Home Complaints 22bet Casino - Player’s deposit refund has been delayed.

Amount: €8,700

22bet Casino - Player’s deposit refund has been delayed.

22bet Casino
2.5/10 Very Bad reputation
Submitted: 03 Jun 2020 | Unresolved : 19 Jun 2020
Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

364 days ago - 19 Jun 2020

The player from Portugal is claiming a refund of his deposited funds. We closed the complaint as ‘unresolved’ because the casino failed to reply.

Public
Show English translation Show Portuguese original

I have not yet received the deposited amount returned to my account:


As stated in our General Terms (chapters 34 and 35): "Each registered customer can have only one account. Customers can register only one account per family, address, email address, IP address, credit / debit card, electronic wallet or electronic payment method. People otherwise associated with a customer will not be able to register on the site. "

"In the event of

- duplicate registration (including registration with a new name), sending someone else's documents, invalid or forged (including those that were edited using any type of software or graphic editor)


- multiple violations of the betting company's T&C

- doubts about the customer's identity or the information he provided (address, credit / debit card details, other data)

After a player's violation of the rules was determined during the verification procedure, all player bets were settled with odds of 1 and the total deposit amount was returned to the player.


Best regards,

22bet

Automatic translation
Public

Dear Jorge,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that you have registered an account from the same IP address as another player? Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Public
Show English translation Show Portuguese original

Yes, that's what happened. I only intend to receive my funds that I deposited. Thank you I will forward

Automatic translation
Public

Thank you very much Jorge for providing all the necessary information via email. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public

Dear Jorge,


I am very sorry to hear about your issue.

I would like to ask the casino if the player is entitled automatically for the refund of the deposit when his account was closed? What exactly should the player do in order to get his deposit back?

Public

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’.

Public

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

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 reopen this complaint anytime.