22bet Casino - Player's winnings were confiscated due to alleged multiple accounts.

Dear All!

The casino has denied to pay all my winnings. They stole my money after an endless verification loop that was intended to keep my money away from me. I was playing simple betting, no bonuses, nothing else. If you play and win they will take your money.

After 29 email exchanges and already blocked online support, (Yes, they are blocked it already.) They decided to block my account and rejected to disclose the specific reason.

"Good Day.We are bringing to your notice that we made a decision to stop any collaboration with you (closing your gaming account) on the basis of General Terms and Conditions of the Bookmaker Company:Upon completion of the investigation, the company can make any decision that it deems to be fair and reasonable:1. to block (close) the account (including any duplicate accounts), which may entail:- all bonuses, free bets and winnings received from those bonuses and free bets when using this duplicate account becoming void and lost to you- at our sole discretion, to cancel all winnings and refund the balance of your account at the start of the investigation (minus any canceled winnings) made from your main and duplicate accounts. We also have the right to refund any amounts that are owed to us in connection with this duplicate account, directly from any of your accounts (including any other duplicate account).2. At our sole discretion (in exceptional cases), to allow the continued use of the main account and recognize it as valid, while all bets placed by you from the duplicate account will be void, the duplicate account(s) will be blocked and/or canceled by decision of the company (the decision is made for each particular case individually, according to the extent of the violation).

The decision was made after rigorous investigation of the case by The Security Department.We ask you not to create gaming accounts with The Company.Due to the fact that your actions have been recognized as flagrant violation of The T&Cs of our Company, the decision of stopping any cooperation with you was final and not subject to further appeal.All further questions concerning the case of blocking from your side will be ignored.

You can withdraw the deposited sum only."

Basically, they can reject your withdrawal at any time. The fraud is evident and should note that their malpractice is ongoing. If you wish to lose money to 22bet thieves, this is the way. You can only lose but never win.

Dear LB5003,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi! The verification has ended, conclusion was reached (from their end) and they decided to not paying any of my winnings. The bets were valid, game history checked, verification ended.

If you win, they will take your money. Never ever use this website. It is a clear scam.

The same routine was performed on me as described here: https://www.casinolistings.com/casinos/rogue-warnings-blacklist

"Secondly we have been contacted by players with a number of complaints about 22 Bet, a combined sports betting and casino site run by the same operator. The routine is generally the same each time: a player signs up, wins a lot, submits a withdrawal and supplies requested identity documents, and the casino invents an excuse not to pay them. A common theme is accusing the player of fraudulently opening multiple accounts.

In the process of dealing with one complaint in particular where a punter was cheated of more than £20,000 by the bookmaker, the representative of the casino was arrogant, dismissive, and rude. This despite admitting to the fact that the site is illegally accepting bets from UK punters without a UK license. In addition, in an attempt to smear the character of the punter, the casino rep accused him of having a gambling problem among other outrageous things. Yet the rep offered no explanation as to why, if this were true, his site continued to accept bets from players that they believed had a gambling problem. Hoisted by their own petard indeed."

Thank you for your reply, LB5003. Well, based on the message from the casino it seems that they believe you created multiple accounts. Could you please clarify if this is true?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

No, it is not. They are just looking for a cheap excuse to not pay winnings for players. I was able to withdraw twice from my account but when my balance got bigger they stopped paying the withdrawals, lowered the odds, limited the bet size, blocked my access to online support and tortured by a neverending verification scheme that supposed to keep me away from my money.

When I even completed that part, they simply decided to not pay a penny. Of course, phone/online support never worked and it is part of their scam.

Thank you very much, LB5003, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear LB5003,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite 22bet Casino to join the conversation and contribute to the resolution of this complaint.

Hello!

We would like to inform you that the player has finished cooperation with our service after successful withdrawal of funds. Thank you for your time with us and we wish you good luck in your future endeavors.

22bet is intentionally lying once again.

They forgot to mention that they took away my winnings and I could only withdraw the deposit I made.

I have never mentioned that I accept the decision in any form, furthermore, I have indicated that I am exploring options for potential legal actions and I sent a letter to their compliant "department" as well as I raised a complaint immediately at this website.

They also forgot to mention that they cut access to customer support for weeks and also indicated in many emails that they do not wish to do anything or engage in any form of communication in my case. Saying that I (!) finished the cooperation is a pure misrepresentation of reality.

They are intentionally altering reality to keep their scam running. Their hypocrisy is astonishing.

Again, they stole €1100, and now they can't acknowledge it because it would hurt their reputation.

Dear 22bet Casino team,

Could you please explain what happened to the player's winnings?

Hearty Greetings!

As a result of revealed violations of the rules on the part of the player, we are forced to stop cooperating with him. Our security department figured out the duplicate account 676178695 by manner and device. In the course of the conducted measures all winnings were canceled, deposits were returned to the player, and it was decided to end our cooperation. The deposit amount was taken back by the player.

In addition, by our terms and conditions, we may take the following steps depending on the particular circumstances:

After the proceedings, the company may take any decision, consistent with the principles of reasonableness and fairness, namely:

block (close) the account (including duplicate accounts), which may entail: 

invalidation and cancellation of all bonuses, free bets, and winnings received when using such bonuses and free bets;

the cancellation of all winnings received from the main or duplicate accounts and a refund of the balance of your account as at the date of commencement of the proceedings (less any canceled winnings); and we will also be entitled to recover any amounts due to be refunded to us from the duplicate account directly from any of your accounts (including any other duplicate account).

at our sole discretion (in exceptional circumstances), allow the main account to be used and recognize it as valid, whereas any bets placed by you from the duplicate account will be invalidated. The duplicate account(s) will be blocked and/or canceled at the company's discretion (the decision is made based on analysis of all facts of violation, for each case individually).

So, 22bet can deny everyone's winnings if they find it "reasonable" based on their standards. They can make up whatever they want to keep players away from their winnings.

I found it ridiculous when they referred to a different player ID than mine and referred to me as being someone else. Does the regular code of conduct include support for this type of behavior? Also, I am wondering what caused me to be cut from support for weeks and intentionally slow down the neverending ID process.

I would like to know what caused 22bet's "security" unit to use the term "flagrant" and decide to not provide any reasonable explanation for their "decision".

Highlighting their previous mail:

"Due to the fact that your actions have been recognized as flagrant violation of The T&Cs of our Company, the decision of stopping any cooperation with you was final and not subject to further appeal.

All further questions concerning the case of blocking from your side will be ignored."

Also, I guess the other account they mentioned got banned for the same "flagrant" reason as mine (which is being a "duplicate" account, or in other words: profitable). They would have no problem with my account if I lose money, but if someone is winning too much, they are being confiscated from their winnings.

22bets' way of scandalous communication and their exhaustion technique highlights the core of their attitude towards players and core value which is simply stealing money from ordinary players.

Hi all,

Thank you for your replies.

Dear 22bet Casino team,

Please send all relevant evidence supporting your claims including information about the matches, which account was opened first, and if bonuses were used to my email address (peter.m@casino.guru). Sensitive information can of course be blurred out.

Hi! Due to our privacy and user data protection policy, we do not share multi-account information with the forums. The need for proof of multi-accounts may require the disclosure of personal user data such as residency and other personal information. We're trying to avoid such practices. We have no right to disclose users' personal data. 

We encourage all of our users to comply with the rules. Account closure is a measure we take as a last resort and only after careful consideration by our security department. In this case, a gross violation of the rules led to the termination of cooperation and the return of the deposit to the player. The rules are clearly described on our website, the player agreed to them when registering. 

Dear 22bet Casino team,

The player can give us written permission in this thread or sign a Power of Attorney. Which option or form would suit you in order to provide us with evidence??

We regret to inform you that we do not provide documentation on the forums. Duplicate accounts are routinely closed. It's a violation of the rules that often result in closure. On the part of the casino was provided official information about why such a decision was made on this case. The casino has been operating for many years, has a license, and operates strictly according to the rules.

Re-registration was detected by the systems for several parameters. These data were considered in the aggregate and give every reason to believe that the accounts do belong to one person:

1. The device from which the bets were made.

2. The manner of play on the two accounts is the same.

"Operates strictly according to the rules."

Good joke.

1. I was able to deposit and withdraw multiple times until...
2. If you win, you are not allowed to withdraw it. (Before that they will degrade your odds.)
3. You are not allowed to reach out to support for weeks.
4. Their support barely speaks your language, if it is available.
5. You are allowed to be called and treated by being someone else.
6. You cannot get any support during the shady "verification" process. If you dare to ask for any clarification, they threaten to cut the conversation which they do at the end anyway.
7. You are not allowed to know how they made their decision. (I'm kidding, it is crystal clear. If you win too much, you are not allowed to withdraw it.)
8. Casino operates under unverifiable "regulation" and you can't appeal their decision.

Peter, I know that you did not ask for it, but I am more than happy to share with you the whole conversation I had with the Casino. At this point, I would like to thank you for your help in this case, but I don't think we can do anything else.

Dear Players,

If you are not playing with a regulated casino in your country, you may end up losing any way to a company who have a PO box in the Netherlands Antilles and runs multiple scams on their portfolio.

Approximately, a third of the choices in almost all categories on 22bet are purely fixed matches, presented by underpaid actors, based on your incoming bets.

Make sure to avoid these markets.

I wish everyone could win at 22bet to experience their real procedures and goals.

Happy 2024 to everyone! Stay safe!

Dear 22bet Casino team,

As we haven't received any relevant evidence that would support your claims, the complaint will become unresolved and may negatively affect the casino's rating.

Dear LB5003,

Unfortunately, the casino's position hasn't changed and since we haven't received any evidence, the complaint will become unresolved. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. I recommend you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of 22bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear LB5003,

The casino has presented evidence that another player was using the same device as you. This is a clear violation of the casino's terms and conditions. Could you please explain it?

Dear Matej,

Appreciate your efforts.

I was not aware of such a thing. Frankly, at this point, I do not believe what they say, after I was declared to be someone else. Just out of curiosity, did they ban the "other player" as well? I am asking because it sounds like a cheap excuse from their end. As I mentioned before, I had no issues with deposits and withdrawals until I won a significant amount and they cut me from support, lowered the multipliers, and started the confiscating process...

Regards,

LB

Typically, when multiple people are linked to the casino using the same device, all users are banned and there is nothing we can do about it.

A match on the same device is the strongest evidence, similar to finding the same fingerprint at a crime scene.

I'm sorry, but after the casino provided us with the evidence, we must reject your case.

May I see the "evidence" they provided to you? I would like to see all the logs from my device and everything which is related to the decision. Again, I did not use anyone else's account. The casino wants to avoid paying winnings and thats the only reason why they do this.

They are promoting scams to their users while not paying anyone who "dares" to win. They cut me from support till weeks, used inappropriate blackmailing language in our conversation that showed their intentions. They wanted to avoid paying me.

It seems like the industry and its inftrastructure is being built to steal from the top to the bottom and shady casinos like 22bet can do whatever they want to their customers.

Dear LB5003,

Unfortunately, we are unable to share the evidence obtained from the casino. Sharing such information with individuals attempting to cheat would essentially provide them with a manual on how to improve their methods and evade detection. (this is not the case but I hope you see the logic behind it) This is the primary reason for our inability to disclose any evidence. Upon review, it is evident that two accounts were utilizing the same IP address and device. Each device possesses a unique ID, making it highly improbable that this occurrence was coincidental.

While it is conceivable that this could have transpired if you logged in on a friend's device or if someone else played from your device, such actions are strictly prohibited. Consequently, when the casino identifies such a match, there are grounds for the account to be blocked.

We understand your dissatisfaction with this outcome, and there remains the option to lodge a complaint with the regulator. Should you wish to pursue this course of action, I am more than willing to assist you. Although the process may be time-consuming, it's important to note that the regulator's decision is binding for the casino.

Please inform me of your decision.

Dear Matej,

Thanks for the answers. Meanwhile, I have obtained evidence that shows they are only doing it with the winning players.

So yes, I would definitely continue with the regulatory appeal and would appreciate your help on that.

Thanks,

Dear LB5003,

Just contact the Antillephone Gaming Authority at complaints@gaminglicences.com to file a complaint. For more details on how to do this, visit: https://casino.guru/licensing-authorities/curacao-license-3 If you require aid in submitting the complaint, feel free to inform me.

Dear LB5003,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Based on the reasons written above, we are closing this case as rejected.