22bet Casino - Player seeks damages after failed self-exclusion.

Good morning, some time ago I requested self-exclusion from the site and threatened suicide multiple times. No one listened to me for months until I succeeded. During those months, I lost a lot of money and ruined myself. Now I am asking for damages, which I quantify to be at least 10,000 euros.

Thank you

Dear Filippo00000,

Thank you for submitting your complaint, and I’m sorry to hear about the difficulties you’ve encountered with 22bet Casino. Before we proceed, I would like to ask you a few additional questions to better understand the situation.

• When did you first request self-exclusion?
• Did the casino ever respond to your request?
• Additionally, would you be able to forward the self-exclusion requests you sent to the casino to nikolas.b@casino.guru for further review?

I look forward to your response.

Kind regards,

Nick

HI,

I sent you the email.

Thank you

Dear Filippo00000,

Unfortunately, in none of the email communication did you mention having any issues with gambling or addiction. Even when the casino asked you directly, there is no visible response addressing this.

Could you please confirm when exactly your account was closed? Please note that no refund is available unless gambling issues were explicitly mentioned beforehand.

I look forward to your response.

Kind regards,

Nick

Forgive me, in the emails I mention suicide and the provider, under my threat to go to Curacao, refunded me the bets, about 8000 euros. Do you think this is the behavior of someone who thinks they are not in the wrong? I am starting to think that it is you who do not want to help.

I sent you another email, let's see if you ignore this one too

Dear Filippo00000,

The key point was to mention gambling addiction, which you did address in the emails provided. While threatening suicide can sometimes be a sign of deeper issues, it is not always indicative of addiction—some players may unfortunately use such statements in hopes of receiving special treatment from the casino.

Since you mentioned addiction in your last email, I will be forwarding your complaint to my colleague Michal (michal.v@casino.guru), who will be taking over and assisting you from here.

I wish you the best of luck in resolving this matter.

Best regards,

Nick

Hello filippo00000,

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

Hello!

We would like to clarify this case. The player's account was closed due to gambling addiction. On the 8th of July 2024, more than 8,000 euros were returned to him. On our side, all obligations have been fulfilled.

Good morning,

as you can see the account was closed 4 months after my request. I am claiming damages.

Thank you

Hello filippo00000,

Your comments have been carefully reviewed, and we have considered all the facts presented during the proceedings. We have also already compensated you in full.

Sorry, that's not the case, now everyone here knows that:

1 for 4 months you ignored my request for self-exclusion

2 for 4 months you ignored my request for help because I am a compulsive gambler

3 for 4 months you ignored my suicide threats.

There are 2 options:

1 will you compensate me for the damages as per my request which I quantify at 10,000 euros, yes, it is your fault that I have ruined my life

2 do not refund me and all players will know that you are scammers who have not respected the principle of safe gaming and that this site agrees with you. In this case I will report to the authorities to investigate.

Thank you

Hello!

We would like to provide an official explanation regarding the situation with the player who mentioned potential suicide in an email to the VIP manager. The player did indeed make such a statement, which, unfortunately, was not addressed on time. This was our mistake. We acknowledge that we should have taken immediate action and closed the player’s account due to signs of gambling addiction.

After the player’s subsequent contact, we thoroughly reviewed the request, identified the staff mistake, and took all necessary steps to rectify the situation. We apologized to the player and refunded all losses incurred since the moment of their first mention of suicide, thereby fully compensating them for their losses during that period.

However, the player is now demanding an additional compensation of €10,000, despite having already received a full refund of all losses. Our company has taken all appropriate measures, fully addressed the player’s concerns, and resolved the issue. Therefore, further compensation is not justified.

After the admission of guilt, I ask that a pro bono pacis compensation be agreed. Otherwise I ask that Curacao be involved in this report, in order to submit the matter. I think that what you see above is very serious and Curacao must make decisions regarding the license of these gentlemen. I also asked via email (I have proof) to remove my name from all casinos with a Curacao license, I was assured but never done. I now ask that my rights be respected, otherwise I will publish everything on trustpilot and on all social media against the casino and against you who do not protect me.

Thank you

Dear 22bet Casino,

Do I understand correctly that you have refunded the player all of their deposits (in the amount of 8000 euros) that they made since their first mention of suicide?