The player from Greece had lodged a complaint about an online casino, primarily about the casino's Return to Player (RTP) rate. He claimed not to have won anything and believed the RTP rates were manipulated. He also reported that the casino was operating illegally in his country, with multiple links blocked by authorities. The player also claimed that despite multiple requests to close his account due to heavy losses, the casino had not complied. He had requested a refund of his deposits, amounting to €9,346.8, made since his first closure request. The casino, however, maintained that they could not influence RTP rates and that they had not received any closure requests from the player. The complaint remained unresolved as the casino had a history of non-response to complaints, and the player was awaiting a decision from the local regulator.
22bet Casino - The player's complaining about the casino's RTP.
Amount: €5,000
22bet Casino
Safety Index:Below averageWaiting for decision of regulator
UNRESOLVED
Case summary
Good evening, since last summer I have made deposits in this particular casino of more than 5,000 euros .... I have made deposits at once 1400... euros etc ... From the beginning it seemed strange to me as an application the fact that I could be playing thousands euros in a Slot and didn't even make a return.. conversation with their Live chat after so many deposits to give me even a simple bonus which of course they refused .. I tell them I have deposited so much money.. I have turned over from 15,000 euros and I haven't received a single bonus from you... I've sent a message for months asking them to close my account due to addiction but they don't do it .. they haven't replied to my email yet... I've sent to their Live chat to close my account but they don't .. it says I have to wait 3 months before it closes .. I have to be unemployed for 3 months ... I also read that in my country it is illegal as a company ... well we are talking about an illegal license in the country my, illegal protection pai yesterday according to the responsible gaming law and tampered RTP for sure.. In Slots.... I want to ask for my deposit money all back... and the last euro
Dear an1mep3dia,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing as I have explained to you a while ago in your previously submitted complaint (here). Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Nick
Good morning, initially it seems that the rtp are probably messed up because for example in the book of dead the scatter has changed a long time .. In his company until recently they still had the book ... as a scatter .. Also as I said it is a casino that works illegal in my country, with thousands of links blocked by the authorities, but they continue to exist because they change a letter in their URL.. Also, as I said, I put a lot of pressure months ago in their Live chat to close my account, they refused unequivocally .. After a lot of pressure they referred me to an email and told me to send a mail explaining the reasons I want to close the account (this was done months ago) .... No one has ever responded so far. .. The only thing that happened is that after the Email I saw a freebet in my account (2 euros) after 5 thousand euro deposits and 15-20 thousand turnovers... It works illegally, without a license, with illegal use of the law over protection player.. .These are the reasons I want my deposit money back.... I'm not crazy to say.. ah I deposit .. I lose it I want it back... I know what gambling means .. But I enjoy the game knowing that all they are judged by chance ... When I make deposits to thieves.. I get robbed - I don't gamble
Dear an1mep3dia,
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. My only recommendation would be to try to contact the casino directly. However, please bear in mind that they are not obliged to keep this kind of information. 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 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!
At our casino the games are provided by official game providers. They control the return percentage (RTP). They are standard for all players, we cannot influence RTP or outcomes - they are random. Sometimes there are setbacks, this is normal in gambling.
We don't see on our mail any requests from the player to close the account. Moreover, the player does not respond to our messages about blocking and does not talk about his addiction.
Dear an1mep3dia,
The casino representative has informed me that the casino is unable to change the RTP (Return to Player) of the games. Only the game provider has the authority to do so.
In regards to your request to close your account, I am aware of previous complaints where the support team advised players to wait for a period of three months, after which the account would be automatically closed. While this may not be an ideal solution, it is important to note that if you inform the casino about your gambling addiction, they should prioritize the closure of such accounts as soon as possible. Have you informed the casino about your gambling problems?
Regarding the legality of casino operations in your country, according to our fair gambling codex, if the casino treats you as a player from an allowed country, you should benefit rather than be disadvantaged. If you believe the casino is operating illegally, you have the option to report them to your local authorities, which may result in fines for the casino. However, it will not affect the fairness between you and the casino in any way.
Dear Casino representative,
Based on the email, it is evident that the player requested the closure of their account on 24.10.2022.
I would like to understand why the player is still able to log in at this time. Shouldn't their account have been blocked after 3 months of inactivity?
Hello!
Thank you for your message. We are carefully reviewing your request and clarifying the information on this situation. Please wait, we will try to provide you with a response as soon as possible.
Hello,
We have conducted a thorough investigation into this matter. In this particular case, the player did not provide information about his gambling addiction, so the account was not suspended. It's important to mention that we retain the discretion to classify an account as "inactive" and consider potential suspension after a period of 3 months of player inactivity; however, this action is not obligatory.
If you have any further questions or require additional information, please do not hesitate to contact us. We are always available to assist.
I'm laughing at the Casino's response, it's unbelievable how unprofessional they are and how much it seems that all they want is to steal .. once in the first response they say they have sent messages and I don't answer and I have never mentioned about closing the account .. AND as soon as I send them that I have indeed sent a request .. they say that it is not necessary to close the account after 3 months and that I do not mention anywhere ΄΄΄΄΄''addiction''... How funny, my god. ..
Dear Casino representative,
Are you saying that the casino has the power to refuse a player's request to close their account? This doesn't seem entirely fair to me.
I sent a Complaint Email with screenshots to the Couracao gaming committee with all the necessary details
This casino is completely illegal and does not comply with any of the conditions of legality, please casinoguru help me get the money from my deposits back ... I went and made deposits to thieves with tampered rtp that cost me thousands and I was broke every day they returned nothing back .. and after 5 thousand euros lost money they gave 10 free spins at 0.10 bet !! while they didn't close my account no matter how many times I asked .. instead they told me about bonuses, I made deposits .. I lost them (classic) again I made a request for closure in their live chat and nothing .. they told me to wait 3 months . EVEN NOW I CAN GO NORMALLY 
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I am willing to close the complaint as resolved if the company starts treating me more correctly and gives me a Significant Amount (for the money I have deposited which is a lot and I have lost in an incredibly tragic time) as a bonus, if the company gives me the account a CLEAR large bonus which will not have a turnover or if it is small and the terms are clear.
Hello!
We sincerely regret that you have encountered such a situation.
Please contact our support team by submitting a request to block your account and stating your gaming addiction problem. Our specialists will respond to you as soon as possible and take the necessary steps to resolve the situation.
We appreciate your feedback and do everything we can to support our players in adhering to safe and responsible gaming practices. Your health and well-being is always our priority.
Dear an1mep3dia,
If you have already submitted your complaint to the regulator, I suggest waiting for their response. After reviewing your email, we believe that the casino should refund the deposits made from 24.10.2022. However, it is best to wait for the decision from the regulator.
Dear an1mep3dia,
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 haven't heard back from the regulator yet even though I've been sending for about 2 weeks, also if you ask for the record of our chats from the casino live chat, the first request to permanently close my account was a long time ago...also the the first official request to close my account was made a long time ago by filling out a form that the casino had for a request to the manager to close my account during all this time I made deposits, I think that not all deposits should be returned to me but I have the deposits returned from my first request for closure ie from 17/07/22 and then fair enough, thank you if the casino wants I can send my details to return the deposits from 17/07/22 and then thank you very
the deposits from 07/17/22 when I received a negative response from the casino that they cannot close me and out of my nerves I made large deposits... the amount I am asking to be refunded is not the WHOLE amount (from i.e. beginning when I used the casino) the amount I am asking to be refunded is the amount of: 9,346.8 euros according to my casino deposit file!!! I do not claim the entire amount of the deposits before 7/17/22, I only claim the money from my first request for closure and the casino's refusal to do so, i.e. as I wrote: 9,346.8 euros
the requests I have made to close the account from 17/7/22 onwards are a total of 12 ... 10 in their live chat because I spoke abruptly, as botakia says They have for support (if I continue they will be forced to block my possibility in order to be able to talk on livechat They said) a request to the administrator on the same exact day between 17/7/22 then I had made 2 requests to close the account and one the email I sent you without having received an answer ever
The difficulty I've been through in my life is from that famous one, do you want to call it "madness"? Do you want "addiction"? say it what you want but the so many big deposits I made I fought it .. I REQUESTED TO CLOSE IT AND THEY DID NOT DO IT .. I fought it ... I am ruined if the casino has a little humanity in it this amount is nothing for a big casino ... I would like it to be sent back to me .. to be returned to me so that I can start living again .. and leave all this behind me ... I am also asking for it as a demand back because I DID ask for it to be closed and as .. humanity ... it's not that I lost them and I'm saying ah I lost them bring them back ... since I made a request damn it to close because he didn't listen to me and brought me to such a point of wasting so much money ... since then I'm struggling to live .. I want this money back so that I can hope again and live .. I don't care about the money before 7/17/22 because I didn't make any request for closing .. I care about this amount, but the 9,346, 8 because if they had taken this money from me, I would have it now 🙁
Dear an1mep3dia,
Unfortunately, these days it may take up to three months for regulators to respond. So please be patient. I will now close this case with the status "waiting for regulator's decision."
Once the regulator makes a final decision, please reopen the case, and we will close it accordingly. Alternatively, the case will be automatically reopened after three months from now.
Dear an1mep3dia,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.
Dear Casino representative,
Do you have any updates regarding this case? Has the regulator contacted the casino?
Hello Matej! As of now, we haven't received any information regarding this matter. Thank you for your cooperation.
Unfortunately, we have not received any response from An1mep3dia, and the casino has not been contacted by the regulator. In this scenario, I will close the case again with the status: waiting for the regulator's decision.
I hope that one of the parties will reopen the case once the regulator makes a decision.
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