22bet Casino - Jogador busca indenização após autoexclusão frustrada.

Good morning, some time ago I requested self-exclusion from the site and threatened suicide multiple times. No one listened to me for months until I succeeded. During those months, I lost a lot of money and ruined myself. Now I am asking for damages, which I quantify to be at least 10,000 euros.

Thank you

Buongiorno, tempo fa avevo richiesto l'autoesclusione al sito minacciando il suicidio più volte. Nessuno mi ha mai ascoltato per mesi fino a quando ci sono riuscito. In quei mesi ho perso parecchi soldi e mi sono rovinato. Ora chiedo il danno che quantifico in almeno 10.000 euro.

Grazie

Dear Filippo00000,

Thank you for submitting your complaint, and I’m sorry to hear about the difficulties you’ve encountered with 22bet Casino. Before we proceed, I would like to ask you a few additional questions to better understand the situation.

• When did you first request self-exclusion?
• Did the casino ever respond to your request?
• Additionally, would you be able to forward the self-exclusion requests you sent to the casino to nikolas.b@casino.guru for further review?

I look forward to your response.

Kind regards,

Nick

HI,

I sent you the email.

Thank you

Ciao,

ti ho mandato la mail.

Grazie

Dear Filippo00000,

Unfortunately, in none of the email communication did you mention having any issues with gambling or addiction. Even when the casino asked you directly, there is no visible response addressing this.

Could you please confirm when exactly your account was closed? Please note that no refund is available unless gambling issues were explicitly mentioned beforehand.

I look forward to your response.

Kind regards,

Nick

Forgive me, in the emails I mention suicide and the provider, under my threat to go to Curacao, refunded me the bets, about 8000 euros. Do you think this is the behavior of someone who thinks they are not in the wrong? I am starting to think that it is you who do not want to help.

Perdonami, nelle mail menziono il suicidio e il provider, sotto mia minaccia di interpellare Curacao, mi ha risarcito le giocate, circa 8000 euro. Pensi sia il comportamento di chi pensa di non essere nel torto? Incomincio a pensare che siete voi a non voler aiutare.

I sent you another email, let's see if you ignore this one too

Ti ho mandato un'altra mail, vediamo se ignori anche questa

Dear Filippo00000,

The key point was to mention gambling addiction, which you did address in the emails provided. While threatening suicide can sometimes be a sign of deeper issues, it is not always indicative of addiction—some players may unfortunately use such statements in hopes of receiving special treatment from the casino.

Since you mentioned addiction in your last email, I will be forwarding your complaint to my colleague Michal (michal.v@casino.guru), who will be taking over and assisting you from here.

I wish you the best of luck in resolving this matter.

Best regards,

Nick

Hello filippo00000,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 22bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello!

We would like to clarify this case. The player's account was closed due to gambling addiction. On the 8th of July 2024, more than 8,000 euros were returned to him. On our side, all obligations have been fulfilled.

Good morning,

as you can see the account was closed 4 months after my request. I am claiming damages.

Thank you

Buongiorno,

come vedete il conto è stato chiuso 4 mesi dopo la mia richiesta. Pretendo i danni.

Grazie

Hello filippo00000,

Your comments have been carefully reviewed, and we have considered all the facts presented during the proceedings. We have also already compensated you in full.

Sorry, that's not the case, now everyone here knows that:

1 for 4 months you ignored my request for self-exclusion

2 for 4 months you ignored my request for help because I am a compulsive gambler

3 for 4 months you ignored my suicide threats.

There are 2 options:

1 will you compensate me for the damages as per my request which I quantify at 10,000 euros, yes, it is your fault that I have ruined my life

2 do not refund me and all players will know that you are scammers who have not respected the principle of safe gaming and that this site agrees with you. In this case I will report to the authorities to investigate.

Thank you

Mi spiace non è così, ora qui tutti sanno che:

1 per 4 mesi avete ignorato la mia richiesta di autoesclusione

2 per 4 mesi avete ignorato la mia richiesta di aiuto in quanto ludopatico

3 per 4 mesi avete ignorato le mie minacce di suicidio.

Le opzioni sono 2:

1 mi risarcite i danni come da mia richiesta che quantifico 10000 euro, si per colpa vostra mi sono rovinato la vita

2 non mi risarcite e tutti i giocatori sapranno che voi siete dei truffatori che non hanno rispettato il principio di gioco sicuro e che questo sito è d'accordo con voi. In questo caso segnalerò alle autorità per indagare.

Grazie

Hello!

We would like to provide an official explanation regarding the situation with the player who mentioned potential suicide in an email to the VIP manager. The player did indeed make such a statement, which, unfortunately, was not addressed on time. This was our mistake. We acknowledge that we should have taken immediate action and closed the player’s account due to signs of gambling addiction.

After the player’s subsequent contact, we thoroughly reviewed the request, identified the staff mistake, and took all necessary steps to rectify the situation. We apologized to the player and refunded all losses incurred since the moment of their first mention of suicide, thereby fully compensating them for their losses during that period.

However, the player is now demanding an additional compensation of €10,000, despite having already received a full refund of all losses. Our company has taken all appropriate measures, fully addressed the player’s concerns, and resolved the issue. Therefore, further compensation is not justified.

After the admission of guilt, I ask that a pro bono pacis compensation be agreed. Otherwise I ask that Curacao be involved in this report, in order to submit the matter. I think that what you see above is very serious and Curacao must make decisions regarding the license of these gentlemen. I also asked via email (I have proof) to remove my name from all casinos with a Curacao license, I was assured but never done. I now ask that my rights be respected, otherwise I will publish everything on trustpilot and on all social media against the casino and against you who do not protect me.

Thank you

Dopo l'ammissione di colpe, chiedo che venga concordato un risarcimento pro bono pacis. In caso contrario richiedo che venga coinvolto Curacao, in questa segnalazione, in modo da sottoporre la questione. Penso che ciò che vedete sopra sia molto grave e Curacao debba prendere decisioni relative alla licenza di questi signori. Avevo anche chiesto via mail (ho le prove) di rimuovere il mio nominativo da tutti i casino con licenza Curacao, mi era stato assicurato ma mai fatto. Chiedo ora che i miei diritti vengano rispettati, in caso contrario pubblicherò tutto su trustpilot e su tutti i social contro il casino e contro voi che non mi tutelate.

Grazie

Dear 22bet Casino,

Do I understand correctly that you have refunded the player all of their deposits (in the amount of 8000 euros) that they made since their first mention of suicide?

The money was much more, I want Curacao to be involved, let's see if the behavior is not serious. For 4 months I got into debt and my debt skyrocketed. There is much greater damage also because they allowed me to register on other portals both of their group and of other groups despite having assured me of self-exclusion. Casino Guru whose side are you on? Do you involve Curacao or do I have to report you too?

I soldi erano molti di più, voglio che venga coinvolto Curacao, vediamo se il comportamento non è grave. Per 4 mesi mi sono indebitato e il mio debito è salito alle stelle. Ci sono dei danni ben più grandi anche perché mi hanno permesso la registrazione su altri portali sia del loro gruppo che di altri gruppi nonostante mi avessero assicurato l'autoesclusione. Casino Guru da che parte state? Coinvolgete Curacao oppure devo denunciare anche voi?

Dear Michal,

Yes, we confirm that the player has been refunded all deposits made since the first mention of suicide. If you have further questions, please do not hesitate to contact us - we are always ready to help.

I want Curacao to be involved so that they sanction 22bet for what they admitted and suspend their license. It is unacceptable that despite the serious things they admitted, no measures are taken and I do not obtain compensation.

Voglio che venga coinvolto Curacao affinché sanzioni 22bet per quanto da loro ammesso e sospenda la loro licenza. È inammissibile che nonostante le cose gravi da loro ammesse non vengano presi provvedimenti e io non ottenga il risarcimento

I bring to the attention of all players, stay away from 22bet. As you can see they took advantage of my illness by stealing my money. Share this situation on all channels. No one should give in to these scammers. I am also very disappointed by casino guru, you say you want to protect players and yet in the face of a serious situation like this you do nothing.

Sottopongo all'attenzione di tutti i giocatori, state alla larga da 22bet. Come vedete hanno approfittato della mia malattia rubandomi i soldi. Condividete su tutti i canali questa situazione. Nessuno deve cedere a questi truffatori. Sono molto deluso anche da casino guru, dite di voler tutelare i giocatori eppure difronte ad una situazione grave come questa non fate nulla.

Dear everyone,

I am closing this case as there was a complete refund of deposits since the player mentioned suicide (even if they did not explicitly state gambling addiction). No additional funds should be refunded to players in these cases, but the deposits. Therefore, the additional €10,000 (which was quantified by the player themselves) is absolutely irrelevant in this case and does not mean anything. What was supposed to be returned to the player, were his deposits, and only his deposits.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.