Home Complaints 22bet Casino - Player’s account suspended after the verification process.

Amount: $9,170,000 COP

22bet Casino - Player’s account suspended after the verification process.

2.1/10 Very Bad reputation Submitted: 02 Sep 2019 | Unresolved : 18.12.2019
Our verdict

Insufficient evidence from casino

UNRESOLVED

Case summary

202 days ago - 18 Dec 2019

David found his account blocked after the verification procedure. He received an email from the casino, but his replies are being ignored. We closed the complaint as ‘unresolved’ because the casino failed to provide the required information.

Written by Jozef Krucay
Data and complaints deputy lead
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22bet had me send the documentation required by them, and previously I have made the normal withdrawal of my funds. Even so, an email arrived saying that my account was canceled and now my funds do not want to answer me for them and they ignore my messages.

Automatic translation
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Hello, David.

 

Thank you very much for submitting your complaint through our website. In the e-mail you mentioned, did the casino specify why was your account suspended? Have you successfully passed through the verification process? You mentioned that you’ve already withdrawn money from the casino – was this before the verification procedure?

 

Best regards, Jozef

 

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Previously I sent photos of my identification to verify my account, and I was able to withdraw my funds through Skrill without any problem, even for values higher than what I requested at the end, they told me that the causes for which the accounts were canceled were many and They gave me a list of the terms and conditions where it says why an account was canceled, but they never told me exactly why it was canceled, I also asked for proof of that and they simply ignored my messages. Now I try to log in and he tells me that the password is incorrect, I give him the possibility to forget the password, change it for a new one and still not allow me to access the account now.

The attached image shows the previous withdrawals made that I paid 22Bet.com via Skrill for values higher than even 15,000,000 COP which show that there had to have been a documentary verification prior to this moment for being the amount.

Automatic translation
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Hello, David.

Thank you for providing us with the information we requested. We will now try to get in touch with the casino.

 

Regards, Jozef

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Dear, Jozef, the account was blocked due to breaching our T&C's, this customer got

more than one active account.

And according to out T&C - "Should the bettor commit fraud in respect to the bookmaker (such as the registration of multiple accounts, the use of automated betting software, arbitrage betting, if the betting account is not used for betting, the improper use of loyalty schemes, etc.), the bookmaker reserves the right to stop such fraudulent actions by:
Effective as of  19.10.2016.

 

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Hello, David.

Are you aware of having multiple accounts? Sometimes players forget about this.

Best regards, Jozef

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I never had several accounts with them, I only have my account associated with my only email, david********@gmail.com, so I requested proof of what they say since if so, there had to be I have made both deposits and withdrawals to my own name or with my same ID, which did not happen and that is why I know that they are stealing my money, and now they do not want to answer me for the money that is mine.

Automatic translation
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Hello, 22Bet.

Could you provide us with some evidence to substantiate your claims?

Regards, Jozef

 

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This is my game account that is now denied access to me and its respective balance in COP at the time of the block, additionally my Personal Data of the account and my ID which has been previously verified by them to be able to make the withdrawal of more than 15,000,000 COP additional to more than 11 withdrawals that had been made normally before that, so I know that there had to be one more reason to block my account and that was generating losses to them, and now they decide to steal my money , I have the evidence of all the withdrawals I made normally. In the same way they cannot keep my money because yes, they must be able to demand proof of what they say and they must also return the money they have stolen from me.

Automatic translation
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Hello, David.

 

I edited your response and deleted your proofs in order to protect your privacy.

Regards, Jozef

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Ok, if you also need proof of when the account was blocked, I have a video of the day that was blocked and the account did not allow me to do anything else, as well as the chat with customer service where they tell me to verify the DNI and still block me. I only need my money back and that's it, I clearly never want to use your sports betting service again.

Automatic translation
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Dear casino guru team, we would like to inform you that the decision made 

by our security department is final, and player was informed via email

from security team!

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And where the evidence of what they say is true and they do not seek to keep my money, since I have generated losses and want only to recover what I made them lose by stealing my money, I have every right to have my money returned to me. I keep in mind that canceling it is your decision, but the money is mine and I have the right to have it returned to me where I have always made my withdrawals, otherwise it would be a robbery what you are doing.

Automatic translation
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all you questions you can ask via email - security@22bet.com

directly to our security department.

 

 

BR 

22Bet

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Hello, David.

 

We recommend you to request evidence from the security department of 22bet and inform us about an outcome.

 

Bet regards, Jozef

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I simply use this medium, because I have the proof that I have sent my questions to that email and they are ignoring me, I do not receive any answer, I have waited in each email that I have sent more than 72 hours for their response and none comes, so the solution I need it here with confirmation of the withdrawal of the 9176460.77 COP that were left in my account, you must return them to my skrill account as I have done before in my withdrawals with you, you have no right over my money.

Automatic translation
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David, could you provide us with these proofs, please? 

 

Regards, Jozef

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Here the tests that more than 72 hours ago I have requested the return of the money and the tests and the reason for the cancellation, the only thing they send me is a ticket number and that awaits the response that never came.
Automatic translation
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David, we cannot see that you required proofs in any of your screenshots. Could you request evidence from the casino security and inform us about the outcome, please? You may receive a detailed explanation from the security.

 

Regards, Jozef

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Ok, I just sent an email again making the request they suggest. I await your response and I will give notice to you as soon as I receive it.

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I enclose proof of the email that I sent on September 23 to security@22bet.com making the corresponding request, today September 27, 72 hours later they never answered me as it happened before. I only attach the ticket number that they gave to my request and that was never answered.

Automatic translation
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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’.

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would the complaint be closed and the money would be lost then?

Automatic translation
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David, the casino representative has just informed me that they are still waiting for a response from the security department. If we mark the complaint as unresolved you will be provided with the last possible solution. Let's wait until the time frame finishes.

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Since we haven’t received any new response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

 

The casino can reopen this complaint anytime