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Through this letter, I am addressing you to file a formal complaint regarding the breach of responsible gaming regulations and the failure to process a self-exclusion request made correctly.

On November 6, 2024, a user requested a temporary self-exclusion for one year, following the instructions of an operator via customer service chat. The operator indicated that this request should be formalized via email, which was done immediately minutes after the conversation.

However, to date, there has been no response, nor has the request been processed. This has allowed several deposits to be made into the account in the following months, despite the user having a gambling addiction problem. This non-compliance by the betting house has violated the established safe gaming protocol, as no preventive measures have been taken to prevent continued gaming at risk.

Therefore, I request:

1. A full refund of all deposits made in the account from November 6, 2024, to the current date.

The exact amount is unknown since the account cannot be accessed at this time.

2. A review of the management of this self-exclusion request, as well as the responsible gaming measures adopted by this betting house.

I await your prompt response and resolution of this matter.

Mediante la presente, me dirijo a ustedes para presentar una queja formal en relación con el incumplimiento de la normativa de juego responsable y el no procesamiento de una solicitud de autoexpulsión formulada de manera correcta.

El 6 de noviembre de 2024, un usuario solicitó su autoexpulsión temporal durante un año, siguiendo las indicaciones de un operador a través del chat de atención al cliente. Este operador indicó que dicha solicitud debí­a ser formalizada mediante un correo electrónico, lo cual fue realizado de forma inmediata minutos después de la conversación.

No obstante, hasta la fecha, no se ha recibido respuesta ni se ha procesado dicha solicitud. Esto ha permitido que, durante los meses posteriores, se hayan realizado varios ingresos en la cuenta, a pesar de que el usuario presenta un problema de adición al juego. Este incumplimiento por parte de la casa de apuestas ha vulnerado el protocolo de juego seguro establecido, pues no se ha tomado ninguna medida preventiva para evitar la continuación del juego en situación de riesgo.

Por lo tanto, se solicita:

1. La devolución íntegra de todos los ingresos realizados en la cuenta desde el 6 de noviembre de 2024 hasta la fecha actual.

Se desconoce la cifra exacta ya que no se puede entrar a la cuenta en estos momentos.

2. La revisión de la gestión de esta solicitud de autoexpulsión, así­ como de las medidas de juego responsable adoptadas por esta casa de apuestas.

Quedo a la espera de su pronta respuesta y resolución de este asunto.

Hello bornin,

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 your account is already verified and if yes, since when exactly?
• Do you have any evidence of mentioning gambling addiction to the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello!

Correct, the account has been verified. The date is unknown.

The reason for addiction was not given, but self-expulsion was requested.

I spoke about this and they say they are not responsible for anything. I have sent an email as well.

I can send you evidence of the conversations and emails.

Hola!

Correcto; la cuenta se verificó. Se desconoce la fecha.

No se indicó el motivo de adicción, pero sí se solicitó la autoexpulsión.

Hablé al respecto de esto y dicen que no se hacen responsables de nada. He enviado correo también.

Puedo hacerles llegar las pruebas de las conversaciones y correos.

In relation to what I have been asked previously, I would like to highlight some additional points to clarify the situation:

1. Account verification: My account is verified, otherwise I would not have been able to make any withdrawals, as I have actually done in this case.

2. Self-expulsion and user analysis: Although I did not mention the word addiction, I believe that if the SafePlay protocol had been applied correctly, they could have analyzed my account numbers and evaluated my situation as a user. However, beyond this, as a user I complied with the formality required by 22Bet to request self-expulsion, that is, contacting by email. However, I never received a response.

3. Contacting customer service: I sent the email on November 6, 2024 to communicate that I had not received any response and that 22Bet was not complying with the requested self-expulsion protocol. After pointing this out in January 2025, all they did was block access to my account, but this happened months after my initial request. From November 6 to January 26, 2025, my account remained open, allowing me to make deposits.

4. Contradictions in the procedure:

• The chat initially told me that I should request self-expulsion via email, but after I reported the lack of response in January, they immediately proceeded to close my account. This begs the question: why was my request not processed in November when the chat staff clearly had the ability to do so?

• Also, when I asked in the chat what I should include in the email to close my account, I was told to simply mention my intention to close it, without needing to add additional information. I complied with the request, but no action was taken on it, and I did not receive any kind of response.

In short, I followed all the steps indicated by 22Bet to request self-expulsion, but the company did not fulfill its part, leaving my account open for months and allowing me to continue making deposits, which I consider a possible breach of the SafePlay protocol established by Spanish legislation.

Therefore, I request that all deposits made into my account from November 6, 2024 to January 26, 2025 be returned to me, deducting only withdrawals made during that same period.

En relacion a lo que me han preguntado previamente, quisiera destacar algunos puntos adicionales para aclarar la situacion:

1. Verificacion de la cuenta: Mi cuenta esta verificada, ya que, de lo contrario, no habria podido realizar ningun retiro, como efectivamente he hecho en este caso.

2. Autoexpulsion y analisis del usuario: Aunque no mencione la palabra adiccion, considero que si se hubiera aplicado correctamente el protocolo de JuegoSeguro, podrian haber analizado los numeros de mi cuenta y evaluar mi situacion como usuario. No obstante, mas alla de esto, como usuario cumpli con el formalismo exigido por 22Bet para solicitar la autoexpulsion, es decir, contactar por correo electronico. Sin embargo, nunca recibi respuesta.

3. Contacto con el servicio de atencion al cliente: Envie el correo el 6 de noviembre de 2024 para comunicar que no habia recibido ninguna respuesta y que 22Bet no estaba cumpliendo con el protocolo de autoexpulsion solicitado. Tras senalar esta situacion en enero de 2025, lo unico que hicieron fue bloquear el acceso a mi cuenta, pero esto ocurrio meses despues de mi solicitud inicial. Desde el 6 de noviembre hasta el 26 de enero de 2025, mi cuenta permanecio abierta, permitiendome realizar ingresos.

4. Contradicciones en el procedimiento:

• El chat me indico inicialmente que debia solicitar la autoexpulsion mediante correo electronico, pero, tras denunciar en enero la falta de respuesta, procedieron a cerrar mi cuenta de inmediato. Esto plantea la pregunta: por que en noviembre no se proceso mi solicitud si el personal del chat claramente tenia la capacidad de hacerlo?

• Ademas, cuando pregunte en el chat que debia incluir el correo para cerrar mi cuenta, me indicaron que simplemente mencionara mi intencion de cerrarla, sin necesidad de anadir informacion adicional. Cumpli con lo solicitado, pero no se actuo en consecuencia, y no recibi ningun tipo de respuesta.

En resumen, cumpli con todos los pasos indicados por 22Bet para solicitar la autoexpulsion, pero la empresa no cumplio con su parte, dejando abierta mi cuenta durante meses y permitiendo que continuara realizando ingresos, lo que considero un posible incumplimiento del protocolo de JuegoSeguro que establece la legislacion espanola.

Por tanto, solicito que se me devuelvan todos los ingresos realizados en mi cuenta desde el 6 de noviembre de 2024 hasta el 26 de enero de 2025, descontando unicamente los retiros efectuados en ese mismo periodo.

Hello again,

I have found the email confirming the verification of my account, this is October 10, 2024 at 11:43 a.m.

Hola de nuevo,

he encontrado el correo electrónico donde se confirma la verificación de mi cuenta, esto es el día 10 de octubre de 2024 a las 11:43h.

Hello!

Do you need more information? Or for me to provide you with evidence or something?

Hola!

necesitan más información? O que les facilite las pruebas o algo al respecto?

Hello!

I still have no response. I am attaching the email where I requested self-expulsion and the chat conversation where they tell me how to proceed.

Hola!

continúo sin respuesta. Adjunto correo donde solicité autoexpulsion y la conversación del chat donde me dicen como proceder.

I just received an email from 22bet, saying that "no requests containing such a request have been previously received. Therefore, there is no basis for a refund."

I have already attached the chat and email copies.

Me acaba de contestar un correo 22bet, diciendo que "no se habían recibido previamente solicitudes que contuvieran tal petición. Por lo tanto, no hay base para el reembolso."

ya he adjuntado las copias de chat y correo.

Hello! Still no response.

Hola! Continúo sin respuesta.

Hello bornin,

Unfortunately, in case you did not mention gambling addiction, your account was simply closed.

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Dear Mella,

Thank you for your reply. I understand the difference between closing an account and self-exclusion. However, I would like to emphasize that my request of November 6, 2024 was precisely a request for self-exclusion.

I was instructed via the 22Bet chat to send an email requesting self-exclusion. I specifically asked if I needed to include additional information, and was told that I only needed to state my intention to self-exclude, without the need to add any further details.

Accordingly, I sent the email following the instructions provided exactly. If the casino needed me to confirm my gambling addiction in order to process the self-exclusion, they should have indicated this in their response. Instead, they left my account open and allowed me to continue making deposits.

Since the casino did not properly handle my self-exclusion request and did not take action until months later, I consider that a potential breach of the SafePlay protocol has occurred. As they rightly mention in their message, if the casino fails to handle a self-exclusion, the player has the right to request a refund.

Therefore, I reiterate my request for a refund of deposits made between November 6, 2024 and January 26, 2025, discounting withdrawals made during that period.

I look forward to your response and an appropriate resolution to this matter.

Estimada Mella,

Gracias por su respuesta. Entiendo la diferencia entre cerrar una cuenta y autoexcluirse. Sin embargo, quiero insistir en que mi solicitud del 6 de noviembre de 2024 fue precisamente una petición de autoexclusión.

Desde el chat de 22Bet se me indicó que debía enviar un correo electrónico solicitando la autoexclusión. Pregunté específicamente si debía incluir información adicional, y me respondieron que solo debía indicar mi intención de autoexclusión, sin necesidad de añadir más detalles.

En consecuencia, envié el correo siguiendo exactamente las instrucciones proporcionadas. Si el casino necesitaba que confirmara mi adicción al juego para procesar la autoexclusión, deberían haberlo indicado en su respuesta. En cambio, dejaron mi cuenta abierta y permitieron que continuara realizando depósitos.

Dado que el casino no gestionó correctamente mi solicitud de autoexclusión y no tomó medidas hasta meses después, considero que se ha producido un posible incumplimiento del protocolo de JuegoSeguro. Como bien mencionan en su mensaje, si el casino falla en la gestión de una autoexclusión, el jugador tiene derecho a solicitar un reembolso.

Por ello, reitero mi solicitud de reembolso de los depósitos realizados entre el 6 de noviembre de 2024 y el 26 de enero de 2025, descontando los retiros efectuados en ese periodo.

Espero su respuesta y una resolución adecuada a este asunto.

Hello bornin,

Please forward the communication with the casino where they have instructed you to to send the self-exclusion request to [email protected].

Looking forward to hearing from you.

Regards,

Nick

Good morning,

You already have it in your email. Please do not close the case until it is resolved.

Buenos días,

Ya lo tienen en su correo electrónico. No cierren el caso hasta que no se resuelva.

Anyway, they have it attached to this conversation.

De todos modos, lo tienen adjunto a esta conversación.

A week later, there was still no response and it's been 3 weeks since I started this complaint, Casino Guru, you only responded to me when the deadline was about to end, and not only that; you haven't said or done anything to the email.

Una semana más tarde, continuó sin respuesta y ya hace 3 semanas que empecé esta queja, Casino Gurú, solo me habéis respondido cuando el plazo estaba a punto de terminar, y no solo eso; que al correo no habéis dicho ni hecho nada.

Hello!

I continue without response

Hola!

continúo sin respuesta

Hello! The week that you have to respond has passed and I have not received an answer.

Hola! Ha pasado la semana que tenéis ustedes de plazo para responder y no tengo respuesta.

Dear Bornin,

I have reviewed the entire conversation again, and unfortunately, as previously stated, you are not eligible for a refund.

The chat clearly asked for the reason behind your self-exclusion request, to which you responded, "I don't like it." This indicates that your account was simply closed, as self-exclusion is specifically a responsible gambling tool designed to prevent gambling addiction—something that was not mentioned in your request.

If you are still unclear about the difference between self-exclusion and account closure, I kindly ask you to refer to my previous post for further clarification. Additionally, I strongly advise mentioning gambling-related concerns in any future self-exclusion requests at any online casino to avoid misunderstandings.

As no additional evidence has been provided to support a valid self-exclusion request on November 6th, this complaint will now be closed.

Best regards,

Nick