The player from Greece had faced account closure after his wife had opened her own account. Despite a promise from the casino to refund any deposits made, these funds had not been returned. The player had claimed that they had separate accounts and had not used any bonuses. However, the casino stated that the player had violated the rules by engaging in multi-accounting. The casino had provided evidence to support its claims. After reviewing the evidence and considering the player's admission of using the same device and IP address for both accounts, we concluded that the casino had acted correctly according to its terms and conditions. The complaint was thus rejected as unjustified.
22bet Casino - Player’s refund after account closure has been delayed.
Amount: €50
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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10 months ago
Translation
After the unwarranted closure of my account, just because my wife opened her own to participate in the games, they distinctly informed me via mail that following a review, any deposit I made would be refunded, excluding any potential bonus winnings, etc. These funds were never returned to me.
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10 months ago
Dear spymcpe,
Thank you very much for submitting your complaint. I'm sorry to hear about your withdrawal issue following the closure of your account due to your wife's account opening.
To better understand and address your situation, could you please provide additional information?
- Can you share the date when your account was closed?
- What was the total amount of deposits you made, and do you have any transaction details, such as dates and amounts?
- Was your account fully verified before your wife created her account?
- Were there any bonus winnings or other funds in your account at the time of closure? If yes, can you specify the amount and any relevant details?
If you wish to forward any relevant communication, my email address is petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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10 months ago
Translation
The accounts were closed yesterday 20/01 without any reason, simply because they called them duplicates while each of us had our own separate account..how else can we play etc. or is it forbidden because we are married?..My wife's winnings were taken away and they returned her her initial deposit while me who had a deposit of 50 euros that was made on 19/01 which of course I also have the bank receipt, without profits and bonuses they never returned it to me..Yesterday both me and my wife were asked for multiple identification emails which we immediately sent with identity cards, selfies, everything.. In fact, shortly before my account was closed, I made a withdrawal request that was rejected and shortly after that they falsely sent me an email saying that I had withdrawn my deposit.. I have already informed them that I will proceed with a complaint in EEEP not for the 50 euros but for their general behavior..
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10 months ago
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A complaint must be made by me, not for the amount, but so that others like us do not step on it, gt with the same logic, when they see some people having profits, they will close accounts with the way I want and will remove profits and christen the accounts duplicate. .
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10 months ago
Thank you very much, spymcpe, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
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One last thing to note that this also shows that there was absolutely no reason for them to close our accounts nor illegally withhold my deposit money..Supposedly companies look for duplicate accounts and close them because many do this to take advantage signup bonus offers etc..Both me and my wife who plays casino and gambling as a hobby very often, we both refused and turned down ALL the signup bonuses..
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10 months ago
Hello, spymcpe,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 22bet Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear 22bet Casino team,
Could you please explain the player's situation in more detail? Assuming all of the above fits with what actually happened, when will the refund of the complainant's deposit be completely processed if it has not been yet? What is the estimated time frame for crediting funds back to his payment method?
In case things happened differently, can you set it straight?
If we are talking also about a breach of other of the casino's Terms and Conditions, is the casino able to substantiate it with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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9 months ago
Hello!
In this instance, the player has violated the casino's rules (they were found to have engaged in multi-accounting) and, as per our policies, their account has been blocked. As per the rule regarding such infractions, all winnings derived from both the primary and duplicate accounts will be voided, and the account balance will be refunded as of the commencement date of the investigation (with canceled winnings deducted).
The player won more than he deposited, no deposit refunds are applicable in this case.
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9 months ago
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In which multiple accounts, 2 were the accounts, mine and my wife's.. They also asked my wife about 5 unrelated names if she knows them in them and mine and she immediately replied that she only knows me which is the husband her..They don't know what is happening to them..Of course they would answer like that vaguely without any specific details, that's how they answered me too.."it was found that he was involved in multiple accounts" here we laugh a little shame doesn't hurt..how was it found dld where is it the figures and what do they mean am i involved what did i do dll do they know exactly or are they just saying the same poem everywhere?..what profit can i get dll from 2 accounts that already had all sign up bonuses rejected?..damn..anyway for the a certain casino has already been sued both for its operating license and for the incident, so to write here vagueness like "it has been found that he is involved" is just beyond funny and trivial, they will answer soon as they should where they should.. shame for some people to get spoiled for 50 euros..
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9 months ago
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Also it's a shame that they are writing public lies as from the date the investigation started, i.e. from the first day they asked for identification documents for the withdrawal I requested, I had no profit at the casino, neither me nor my wife..shame and shame..
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9 months ago
Dear 22bet Casino team,
Please, send the relevant evidence to my email address (branislav.b@casino.guru).
It would be highly appreciated if you could provide me with the following data:
- Matches in the data based on which the accounts were linked (visible in each linked account profile/personal data)
- Transaction history (deposits/withdrawals) from both accounts
- If it is not included in the transaction history - bonus history where it is visible when and what exact bonus was used in which account
- What games did the accounts play most, or from what type of games did they accumulate their winnings, and if it was with an active bonus
- Game logs from the disputed account
- Information on what unfair advantage the user gained by playing in this way
Looking forward to hearing from you.
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9 months ago
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I am really waiting for the answer with the details as well as we have never used any bonuses since we rejected them at signup and any minimal profit we have had was on sports betting with money after deposits from our personal or joint certified accounts..
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9 months ago
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And one more thing when deposits are made with the possibility of betting the amounts and losing, when the bets are lost everything is fine there? There are no multiple accounts there?..haha..only when it is to withdraw?..how convenient huh ?why don't they cancel and return the losses then after they keep and cancel the winnings??..From what they say, their most serious argument essentially and at the same time the funniest, is that it is forbidden for a married couple to play both everyone from their account..for no reason just because they like it that way..serious business
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9 months ago
Dear spymcpe,
Please note that online casinos can detect multiple accounts or connections between accounts only upon verification or additional inspection of casino accounts, or upon a withdrawal request. They are not obliged to perform the KYC earlier.
In the meantime, while the casino provides us with the requested, can you please provide me with a few more details to clarify the situation?
Can you confirm you and your wife played only sports betting and used the same payment method for deposits?
Is it possible that at any point, the accounts accessed the casino website from the same internet connection/IP and/or the same device?
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9 months ago
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From the same network for sure since we are in the same house how can it be otherwise? Plus from the same tablet sometimes apparently.. what I don't understand is why this is considered illegal.. let me know that from now on, etc. why suddenly we found ourselves accused as if we committed a crime..as for the betting, of course only sports bets there everyone had that they had a profit..what I say about the lost bets is because the profits are withheld since it has become "illegal" but the same does not happen with the lost ones, how unfair is this, don't the lost ones come from an illegal account?
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9 months ago
Dear Branislav,
Thank you for your message.
We would like to inform you that we have sent the evidence via email. We thank you for your assistance in this matter and look forward to beginning the process of reviewing the documents provided.
Should you have any questions or need further assistance, please do not hesitate to contact us.
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9 months ago
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"Information about the unfair advantage the user gained by playing this way"
I also have a question about the exact same question so that I can also find out, apart from the profits or losses of a bet, what exactly I won in excess so that they have to close my account..
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9 months ago
Thank you both for your replies and additional details.
Dear spymcpe,
The details provided by the casino confirm their/your claims.
I would like to explain a few important things:
- It is an industry-standard rule that prohibits using more than 1 account per person/household/IP/device/etc.; therefore, if you did not know about such a common rule, it does not mean you did not breach it or you were allowed to do it
- As you might know, we deal with complaints about online casinos only, and we do not have enough insight to take on a sports betting issue
- If the circumstances were different, for example, both accounts playing only slots (without bonuses), or only a few IP matches were found, and nothing more, maybe we could side with you; however, as you confirmed, and as the casino supported it with relevant data, both accounts were used on the same device
- Online casinos also need to protect themselves from fraudulent activity, and the previous point is exactly the reason why they have such rules in their Terms and Conditions
- If your wife's account won from the last deposit, but the casino found another linked account, it confiscated her winnings and refunded her last deposits - correct procedure
- If you lost all your deposits by playing in the casino, you simply lost them; no casino would refund lost deposits, and you can be glad you could play there until the casino discovered another linked account
In such circumstances, 2 points are the most important for us - sports betting-related issues, which we do not deal with, and multiple accounts (impossibility to pass the verification in case of any winnings and withdrawal request) because it would be likely impossible to prove you did not play with both accounts.
Unfortunately, I am afraid that based on the reasons stated above, I will be forced to reject the complaint.
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9 months ago
Alright, spymcpe. There was enough time to react to my last post. So, let's not unnecessarily drag it out.
Unfortunately, based on the above-stated, we are closing this complaint as unjustified.
The casino acted correctly and in accordance with its terms and conditions.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, 22bet Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
