20bets Casino - Player’s deposits have not been returned.

Dear Team Ryker B.V. International/20Bets/Fresh-Bet Team,

I am writing this note to bring to your notice and request for redressal of my open issues wrt to the online gambling/sports betting sites – "20Bets.com" and "Fresh-Bet.com", owned and operated by you  Ryker B.V. (registration number: 154186; with registered Address: Abraham Mendez Chumaceiro Boulevard 50, Willemstad PO BOX 4750, Curaçao., under the jurisdiction of Government of Curacao. The aforementioned site is operating without an active license and is pending application with the GCB, represented by the IGA Team.  The said operator has engaged in several egregious actions that have resulted in significant financial loss and emotional distress for me. Despite my repeated attempts to resolve the matter directly with Fresh-bet.com and 20Bets.com, I have not received the return of my deposits, which total 36,100 Euros, deposited between May 17, 2024, and May 29, 2024 to the said operator(s) [User ID: modiutkarsh@gmail.com]

The issues at hand include but are not limited to:

1. The said operator, Fresh-bet.com, worked without an active gambling license (on their mobile site: m.fresh-bet.com) at the time of the transactions [proof attached], thereby engaging in illegal gambling practices during the time of deposits [May 17 - May 21]. Since then, they have shifted to another offshore license while still operating from Curacao, even though this has expired and the operator is still pending application under GCB.

2. Violation of multiple policies under Responsible Gambling by failure to implement responsible gambling tools, such as honoring self-exclusion requests, stake limits, deposit limits, and loss limits (despite claiming the same on their website)

3. Neglecting to honor requests for self-exclusion and allowing unabated deposits during this period [Requested on May 16,18, 21, 22,23 with multiple reminders before and after any deposits, proof attached]. Account closed only on May 29 after deposits of EUR 36,100 were made!

4. Allowing bets of exorbitant amounts without appropriate checks or stops, leading to substantial financial losses, despite requesting for self exclusion, exploiting the player’s issues with problem gambling. Despite placing self exclusion requests, enticing users back with VIP bonuses.

5. Inappropriate and insensitive conduct by customer service representatives, including dismissive responses to serious concerns and encouragement of harmful actions which have had a serious impact on my mental health and financial well being.

These actions demonstrate a blatant disregard for legal and ethical standards, as well as a lack of consideration for the well-being of users. I am deeply troubled by the consequences of 20Bets.com and Fresh-bet.com's actions on my financial stability and health. I have attached relevant documentation, including emails and proof of transactions, and self exclusion requests, for your review.

Dear Utkarsh,

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

First of all, please note that the licensing authority does not require their licensees to exclude players from all the brands belonging to the same company. Casinos applying for or operating with a license issued by Curacao are not required to exclude players from sister sites, meaning you need to self-exclude from each casino individually. Therefore, it is important for us to verify several details with you:

1. When exactly did you request to be self-excluded from 20bets Casino directly? Was it on May 21?
2. When exactly did the casino close your 20bets account?
3. Could you please confirm that the amount of money you deposited to 20bets after May 21 was €23,500?
4. Have you received any responses to your emails sent to 20bets Casino customer support after you requested self-exclusion? Please forward your original emails to 20bets Support along with their replies and any other evidence that could be relevant to our investigation to my email address: veronika.l@casino.guru.

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

Best regards

Veronika

Hi Veronika, I had sent exclusion requests to both operators separately and before deposits, I have shared the proofs with you on your email

Thank you for your message. Could you please forward me the original email from 21 May to 20Bets regarding your self-exclusion? Did you receive any reply from the casino? If you did, please forward it to me as well at veronika.l@casino.guru.

Thanks Veronika, I have forwarded you the mails.

Thank you for your emails. However, I need you to forward me the original email you sent to the casino on 21 May 2024, 13:56 PM as an attachment. This can be done by following these simple steps:

1. On your computer, go to Gmail.
2. Select the emails that you want.
3. Click More. Forward as attachment.
4. In the "To" field, add recipient veronika.l@casino.guru.
5. Add a subject.
6. Write your message.
7. At the bottom, click Send.

Thank you in advance.

I have done that Veronica. Thanks.

I apologize, but your message is still not in the format I requested. I need it as an attachment of the original email, that cannot be altered or edited in any way.

Dear Utkarsh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.