21bits Casino - Player is unable to self-exclude from the casino.

I contacted casino asking to close my account because of my gambling addiction. The request was rejected and casino stated that they don't know how to close a player's account. This is against responsible gambling rules. I need this account to be closed. The screenshot is attached.

Dear BlackkSwann,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

• From the screenshot you provided us with, it seems that you requested to be self-excluded just today. Could you please confirm this information?
• What is the current balance in your casino account? I can see that you entered no disputed amount, does it mean that you have no balance in your account?
• Has the customer support offered you any alternatives to self-exclusion, while this feature is not yet implemented on their site? Could your account be blocked in another way?

I have checked our review of 21bits Casino and I can confirm that according to our data, the casino does not offer any responsible gaming tools, nor does it provide players the possibility to self-exclude. This is very alarming for us, as we strongly advocate for the principles of responsible gaming and believe that casinos have a duty to protect their players from potential gambling-related harm.

At Casino Guru, we understand how crucial responsible gaming measures are, particularly for those struggling with gambling addiction. We believe that players should always have the option to self-exclude when they feel they are losing control. Without such tools, players are left vulnerable, which is why it is a core value of ours to push for more robust protection measures within the industry. Offering players the ability to self-exclude is not just about compliance—it’s about prioritizing player well-being.

Before we get in touch with the casino and try to assist you further, there are several independent apps and tools you can use to prevent access to gambling websites. As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

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

Dear BlackkSwann,

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,

Yes, that's correct - I made a complaint the same day after this shocking conversation with 21bits' support. In my opinion it is very important to warn people about this casino and absolutely no responsible gambling rules respected there. I have no remaining balance, but I would like my account to be closed and I feel that I have a full right to demand that to be done. They didn't offer me any alternative solution, just stated that they couldn't close my account. Everything is on the screenshot I provided.

Thank you very much, BlackkSwann, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear BlackkSwann,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I’ve been trying to access the 21bits Casino website, but it seems to be down. Could you please let me know if it’s accessible for you right now?

Dear BlackkSwann,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo