22bet Casino - Player's self-exclusion request has been ignored.

At casino bet 22 on 06/06/2022 I asked for my self-exclusion via email since they do not have the automatic option. They did not answer me until 06/09/2022. In this period I have lost a lot of money and, according to the law, if the right to responsible gambling is breached, they must take care of the financial problems. I have contacted through the live chat and the treatment has been reprehensible and offensive. I do not recommend it at all, I still await explanations and answers. It's a pitiful casino.

Dear uripiquenbauer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

"If you know from the start that you are going to have certain gambling issues or you are just afraid that you are already not able to find a middle ground between how much you want to play and how much you actually can, then you may want to choose to exclude yourself from gambling at our website. You can activate this preventive measure by contacting our friendly Support Service by Live Chat. In case you are concerned about someone close and dear to you, who can lose control over themselves while gambling, please contact our friendly Support Service and we will try to sort everything out. It works 24/7/365 and can be reached via Live Chat."

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

Thank you in advance for your reply.

Best regards,

Kristina

Dear uripiquenbauer,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.