Hello, on the 20bet platform I asked for self-exclusion. First they gave me the runaround and I ended up betting €1,500 which I lost, because I didn't self-exclude until I told them that I would report them. I don't know where this casino operates but here in Spain I am self-excluded. I want to report them and I wanted to know where to go.
Hi,
these situations are quite usually about precise communication, so to start with the most important thing, may I know how you asked for the self-exclusion, please? Did you specifically mention the gambling addiction or fear of losing control?
That's also a very common misconception about this tool. I hope you won't mind asking me for details.
Always state gambling issues clearly; no one will do that on your behalf. The casino chat or support responds to concrete requests, and the outcome may vary very significantly based on the specific request.
To answer your question, though, the casino 20bet is licensed under Curacao, and in case you are sure the casino made a mistake or was not helpful enough, you may also complain right here.
Go through this guide 👈, please.
Hello again, at 16:53 I sent a message to 30bet via email in which I stated that I wanted to exclude myself. They responded to me around 22:00. Dear player:
We regret your decision to leave us!
May we ask why you want to close your account?
We look forward to hearing from you.
Sincerely,
Casino Support Team
But they don't block my account at this time, that's when I start playing and it gets out of hand, it's an illness that has no control.
What I don't understand is why it takes them 6 hours to respond and they don't accept my self-exclusion, trying to extend the time to close my account so that I fall back into it, since they know perfectly well that my way of playing is out of control.
Thanks and best regards. Fer
Hi,
I perfectly understand that, but the question I asked remains. And the answer is the most important key to understanding the casino's approach towards your request. Hence, I would like to ask again:
Did you specifically state you are losing control or that you suffer from gambling addiction?
If not, the casino's response is common and makes sense.
As I said earlier, self-exclusion alone does not mean immediate harm. The immediate harm is demonstrated by the concrete reason. So, I believe it was a good step to ask you about the reason.
Did you respond to the casino's question, please?
The people on the other side are not familiar with your current conditions, so it is up to you to explain what's beyond that request - it is in your own favor to state the reason precisely to avoid misunderstanding.
Very often, casinos are asked to self-exclude because players know the casino will eventually offer a bonus or compensation to make the players stay. So, stating a compulsive issue should save you from this phase.
Do you understand why the reason is so super important? Being honest means staying better protected if the need arises.
I'll be here for an update, of course.
If I may, are we talking about 20Bet Casino or 30Bet or bets? I spotted different names.
Ray
Fri, 01/31/25 10:03 am
Dear player:
We are sorry to hear that you have decided to close your account, however, it is your decision and we have complied with your request.
Have a nice day!
Sincerely,
Casino Support Team
Fernando Toledo Portal
Fri, 01/31/25 7:20 am
If you do that, I'll file a complaint against you.
Sent from Outlook for Android
________________________________
From: 20Bet Support Team <9054575+WVHVF@tickets.livechatinc.com>
Sent: Friday, January 31, 2025 7:59:00 AM
To: < >
Subject: Re: Ticket #WVHVF: Self-exclusion
Fernando Toledo Portal
Fri, 01/31/25 7:19 am
I want to exclude myself forever
Sent from Outlook for Android
________________________________
From: 20Bet Support Team <9054575+WVHVF@tickets.livechatinc.com>
Sent: Friday, January 31, 2025 7:59:00 AM
To: < >
Subject: Re: Ticket #WVHVF: Self-exclusion
Fernando Toledo Portal
Fri, 01/31/25 6:58 am
I want to know how to do self-exclusion
Sent from Outlook for Android
________________________________
From: 20Bet Support Team <9054575+WVHVF@tickets.livechatinc.com>
Sent: Friday, January 31, 2025 6:37:57 AM
To: < >
Subject: Re: Ticket #WVHVF: Self-exclusion
Samuel
Fri, 01/31/25 5:37 am
Dear player:
Could you clarify more specifically what you are referring to in your answer?
We look forward to hearing from you.
Sincerely,
Casino Customer Support Team
Fernando Toledo Portal
Fri, 01/31/25 1:56 am
Because I have no end
Sent from Outlook for Android
________________________________
From: 20Bet Support Team <9054575+WVHVF@tickets.livechatinc.com>
Sent: Thursday, January 30, 2025 11:25:23 PM
To: < >
Subject: Re: Ticket #WVHVF: Self-exclusion
Howard
Thu, 01/30/25 10:25 pm
Dear player:
We regret your decision to leave us!
May we ask why you want to close your account?
We look forward to hearing from you.
Sincerely,
Casino Support Team
Fernando Toledo Portal
Thu, 01/30/25 4:53 pm
Can you please concentrate on my 3 questions? I feel like you overlooked them again:
1 - Did you specifically state you are losing control or that you suffer from gambling addiction?
2 - Did you respond to the casino's question, please? Again, the addiction is the question.
(3 - If I may, are we talking about 20Bet Casino or 30Bet or bets?)
I have sent you the emails that I sent you
Do you think you can answer the three questions, please? The reason I'm asking is that I did not find the answers in this conversation.
Question number one is super important, and to me it seems you have not mentioned the gambling problem to the casino. Is this correct, please?
1 If once I had lost everything
2 yes
20bet
Thank you very much.
So technically, the casino should proceed with the immediate account closure once you mention the gambling issue. Hence come my questions on that subject.
How long did it take for the casino to self-exclude you from the moment you mentioned gambling issues, please? As I said, once the player mentions real, current problems, the following action should be imminent.
About 6 hours but I didn't play in those 6 hours.
I also don't understand how a bookmaker doesn't have a tool on the website to self-exclude oneself without having to contact customer service. What a waste of time you give the customer.
You must state the reason for exclusion as ‘I have issues or problems with gambling’
This will trigger an instant block. If after this you are then allowed to deposit and gamble then your bets will be void and your deposits should be returned.
Any regulated casino has this option. If they don’t then you are playing on a rogue casino who doesn’t follow any rules
I also don't understand how a bookmaker doesn't have a tool on the website to self-exclude oneself without having to contact customer service. What a waste of time you give the customer.
Since many players use self-exclusion as a way to get bonuses or just the casino's attention, not to mention that to successfully self-exclude your account most likely needs to be verified, it makes sense such action requires the casino's check and cooperation. When money gets involved, consider that a standard contract termiation. The bank or insurance company will also need to check the contract before you can withdraw from it.
This is why you have to state the reason for self-exclusion clearly. When self-exclusion is used without mentioning gambling harm, it is regarded as a normal account closure until the issue is brought up.
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