The player from Italy had encountered account closure after requesting self-exclusion, without receiving a response from the casino. Despite depositing money, the account was closed two days later with the funds remaining inaccessible, and there had been no response from support in four days. The issue was resolved after the player was able to re-enter the site and withdraw his funds. We closed the complaint as resolved following the player's confirmation.
22bet Casino - Player's account has been closed after self-exclusion request.
Amount: €113
22bet Casino
Safety Index:Above averageSafety Index
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7.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
Good morning, after requesting self-exclusion and not receiving a response, I deposited money into the casino 22bet. Two days later, out of the blue, my account was closed with my money still inside, and I wasn't given the chance to withdraw it. I sent emails to the correct support contacts but haven't received a response in 4 days.
Automatic translation:
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1 month ago
Dear ammiratimanuele,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 22bet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please specify the reason for requesting a self-exclusion? Would you be so kind as to forward the requests that you sent to the casino? My email address is tomas@casino.guru Include any supporting evidence as well.
- Could you please confirm how much you deposited in the casino after requesting the self-exclusion?
- Could you please confirm what your withdrawable balance in the casino was before your account was blocked?
- Have you received any response or explanation of the casino's actions?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Translation
Good morning I have no screenshots to prove my balance in the account because it was suddenly closed without the possibility of returning to withdraw my money. I had requested a self-exclusion 2 days before without receiving a response so I loaded some money the next day to be able to play. I lost 300 euros but won around 100. Then out of the blue my account was closed. I have been trying to send emails for 4 days now without receiving any response. That money in the account is mine and I would like to withdraw it.
Automatic translation:
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3 weeks ago
Dear ammiratimanuele,
- Have you received any response from the casino since your last post?
- Have you previously completed account verification?
- Is there any indication the casino will return your 113€?
- Please forward to me your most recent emails sent in an attempt to contact the casino or any other supporting evidence. My email is tomas@casino.guru I apologize for the inconvenience.
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3 weeks ago
Translation
Good morning, the case has been resolved. I was able to re-enter the site and withdraw funds. Thank you very much
Automatic translation:
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2 weeks ago
Dear ammiratimanuele,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
