Violation of Basic Responsible Gaming Policy

Based on the evidence presented from player, we could confirm the following facts:

1/ Player requested self exclusion from 2winbet Casino on August 14th at 01.20. The casino system displayed that the self exclusion period is set.
2/ Despite the successful self-exclusion end /as displayed by the casino system/, player was then been able to make further deposits as follows - 360 euro at 11.45, 390 euro at 12.09 and 500 euro at 12.42.

According to casino, player was supposed to request self-exclusion via sending email to specified address as this was the only way specified in casino terms and conditions and therefore, the above mentioned self exclusion procedure was not a legitimate one. However, we would like to point out two key moments concerning casino statements:

1/ Casino claims that there is only one legitimate procedure for requesting a self exclusion agreement, but then they left the option of requesting a self exclusion using the casino software under My account options to work. It was casino management's obligation to apply Responsible Gaming policy in a way which could not be considered as misleading.

2/ The Responsible Gaming Policy used by 2winbet Casino is not a valid part of their General Terms & Conditions, but a part of the casino FAQ stated on their website. There is a huge difference between FAQ and official Terms & Conditions, signed and accepted by any player who register at the casino.

Despite all the aforementioned facts and the obvious lack of adequate actions towards Responsible Gaming appliance on behalf 2winbet Casino, they refused to take responsibility and to refund players deposits made after the 'successful' self exclusion procedure /as reported by their own casino system/. Therefore, we consider this case as Unresolved.

The complaint is now officially closed.

We can not understand why you continue to analyze an issue that is close to us. The decision is final and always acted in accordance with the terms and conditions given on our website.

Special Regards,
2winbet Team

We invite both parties to present evidence regarding this case. Evidence need to present clearly when exactly a self exclusion has been requested and when subsequent deposits were made.
All relevant documents please send to the AG Complaint Department at suppor­t@a­skg­amb­ler­s.com

Dear Ask Gamblers, please could your team look at the evidence presented from both sides and help to settle this dispute. Initially I could not find the terms and conditions of 2winbet as there is not a direct link to them. You have to click on 'frequently asked questions' to be directed to them. There is a separate link in respect of responsible gaming and the last line says "for your self-exclusion, when you wish, please inform us by email for the complete closure of your account". I didn't have need to look at the frequently asked questions when I decided to self-exclude because the self-exclusion link was in the 'my account section' of the site. I used the link and opted for a one year self-exclusion which was confirmed as set. I didn't want to close my account (I have learnt over the years that self-exclusion and account closure are two separate and completely different procedures). If I had not found the link for self-exclusion then I would obviously have emailed support to request this. I would just like to add that there are no instructions in the terms and conditions advising how to set limits on an account, presumably because the link for setting limits can also be accessed through the 'my account' section. I was misled to believe that I had self-excluded and this is why I submitted a complaint. Kind regards, Patricia