22bet Casino - Player demands refund after reopening a self-excluded account.

Hi I had an account with bet22 in 2019 here is my account number from this account 154135355

I had this account Closed due to my gambling addiction I have the emails where I requested account closure due to my gambling addiction so my account was closed.

So here lies the problem four years later i totally forgot I had an account with this website and registered to open a new account I was able to do so without any intervention from your there site to stop me even though I had informed you about my gambling addiction in 2019 when I got you to close my account 

The new account I was able to open account number is 746527699

Under your terms and conditions it’s states  

""We will do our best to prevent you from creating new accounts and block new ones"

all details where the same upon creating the new account apart from my new email address every other detail was the same address date of birth name and phone number,

I was able to get access the site so I feel you are in breach of the terms and conditions I agreed on when I registered with you company 

I am requesting a full refund of deposits made using the new account which should not have been approved to be opened from a self excluded player

Dear Deanh7635,

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

• Before we 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

yes I asked for my account to be permanently closed and stated the reason as "gambling addiction"

Hi Deanh7635,

I apologize, but I require concrete evidence to substantiate your assertions rather than relying solely on your statement. Kindly provide any relevant communication that demonstrates you communicated your gambling problem when requesting the account closure. You can send the relevant documents to my email address at petronela.k@casino.guru.

Thank you.

Dear Deanh7635,

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.

I have sent the requested information

Thank you very much, Deanh7635, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Thank you

Dear Deanh7635,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear 22bet Casino,

May I kindly ask you to react?

Good afternoon,

We trust this message finds you well, and we sincerely appreciate your engagement and diligence in bringing your concerns to our attention. Your feedback is invaluable to us as we continuously strive to enhance our services.

We would like to draw your attention to important aspects of using our website. The player should be aware that gambling can lead to loss of money and the company is not liable for any financial loss arising from its use.

When registering an account and using our website, the player must ensure that his actions are legal and in accordance with our rules and regulations. He is also solely responsible for complying with the casino rules.

In this case, the player has violated the rules by creating a re-registered account, and in accordance with our rules, the company may take appropriate action, including canceling bonuses, bets, and winnings, as well as blocking accounts.

Please note that refunds will not be processed. Please be reminded that by registering an account, the player has agreed to our Terms and Conditions.

We act in strict accordance with our Terms and Conditions, which are available for review at the link: https://22bet.com/information/rules.

I closed my account at your casino over four years ago and had forgotten I even registered with your casino I self excluded for gambling addiction

as a gambling addict I register with new casino a lot so I can’t remember them all but any I have self excluded from seem to catch if I try open an account because there internal presses work unlike yours

This is from your terms and conditions

"We will do our best to prevent you from creating new accounts and block new ones. Your account will be automatically unblocked after the selected time period ends. To have this option enabled, please contact us via block@22bet.com."

as stated you did not have any intervention in preventing me from opening an account I did not intentionally open this account knowing I had previously created one in the past your responsible gaming internal process should have flagged my details as a self excluded player

Regrettably, we've identified a breach of regulations in your account, involving re-registration and the use of an alternate email address without undergoing verification. We're sorry for any inconvenience caused by this situation, but all users must adhere to our platform's rules.

Dear 22bet Casino team,

thank you for your cooperation. In the registration form, the player is required to provide their full name, date of birth, and country. Can you confirm if the player has provided this information accurately?

Dear Jozef,

Indeed, the player provided a new email address, and a phone number was not listed in the first account, only in the second one. However, it's worth noting that the name and date of birth remain the same. Nonetheless, as you may understand, user names can coincide. This underscores the importance of the verification procedure, which, as of yet, has not been completed.

as I stated when I first contacted you that the only thing that was different was my email address and I provided the reason for the new email address as the old one was connected to work which I am no longer employed with and as for the verification process you where happy enough to let me deposit nearly 1000e without asking me to verify my account also my account was closed as soon as I raised my concern about having already been self excluded from your site so I couldn’t verify my account as it’s now closed and I was never asked to verify it but was allowed deposit with no intervention

as said in your reply all my details were the same

my name spelled the same as first account

my address spell the same as first account

my date of birth exactly the same as first account

your system should pick up on these details for self excluded players to reduce the risk for players who have a gambling addiction when the systems put in place fail it’s the players "me" who falls victim to the casinos

Hello!

We regret the situation, but we would like to draw your attention to the fact that our rules clearly state the following: "During the self-exclusion period, you must not attempt to open a new Account and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or using a new Account with the Service under a different name or address."

When you registered your account, you agreed to these rules and we expect you to follow them.

"using a new Account with the Service under a different name or address."

I didn’t use a different name and address to register a new account people change or create new email address all the time this should not be the only thing to identify previously registered accounts id understand if I used a different name or altered it or a different address but the only change in details is email address every thing else is the same

it also states in your t&c

"We will do our best to prevent you from creating new accounts and block new ones. Your account will be automatically unblocked after the selected time period ends. To have this option enabled, please contact us via block@22bet.com."

I believe you done nothing to restrict me from opening a new account as I was able to are you denying this

Dear Deanh7635,

We would like to draw your attention to the fact that when you created this account you used a different email address from the previous one. According to the terms and conditions of use of our service, you have assumed an obligation not to create new accounts. Please keep in mind that name matches are possible in the system, and it is to prevent misunderstandings that the verification process is provided, which in this case was not passed.

We hope for your understanding and awareness of your responsibility to comply with the rules, violation of which may result in negative consequences, including loss of funds. Please be careful and act following the rules and regulations.

Thank you for your attention.

Dear 22bet Casino,

I understand your point, which would be relevant in a different type of situation, such as just creating multiple accounts. However, in terms of responsible gambling, when a player is blocked due to gambling addiction and cannot control their gambling, there should be at least partial protection against further registrations. While email or phone numbers can change, names and birthdates do not. It would be relevant to require a new registration matching someone's full name and birthdate to undergo KYC verification, as it would be suspicious in that scenario. This measure would help prevent such issues and potentially assist in other cases as well. Currently, there is no protection in place; someone who self-excludes due to a gambling problem could return after 1 or 2 years, use a different email, keep other information the same, and be allowed to play and lose.

I believe your for problem gamblers should be enhanced, and the player should receive a refund or a suitable compromise. Is there a chance you could reconsider your position?

Hello!

Of course, we strive to protect players with gambling addiction. That's exactly why there is a verification procedure. Thank you for your dedication and everything, we will continue to improve our system and everything.

Thank you for your attention and support!

i did not receive any refund

Or have not been contacted by 22bet regarding this issue I would like to get a full refund of deposits maid from the account set up in 2024 I was never prompted to verify my account even though I deposited nearly 1000e your site only asks for account verification when a withdrawal is requested

Dear 22bet Casino team,

thank you for your cooperation. Have we correctly understood that you are planning to issue the refund, or is there a misunderstanding of some sort?

Hello!

We sincerely regret the situation. However, according to our game rules, there are no refunds in this case. We strictly adhere to the rules and policies to ensure a fair and equal gaming environment for all our members.

We recognize that this may cause player frustration, but it is important to stress that the rules have been clearly stated in our terms of use, which every player agrees to when registering on our site. In this situation, the player was playing and did not request a withdrawal, so verification was not done. When the withdrawal request was submitted, we immediately requested the data and discovered the breach.

We are always available to help and answer any questions players may have. Feel free to contact us if necessary.

"In this situation, the player was playing and did not request a withdrawal, so verification was not done. When the withdrawal request was submitted, we immediately requested the data and discovered the breach."

I actually never requested a withdrawal so this is a false statement I brought it to your attention that i had previously closed my account for gambling addiction this is why the new account was closed

Please get the facts right before posting your reply as this is a serious matter regarding breach of terms and conditions by your casino

Dear Deanh7635,

this is quite unfortunate. Based on all the information, I think you should receive a refund or some form of compensation. The handling of this situation could have been better, as there is currently inadequate protection for problem gamblers in the casino. Players can self-exclude for gambling issues, only to later return with a different email address and lose a fortune.

I am very sorry, but I am forced to close this case as "unresolved'. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru