22bet Casino - Player's account has been blocked.

Boa noite,

Escrevo aqui por estar desesperado e por ser o único site que vi ser confiável para escrever uma reclamação em relação a esta empresa.

Após pedido rejeitado de levantamento devido a ser necessário enviar documentos, procedi a enviar toda a documentação pedida. Fotos do meu Cartão de Cidadão, screenshots da minha conta Neteller, selfie a segurar o CC e a ver-se o mail enviado pelo departamento de segurança, e por fim perguntaram pela relação com algumas pessoas. Apenas conhecia uma, que se travava do meu primo.

Foi-me indicado por mail, que envio em anexo, que a minha conta tinha sido encerrada por violação dos termos e condições. Mais ainda, no final desse mesmo email, foi-me indicado que podia levantar o valor dos depósitos realizados (como pode ver no screenshot do mail que envio em anexo: "You can withdraw the deposited sum only.").

Eu depositei 1000€, portanto segundo o que me dizem, posso levantar esses mil euros. Não pretendo lucros, quero apenas levantar o meu dinheiro depositado e que o departamento disse que eu podia fazer.

Perguntei ao chat de apoio, disseram-me que tinha de enviar um email a pedir o desbloqueio da conta para proceder ao levantamento, visto que eu não consigo entrar na conta (envio em anexo essa conversa).

No entanto, após mails já enviados e contínuos pedidos de ajuda, não me deixam entrar na minha conta e levantar o MEU dinheiro, o dinheiro que eu depositei.

Ficarem-me com os lucros, entendo. Ficarem-me com o meu dinheiro, é puro roubo.

Agradeço toda a ajuda que for possível ser feita. Estou sinceramente desesperado.

Obrigado,

Rafael N****.

ID da minha conta 22Bet: 229**7427‬

Email: rafaaa_*****@hotmail.com

Dear Rafael, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found the term the casino is referring to:

"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 also created an account at this casino? Additionally, if there is any other relevant communication between you and the casino other than in the attached screenshot, please forward it to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you.

Best regards, 

Kristina

Hello Kristina,

I can write in English so you don't have to translate.

My cousin has an account on this casino, and sometimes we're together, probably it was because of that. But I'm not contesting that, I only want what is mine. If they want to have my winnings, I respect that, I only want the sum I had deposited. My 1000€.

That's what they said on the final closing account email: "You can withdraw the deposited sum only." I know a lot of this cases, and the casino always, always, let people withdraw the deposit sum they made. Also checked on previous complaints and that's always the result, they let the client withdraw the deposit.

I'm sending their final email again so you can check I'm not lying, those were their words! At the communication I had on the website, that I sent on my previous comment, the support told me to email the security department asking to withdraw that sum, because they had told me that I could do it. The deposit I made is my money, not theirs. It's a clear theft!

On the Terms you have sent, it also says "to cancel all winnings and refund the balance of your account at the start of the investigation (minus any canceled winnings)". This investigation started when I tried to withdraw my 1169,78€ balance, so the balance of my account minus any canceled winnings is my 1000€ that I had deposited!

Please, help me.

Yours sincerely,

Rafael.

Thank you very much Rafael for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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 Rafael,

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?

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. 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 thank you for your feedback and would like to confirm that the player's account has been blocked in accordance with our rules and security policy. During the course of the verification process, it was found that there was a violation of the rules, including the creation of duplicate accounts.

In addition, the player's total withdrawals did exceed the amount of his deposits.

Our terms and conditions require us to enforce fair play and prevent potential fraudulent activity.

Hello Rafael,

As the casino representative mentioned, if the total amount you have withdrawn exceeds the amount you have deposited, the casino is not obligated to provide any further returns. I apologize for any inconvenience caused.

Dear Rafael ,

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.

Based on the casino statement and the player's lack of response, we have decided to reject this complaint.