22bet Casino - Pokušaji igrača da zatvori svoj račun su zanemareni.

Ladies and Gentlemen

I asked 22bet Casino to block my account. However, they refused. So I lost even more money.

Unfortunately, I can't say exactly how much it was. I had requested the transaction list via email. However no reply received.

Sehr geehrte Damen und Herren,

ich hatte das 22bet Casino darum gebeten mein Account zu sperren. Jedoch weigerte man sich. So dass ich noch mehr Geld verloren habe.

Leider kann ich nicht sagen wieviel es genau gewesen ist. Ich hatte die Transaktionsliste via Mail angefragt. Jedoch keine Antwort erhalten.

Dear eurogalaxy85,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 problems).

Is there any other account closure request that you could forward me? If yes, please send it to kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hello, nice good day! Maybe take a look at all the given items again! Thanks very much!

Hallo, schöen guten guten Tag! Vielleicht schauen Sie sich mal nochmachals allegegben Heiten an! Vielen Dank!

Please examine all attachments carefully and defend me accordingly!

Schauen Sie sich bitte alle Anhänge genau und verteidigen Sie mich entsprechend!

Dear Kristina,

Please reply to my current case!

I proved to you that the casino "22bet" claimed that they could not close. It also claimed not to be able to delete. In an email I just sent you, I marked the most important point for you. THE CASINO REFUSED TO DELETE AND/OR BLOCK!

Please request the transaction list so that we know how high the damage is and the amount to be reimbursed!

Warm greetings

Mostafa R***

Sehr geehrte Kristina,

Bitte antworten Sie auf meinen aktuellen Fall!

Ich habe Ihnen nachgewiesen, dass das Casino "22bet" behauptete nicht schließen zu können. Es behauptete auch nicht löschen zu können. In einer Mail welche ich Ihnen soeben gesendet habe, habe ich Ihnen die wichtigste Stelle markiert. DAS CASINO WEIGERTE SICH ZU LÖSCHEN UND/ODER ZU SPERREN!

Fordern Sie bitte die Transaktionsliste an, damit wir wissen, wie hoch der Schaden und der zurück zu erstattende Betrag ist!

Liebe Grüße

Mostafa R***

Thank you for your reply, eurogalaxy85. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gabling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

I am sorry, but we do not consider the message you sent to be a proper self-exclusion request. We cannot penalize the casino for leaving your account opened after sending a message like this, nor ask the casino for a deposit refund.

Please, let me know if there is anything else we could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

The casino gets the e-mail address of the sender. This allows the casino to see all of the customer's data.

Of course, you are not legally obliged to give a reason. Which is also logical.

Would it be possible to give a reason that would not be applicable???

In addition, 22.bet has clearly informed me that I can neither block nor delete the account! I have also attached this to the complaint and that a casino really refuses demonstrably and says that I cannot close or delete it is illegal and you say that you cannot punish the casino for this or ask them to refund the lost amount ?

I'm sorry but I have to assume that you don't look closely at my mails and documents or just skim them.

They also closed another complaint of mine, even though I sent them what they requested to their mail kristina.s@casino.guru!

I must ask that someone second take the case!

Warm greetings

Mostafa

Das Casino bekommt die E-Mail Adresse des Absenders angezeigt. Hiermit kann das Casino alle Daten des Kunden einsehen.

Man ist selbstverständlich, rechtlich nicht dazu verpflichtet einen Grund anzugeben. Was auch logisch ist.

Wäre es denn möglich, dass man einen Grund angibt, welcher nicht trifftig wäre???

Zudem hat man mir von Seiten 22.bet klar und deutlich mitgeteilt, dass ich den Account weder sperren, noch löschen kann! Das habe ich ebenfalls zur Beschwerde angehangen und dass sich ein Casino wirklich nachweislich weigert und sagt, dass ich nicht schliessen oder löschen lassen kann ist rechtswidrig und da sagen Sie, dass Sie das Casino hierzu nicht bestrafen oder nicht dazu auffordern können den verlorenen Betrag zu erstatten?

Es tut mir Leid aber ich muss stark annehmen dass Sie sich meine Mails und Nachweise nicht genau anschauen bzw. diese bloß überfliegen.

Sie haben auch einen anderen Beschwerdefall von mir geschlossen, obwohl ich ihnen das Angeforderte, an ihre Mail kristina.s@casino.guru zugesendet habe!

Ich muss darum bitten dass sich jemand Zweites des Falles annimmt!

Liebe Grüße

Mostafa

eurogalaxy85, please understand that this is our collective decision. Unless you clearly stated a gambling problem as a reason for the account closure, I am afraid that there is nothing we can do. The same applies to your other complaint we rejected. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.