22bet Casino - Player's request to close account is delayed.

Hello,

The casino does not offer the possibility to set deposit limits. I have inquired about this issue with the casino via email. The responses take a very long time. I occasionally deposit a small amount of money into my account. However, I have never won even the smallest amount from there. I have asked them to close my gaming account immediately, mainly because of the lack of deposit limits. They refuse to do this and instead ask me to wait three months for the account to be closed. I do not want to be registered with this casino. The site is strange overall. On other casinos, closing an account is done without any problems, but this one is in a league of its own. I am asking for your help in closing this gaming account.

Hello Pipsa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 problem).

Thank you very much in advance for your reply.

Best regards,

Nick

Hi,

I asked to close the account because they don't have the option to set deposit limits. I think I have the right to ask for the account to be closed permanently. I put a deposit limit in every casino and if they don't have this option, I ask for the game account to be closed. I never ask to open a closed account.

This has not been a problem at any other Casino.

Hello Pipsa,

A simple account closure can be lifted off at any time by simple requesting it. Please try to request for a self-exclusion due gambling addiction otherwise the casino has no real reason to block your account permanently.

Hi,

I have posted twice about it. The answer takes at least 10 days and we are told to wait three months. The last one gave someone else's email address and I sent a message to it. Nothing has been answered from there. It's absolutely pointless for me to ask for anything. It seems that the only option is not to log in to the site. I even cover.

I do not recommend this gaming site to anyone.

Hello Pipsa,

Please forward your requests sent to the casino to nikolas.b@casino.guru.

Hi,

I sent a part of the email now. The first time I have been in contact there about the matter was in March 2021.

T. Pia

Hello Pipsa,

Thank you for the e-mails provided. However, non of them mentioned anything regarding gambling issues or addiction. If you do not mention this, the casino is not obligate to close your account and even if they do, you can reopen it anytime by simply requesting it.

Please try to mention gambling addiction and request for self-exclusion.

Let us know the outcome.

Dear Pipsa,

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 put a message there and I will send you a copy of it. I haven't received any answer!

Answered something diibadaaba as usual but the matter has not progressed. I also put a copy of that in my sp.

Thank you Pipsa for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Pipsa,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 22bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Okay, thank you. I haven't received any response from the casino.

Yes, the casino is 22bet. Not 26bet

Hello Pipsa,

Your account has been permanently blocked due to signs of gambling addiction. We strongly encourage you to be responsible and mindful of your mental and emotional well-being. Gaming should be a source of enjoyment, not a problem. If you have any questions or need further support, our team is always ready to assist and provide necessary resources. We hope you take care of yourself and act responsibly moving forward.

Great, thank you. I always set a deposit limit and if it is not possible, I close the game account. It just took a little longer with this Casino. I don't have a gambling addiction, but you were told to put this as the reason.

Dear Pipsa,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal V from Casino.Guru