22bet Casino - The player's requesting a refund.

Boa noite,

Aqui estou para apresentar uma reclamação em relação ao site de apostas bet 22.

Tive uma conta que solicitei, via CHAT, que fosse bloqueada por ter problemas com o jogo. Bloquearam na hora. Acontece que alguns tempos depois o casino permitiu que voltasse a abrir nova conta, com os mesmos dados.

Preciso da vossa ajuda porque esta casa não protege os jogadores, e tendo eu um problema com o jogo gastei muito dinheiro que exijo que a casa bet 22 me devolva.

encerram minha conta quando eu disse que queria apresentar reclamação e que pretendia a devolução de todo o dinheiro gasto no casino.

podem ajudar me pf? No CHAT deixaram de me responder e não me dizem o que fazer.

pretendo que me devolvam todos os valores dos carregamentos.

obrigada desde já pela vossa ajuda.

Hello MariaLuz,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 22bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you closed your first account or self excluded yourself? What is your current balance on your second casino account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Olá,

eu pedi autoexclusao pois não estava a conseguir controlar os meus depósitos.

o meu saldo atual era de 0€. E falei com eles ontem, que informaram que iriam encerrar a minha nova conta porque tinha pedido a auto exclusão da minha anterior conta. Primeiro deixam criar nova conta, ganham com todos os meus depósitos e depois fecham a conta.

preciso da vossa ajuda para reaver todos os meus depósitos, eles não garantiram a segurança do jogador.

obrigada

Dear MariaLuz,

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. 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 would like to inform you that the player acknowledges the inherent risk of financial loss associated with engaging in gambling activities on our website. The company does not assume responsibility for any potential financial damages resulting from the use of the website.

Upon opening an account and/or utilizing our website, the player is obligated to ensure that their actions are in compliance with our rules and regulations and are in accordance with the law. The player bears sole responsibility for adhering to the casino's rules.

In this case, the player violated our rules by creating a duplicate account, and the company reserves the right to take appropriate measures, including the cancellation of bonuses, bets, winnings, and the suspension of accounts.

We would like to draw your attention to the fact that requests for the return of played funds will not be processed. We would like to remind you that the player agreed to our Terms and Conditions when registering their account.

We operate in strict accordance with the rules and conditions, which can be reviewed here: https://22bet.com/information/rules

If you have any further questions or concerns, please do not hesitate to contact our customer support team for assistance.

Thank you for your understanding and cooperation.

Dear 22bet casino representative,

The player has mentioned that she closed her account due to a gambling problem and later used the same information to create another account.

Could you please clarify whether the player used genuine personal data or provided fake information when creating the second account?

Hello! 

We noticed that the player used different information to create fake accounts, only the name and date of birth were the same. 

Boa tarde,

o número de identificação também era o mesmo. Apenas o e-mail era diferente.

Não utilizei qualquer dados falsos. Todos os dados eram iguais aos da conta que solicitei que cancelassem devido ao problema em questão. Apenas o e-mail era diferente.

casino guru ajudem a reaver os meus depósitos pf

Dear 22bet casino,

Could you please provide clear information on which data was falsified? Additionally, I would like to mention that it is not considered fraudulent for one person to use multiple email addresses, as long as all the emails belong to that individual.

Thank you.

Hi. We strictly enforce our platform's security rules and policies.

We would like to clarify a little bit. If a player's mail and phone are activated, they cannot be specified on another account.

As for the rest of the data, they can be the same for people.

Regarding payments: If a document number or a wallet matches, it will be noticed and restrictions will be applied. However, in the case of cards, the support only sees the mask (the first 6 and the last 4 digits of the card - to ensure the safety of the player), and they can't be sure from the mask that it is the addict's account. The mask is 10 digits. There are 16-18 on the card. Therefore, it is incorrect to ban by mask, because it may affect other players who have nothing to do because the number of variants with invisible for the platform 6-8 digits is huge. 

When a player is recognized as a duplicate by the manner of play or verification, he is banned. The player must follow the rules of the casino, where he is responsible for not having the right to create duplicates.

Dear Casino representative,

The content you are writing contradicts the responsible gambling section in the terms of 22bet casino. I would like to draw your attention to this particular section:

We will do our best to prevent you from creating new accounts and block new ones. Your account will be automatically unblocked after the selected time period ends. To have this option enabled, please contact us via block@22bet.com. During the self-exclusion period, you must not attempt to open a new Account and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or using a new Account with the Service under a different name or address.

I would like to mention that players who admit to gambling addiction suffer from an urge to gamble, and it is obvious that they will try to gamble somehow. They try to unblock their account or create a new account if the old one is blocked. I also do not understand how your system should work when the casino is protecting players based on email and phone number. One person can have multiple emails or phone numbers.

On the other hand, during registration, you ask players to provide their email, name, surname, and date of birth. 

A full name with date of birth is a unique identifier based on which many other self-exclusion schemes are working, togather with physical address.

All this information is available to fill in the profile. 

I believe that 22bet casino's responsible gambling policy, especially the protection of gambling addicted players, is set wrongly, and these players were harmed by the casino.

Dear MariaLuz,

I would recommend you to contact the regulator with this case. If you would like, there is an organization in Curacao fighting against injustice in gambling (lawyers) which takes similar cases to court for free. I can give you a contact if you are interested.

Sim, como posso fazer? Obrigada pela ajuda casino guru.

Hello Mmll.

Apologies for the delay in my response.

Kindly send an email to Curacao Antillephone N.V. at: complaints@gaminglicences.com

Ensure to include the following details:

1) Personal Information:

- Full name (first name, last name, and middle name if applicable)

- Country of residence

- Age

2) Complaint Body:

- Name of the casino (mentioning its license number would be beneficial)

- Your login (username) and email used for an online casino account

- A detailed description of the issue encountered, including the disputed sum of money

3) Attach relevant files to the email (screenshot images or email correspondence) that demonstrate your attempt to resolve the matter with the casino, along with a link to this complaint.

Please note that the complaint should be formal and written in English.

Once you have sent the complaint to the regulator, please inform me and we will close this case with the status: waiting for the regulator's decision. When the regulator makes a decision, please reopen the case.

If you need assistance with preparing the complaint, feel free to contact me at matej@casino.guru and I will be happy to help.

Dear Mmll,

We are extending the timer by 7 days.

preciso de ajuda a escrever a reclamação caro Matej.

I emailed you. Please send me the final version before sending it to the regulator.

Obrigado Matej.

Dear Mmll,

Can you please confirm if you have contacted the casino's regulator?

sim Matej. Entrei em contato mas não tive resposta ainda.

Dear Mmll,

Thank you for the confirmation. Unfortunately, it may take up to 3 months for the regulator to make a decision. I will now close this complaint as unresolved with the status: waiting for regulator's decision.

Please reopen the complaint when the regulator sends you the final decision, or the complaint will be automatically reopened after three months.

Dear Mmll,
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.

Olá. Ainda não obtive resposta nenhuma da autoridade de licenciamento.

Dear casino representative,

Could you please confirm if the licensing authority has contacted you regarding this case?

Hi. Unfortunately, we have no information on this case.

Unfortunately, we still believe that the responsible gambling policy, especially self-exclusion, has been mismanaged by 22bet. Therefore, we must close this case as unresolved. Please reopen the case if the regulator responds.