The player from Czech Republic had reported that his account had been blocked without any explanation, which prevented him from withdrawing his funds. The player had made successful deposits and withdrawals in the past. When he had tried to contact the casino, his emails had not been sent, and he had received no communication from the casino regarding the issue. The casino, however, had claimed that the player's account was not blocked and that a standard verification procedure was in place for all players. The player had maintained that he was not notified about this procedure and that it was unfair to allow deposits but block withdrawals. The Complaints Team had explained that such verification processes were common in the industry and necessary for security reasons. Despite the player's dissatisfaction, the team had found no unfair treatment and had suggested the player write a user review about his experience. The complaint had been closed as 'unresolved' as the casino had more than 15 cases marked “No Reaction Policy.”
22bet Casino - Player's account has been blocked.
Amount: 12,000 Kč
22bet Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Good day
There was no problem with depositing or withdrawing money during the entire game. Although no large amounts, but everything OK. One day I deposited around 12000 and when I went to withdraw the small minimum I found my withdrawals blocked. No one informed me about anything and it was possible to deposit money. If I knew about it, I wouldn't bet. I know that the problem will probably be due to another VPN, which I have thanks to reviews so that such a case does not happen. If I accidentally played with another VPN, I played with my money and didn't use bonuses or anything, just my deposit. If they had informed me about this, I would have acknowledged my mistake and agreed to eventually cancel the account. Thanks to this, I was putting in money unnecessarily without knowing the impossible withdrawal. I think that was the intention.
Dear gabrielbotoscz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have made successful withdrawals before? Did you pass the KYC verification before the casino blocked you?
Do I understand correctly that you have not received any explanation from the casino? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Hello, there is no communication, I tried to contact them but the email was not sent. And I looked to see if they contacted me somehow, but nothing. I have made deposits and withdrawals in the past without any problems. Then I deposit without knowing that I have blocked withdrawals.
Dear gabrielbotoscz,
Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice of 22bet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from 22bet Casino. I wish I could be of more help.
The casino can 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, I would be happy if the matter was resolved. At best returning some capital as well. thank you very much
Dear gabrielbotoscz,
Thank you for your message. We would like to clarify the situation regarding your account.
Your account has not been blocked. In accordance with our rules and security policy, we have a standard verification procedure for all players. This procedure not only ensures the security of your account but is also standard practice in the online gambling and betting industry.
We apologize if there is any misunderstanding in this situation. It is important to note that verification policies and procedures are applied equally to all of our players and are an integral part of our security policy.
We appreciate your understanding and stand ready to provide you with all the support you need with the verification process and any other issues you may encounter.
Should you have any further questions or queries, do not hesitate to contact us.
My account has been verified. I deposited and also withdrew money. One day I deposited money, but without any notification they could not be withdrawn. If I received a warning right away, I would not deposit any more money. I only found it after some deposit when I already lost some money there. It's unfair. One should be warned. I don't understand why money was deposited but not withdrawn, it seems like a trap for players. You can't appreciate my understanding because I don't have it.
Dear gabrielbotoscz,
It is quite common for casinos to initiate a Know Your Customer (KYC) procedure when certain significant events occur. In your case, it could be a large deposit or the use of a VPN. Regardless of the triggering event, the important thing to note is that this is a standard practice for all casinos, and you are required to complete the KYC process in order to withdraw your funds. Sometimes, this process may need to be repeated. I apologize for any inconvenience caused, but the statement made by the casino representative is correct, and you are not entitled to a refund.
I understand that you may feel frustrated when your email goes unanswered or fails to send. However, in this situation, I recommend trying to contact the support team through alternative means.
Dear gabrielbotoscz,
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.
I should receive information that some procedure awaits me. How to block my withdrawals without any contact with the fact that the deposits are working? Honestly, I don't know if it looks okay to you. They always inform you in advance at the bank or wherever possible.
I will explain the situation with your bank example. Imagine you're a regular bank customer making monthly withdrawals of around €600, mostly in smaller amounts between €50-€100. Suddenly, you want to withdraw a higher amount of €5000. The bank blocks your card and asks you to confirm the transaction. This is standard procedure and has happened to me many times. The same could happen when you're on holiday, especially in exotic countries. If you try to withdraw from a local ATM, the bank is likely to block your card. In such cases, the bank won't call you to ask about the withdrawal, but you need to contact the bank. I understand it's frustrating (it has happened to me several times on holiday), but these are common practices to prevent crime.
Before your withdrawals were blocked, you made a significantly higher deposit, which might trigger the KYC verification procedure. This could happen at any casino. All you need to do is pass the check, and you are free to make withdrawals again. I'm sorry for the inconvenience, but we can't punish the casino for being responsible and conducting these checks.
It's the same as asking for compensation because you were chosen for inspection at the airport. This might happen to anybody.
It seems to me that I am writing to AI people here 😀 I have been depositing and withdrawing for half a year, thus I had a verified account. One day it was possible to insert, but without some information it was not possible to withdraw. Don't talk about it and it will close. I understood every message from the beginning. Casino gave me a totally stupid explanation and mainly not related to my topic. And you give me a comparison with the bank. I deposit money into my bank account and the bank would forbid me to withdraw it without any information? Stand with your feet on the ground. Everywhere in the casino, you enter contact information, the smallest information could come. With god.
Dear gabrielbotoscz,
I'd like to clarify: If your account has been blocked from making withdrawals and you stopped playing with 12k CZK, and you still have that amount in your account and want to withdraw it, I will gladly assist you with that.
If you lost money at a casino and are now complaining that you couldn't withdraw it at that time, I'm afraid I can't help you. The KYC procedure is not the same as account verification, and some casinos have different levels of verification requirements based on the amounts a player is gambling with.
I agree that a good casino should inform you, but consider the safety index which this casino has.
What I'm saying is that if you lost money through gambling, what you have is not a complaint but more likely a user review, which you can submit here: https://kasinoguru-cz.com/22bet-Casino-recenze#/reviews/guide
Dear gabrielbotoscz,
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.
Right, I'm interested in information. If I knew I couldn't withdraw, I wouldn't deposit. Simple psychology. I don't need a refund, I certainly wouldn't see you. I just want the casino to admit a mistake and it was not my fault if I did not receive a single piece of information and it was not sent to my email because the email did not exist. So I will be happy if the next players see it and change their mind about entering the casino.
Dear gabrielbotoscz,
I understand that the situation you were in was unpleasant. However, we are considering if something unfair happened to you. You didn't need to spend your money in the casino. If you realize that you have a problem withdrawing them, you should stop playing and ask for help. If the casino didn't respond to your email, then you should try other options (chat, phone, or contact us).
If you want to share information about terrible support (you are not the only one complaining about it), please write a user review. Other players will appreciate it.
Unfortunately, I must reject this case because there is no ground from a fairness point of view in this case.
As I mentioned, many casinos have payment methods available only for deposits or withdrawals. Casinos may trigger some verification checks at any time. The check may be triggered by reaching a certain lifetime deposit, a larger deposit, a larger withdrawal, etc. All these checks are required by law.
