I have been trying to resolve my complaints with 20Bet and 22Bet for months, and there is one question nobody seems willing to answer:
What is the point of responsible gambling policies if a casino continues encouraging someone to deposit money after that person has admitted they have a gambling problem and asked for their account to be closed?
That is exactly what I experienced with 20Bet.
I told them I was struggling with gambling. I explained that I wanted to stop. I asked for my account to be closed more than once.
Instead of making sure I could no longer gamble, I kept receiving attention from a VIP manager through WhatsApp, with bonuses and promotional offers.
Every time I tried to put an end to my gambling, it felt like there was another offer waiting to pull me back in.
Another bonus. Another promotion. Another reason to make a deposit.
And I did keep depositing.
This is what I find so disturbing. The casino knew I was having gambling problems. I wasn't hiding it. I was asking them to help me stop.
Why was someone who had openly admitted to gambling addiction still being treated as a VIP customer to encourage further deposits?
Where was the responsible gambling team? Where were the safeguards that casinos constantly advertise? What happened to the duty to protect vulnerable players?
I also had problems getting my account closed at 22Bet, which belongs to the same operating group, TechSolutions Group N.V.
A 22Bet representative acknowledged that my account had been blocked because of gambling addiction. Later, however, the casino claimed it could not identify my earlier closure requests in the correspondence it reviewed.
How does that make sense?
Both casinos are associated with the same operating group. I would genuinely like to know whether they share information about vulnerable players and self-exclusion requests. If one brand knows a customer is struggling with gambling, what stops that customer from continuing at another brand operated by the same group?
I was also self-excluded through Germany's OASIS system, and I had made my gambling difficulties known.
In a written response dated 27 August 2026, SMES N.V., the managing director of TechSolutions Group, confirmed that my 20Bet account was eventually closed on 14 April 2025 and my 22Bet account on 15 May 2025.
But those dates do not explain why my earlier requests weren't acted on when I needed help, or why I continued receiving gambling incentives from 20Bet.
According to the financial records reviewed by SMES, my losses amounted to €18,562.62 at 20Bet and at least €8,065 at 22Bet.
I am not sharing these figures to complain about losing bets. I know I placed them.
I am sharing them because I asked the operators to stop me from continuing, and instead I was allowed to keep losing money.
Their response has largely been that I accepted the Terms and Conditions.
But can anyone show me the exact term that allows a casino to disregard an addiction-related account closure request? Or the term that makes it acceptable to continue offering VIP bonuses to someone who has already asked for protection?
I have tried to resolve this directly and respectfully. I have contacted the operators and their management, explained what happened and requested a fair resolution. My refund requests have been rejected.
I would really like the Casino Guru team to answer something.
If a player tells a casino, "I have a gambling problem. Please close my account because I cannot stop," what else is that player supposed to do?
Shouldn't that be the moment the casino stops thinking about deposits and starts thinking about the person behind the account?
I'm asking for a proper examination of my closure requests, the VIP communications and the deposits accepted afterward, as well as a fair resolution of my losses.
I would also be interested to hear whether other players have experienced this with 20Bet, 22Bet or casinos belonging to the same group.
Because if responsible gambling means anything, surely a player's request for help should matter more than the next deposit.
