Home Complaints 22bet Casino - Player’s attempt to close their account has been overlooked.

Amount: €4,300

22bet Casino - Player’s attempt to close their account has been overlooked.

22bet Casino
2.5/10 Very Bad reputation
Submitted: 12 Jan 2021 | Unresolved : 01 Feb 2021
Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

137 days ago - 01 Feb 2021

The player from Germany has requested an account closure. Unfortunately, the inquiry was ignored. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.

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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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Dear kenzoela,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent request for the account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked terms and conditions on the website, and this is what I found https://22bet.com/information/rules/:


„22bet customers are informed about the odds of winning and of the potential consequences and risks of losing.

You can request your full bet history. Your withdrawals and deposits can be accessed through the "My Account" section.

Our customers have a self-excluding option.

Please write to customer support for help and also use the Self-restriction option if necessary.

We provide assistance to players with potential gambling problems which is readily available, systematically provided and logged. We monitor all requests.

22bet offers a self-restricting option which allows you to close your account for a certain period of time: a week, a month, 6 months, a year. Your account will be blocked only after the specific period of time has been clarified in your message.

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 Customer 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."

 

Is this block@22bet.com the email address that you have sent your email to?

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

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Hello Petronela

I sent everything to you by email.

Thanks again

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Thank you, kenzoela, for your email. Could you please forward your cashier history too?

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Hello Petronela

I just sent it by email.

LG

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Thank you very much, kenzoela, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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thanks

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Hi Kenzoela,

I looked at your case and emails and understand the situation. You asked the casino to close/delete your account and the casino replied that this was not possible and you were even offered a bonus. This doesn't make an impression of fair gaming. I will contact the casino and see if I can help. I would like to invite 22bet Casino to the conversation to participate in the resolution of this complaint.

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Many Thanks

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We would like to ask 22bet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

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I do not assume that they will not answer but thanks for the effort

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I mean, of course, STILL ANSWERS!

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Hi Kenzoela,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help. 

Best regards,

Peter