The player from Bulgaria reported that her account at 22bit.com had been unjustly blocked without communication, resulting in the unlawful withholding of her funds totaling 2063.25 USDC. After successfully completing a withdrawal request, her second request was rejected, and she found herself completely locked out of her account despite multiple attempts to seek help from customer support. She said she had played only sports betting, completed no KYC, and was later told by the casino that her account had been closed for alleged multi-accounting, with only her remaining deposit returned and her winnings confiscated. We closed the complaint because we could not properly assess the casino’s investigation or determine whether the multi-accounting claim was valid.
22bit Casino - Player's account is closed and funds are withheld.
Other
Amount: 2,063 USDC
22bit Casino
Safety Index 6.2 Below averageCase summary
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Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Could you please send me a link or a screenshot of the bonus you activated and played with?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
Dear Attila,
Thank you for your response. Based on your questions, here are the exact details of my situation:
1. **Which games did you focus on?**
I did not play casino games or slots. I played exclusively **sports betting**.
2. **Did you pass the verification before losing access?**
The bookmaker did not require any KYC verification from me. I was able to successfully complete one initial withdrawal of 100 USDC without being asked to provide any documents.
3. **Link or screenshot of the activated bonus?**
I do not have a screenshot of the bonus because I am currently completely locked out of my account. However, I can describe it perfectly: it was a **100% Sports Welcome Bonus up to 1000 USDC** on deposit. It was automatically credited to my account. In order to make my first withdrawal of 100 USDC, I explicitly cancelled/forfeited this bonus. The system approved the cancellation, and the 100 USDC withdrawal was successfully processed. Immediately after that, I requested another withdrawal (for 500 USDC), and that is when my account was blocked.
I have already provided the screenshots of my transaction history and the login error. Please let me know if you need anything else.
Best regards,
[Redacted]
I contacted 22bit via live chat, and they told me to email them; I did so, but they still aren't replying to my emails.
Dear Attila,
I have received a final decision from the 22bit.com security team, and I am attaching the screenshots of their email.
They have completely closed my account and confiscated all my winnings (over 1000 USDC), claiming that I violated their terms regarding "multi-accounts." They only allowed me to withdraw my remaining original deposit sum (900 USDC out of the 1000 USDC I initially deposited).
I strongly deny these accusations. I have never created any other accounts on their website, and this is my one and only profile. It is clear that the bookmaker is using a generic "multi-account" excuse simply because I won, in order to avoid paying out my rightful winnings of over 1000 USDC.
Since they refuse to answer any further emails from me, I kindly request Casino Guru to ask the bookmaker to provide concrete evidence of this alleged multi-accounting. I am fully ready to pass any video verification or identity check to prove that I am a unique and genuine user.
Best regards,
[Redacted]
Thank you for your reply. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.
After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.
