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Dear Neustart,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self- Exclusion and Self-Limitation

You may contact our Customer Service team by Live Chat and inform us about your decision to stop gambling on the website for a certain period of time. We will take all measures to block your access to your user account and make sure that you receive no promotional materials.

22BET ensures that self-excluded or involuntarily excluded persons do not receive targeted mailings, telemarketing promotions, player club materials or other promotional materials relative to gaming activities on its website.

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.

Could you please advise if you have informed the casino about your gambling problem? Please forward me the self-exclusion requests that you sent to the casino. My email address is kristina.s@casino.guru. Also, do I understand correctly that you still have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Kristina,

I have informed the casino several times about my gambling problems. I still have access to my casino account. I have just sent you the requested documents by email.

Best regards

Restart

Liebe Kristina,

ich habe das Casino mehrfach über meine Spielprobleme informiert. Ich habe weiterhin Zugriff auf das Casino-Konto. Ich habe dir soeben die gewünschten Dokumente per Mail gesendet.

Beste Grüße

Neustart

Thank you for your reply, Neustart. Please note that, according to the casino's responsible gambling section, you must send the self-exclusion request to block@22bet.com. I received only one email in which you informed the casino about your gambling problem, and it was sent to the incorrect email address (security@22bet.com).

Can you please advise if you've sent any requests to block@22bet.com? If you have, please forward this request to me.

If you haven't, please send another self-exclusion request. When applying for self-exclusion, state clearly the reason why you want your account to be deactivated (gambling addiction) and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Thank you in advance.

Dear Kristina,

I have just sent you the email to with the corresponding response.

I still have access to my account and withdrawals are not possible.

Bet22 justifies this with pending verification... But that's an excuse, since my account has been successfully verified multiple times.

Liebe Kristina,

ich habe dir soeben auch noch die Mail an block@22bet.com mit der dazugehörigen Antwort gesendet.

Ich habe weiterhin Zugriff auf mein Konto und Auszahlungen sind auch nicht möglich.

Bet22 begründet dies mit einer ausstehenden Verifizierung.... Das ist aber eine Ausrede, da mein Konto mehrfach erfolgreich verifiziert wurde.

Has there been any news? Have you already contacted the security team as suggested by the casino? If there is any follow-up communication between you and the casino, please forward it to me.

Dear Neustart,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru