20Bet Casino - A conta do jogador foi encerrada somente após repetidas solicitações.

Hello, I would like to start by saying that I have been a self-excluded player from online gambling in Italy for over 2 years.

On the website in question, on January 8th, after losing a substantial amount of money, I sent an email requesting the closure of my account. They responded by offering me a bonus. In the following days, I continued to deposit money into their casino, repeatedly asking for the account to be closed (also specifying that I was losing a lot of money and could not afford it), but they continued to ignore my request and kept offering me bonuses that compelled me to keep playing! Finally, after 15 long days of continually specifying that I have a gambling addiction and a condition, they permanently closed my account.

I am here to ask for your help, as I believe I am entitled to a refund of all deposits made after I requested the account closure, which I have calculated to be €6,670.

I can forward all the emails.

Thank you.

Salve, premetto che sono un giocatore autoescluso dal gioco a distanza in Italia da oltre 2 anni.

Sul sito in questione nel giorno 8 gennaio, dopo aver perso una somma di denaro sostanziosa, invio una e-mail dove chiedo la chiusura del conto. Loro mi rispondono proponendomi un bonus. Nei giorni successivi io continuo a depositare sul loro casinò chiedendo ripetutamente la chiusura del conto gioco ( specificando anche che stavo perdendo molto denaro e non potevo permettermelo ) ma loro continuano a ignorare la mia richiesta proponendomi continuamente bonus che mi obbligano a giocare! Fin quando dopo 15 lunghi giorni specificando ancora una volta di essere dipendente dal gioco e avere patologia mi chiudono definitavemente il conto.

Sono qui per chiedervi di aiutarmi, in quanto credo che mi spettano di diritto il rimborso di tutti i depositi effettuati nella data successiva alla richiesta di chiusura del conto gioco e che ho quantificato in 6670€ .

Posso girare tutte le email.

Grazie

Dear dagoanto97, 

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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hi Veronica, I forwarded the emails to you.

Ciao Veronica, ti ho girato le e-mail.

Thank you for your emails. However, in the messages I received from you, you did not mention that you requested your account to be closed due to gambling addiction. Please note that we can only assist in requesting a refund of lost deposits when a player explicitly states their gambling addiction and requests self-exclusion, but the casino fails to act on this request.

If you can provide evidence of such a request, we would be happy to further investigate your case.

Thank you for your understanding.

I clearly wrote that I was playing a lot of money and I couldn't afford it, in the meantime I was a self-excluded addicted player from Italian sites. What does this mean? I requested closure which was not taken into consideration even though I was a self-excluded player

Ho scritto chiaramente che stavo giocando molti soldi e non potevo permettermelo, nel frattempo io ero un giocatore con dipendenza autoescluso dai siti italiani. Questo cosa vuol dire? Ho richiesto la chiusura che non è stata presa in considerazione nonostante fossi un giocatore autoescluso

Thank you for your reply.

Please note that 20Bet Casino operates under a license issued by the Curacao Gaming Control Board and is not licensed by ADM, which means that the casino does not have access to the self-exclusion register valid in Italy. This is an important point to consider when addressing self-exclusion issues in this jurisdiction.

As I mentioned in my previous response, we are only able to assist players who explicitly state gambling addiction as the reason for their account closure request. If you have evidence that you informed the casino about your gambling problems and requested self-exclusion, yet they did not close your account as required, please provide this evidence. Without such documentation, we are unable to assist in this case.

I understand that this may be disappointing, and I truly wish we could do more to help. Please let me know if you have any further questions or additional information.

Dear dagoanto97,

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.