The player from Germany had self-excluded from Jupi Casino due to a gambling addiction and had requested account closure at all sister/partner casinos. However, she had been able to register and deposit €160 at 21bets, a sister casino of Jupi, which she subsequently lost. Despite her claim that her self-exclusion should have been applied across all partner casinos, we had clarified that self-exclusion at one casino did not automatically apply to associated casinos. We had explained that both casinos operated under a Curacao license, which did not enforce group self-exclusions. The player's request for a refund was denied by the casino and we had supported this decision, as there was no violation of any rules by the casino.
21bets Casino - Player was able to open an account.
Amount: €160
21bets Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.6
21bets Casino has a Safety Index of 2.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
Public
Public
9 months ago
Translation
Hello, I was able to register at 21bets today and deposited €160
which I then lost.
21bets should have denied me access and blocked any withdrawals since I had already self-excluded due to gambling addiction at their sister casino, Jupi Casino. I specifically asked for my account to be closed at all sister/partner casinos as well - see attached. 
Automatic translation:
Public
Public
9 months ago
Dear Lesa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gambling section, and this is what I found:
Self-Exclusion
Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude for a specific period of time.
Self-exclusion means that you can choose a more extended period that your account will remain closed. Please contact us only via email and inform us about your decision to pause your activities at the Website. Upon receipt of an email request for account closure, the requested account will be placed on our 1st stage, 24-hr cooling off period which will disable your account, allowing no gambling activity. Once the 1st stage 24-hr cooling off period has passed, while your account remained closed, a Customer Support Agent will inform you of the available self-exclusions periods. There can be no variations of the pre-selected time periods. After that and in order to proceed with this process, we will require an email response from you. If we do not receive a response within a further 24-hrs, your account will be reopened and confirmed by email. Once you begin your Self-Exclusion period, your account will be disabled and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated.
Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
Could you please advise if you have requested a self-exclusion from this casino directly?
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
9 months ago
Translation
No, not yet, but they shouldn't have allowed me to register and deposit on 21bets. I have excluded myself from Jupi Casino, which is a partner casino, with the request that I be excluded from all partner casinos. Unfortunately, it didn't happen in this case
Automatic translation:
Public
Public
9 months ago
Translation
here is a similar case. In this case the player has received his money back.
Automatic translation:
Public
Public
9 months ago
Translation
I can also add that my data was/is identical at Jupi Casino and now also at 21bets. I have given the same email address, name, address and telephone number here
Automatic translation:
Public
Public
9 months ago
Translation
21bets informed me in the chat that they have now closed my account here and are checking my request for a refund
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
9 months ago
Translation
I received a response and they don't want to give me a refund. Could you talk to them again?
Automatic translation:
Public
Public
8 months ago
Lesa, please understand that if you self-exclude yourself from one somehow related casino it doesn’t necessarily mean that you are protected on all the other associated websites. Both casinos have a Curacao license which doesn't enforce group self-exclusions like, for example, MGA-licensed casinos do, and we cannot penalize them for it. Nor are we in a position to force the casino to refund your deposits under these circumstances.
As long as your account has already been closed, there is not much we can do. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
Public
Public
8 months ago
Translation
Who else can I contact? I think there is no player protection here. I'm addicted to gambling and can't block myself from all casinos here.
The license or the operator knows about my gambling addiction and is taking advantage of it, that's not fair and not serious!
Automatic translation:
Public
Public
8 months ago
Translation
There are probably some people who have big problems with this. Isn't there a solution here regarding a refund?
Automatic translation:
Public
Public
8 months ago
You can always contact the licensing authority, however, from our standpoint, we don't think you are entitled to a refund.
Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
