22bet Casino - La richiesta di autoesclusione del giocatore viene ignorata.

This site disrespected my request for self-exclusion.

on november 3rd i requested self-exclusion, they said it was approved.

on november 25th they let me deposit and spend over 5000€.

i talk to them and they make fun of me! They give different answers!

run away from this site!

i have printscreens of everything, i send the most important ones.

my account is still open and available to deposit!

Este site desrespeitou o meu pedido de autoexclusao.

no dia 3 de novembro solicitei autoexclusao, indicaram que estava aprovada.

no dia 25 de novembro deixaram-me depositar e gastar mais de 5000€.

falo com eles e gozam comigo! Dão respostas diferentes!

fujam deste site!

tenho printscreens de tudo, envio os mais importantes.

a minha conta continua aberta e disponível para depositar!

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted customer support via email to request self-exclusion as well? If so, could you please forward this request along with the casino’s responses to me at [email protected]?
• Have you mentioned any reason for asking for account closure in any of your requests?
• Did you receive any confirmation that your account had been self-excluded and that it cannot be reopened in the future? If so, please forward it to me as well.
• Did you request your account to be reopened on November 25?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I spoke to them by email, on the phone, told them I was desperate and they still wouldn't close my account!

They make fun of me, they even talk over me, they are repetitive, I said that this drives people to madness and suicide and they laughed on the phone!

this is not fair! I asked for self-exclusion and they confirmed it!

I'm going to send everything to the e-mail address you provide. I just ask you to be quick because I've run out of money!

Eu falei com eles por e-mail, ao telefone, informei que estava desesperado e mesmo assim não fecharam a minha conta!

gozam comigo , inclusivamente falam por cima de mim, são repetitivos, falei que isto leva as pessoas à loucura e suicidio e eles riram-se ao telefone!

isto não é justo! Eu pedi a autoexclusao e confirmaram-na!

vou enviar tudo para o e-mail que indicam. Só vos peço que sejam rápidos porque fiquei sem dinheiro nenhum!

They've just let me deposit and spend more money.

i'm hooked and i can't stop playing.

22bet is taking advantage of me!

help me please!

Acabaram de me deixar depositar e gastar mais dinheiro.

eu estou viciado e não consigo parar de jogar.

a 22bet está a aproveitar-se de mim!

ajudem-me por favor!

Thank you for your email. I understand your frustration from your situation. However, to proceed with your case, I need more information.

1. Please forward me your original self-exclusion request from November 3, and the casino's response.
2. Please specify when exactly your account was reopened and if it was reopened automatically, or if you had to ask the casino to reopen it for you.
3. Is your account closed now?

Hi, I can't get to the request anymore because they deleted my messages!

They also called me and were rude!

it's clear that i asked for self-exclusion and they know that.

my account is still open and i keep depositing and spending!

they take advantage of it! It's a crime

Olá, já não consigo chegar ao pedido porque me apagaram as mensagens!

também me ligaram e foram rudes!

é evidente que pedi a autoexclusao e sabem disso.

a conta continua aberta e continuo a depositar e gastar!

eles aproveitam se disso! É crime

Good morning,

only today they blocked my account, as shown in the attached screenshot.

as you can see 22bet knew about my addiction and only now closed the account...

they have to return my 5000€.

thank you.

Bom dia,

só hoje me bloquearam a conta, conforme print em anexo.

tal como vêm a 22bet sabia do meu vício e só agora fechou a conta…

têm de devolver os meus 5000€.

obrigado.

I'm glad to hear that your account was finally blocked. However, we are only able to assist with a refund of the lost deposits in cases where you can provide evidence that you informed the casino about your gambling addiction and requested your account to be closed, and the casino failed to act on this request.

Please note that if you do not have any emails or other evidence clearly showing when you first asked to be self-excluded due to gambling addiction, we unfortunately won’t be able to assist you any further. If you do have such evidence, kindly forward it to me within the next 7 days. Otherwise, I will be forced to reject your complaint due to insufficient evidence.

Thank you for your understanding.

I've forwarded what I have.

They've blocked me now and had cleared the chat history before.

I can't make any more prints.

I sent the email and a screenshot.

This has been going on for several weeks and I've been left without a single penny. Can you be quick?

Thank you

Ja reencaminhei o que tenho.

eles agora bloquearam me e tinham limpo o historio das conversas antes.

nao consigo fazer mais prints.

enviei o email e um print.

isto ja tem varias semanas e eu fiquei sem um cêntimo sequer. Conseguem ser rápidos?

obrigado

Thank you for the email with your initial self-exclusion request. In your first comment in this complaint thread, you mentioned that the casino approved your self-exclusion on November 3. Please forward me the response you received from the casino on November 3 as well, so that we can proceed with your complaint as quickly as possible.

But why don't you ask for everything at once and I have to suffer here without money to eat waiting for your reply, which is always on a time limit?

I'll send it to your e-mail address.

thank you for your impartiality, we know that you receive commissions from the casino for those who register through your site, but this is all the more obvious...

above you have the printout with the confirmation, the e-mail will also be forwarded to you.

Mas porque não pedem tudo de uma vez e tenho de andar aqui a sofrer sem dinheiro para comer à espera da vossa resposta que é sempre no limite do tempo?

vou enviar para o teu e-mail.

agradeco imparcialidade, bem sabemos que recebem comissões do casino por quem se regista através do vosso site, mas isto é por mais evidente…

acima têm o print com a confirmação, o e-mail também será reencaminhado de seguida.

Hello NunoPT,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I'm addicted to gambling!

I lost everything because this casino took advantage of me.

Veronika has been cheating for over a month, asking for things in bits and pieces that I've already sent!

change people PLEASE!

Eu sou viciado no jogo!

eu perdi tudo porque este Casino se aproveitou de mim.

a Veronika anda há mais de um mês a engonhar, a pedir coisas aos bocados e que já enviei!

mudem de pessoa POR FAVOR!

It's a disgrace how many times this lady has extended the deadline without doing anything!

she hasn't moved on with the process and I'm in a very sensitive situation.

this lady is not fit to continue working here!

É uma vergonha as vezes que está senhora já estendeu o prazo sem fazer nada!

não anda com o processo e estou numa situação muito sensível.

esta senhora não tem condições para continuar a trabalhar aqui!

It's time again!!!

all in favor of the casino!

fire this person!

Deixou passar o tempo novamente!!!

tudo a favor do casino!

despeçam esta pessoa!

Dear NunoPT

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Thank you Casino Guru for getting this person off my case!

I would like to know what disciplinary measures you will take in view of such incompetence.

I would like to trust Casino Guru again

Obrigado Casino Guru por terem tirado esta pessoa do meu caso!

gostaria de saber que medidas disciplinares vão adoptar atendendo a tamanha incompetência.

gostaria de voltar a confiar no Casino Guru

Dear NunoPT,

I am so sorry to hear about your problem with the 22bet Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 22bet Casino representative to join this conversation and participate in resolving this complaint.

Dear 22bet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello!

We have carefully reviewed this case and checked the full history of chats and email correspondence. Based on our findings, up until 25.11 the player had not submitted a properly completed self-exclusion request, nor had they made a clear and explicit statement indicating gambling addiction.

In the chat dated 03.11, the player raised concerns related to bonuses and mentioned that they had "already requested self-exclusion." However, we found no confirmation of such a request in our system — there were no tickets, emails, or formal system requests to support this claim.

The first direct and explicit statement regarding gambling addiction was received from the player only on 26.11 via email. Once it was identified, the appropriate action was taken, and the player’s account was blocked in accordance with our responsible gaming policies.

Well, 22bet assumed that they were aware of my gambling addiction and requested that my account be closed on 3/11.

what are they waiting for to return the money?

I hope that Casino Guru has a heavy hand in this matter.

Bom, a 22bet assumiu que teve conhecimento do meu vício no jogo e pedido de encerramento da conta a 3/11.

estao a espera do que para devolver o dinheiro?

espero que o Casino guru tenha mão pesada neste tema.

There's no doubt that I'm right and 22bet got it wrong!

As I'm undergoing treatment for gambling addiction and depression, it's essential to close the issue quickly, since Casino Guru has taken so long.

i therefore propose that you return only €4000 and the matter is closed as far as i'm concerned.

I can continue to pay for my treatment and get on with my life!

Não há dúvidas de que tenho razão e a 22bet errou!

como estou em tratamento do vício do jogo e da depressão é essencial fechar o tema rápido, já que o Casino guru demorou tanto tempo.

neste sentido, proponho devolvam apenas 4000€ e o assunto fica encerrado da minha parte.

posso continuar a pagar o meu tratamento e seguir definitivamente com a minha vida!

Dear 22bet Casino,

Just to clarify, could you please confirm that the first self-exclusion request from the player was made via email on 26/11 and that the account was closed on 6/12?

Thank you.

We all know that there were emails on 3/11 and confirmations before.

Casino guru has this evidence!

22bet do you accept my proposal? My psychologist says I should close this quickly, until then it's impossible to treat the addiction!

this pending injustice prevents me from continuing.

Todos sabemos que houve e-mails no dia 3/11 e confirmações antes.

o Casino guru tem essas evidências!

22bet aceitam a minha proposta? O meu psicólogo diz que devo fechar isto rapidamente, até lá é impossível tratar o vício!

esta injustiça pendente impede-me de prosseguir.

Casino guru have you read the terms and conditions?

22bet claims to have found out on 3/11!!!!

in the terms and conditions, even though I sent an e-mail, it states that the request can be made via chat!!!!

what's the question?

Casino guru já leram os termos e condições?

a 22bet assume ter tido conhecimento a 3/11!!!!

nos termos e condições, apesar de eu ter enviado e-mail, refere que o pedido pode ser feito via chat!!!!

qual é a dúvida???

Hello!

Since the player did not initially contact our responsible gaming/block department directly and the request was submitted during a period of higher-than-usual workload, the processing time did take longer than normal.

Following a detailed review, we confirmed that during the mentioned period only several minor deposits were made, along with a withdrawal. No significant gaming-related harm or substantial losses were identified during this time.

The main amount the player is requesting to be refunded was lost before the moment when an official statement regarding gambling addiction was submitted.

So 22bet had a lot of work to do and I was the one who suffered!

you have to give it back.

if you return it today, for the sake of my mental health I'll take 4000€.

I'm waiting for an urgent reply.

Portanto, a 22bet tinha muito trabalho e eu é que sofri com isso!

têm de devolver.

se devolverem hoje, pelo bem da minha saúde mental aceito 4000€.

aguardo resposta urgente.

Dear NunoPT,

I would like to ask you to reply only to specific questions or share necessary information.

Writing messages without added value makes the thread less clear and actually makes my work more difficult.

Dear 22bet Casino,

According to one of the player’s screenshots, he received confirmation from your support (05/11) that his account is blocked due to self-exclusion.

Could you please comment on that?

Dear Igor,

We would like to clarify that the operator’s response was related to a withdrawal request and was not connected to account blocking. At that time, the player had not submitted any request for account blocking or self-exclusion, either by email or via live chat.

Please also check your email — we have sent you more detailed information regarding this case.

Information should be shared with everyone, just like I did!

Do you have something to hide?

your fault is clear, don't make it up!

casino guru, I think that's enough to close the topic. Heavy penalty for the casino or money back!

A informação deve ser partilhada com todos, tal como fiz!

Têm algo a esconder?

é inequívoca a vossa falha, não inventem!

casino guru, creio que é para fechar o tema. Pena pesada para o Casino ou devolvem o dinheiro!

Dear all,

I would like to inform you that the communication with the casino is now taking place outside of this complaint.

I have requested further clarification and information from the casino.

I will inform you when there is any update regarding this complaint.

Dear NunoPT,

I would like to ask you to reply only to specific questions or share necessary information.

Writing messages without added value makes the thread less clear and actually makes my work more difficult.

Okay, I won't write anything else without being asked.

i don't understand why there are so many opportunities to respond to the casino.

Why don't you be transparent and speak up?

I have always spoken here.

I know, as usual they'll make something up that nobody knows what it is and give 22bet the reason...

Ok não escreverei nada mais sem ser solicitado.

nao entendo porque tantas oportunidades de resposta ao Casino.

porque não são transparentes e falam por aqui???

eu falei sempre por aqui.

ja sei, como sempre vão inventar qualquer coisa que ninguém sabe o que é e dar razão à 22bet…