21bets Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Hello there,

I closed myself out from all Famagousta B.V. casinos earlier.

They said that they closed my account, i even wrote my email, personal identification number etc.

Still, after this i could deposit on two of their casinos weeks after my closure. They first said:

We would like to take this opportunity to inform you that we do not offer the option of a refund when the deposit money has been used for placing bets.

And also:

In this situation, we have implemented restrictions on your Jupicasino account but were unable to do so for your 21Bets account.

It's the same information like email, name, adress etc on both the accounts. I want a refund due to the fact that i told them that i wanted to be permanent banned on ALL of their casinos and the whole license.

Dear timgartz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Best regards,

Petronela

Thanks!

I have sent an email with the pictures 🙂

etc. Tim

Player's screenshots:

Thank you very much, timgartz, for your email. Based on the provided screenshots, it is clear that you sent a request to Jupi Casino to close your accounts under the same license. Jupi Casino informed you to notify them about any other accounts under the same license since they don't have a unified database. Please confirm if you directly sent a request to 21bets Casino. Looking forward to hearing from you.

I asked them to close me out from all their sites:

close it on the license so i can't play on any other casinos that you provide.

Tim G****

Ti****tz@gmail.com

19*****4-2259

so i even shared my details to their other sites

Got updates, they contacted me and wanted my IBAN etc, thinking they will refund me. Keep my post open until i know 🙂

Perfect, please keep me updated. Looking forward to hearing from you.

Hello again,

it's been 5 days now and no reply from them at all.

Hello, had an email yesterday:

Dear Tim

Thank you for your email, and we appreciate your patience.

We would like to inform you that the refund process is currently underway, and it is scheduled to be completed later today.

Once the payments department has processed the refund, you can anticipate that the amount will be credited to your account within the next 1-2 working days.

We apologize for any inconvenience caused and assure you that we are working diligently to expedite the refund process.

Thank you for the update. Hopefully, the money will reach in the following days.

Dear timgartz,

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.

Hello! I have received the money 🙂

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, timgartz, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru