22bet Casino - Player’s attempts to self-exclude were overlooked.

salve ho chiesto tante volte di essere autoesclusa (sia per chat che per email),come gia fatto per tutti gli altri siti ma loro non mi hanno dato retta..io non ho avuto la forza e ho giocato piu di 150 dollari...loro hanno una sezione del sito di gioco responsabile ma non l ha rispettano.sarebbe giusto avere un rimborso.

Dear misuper505,

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

Please allow me a few questions so I better understand the situation. Could you advise if you requested your account to be blocked on any other occasion other than on January 18th? Have you specified a time period for your block? Is your account still open?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

si ho chiesto in chat sia di chiudere l account ,poi di fare autoesclusione 30 giorni.loro mi hanno sempre risposto che bastava chenon giocassi per TRE MESI e si sarebbe chiuso da solo.roba da pazzi.e le richieste sono prima dell email.si è aperto comunque .ho giocato fino a ieri...poi stavo chiedendo un prelievo e mi hanno negato quello con carta (metodo di utilizzo per il deposito) mettondo solo sepa a 50 ..la chat non rispondeva e in preda al nervoso ho giocato tutto e depositato fino a che la carta era vuota.

qualche novità?grazie

Dear misuper505,

Would you be able to forward me the replies from the casino and your original request to self-exclude your account? Please forward the evidence to my email at tomas@casino.guru

Also, If your account is still open I would suggest asking for self-exclusion again by following this template:

The email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings 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 (permanently).

The reason for my decision is xxx (gambling problem)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the 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 tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

ho inviato tutto per email.il conto è aperto

è stato bloccato finalmente

Thank you for the update, I am glad the casino finally blocked your account. Did you request a refund on your deposits from the casino, due to your previous requests for self-exclusion not being processed?

no non so come procedere

misuper505,

I would advise contacting the casino via casino support. Please let me know how they responded.

ho fatto la richiesta per il rimborso,ma so gia che finirà male

Dear misuper505,

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. 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 genuinely apologize for any inconvenience caused. Unfortunately, the user did not initially disclose their addiction. However, as soon as this information was provided, our support team responded by taking measures, including the suspension of the account.

We adhere to a strict policy of promoting responsible gaming and make every effort to assist our players in such situations. If the user has any questions or requires additional support, please do not hesitate to reach out.

Dear casino representative,

Could you please provide me with information about when the account was finally closed?

Thank you.

Hello, we are pleased to inform you that the player's account was blocked on 05.02.2023.

Dear misuper505,

I'm sorry, but in this instance, the casino acted appropriately. They promptly closed your account after you informed them of your gambling problem. I must note that some jurisdictions are more proactive and would close an account in a situation like yours based on your behavior. However, it's crucial for players to clearly inform the casino about their problem.

While I may disagree with the casino's account closure policy, in this case, we are in agreement with the casino.

Dear misuper505,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.