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Good afternoon. My issue is as follows: I lost my mobile number that was connected to my 22bet account and, subsequently, I sent an email to have them change my mobile number to my new one. I provided all the necessary information and documents for this to occur. I have sent three emails, two of which remain unanswered so far, considering that one of them was sent on the 27th of November, 2023. Not having received a response to that email, I sent another one on the 16th of December, 2023 and up to now nothing has changed. To me, this is just ridiculous.

Boa tarde. O meu problema ´´e o seguinte: Eu perdi o meu numero de telemovel que tinha associado ´à minha conta 22bet e então enviei email para me mudarem o numero de telemovel para o meu novo e enviei todas as informaçoes e documentos necessarios para que isso acontecesse. Enviei 3 emails, 2 deles sem respostas ate hoje tendo em conta que um deles foi enviado dia 27/11/2023, não tendo uma resposta a esse email, voltei a enviar no dia 16/12/2023 e até agora ainda não mudou nada, isto para mim é so ridiculo.

Dear Nunes24,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 22bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• When was the last time you were in contact with casino support?
• What feedback have you received from the casino regarding the change of your phone number?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I got in touch again on December 30th if I'm not mistaken and the feedback I received was that I had to WAIT MORE time for them to change the number.

Entrei em contacto dia 30 de dezembro outra vez se não estou engando e o feedback que recebi é que tinha que AGUARDAR MAIS tempo para mudarem o numero.

Has there been any progress regarding changing your phone number, please?

I'll await your reply.

Anything. 2 months to change, incredibly

Nada. 2 meses para mudar, incrivelmente

Please send me the recent correspondence between you and the casino regarding the issue.

Include your attempts to change the phone number and the casino's responses. My email is tomas@casino.guru

Dear Nunes24,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.