22bet Casino - Player's account has been compromised and funds are delayed.

Hello,

Somebody broke into my computer, hacked my facebook and e-mail. Also he log into 22bet account and try to withdraw money. To do that, he I think write down his data, but he failed to withdraw money, because 22bet want extended verification. Now I want to change that data to my and withdraw my money, but I can't because casino are saying that, there is no reasons to believe that account is mine even though I am sending screenshot from the account, screenshot of deposit in cryptocurrency and my ID card. Please help me I don't want to lose my money.

Dear szymulkakochana,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 22bet Casino.

The personal information you use when creating an account must match the personal information from your documents. When attempting to register in a casino this is the information that is required to enter when making registration:

• Please allow me to ask you a few questions, so I can better understand the situation. 
• When have you registered in the casino?
• When have you made deposits in the casino?
• Have you used the correct personal information when registering?
• What information is entered in your player profile and since when?
• You can share screenshots here or send the information to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

I understand your frusration.

I apologize, but in the event that your login has been compromised, there is limited action that we can take. Regrettably, cyber crimes are becoming increasingly common, and our best advice to all players is to exercise additional caution with regard to suspicious emails and safeguarding their login details.

Could you please forward the player's history and the authorization journal (records showing from which IP addresses players accessing their accounts) to my email at tomas@casino.guru

I sent you requested things.

Dear szymulkakochana,

• Have you received a notification about the change of personal information on your player's account?
• Have you received a confirmation email regarding the registration of your player's account on your email initially? Could you please forward the introductory (welcome) emails you received from the casino to my email at tomas@casino.guru?

Thanks in advance for your reply.

No, I don't receive notification that information on my account has been changed.

I forwarded you all introductory e-mails.

Thanks for your reply.

Based on the presented evidence we can't argue to the casino you entered correct personal information initially and this was changed by someone else. 

In your communication with casino support, you use the nickname that is filled out as the 'incorrect' name in your player profile.

As such we can't ask the casino to conduct any action to remedy your situation.

You should always use the correct personal information when registering an account. If you notice you made a mistake you should inform the casino about the mistake before depositing and playing. Otherwise, your verification and payout of your winnings might fail.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I'm 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.