22bet Casino - Player has been accused of opening multiple accounts.

The biggest thieves, I had betting with them after two months, and when I wanted to withdraw part of the money, the identity verification started, after which they remained silent for 6 days and then they wrote me that they had taken all my winnings. They cited some duplicate accounts as a reason, and I only have one account with them and I never had one with them. They allowed me to withdraw an initial deposit of 21500CZK. If anyone can get you money, please contact me at: dan***ek@seznam.cz

Dear Danča, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs (https://22bet.com/ca/information/rules/2) and I found this:

"37. Upon completion of the investigation, the company can make any decision that it deems to be fair and reasonable:

to block (close) the account (including any duplicate accounts), which may entail:

all bonuses, free bets and winnings received from those bonuses and free bets when using this duplicate account becoming void and lost to you

at our sole discretion, to cancel all winnings and refund the balance of your account at the start of the investigation (minus any canceled winnings) made from your main and duplicate accounts. We also have the right to refund any amounts that are owed to us in connection with this duplicate account, directly from any of your accounts (including any other duplicate account).

At our sole discretion (in exceptional cases), to allow the continued use of the main account and recognize it as valid, while all bets placed by you from the duplicate account will be void, the duplicate account(s) will be blocked and/or canceled by decision of the company (the decision is made for each particular case individually, according to the extent of the violation)."

Is there any chance, that someone from your household or using the same IP address has created an account at this casino too?

Have you accumulated your winnings with or without an active bonus?

Looking forward to hearing from you.

Best regards, 

Kristina

Hello, this is exactly the part of the conditions they sent me as a reason to cancel all winnings.

No one in my family, neither on my phone nor on our private internet, has ever bet on this company.

They asked me during the verification if I know one person, I wrote that yes, he is a friend who recommended them to me, when I asked him where to bet abroad, where there is a wider offer than in the Czech Republic, when I contacted him yesterday , so he told me that he was banned from betting a year ago, so I guess they came to the conclusion that he probably opened an account for me, but in addition to meeting him once a month in a pub and my late friend worked for him as a chef, so what in terms of IP address, etc., I only bet at home and I certainly have no conclusive connection like IP, device, family member. In my opinion, only on the basis that I know the person who was banned from betting, they took all my winnings.

I read all the conditions, I did not use the bonus, I refused it right after registration, no one in the family bet on them, the device and IP are also "unique".

Thank you for your reply, Danča. Would you be so kind and forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru. Thank you in advance.

Thank you very much Danča for your email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Danča,

I looked at your complaint and will do my best to help you. I would like to invite 22bet Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Hello, thank you, just to be clear, I can log in to my account, but all my bets went wrong and took all my winnings, so my balance only changed to the value of the money I could withdraw.

We would like to ask the 22bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint at the request of 22bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello, we apologise for the long reply.

Account closed according to our casino rules for multi-accounting that was detected by the security system. Detection is based on the device and style of play.

This is a gross violation of the rules of our platform, for which the account is blocked immediately.

Thank you for the clarification. However, I will need some proof to confirm this. Could you please send me the evidence regarding this case to matej@casino.guru?

Hello! We've e-mailed you)

Could you please provide me with more details? (info in the mail)

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Unfortunately, the evidence received from the casino was insufficient. Therefore, I am closing this complaint as unresolved.

We’ve reopened this complaint at the request of 22bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Danča,

The casino has informed us and provided evidence showing that the same device ID was used for two accounts (yours and the player in question). After examining the timestamps, it is evident that both accounts were accessed from the same device within a short period. Given this evidence, I support the casino's actions in this instance.

Dear Danča,

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.

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.