22bet Casino - Player’s withdrawal has been postponed.

The security service is asking me for documents that I can't deliver, but I'm not interested in documents proving my identity. The problem started when the credit card to the account from which I was sending the money to my player account was canceled. I had to prove and also subsequently documented all documents related to the account, history, account holder (my brother) and the fact that I was a manager. Everything continues from 5.2. to date, ie. 16.2. and now require non-existent documents. At my request, whether we solve the problem by delivering other documents or by delivering my identity documents, they do not respond.

Dear Tomáš,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://22bet.com/information/rules/7:

„22BET does not accept third party deposits. You must make deposits only from a bank account , bank cards VISA/MasterCard (Cardholder's responsibility to know the laws concerning online gambling in his or her country of domicile), payment systems Skrill/NETELLER or other payment wallets/payment options that is registered in your own name (The administration does not recommend making deposits using someone else’s electronic wallet. The administration has the right to return funds to the holder of such electronic wallet without prior notification).

If we determine during the security checks that you have violated this condition then your winnings will be confiscated , also 22BET is not responsible for the lost funds deposited from third party accounts."

Please understand that these rules have been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card. Would you be able to prove that you are a legitimate owner of the payment method? Does your brother have an account in the same casino too?

Looking forward to hearing from you.

Best regards,

Petronela 

Good day. I am the manager of my brother's account and no one has objected or refunded the entire period of depositing money from this account using a payment card in his name. The whole problem is also not that I deposited money from this account, but that the payment card was canceled and then the casino security department started requesting documents that were supposed to prove my identity and thus prevent the theft of money. I documented everything they requested until they started requesting documents that do not exist, ie my name for payment orders, when the variable symbol is used here by default as the payer's identifier. They also require a document with my name and address from a bank account if they already have a similar document with my name and date of birth. The bank does not state the place of residence. What the security service does not want is my identity, because at that moment I would prove my identity and the problem would be solved. I am going to the bank with a request to issue the required document, but I am convinced that there will be another request for other documents. Despite the fact that it is basically not even a win, because I lost about 500 thousand CZK in the casino. Thank you for your efforts to resolve the issue. Tomáš G ***

Thank you very much, Tomáš, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Thank you for your efforts to resolve the issue. I asked the bank to issue the documents that 22bet is asking of me, and now I am waiting for their answer. In any case, I am convinced that the casino does not intentionally pay out winnings. I know a person who refused to pay 14 thousand. CZK with a nonsensical reasoning that only amounts corresponding to the amounts deposited can be collected. I would understand if it was a large sum of money, but not a penny. However, this does not apply to my case, although it illustrates the operation of this company.

I will be waiting for your message.

Greetings Tomáš G *****

Good day. Today I delivered a document from the bank to the casino stating my name and address. I was told that if I did not follow the instructions, further communication would not be possible. I asked for their clarification, but so far no response. I approached my manager, who initially promised to solve all my problems, but in fact distanced himself from the whole thing by saying that the problem was solved by the security department. I am convinced that the casino intends to deprive me of money and I do not understand how short-sighted this company policy can be. After all, if the payout went without problems, I would continue to play in the casino and in time their profit would exceed the amount of the required payout. Thank you Tomáš G *****

Hello Tomáš.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Good day. I was informed today that I can transfer the money. I haven't gotten to that yet, but I guess there will be no more obstructions. Thank you for your help and I will definitely recommend you to anyone you know with a similar problem. Tomáš G *****

Hello, one more piece of information for you and potential readers of this issue. If I didn't get information from you about the risk of confiscating money from the casino when transferring money to someone else's account, I probably wouldn't have it anymore. The casino allowed me to dispose of the money. Except for the direct question of whether I can transfer them to my son's account or elsewhere, I was alerted to the possibility of confiscation without notice. I think if I didn't solve the problem with you, I would have the money transferred and it is a question of what would follow. Thank you Tomáš G ****

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’.

Good day. The whole matter is resolved today. I must repeat that if I did not turn to you, I would probably be without money. Thanks to your information about the possible confiscation of money when transferring to another person's account, I avoided a situation where I would try to do so. In any case, I consider the casino to be a frivolous company, because the way they act towards me and especially the way they communicate was humiliating. I definitely do not recommend playing for anyone here. And thank you for your help, it was crucial for me. Tomáš G ****

 Dear Tomáš,

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future.

Best regards, Jozef

Casino.Guru