22bet Casino - Spillerens anmodning om at lukke sin konto blev ignoreret.

Good day

At Bet22 there are no player protection options in the account. It is not possible to set a deposit or loss limit and it is also not possible to pause or even quit the game.

Since I played for more money than I wanted several times, I asked the casino several times via chat and email to close my account.

According to customer service, it is neither possible to set a deposit limit nor to pause the account. Only if the account is not used for 3 months should it be automatically closed. I got myself on 21.06. then contacted the relevant department via block@bet22.com on the advice of the chat but have not received an answer to my request to date.

Since my account is still active, I deposited a lot of money again, even though I actually wanted to stop playing on the platform. I find an online casino without player protection options very problematic!

Can you help me to close my account at Bet22?

Is there any way to get back the money I deposited after asking the casino to close my account?

Thanks for your support!

Guten Tag

Bei Bet22 gibt es keinerlei Spielerschutz Möglichkeiten im Konto. Es ist nicht möglich ein Einzahlungs- bzw. Verlustlimit zu setzen und auch eine Spielpause oder sogar Spielausstieg ist nicht möglich.

Da ich mehrmals für mehr Geld gespielt habe als ich eigentlich wollte, habe ich das Casino mehrmals via Chat und E-Mail gebeten mein Konto zu schliessen.

Gemäss dem Kundendienst ist es weder möglich ein Einzahlungslimit zu setzen noch das Konto zu pausieren. Erst wenn das Konto 3 Monate nicht verwendet wird, sollte es automatisch geschlossen werden. Ich habe mich am 21.06. dann auf Anraten vom Chat an die entsprechende Abteilung via block@bet22.com gewendet aber bekam bis heute keine Antwort auf meine Anfrage.

Da mein Konto weiterhin aktiv ist, habe ich nochmals viel Geld einbezahlt obwohl ich mit dem Spielen auf der Plattform eigentlich aufhören wollte. Ich finde ein Online Casino ohne Spielerschutz Möglichkeiten sehr problematisch!

Können Sie mir helfen mein Konto bei Bet22 zu schliessen?

Gibt es irgendeine Möglichkeit wieder an das Geld zu kommen, welches ich eingezahlt habe, nachdem ich das Casino aufgefordert habe mein Konto zu schliessen?

Vielen Dank für Ihre Unterstützung!

Hello adli92,

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 is yes, since when exactly? When was the first time you requested to close your account? How long after that did they respond to you? Do you have currently any balance on your casino account?

Looking forward to your answer.

Regards,

Nick

Hello Nick

Thank you for the quick processing of my request and of course for your support!

Here are the answers to your questions:

I registered on 05/16/2022 on Bet22 and successfully verified myself there. I currently have no credit on my Bet22 account.

The first time I emailed Bet22 on May 19, 2022 to delete my account without giving a reason.

On May 24th, 2022 I emailed Bet22 again and asked them to close my account. I gave the following reason:

In the meantime I have decided to use another provider and would like to make sure that I can no longer make any further deposits or bets with you.

Then again on June 13, 2022 and on June 21, 2022 with a clearer formulation of the reason:

I want to stop playing on your platform and make sure I can't make any more deposits and wagers with you.

Since 06/21/2022 I have unfortunately lost another CHF 3000 on Bet22 because my inquiries are simply ignored and I am not offered any options for player protection, although I wanted to take advantage of this several times.

I also contacted the chat several times with a request to close the account or set a deposit limit. Both without success. I was told to email block@bet22.com. My two emails to this address from 13. and 21.06. however, have remained unanswered to date.

I can also forward the emails to you if required.

If you need more information please just get in touch.

Warm greetings

Adli92

Hallo Nick

Vielen Dank für die schnelle Bearbeitung meiner Anfrage und natürlich für eure Unterstützung!

Gerne hier die Antworten auf deine Fragen:

Ich habe mich am 16.05.2022 auf Bet22 registriert und habe mich dort auch erfolgreich verifiziert. Guthaben habe ich aktuell keines auf meinem Bet22 Account.

Das erste Mal habe ich Bet22 am 19.05.2022 via E-Mail gebeten mein Konto wieder zu löschen ohne Angabe von einem Grund.

Am 24.05.2022 habe ich Bet22 nochmals per E-Mail kontaktiert und gebeten mein Konto zu schliessen. Dabei habe ich folgenden Grund angegeben:

Ich habe mich in der Zwischenzeit für einen anderen Anbieter entschieden und möchte gerne sicherstellen, dass ich bei Ihnen keine weiteren Einzahlungen und Einsätze mehr tätigen kann.

Dann nochmals am 13.06.2022 und am 21.06.2022 mit einer klareren Formulierung des Grundes:

Ich möchte mit dem Spielen auf Ihrer Plattform aufhören und sicherstellen, dass ich bei Ihnen keine weiteren Einzahlungen und Einsätze mehr tätigen kann.

Seit dem 21.06.2022 habe ich auf Bet22 leider weitere 3000 CHF Verlust gemacht, da meine Anfragen einfach ignoriert werden und mir keine Möglichkeiten für einen Spielerschutz angeboten werden, obwohl ich das mehrmals in Anspruch nehmen wollte.

Zudem habe ich mehrmals den Chat kontaktiert mit der Bitte das Konto zu schliessen oder ein Einzahlungslimit zu setzen. Beides ohne Erfolg. Mir wurde gesagt, ich soll mich per E-Mail an block@bet22.com wenden. Meine beiden Mails an diese Adresse vom 13. und 21.06. blieben jedoch bis heute unbeantwortet.

Gerne kann ich dir bei Bedarf die E-Mails auch weiterleiten.

Wenn du weitere Infos brauchst bitte einfach melden.

Liebe Grüsse

Adli92

Dear adli92,

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 of 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 resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from 22bet Casino. 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 casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear adli92,

Could you please forward me the email you mentioned before until the casino responds? (matej@casino.guru)

Thanks.

Hello, we apologize for the long reply. We have clarified the information on the situation. The player did not declare his addiction to us. Our technical support specialists recommended the user to write to the mail for blocking, but he never did it.

Thank you for reopening my case. I forwarded all emails to matej@casino.guru as requested. The emails show that I requested an account closure 4 times in writing, as was recommended to me by Bet22 support. However, the emails were never answered and my account was never deleted or blocked. Thank you for your support!

Besten Dank für die Wiedereröffnung meines Falles. Ich habe alle Mails wie gewünscht an matej@casino.guru weitergeleitet. Die Mails belegen, dass ich 4 Mal schriftlich eine Kontoschliessung beantragt habe, wie mir das vom Bet22-Support empfohlen wurde. Die Mails wurden jedoch nie beantwortet und mein Konto damit auch nie gelöscht bzw. gesperrt. Besten Dank für die Unterstützung!

Dear casino representative and adli92,

I have received four emails from adli92 requesting an account closure. I carefully reviewed his emails and found no mention of a gambling addiction, which means he is not entitled to a refund. However, his requests should not be ignored either.

Dear casino representative, you mentioned that you provided clear instructions to adli92.

He sent two emails to the support email address and two to block@22bet.com email address. These emails were specifically sent on June 13, 2022, and June 21, 2022. Could you please explain why his account was not blocked after his first email on June 13, 2022?

Hi. Could you please clarify exactly from which email address the player wrote to us at block@22bet.com?

Hello!

We kindly encourage all our players to follow our security policies and procedures to maximize the protection and privacy of their accounts. Please note that we strongly recommend that you use the email address provided at registration to contact support and resolve issues related to your account.

Using the email address provided at registration helps us to uniquely identify you as the account owner and ensures secure communication between you and our support team. It also helps prevent fraud attempts and unauthorized access to your account.

Please follow this recommended rule to ensure the safety and security of your gaming experience with us. If you have any questions or difficulties, please contact us from the email address provided at registration and we will be happy to assist you.

Thank you for your cooperation and understanding!

Dear casino representative,

Please find below the email sent by adli92. How could such a request be overlooked?

Hello,

We realize that using the email address provided during registration may seem trivial, but we would like to emphasize its fundamental importance to the security of your account. It is not just a formality, but a key element of our strategy to protect your data and prevent potential fraud and unauthorized access.

Using a registered email address allows us to establish your identity as an account holder with high confidence, thus ensuring safe and secure communication between you and our support team. We make every effort to protect your data and ensure that your gaming experience remains entirely in your control.

We would also like to emphasize that such precautions help us differentiate you from possible attempts to abuse your account. Caution is the best defense.

If you have any additional questions or need further assistance, please do not hesitate to contact us. Our goal is to provide you with the best possible gaming experience and keep you safe.

Dear 22bet casino representative,

I believe it would be sensible to send an email to the address or account that is to be closed, and ask the player in question to confirm whether the self-exclusion attempt was indeed made by them. Ignoring the entire issue is not advisable. In particular, when a player admits to having a gambling addiction, the casino should go the extra mile to ensure that players are protected. Don't you agree?

Hello!

Thank you very much for your proactive role and commitment to help us deal with this situation. We appreciate your participation and concern for our service and the safety of our customers.

Our efforts are always focused on continuous service improvement; your recommendation is very important. We will definitely discuss your suggestion with our team to make our platform even more reliable and convenient for our players.

Dear casino representative,

In this case, we believe that the Casino should do something to prevent the situation that happened. 

While other casinos are trying to do the extra mile in responsible gambling, it looks like 22bet Casino RG standards are behind.

We cannot resolve this case because we believe that adli92 should be compensated.

I would also like to point out that Bet22 support informed me via chat during the verification process that there were problems with email addresses at hotmail.com and that I was therefore sending the emails/documents from an alternative email provider should. I have already carried out the entire verification process using the GMX email address used. For this reason, I also sent requests to close the account via this email address.

Gerne möchte ich auch noch darauf hinweisen, dass mich der Bet22 Support via Chat während dem Verifizierungsprozess darauf hingewiesen hat, dass es Probleme mit E-Mail-Adressen bei hotmail.com gibt und ich die Mails/Dokumente darum von einem alternativen Mail-Provider verschicken soll. Über die verwendete GMX E-Mail-Adresse habe ich darum bereits den kompletten Verifizierungsprozess durchgeführt. Aus diesem Grund habe ich auch die Anfragen zur Kontoschliessung über diese Mailadresse versendet.

Hello!

We are sorry to hear that you have faced such a situation, but as we clarified earlier, to request account closure, you must use the email with which you registered at our casino. This is one of the security measures we take to protect the interests of our players.

We would like to draw your attention to the fact that our player did not provide information about the presence of gambling addiction and contacted us not from the main mail, which, according to our rules, does not lead to instant account closure.

We also want to assure you that we always consider recommendations and suggestions that come from our players. Your comments will be carefully considered and we will endeavour to take them into account when improving our services.

However, it is important to note that compliance with all game rules and policies by our players helps to avoid such situations. Our goal is to provide a safe and responsible gaming environment for all of our customers.

Dear casino representative,

In this case, we believe that your argumentation is incorrect and adli9w's account should be closed.

You could simply respond to his request and ask for confirmation from him through the support or his original email.

Hello,

We attach great importance to safety in our casino and are always ready to deal with important issues concerning this area. When a player contacts us with allegations, we immediately carry out appropriate checks.

However, in this case, the player did not express concerns about addiction. Instead, he requested privileges and made threats to close the account if his requests were not granted. 

We have forwarded the information and the request to close the account to our technical support team.

If you have any further questions or require additional information, feel free to contact our support team. We are always ready to help.

Dear Bet22 team

For weeks now you've only received some "standard answers". I don't get the feeling that you are taking this issue seriously at all and are interested in finding a solution.

I tried desperately in several ways (various emails, several times via chat) to have my account blocked or at least to set a stake or loss limit because I could no longer control my gaming behavior! I received no support from you and all my requests were unsuccessful while you continued to make money from me. I would therefore like to comment on your points.

Point 1 - The emails were sent from an alternative GMX address.

I was informed in the Bet22 chat that there were problems with Hotmail email addresses and that I should therefore send the emails from an alternative provider. What I am now being accused of is completely absurd. This was a recommendation from Bet22 support, of course I would never have come up with this idea on my own. You yourself continue to confirm the problems with Hotmail addresses in the following complaint.

"We understand that you are using Hotmail mail and there may be issues with delivery of replies to this email."

Source: https://casinoguru-deu.com/22bet-casino-der-selbstaustritt-des-players-ist

I also sent a request to close my account from my Hotmail address to support-de@22bet.com on May 19, 2021. There was no response to this request either.

By the way, I also sent all important & confidential documents for verification via my GMX address. Apparently it wasn't a problem there...

Point 2 - You didn't know about a gambling addiction

I tried several times within a few days via email and chat to close my account or at least set a deposit limit/loss limit. In the meantime, I continued to deposit large amounts of money and play for hours. Below you will find another one of my emails. How can you simply ignore such a cry for help via email? It was clear and obvious that I was no longer in control of my gaming behavior and needed immediate support! If you are really interested in clarification, you are welcome to send all my chat histories to Casino Guru.

"As I have already communicated several times on various channels, I would like to delete or block the following account.

********

Reason:

I want to stop playing! Please make sure that I can no longer make any further deposits and bets with you.

If you don't respond to my request and continue to block my account, I will file a complaint!"

Point 3 - I should have requested privileges.

Absolute nonsense! What privileges should I have applied for? I just wanted to close my account because my gaming behavior got out of control.

Liebes Bet22 Team

Seit Wochen kommen von Ihrer Seite nur irgendwelche "Standard Antworten". Ich habe überhaupt nicht das Gefühl, dass Sie dieses Thema überhaupt ernst nehmen und an einer Lösung interessiert sind.

Ich habe verzweifelt versucht auf mehreren Wegen (diverse E-Mails, mehrmals via Chat) mein Konto blockieren zu lassen oder wenigstens ein Einsatz- oder Verlustlimit zu setzen, da ich mein Spielverhalten nicht mehr kontrollieren konnte! Ich bekam dabei keinerlei Unterstützung von Ihnen und alle meine Anfragen waren erfolglos während Sie weiter Geld mit mir verdient haben. Gerne möchte ich darum zu Ihren Punkten Stellung nehmen.

Punkt 1 - Die Mails wurden von einer alternativen GMX Adresse gesendet.

Ich wurde im Chat von Bet22 darauf hingewiesen, dass es Probleme im Zusammenhang mit Hotmail E-Mail-Adressen gibt und ich darum die Mails von einem alternativen Provider verschicken soll. Das mir nun vorgeworfen wird, ist völlig absurd. Dies war ja eine Empfehlung vom Bet22 Support, alleine wäre ich natürlich nie auf diese Idee gekommen. Sie bestätigen die Probleme mit Hotmail-Adressen in der folgenden Beschwerde ja selber weiterhin.

"Wir verstehen, dass Sie Hotmail-Mail verwenden und es möglicherweise Probleme mit der Zustellung von Antworten auf diese E-Mail gibt."

Quelle: https://casinoguru-deu.com/22bet-casino-der-selbstausschluss-des-spielers-ist

Zudem habe ich am 19.05.2021 eine Anfrage zur Kontoschliessung von meiner Hotmail-Adresse an support-de@22bet.com geschickt. Auch auf diese Anfrage kam keine Rückmeldung.

Übrigens habe ich auch alle wichtigen & vertraulichen Dokumente zur Verifizierung über meine GMX-Adresse gesendet. Dort war das anscheinend kein Problem...

Punkt 2 - Sie wussten nichts von einer Spielsucht

Ich habe mehrmals innerhalb von wenigen Tagen via Mail und Chat versucht mein Konto zu schliessen oder wenigstens ein Einzahlungslimit/Verlustlimit festzulegen. In der Zwischenzeit habe ich weiterhin grosse Geldbeträge einbezahlt und stundenlang gespielt. Unterstehend finden Sie nochmals eines meiner Mails. Wie können Sie einen solchen Hilferuf per E-Mail einfach ignorieren? Es war doch klar und deutlich erkennbar, dass ich mein Spielverhalten nicht mehr unter Kontrolle hatte und sofortige Unterstützung brauche! Wenn Sie wirklich an einer Aufklärung interessiert sind, können Sie Casino Guru gerne alle meine Chatverläufe zustellen.

"Wie bereits mehrmals auf unterschiedlichen Kanälen mitgeteilt, möchte ich gerne das folgende Konto löschen bzw. Sperren lassen.

********

Grund:

Ich möchte mit dem Spielen aufhören! Bitte stellen Sie sicher, dass ich bei Ihnen keine weiteren Einzahlungen und Einsätze mehr tätigen kann.

Falls Sie auf meine Anfrage nicht reagieren und mein Konto weiterhin nicht sperren werde ich eine Beschwerde einreichen!"

Punkt 3 - Ich soll Privilegien beantragt haben.

Absoluter Blödsinn! Was für Privilegien soll ich beantragt haben? Ich wollte lediglich mein Konto schliessen weil mein Spielverhalten ausser Kontrolle geraten ist.

Dear adli92,

As I mentioned earlier, I strongly believe that the casino should close your account and that you are entitled to a refund.

Based on the information provided by the casino representative, it appears that they are unwilling to reimburse you for the amount you lost.

Therefore, I suggest closing this complaint as unresolved, with the hope that the casino will acknowledge their error in the future and provide you with a refund.

Can I proceed?

Hello Matej

Yes, there is probably no other option if the casino is not interested in a solution... I find it really shocking that the issue of player protection is not taken seriously and money continues to be made from gambling addicts!!!

Hallo Matej

Ja es bleibt wohl keine andere Option wenn das Casino nicht an einer Lösung interessiert ist… Ich finde es echt schockierend, dass das Thema Spielerschutz nicht ernst genommen und mit Spielsüchtigen weiterhin Geld verdient wird!!!

Dear adli92,

I would suggest sending your complaint to the casino's regulator. The Curacao regulator is often busy and their decisions can be strange at times, but it is worth a try since it is free.

If things go really bad, I am aware of a law firm in Curacao that specializes in gambling cases.

I can help you with everything. Just let me know what you would like to try.

Hello Matej

I would like to report the case to the supervisory authority. Will you pass the case on to the supervisory authority on my behalf or how exactly should I proceed?

Thank you for your support!

Hallo Matej

Gerne möchte ich den Fall an die Aufsichtsbehörde melden. Geben Sie den Fall in meinem Namen an die Aufsichtsbehörde weiter oder wie muss ich hier genau vorgehen?

Besten Dank für Ihre Unterstützung!

Dear adli92,

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 adli92,

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.

Hello Matej

Please excuse my delayed response. Unfortunately, I haven't gotten around to submitting the complaint to the regulatory authority yet. Can you please extend the period again by 7 days.

I'll get it done by the weekend at the latest. Thank you!

Hallo Matej

Bitte entschuldige meine verspätete Rückmeldung. Ich bin leider noch nicht dazu gekommen die Beschwerde bei der Regulierungsbehörde zu platzieren. Können Sie den Zeitraum bitte nochmals um 7 Tage verlängern.

Ich werde es spätestens am Wochenende erledigen. Vielen Dank!

Hello Matej

I sent it to you by email for review.

Thank you for your support & kind regards

And I

Hallo Matej

Ich habe es dir per Mail zum Review geschickt.

Vielen Dank für deine Unterstützung & liebe Grüsse

Andi

Hello adli92,

Apologies for the delayed response, I fell ill during my vacation.

I have reviewed your email and everything looks good. Kindly forward it to the regulator and inform me once you have done so.

Hello Matej

I just sent the email to the supervisory authority and put you on CC.

Thank you for your great support & kind regards

And I

Hallo Matej

Ich habe das Mail soeben an die Aufsichtsbehörde geschickt und dich auf CC genommen.

Vielen Dank für deine tolle Unterstützung & liebe Grüsse

Andi

Thank you for confirming.

I am closing this complaint with the status: awaiting the regulator's decision.

Please reopen the case once you receive the final decision from the regulator, or the complaint will automatically reopen after three months.

We’ve reopened this complaint at the request of adli92. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

After I filed a complaint with the regulatory authority, Bet22 refunded me the entire loss since May 19, 2022 (>10,000 CHF). You have also confirmed that my account has been closed and can no longer be reactivated. The case has therefore been settled.

@CasinoGuru

Thank you very much for your great support in this difficult situation!

@Bet22

Thank you very much for the refund. I hope that you will take the issue of player protection more seriously in the future!

Nachdem ich eine Beschwerde bei der Regulierungsbehörde eingereicht habe, hat mir Bet22 den kompletten Verlust seit dem 19.05.2022 (>10’000 CHF) zurückerstattet. Zudem haben Sie mir bestätigt, dass mein Konto geschlossen wurde und nicht mehr reaktiviert werden kann. Der Fall hat sich somit erledigt.

@Casino Guru

Besten Dank für euren tollen Support in dieser schwierigen Situation!

@Bet22

Besten Dank für die Rückerstattung. Ich hoffe, dass Sie das Thema Spielerschutz in Zukunft ernster nehmen!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, adli92, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Matej

Casino.Guru