22Bet Terms and Conditions Violation

*IMPORTANT NOTE: This complaint is filed against 22bet. Due to a technical bug in the dropdown menu, I was unable to select the correct operator and was forced to select Marathonbet to proceed. Please reassign this case to 22bet manually.*

I am filing this formal complaint against 22bet for a severe breach of their Responsible Gaming Policy and failure to protect a vulnerable player, in direct violation of their own Terms & Conditions. My gambling problem was clearly manifested to the operator on multiple occasions, triggering their contractual Duty of Care which they negligently ignored.

The clear signs of my financial distress and loss of control began on November 13, 2025, when I contacted support specifically requesting a deposit limit of €5/month. This was not a standard request but a cry for help. Furthermore, on November 20, I explicitly admitted in chat that "I deposit too much". Despite these red flags, the operator failed to intervene. The definitive manifestation of my addiction occurred on November 26, 2025, when I formally requested a "10-year ban". In the gambling industry, such a request is universally recognized as a self-exclusion due to addiction. By ignoring this request, 22bet violated Section 2, Paragraph 3 of their General Terms, which explicitly states that "individuals who have problems with gambling addiction" are prohibited from placing bets.

Instead of protecting me as mandated by Section 20 (Responsible Gambling) and Section 2, Paragraph 49 (Self-Exclusion), the casino kept my account fully active. Consequently, I was able to continue playing and incurred net losses totaling €1,194.00 between November 26 and December 7. These losses are the direct result of the operator ignoring my clear manifestations of problem gambling. The account was finally blocked only on December 7, a full 11 days after my explicit 10-year ban request, proving the delay was negligent. Since my formal refund request on December 8, 22bet has ceased all communication, violating the Dispute Resolution process outlined in Section 22.

Therefore, I demand the refund of €1,194.00 (net losses), representing the funds lost after the casino violated their own rules by failing to act on my clear manifestations of gambling addiction and my request for a long-term ban.