22bet Casino - Spillerens anmodning om selvudelukkelse ignoreres.

Hello dear team.

I'll try to keep this brief. I lost a lot of money on this site back then. I contacted support via email, clearly and explicitly explained my gambling addiction, and asked them to exclude me because of it.

Unfortunately, in my opinion, this is a provider that hypocritically talks about responsible gaming and player protection, but in the end, they couldn't care less about someone's addiction; their main concern is squeezing out a few more euros. After clearly disclosing my addiction and requesting to be self-excluded, I was unfortunately able to deposit funds weeks later using the same name, date of birth, address, and bank account. I reacted promptly after a €205 deposit, contacted support, and stopped the transaction. I firmly believe this casino should refund my €205 because they don't take player protection seriously, and I shouldn't have been allowed to deposit money using the same name and bank account after disclosing my addiction.

When I contacted support, I was simply given a vague reference to a line in the terms and conditions stating that the provider is not liable. When I inquired again, I received a rude email stating verbatim that I had received all the necessary information and that my emails would henceforth be ignored.

Hallo liebes Team.

ich versuche Gene mich kurz zu halten. Ich habe damals auf dieser Seite bereits sehr viel Geld verloren. Habe dann mit dem Support Kontakt per Mail gehabt, diesen ganz klar und wörtlich auf meine Spielsucht hingewiesen und gebeten, mich wegen meiner Spielsucht auszuschließen.

leider ist das meiner Meinung nach ein Anbieter, welcher zwar scheinheilig etwas über responsible Gaming stehen hat und über den Schutz der Spieler, aber am Ende ist es ihnen absolut egal wie krank jemand ist, Hauptsache sie können noch ein paar Euro raus quetschen. Nachdem ich klar auf meine Sucht hingewiesen habe und mich sperren lassen wollte, konnte ich leider Wochen später mit dem selben Namen, Geburtsdatum, Adresse und auch dem selben Bankkonto unbesorgt einzahlen. Ich habe rechtzeitig nach einer Einzahlung von 205€ reagiert, mich beim Support gemeldet und gestoppt. Ich bin der festen Überzeugung, dass dieses Casino mir die 205€ erstatten sollte, weil sie den Schutz der Spieler nicht ernstnehmen und ich hätte nachdem ich über meine Sucht informiert habe nicht die Möglichkeit bekommen sollen über selben Namen und Bankkonto Geld einzuzahlen.

beim Support wurde ich nur vertröstet mit einer Zeile in den AGB, dass der Anbieter nicht haftet. Als ich nochmal angefragt habe, bekam ich eine freche Mail in der wörtlich gestanden ist, dass ich alle Infos bekommen habe und meine mails ab sofort ignoriert werden.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Alex123331123, thank you very much for submitting your complaint. I am truly sorry about your negative experience with 22bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise on the timeline of the events? When did you disclose your gambling problems to the casino? Additionally, when was the last time you have accessed your account?
• Do you currently still have access to your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Alex123331123,

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,
Attila
Casino.Guru