The player from Austria who had admitted a gambling addiction had requested a deposit limit at 22bet, but the casino had denied having any control over such limits. The player then lost approximately 4,000 euros, which he believed could have been prevented by the casino. The player's account had been blocked as per his request, but he demanded a refund for his losses. We explained that without evidence of him communicating his gambling problem to the casino prior to his losses, there was no basis for a refund request. The player disagreed, but as there was no additional information or evidence provided, we had to reject the complaint as unjustified.
22bet Casino - Casino refused to set deposit limit for self-identified addicted player.
Amount: €4,000
22bet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
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11 months ago
Translation
Hello!
Unfortunately, I'm addicted to gambling and lost a lot of money at 22bet in a short period of time!
I decided to write this email to customer service on December 16, 2023:
Very dear team!
Please set a deposit limit of EUR 200 per month in my player account.
***personal details of the player deleted by Casino.Guru***
Dear user,
There are no limits on our part.
But these can be initiated by the payment system. We have no influence on that.
Best regards,
Your 22bet team
on December 28th and 29.12. I then lost around 4000 euros again at 22bet.
In my opinion they should have prevented that!
I wrote to you about the case in support. Now they have blocked my account and turned me on block@22bet.com uu write.
I wrote this email yesterday, but I don't have high hopes.
lg
Edited by a Casino Guru admin
Automatic translation:
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11 months ago
Dear Phipps,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
It's important to note that not all casinos have the capability to establish deposit or loss limits. In cases where this option is unavailable and players are informed accordingly, they are encouraged to request a self-exclusion instead.
- Have you informed the casino about your 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 22bet 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 block@22bet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments.
Thank you in advance.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Translation
Thanks for the quick processing.
My account is now blocked, but I still think it's negligent to take more money from someone who is obviously addicted to gambling when he's already asking for a limit.
I lose thousands of euros every month. It is clear to every casino that I am addicted to gambling.
I would like to have the amount of around EUR 4,000 paid in refunded.
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11 months ago
Hi Phipps,
Regrettably, if we lack any substantiating evidence that you communicated your gambling issue to the casino, we cannot proceed with this case. Without such documentation, there is no basis for requesting a refund of your losses.
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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11 months ago
Translation
Well, what do you mean by solid evidence? If you gamble away a few thousand euros every month, isn't that solid evidence? Nevertheless, it is crazy how you simply reject and ignore a deposit limit. Then the operators should block the account. Why can I deposit as much money as I want without it being questioned?! Of course I wanted to protect myself from myself. It would be a shame if the case was dismissed.
Automatic translation:
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11 months ago
Hi Phipps,
When you inquired with the casino about implementing a deposit limit, you were promptly informed that such limits are not available. It's important to understand that safety gambling tools, like deposit or loss limits, are not mandatory in every casino. If the casino communicated that implementing these limits is not possible, you should notify them of your intention to block the account. We advised you to submit a self-exclusion request to the casino as a protective measure. Now your account is blocked.
Furthermore, not every individual who experiences losses in a casino is automatically classified as a problem gambler, and it is not within the casino's grounds to block such players automatically.
I'm afraid you are not entitled to a refund.
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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11 months ago
Translation
Well, then casino.guru is also on the side of the exploitative casinos.
What can’t the casinos do? A barrier? Why do we always say that the account will be blocked immediately if the terms and conditions are violated?
It was clear to me from the start that 22bet would not transfer anything back. But the fact that you are still on their side is shameful. If you delete the case, please delete all of my personal data from the first post!
Automatic translation:
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11 months ago
Hi Phipps,
I didn't intend to delete your case. Keeping it visible could assist not only you but also other players in understanding the correct process for self-exclusion. I regret that our assistance didn't meet your expectations, but regrettably, in this particular instance, you are not eligible for a refund.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
