into what I'm explaining clearly?!
I would like your help if that doesn't work I'd be happy to look for another way!
but please get down to the facts just because I can't prove it doesn't mean the casino can walk away!
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2 years ago
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Is it possible for me to request self-exclusion from all online casinos
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2 years ago
I have checked the Responsible Gambling section on the website, and this is what I found (here):
"Self-Exclusion
If the situation is more serious, you may want to exclude yourself from gambling for an extended period of time. You can contact our Customer Support team at any time requesting self-exclusion for a period of between 6 months and 5 years.
...
Contact Info
If you have any questions or need further information, contact us on the following:
messageLive chat
We're here to help 24 hours a day, 7 days a week."
Could you please advise if you have sent any requests for the self-exclusion to Support@20bets.com? Unfortunately, the only emails I have found were sent to your VIP agent Chloe. Please understand that if you expect the casino to follow its rules you need to send your requests to the correct email address and ask for help.
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2 years ago
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chloe is vip consultant! She is from support!
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2 years ago
In an ideal world that would have been true, unfortunately, in some casinos, not every personnel can apply self-exclusion to a player's account. Could you please advise if you have sent any requests to the abovementioned email address? Thank you.
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2 years ago
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No, only online to support, I got a vip advisor and only wrote to her, the chloe is not from 20bet! what is real I have already consulted a lawyer on this subject and have already received encouragement here, this should have worked in the first email. There would have to be an immediate site ban even if I didn't mention self-exclusion or gambling addiction!
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2 years ago
I do apologize, I only realize it now. You submitted this complaint under 20bets Casino, but it is related to 20bet Casino, is that correct?
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2 years ago
Thank you for the confirmation. I have checked the correct website for the Responsible Gambling section, and this is what I found (here):
"WHAT TO DO:
If you know from the start that you are going to have certain gambling issues or you are just afraid that you are already not able to find a middle ground between how much you want to play and how much you actually can, then you may want to choose to exclude yourself from gambling at our casino. You can activate this preventive measure by contacting our friendly Support Service by Live Chat. In case you are concerned about someone close and dear to you, who can lose control over themselves while gambling, please contact our friendly Support Service and we will try to sort everything out. It works 24/7/365 and can be reached via Live Chat."
We will contact the casino and ask for their cooperation, but, before we do so, could you please forward any supporting evidence showing your deposits? Looking forward to hearing from you.
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2 years ago
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we are slowly getting closer to the whole thing!
can i have an email to send the deposits. Thank you very much for your effort
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2 years ago
All these transactions are for 20Bet Casino? They go from 19th of April 2021 to 19th of July 2022. Is your casino account still accessible? Could you make a screenshot of your cashier history? You suggested that you have sent an email to Chloe on the 3rd of May 2022 asking to have your account closed. Have you informed live support about your gambling addiction before or after?
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2 years ago
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Hello, yes, the account is already closed and the payments were up to date. I asked for an overview beforehand because you can only access it via support. Yes, support was informed several times about gambling addiction and they always passed it on to chloe. The only thing I got from online support was that they were sorry, nothing more
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2 years ago
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What about the statement of cooperation with 20bet
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2 years ago
Thank you very much, findikfistik86, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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.
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2 years ago
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Ok, I'm excited to see how it goes! My lawyer would like to be involved here? Is that possible?
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2 years ago
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Hello jozef has not contacted you, everything is ok
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2 years ago
Hey findikfistik86,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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2 years ago
We would like to ask the 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, we will close the complaint as ‘unresolved’.
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2 years ago
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Yes, it was clear from the start that you couldn't solve it. You also asked me a hundred times, as if it were so difficult to understand, and I had to give the same answers over and over again
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2 years ago
Hello all,
We have checked the conversation with the support tam and the VIP manager with the player in question, and we saw that the account was closed right after the player mentioned the gambling addiction she have.
All the previous times, when the player was asking to close the account, she agreed for the bonus to continue gambling.
The casino administration cannot see any responsible gambling policy violation in this particular case.
We are hoping for your understanding.
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2 years ago
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That's not true, they received all the messages from the support, I was also asked here what the reason for my decision was, I've always said that I'm financially at the limit and only deposit uncontrolled and can't win anything. The support did not even point out that I can insert a restriction, a deposit limit is recommended! It just came we regret your decision very much and will forward your message to vip support, through which they then manipulatively persuaded their addicted players to give tasty bonuses to keep them in the game! That's the reality!!! It should have been enough to write a message via online support in their terms and conditions to close the account! It's clear that I'm more and more led to play with my money when I'm addicted, so the bonus is only good for you! They did great! I want my compensation for ruining me with this action!
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2 years ago
Dear findikfistik86,
be aware that evidence provided is not sufficient to support your claims. There is no clear mention of gambling addiction, just request for account closure and discussion about the bonuses. Please, could you provide me with proof that supports informing the casino about the gambling problem, except the situation when the account was closed?
