The player from Germany has been trying to close his account. Unfortunately, the player didn't mention the gambling problem as a reason for account closure. He was advised on what such a request should look like and rejected the complaint.
22bet Casino - Player’s attempts to close his account have been overlooked.
Amount: €2,000
22bet Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.6
22bet Casino has a Safety Index of 7.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
Public
Public
2 years ago
Translation
Ladies and Gentlemen
I asked 22bet Casino to block my account. However, they refused. So I lost even more money.
Unfortunately, I can't say exactly how much it was. I had requested the transaction list via email. However no reply received.
Automatic translation:
Public
Public
2 years ago
Dear eurogalaxy85,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problems).
Is there any other account closure request that you could forward me? If yes, please send it to kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hello, nice good day! Maybe take a look at all the given items again! Thanks very much!
Automatic translation:
Public
Public
2 years ago
Translation
Please examine all attachments carefully and defend me accordingly!
Automatic translation:
Public
Public
2 years ago
Translation
Dear Kristina,
Please reply to my current case!
I proved to you that the casino "22bet" claimed that they could not close. It also claimed not to be able to delete. In an email I just sent you, I marked the most important point for you. THE CASINO REFUSED TO DELETE AND/OR BLOCK!
Please request the transaction list so that we know how high the damage is and the amount to be reimbursed!
Warm greetings
Mostafa R***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, eurogalaxy85. 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 xxx xxx,
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 (gabling addiction)
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."
I am sorry, but we do not consider the message you sent to be a proper self-exclusion request. We cannot penalize the casino for leaving your account opened after sending a message like this, nor ask the casino for a deposit refund.
Please, let me know if there is anything else we could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
Public
Public
2 years ago
Translation
The casino gets the e-mail address of the sender. This allows the casino to see all of the customer's data.
Of course, you are not legally obliged to give a reason. Which is also logical.
Would it be possible to give a reason that would not be applicable???
In addition, 22.bet has clearly informed me that I can neither block nor delete the account! I have also attached this to the complaint and that a casino really refuses demonstrably and says that I cannot close or delete it is illegal and you say that you cannot punish the casino for this or ask them to refund the lost amount ?
I'm sorry but I have to assume that you don't look closely at my mails and documents or just skim them.
They also closed another complaint of mine, even though I sent them what they requested to their mail kristina.s@casino.guru!
I must ask that someone second take the case!
Warm greetings
Mostafa
Edited
Automatic translation:
Public
Public
2 years ago
eurogalaxy85, please understand that this is our collective decision. Unless you clearly stated a gambling problem as a reason for the account closure, I am afraid that there is nothing we can do. The same applies to your other complaint we rejected. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
