22bet Casino - Player is requesting a deposit refund.

Hello

I'm here to ask for my deposit of 1700EUR to be refunded. This is the second account I opened in my name, the first one has the email j*****1@gmail.com and the same phone number +35**** and account ID: ****5

As a gambling addict I was not protected to create a new account and I was allowed to create another one and now I find myself in the same addiction cycle.

I request a refund of my deposit here, even after being accused by our customer service team of fraud and crime.

Also, one of you from concept gaming provider casino slots stole 300USD on a bet I didn't make. I wanted to place a bet of 100USD but the machine automatically made a bet of 300USD and would not allow me to cancel the bet and I lost the money without even knowing or wanting to play.

I really want to receive a positive response to my request, otherwise with the psychological trauma that all this has caused.

Dear jacklavais123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 22bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if your first account is currently self-excluded due to gambling problems?

Could you please explain if you filled your profile information in both accounts with the same personal information? Could you please explain when the casino contacted you and what were the accusations against you?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, if I filled in the personal information except the email because the previous one was associated with the account that was self-excluded. In my first account I made it clear that I wanted to remain self-excluded due to gambling addiction. After confirmation of self-exclusion by the 22bet team, I continued to receive promotional emails from the casino and of course, it fueled my gambling addiction.

When trying to make a complaint to the casino's online customer service, it was exposed by the support team that having several active accounts at the casino was considered a fraud and a crime, which is not true since having my previous account deleted I had not multiple accounts. Furthermore, it is unwilling to be accused of such a thing when the player wants help.

Dear jacklavais123,

Could you please send me your original self-exclusion request and the reply from the casino regarding your refund request?

My email is tomas@casino.guru

Sent. I also want to point out that the casino, even after learning about my problem and self-exclusion, continues to send promotional emails and encourage continued play.

Thanks for your emails.

I can see you mentioned your issues to casino support on 30/06/2022. Has the casino closed your account afterward?

Which method did you use in order to register your new account and when?

Did you enter the same personal information in your casino profile before you deposited?

I'll await your message.

The casino took some time, but ended up closing the account but they continued to send promotional emails.

My personal information was the same and it was done before deposit minus the email.

I registered manually without using social networks, with a new email.

Dear jacklavais123,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of 22bet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from 22bet Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of 22bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello, we apologise for the long reply.

We inform you that according to our rules, the Player is aware of the fact that gambling on the Website can lead to loss of money. The Company is not liable for any financial loss that may arise from the use of the Website.

When opening an account and/or using our Website, the Player must ensure that his/her actions are legal and based on our rules and regulations. It is his/her own responsibility to follow the casino rules.

The player has violated the rules by creating a re-registered account and the company has the right to take appropriate measures including cancellation of bonuses, bets and winnings and blocking of accounts.

Please note that information regarding the refund of played funds will not be processed in relation to played funds. Please be reminded that by registering an account, the Player has agreed to our Terms and Conditions.

We act in accordance with the Terms and Conditions, which can be found here: https://22bet.com/information/rules.

Dear casino representative,

I recently reviewed your terms and came across the following concern:

It appears that there may have been some confusion regarding the response provided. A jacklavais123 has raised a complaint stating that the casino allows him to create a new account even after he has self-excluded himself due to a gambling problem. Additionally, the user claims that the casino continues to send him promotional materials despite this being strictly against the casino's rules. 

Hello! 

Of course, with the same data, the user will not be able to create an account. But the player could change his email and name.

Please note that according to the rules, the responsibility lies with the player himself. 

The player mentioned that the only difference was the email, which should be detected by your system. It's common for people to change their email from time to time. Can you provide evidence that the name was different?

Hello! You do realize that the name can not be unique) And using completely identical data player would not be able to register. Verification is used to confirm the identity. 

In this case, the user registered under a different e-mail, thereby violating the rules. 

As we have already written above, with reference to our rules, the responsibility in this situation lies with the player. During the whole period of self-exclusion, the user should not attempt to create new accounts. This is clearly stated in our rules, which the player agreed to when registering.

Dear 22bet casino representative,

I am unsure if you are aware, but when a player admits to having a gambling addiction, it signifies that they cannot control themselves and it is the responsibility of the casino to assist these players.

Now, let's examine what is stated in the terms:

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. 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.

I would like to emphasize that while a physical address with a name is unique, an email address is not. I can have countless email addresses, none of which hold any significant information value. Therefore, I believe it goes against the casino's terms, as it is not the email that a player cannot change, but rather the physical address. It would be a grave oversight in responsible gambling policy if all a player had to do to bypass the block was change their email.

We want to emphasize that our casino has been strictly following the established rules and security policies for many years now.

When registering on our platform, each player agrees to the casino's terms of use and rules and is fully responsible for complying with these rules. Breaking the rules cannot be ignored and we take it very seriously.

We thank you for your advice about ensuring safety on our platform, however, we must point out that a player's breach of the rules remains regardless of this issue. If there are no further questions on this case, we suggest closing this issue.

Dear casino representative,

Please kindly explain the situation. Your last response did not provide any clarification; it simply repeated what you had previously written. We have already expressed our position on the matter. It would be helpful if you could provide specific details regarding which rule was breached and how it was violated. If possible, you may use examples with fake data to illustrate the situation clearly.

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

As per the information received from the casino representative, it appears that individuals who self-excluded themselves on 22bet can easily bypass the exclusion by changing their email address. This indicates a failure on 22bet's part to protect vulnerable players. We regret to inform you that we must close this complaint as unresolved with the status of 'failed self-exclusion'.

Dear jacklavais123, kindly contact the regulator regarding this matter. Reach out to me via email (matej@casino.guru) for assistance. Thank you.