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Good evening, I tried to withdraw my balance from my 22bet account. After a long email conversation, they asked me for photos of my documents, including a photo of me with my ID next to me and the conversation next to me. After sending them everything they needed, they informed me that my account is a duplicate and that I had other accounts, and that my account was closed due to a breach. My winnings disappeared, leaving me only with my deposit. There is no proof that my account is a duplicate or that I have other accounts, especially since I only have one with my details and documents, and they also blocked it, taking all my winnings.

Buona sera, ho provato a prelevare il mio saldo sul mio conto 22bet, dopo una lunga conversazione con loro via mail mi hanno chiesto foto di documenti, una foto mia con il mio documento vicino a me con la conversazione al mio fianco, dopo avergli mandato tutto quello di cui avevano bisogno mi hanno comunicato che il mio account è un duplicato e che avevo altri account e che il mio conto è stato chiuso per violazione, i soldi delle vincite scomparsi e mi hanno lasciato solo il deposito, nessuna prova che il mio account è un duplicato o che posseggo altri account anche perchè con i miei dati e documenti ne posseggo solo uno e me lo hanno anche bloccato prendendo tutti i soldi delle vincite.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 22bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accumulated your winnings with or without an active bonus?
• Have you withdrawn the deposit amount already to your bank account/wallet?
• Could you please describe what your conversation with the casino was about before the casino accused you of breaching its rules?

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,

Tomas

Answering the questions:

Yes, my son had an account but it is not connected to mine at all.

I accumulated my winnings without any bonuses.

Yes, I have already withdrawn the deposit to my account/wallet.

I tried to withdraw my balance on the site, but it wouldn't let me proceed. After that, they asked me to contact support to withdraw. I contacted support to withdraw, and they asked me for the bank details I used to make the deposit and my bank statement. I sent them this information with the bank statement. After that, they asked me for a selfie with my documents and the email chat with support in a single photo. I sent them this photo with everything they asked for, and they forwarded my request to a specialist. They contacted me again, asking if I was having an affair with completely unknown people, including my son. Of course, I replied that he was my son, but it had absolutely nothing to do with my account.

They sent my request to a specialist again and after 2 hours they sent me a message telling me that my account was closed and I was violating the rules. They specified that my account was a duplicate, but I had never opened another account under my name before. Furthermore, they cancelled all my winnings and reset my winnings balance to zero, leaving me only with my withdrawable deposit.

Rispondendo alle domande:

Si, mio figlio aveva un conto ma non è per niente collegato al mio.

Ho accumulato le mie vincite senza alcun bonus.

Si, ho già prelevato il deposito sul mio conto/portafoglio.

Avevo provato a prelevare il mio saldo sul sito, ma non mi faceva proseguire dopodiché mi hanno chiesto di contattare l'assistenza per poter prelevare, contatto l'assistenza per prelevare mi chiedono i dati dell'istituto bancario con cui ho effettuato il deposito e l'estratto conto, io gli mando questi dati con l'estratto conto dopodiché mi chiedono un selfie con i documenti e la chat via mail con l'assistenza in un'unica foto, io gli mando questa foto con tutto quello che mi hanno chiesto e hanno mandato la mia richiesta ad uno specialista, mi contattano di nuovo chiedendomi se avessi una relazione con persone completamente sconosciute e tra cui c'è mio figlio, ovviamente io rispondo che quello è mio figlio ma non c'entra assolutamente niente con il mio conto.

Mandano di nuovo la mia richiesta ad uno specialista e dopo 2 ore mi mandano un messaggio dicendomi che il mio conto è stato chiuso e stavo violando le regole specificando che il mio conto era un duplicato ma io prima di allora non avevo mai aperto nessun altro conto con il mio nome, inoltre hanno annullato tutte le mie vincite e azzerato il saldo delle vincite lasciandomi solo il deposito prelevabile.

Thanks for your reply.

Could you please confirm you didn't share payment methods and didn't share devices when playing in the same casino as your son?

Is your son active in the casino? Is his account accessible to him currently?

Please let me know.

Yes, I'm pretty sure I didn't share any of this, also because he closed the account long before me for other reasons.

No, he doesn't currently play and isn't registered on the betting site because he closed it for other reasons.

I await your response.

Si, sono abbastanza sicura di non aver condiviso niente di tutto ciò, anche perchè lui il conto lo ha chiuso lui molto prima di me per altri motivi.

No, attualmente non gioca e non è iscritto al sito di scommesse perchè lo ha chiuso lui per altri motivi.

Attendo un suo riscontro.

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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Mariagrazia68,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite 22bet Casino to join the conversation.

Dear 22bet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

Hello! Thank you very much for reaching out to us.

We have carefully reviewed the details of this case. As stated in our Terms and Conditions, each customer is allowed to maintain only one account. This policy applies per household, residential address, email address, IP address, payment card, e-wallet, or any other payment method.

In this particular case, it appears that this rule has been violated.

Dear Michal, we have sent the supporting evidence to your email for your kind review. Please don’t hesitate to contact us if you have any further questions — we’ll be glad to assist you.

Dear 22bet Casino,

Thank you for your email. I have responded back with some additional enquiries and am looking forward to your clarification.

Dear Mariagrazia68,

As you mentioned that your son also has or had an account with 22Bet Casino, could you please confirm whether he lives with you or at a different address? Additionally, do you happen to play at 22Bet Casino around the same times as he does or did? Lastly, could you let me know which devices you have used to access and play in the casino?

Good morning

My son had an account with 22Bet and then closed it later, all this before I signed up on the 22Bet site.

My son doesn't live with me, he lives at a different address.

I always started playing after him, he had closed his account and after his closure (we're talking months) I opened my own account with 22Bet and started using the services offered by them.

Finally, regarding the devices, well, I used my device and he used his device. In short, both I and he used different devices.

I hope I answered everything you asked me correctly.

I look forward to hearing from you soon.

Buon giorno

Mio figlio ha avuto un account presso 22Bet e lo ha chiuso poi dopo, tutto questo prima della mia iscrizione presso il sito 22Bet.

Mio figlio non vive con me, vive ad un indirizzo diverso.

Io ho iniziato a giocare sempre dopo di lui, lui aveva chiuso il suo conto e io dopo la sua chiusura (stiamo parlando di mesi) ho aperto un mio conto presso 22Bet e iniziato ad usare i servizi offerti da loro.

Infine per i dispositivi beh io ho usato il mio dispositivo e lui il suo dispositivo, insomma per farla breve sia io che lui abbiamo usato dispositivi diversi.

Spero di aver risposto correttamente a tutto quello che mi ha chiesto.

Attendo presto un suo riscontro.

Hello! We would like to confirm that all the additional information and evidence requested by Michal has already been provided in full. Our team remains available should any further details or clarifications be required to assist in resolving this case.

Thank you for the information and evidence provided, 22bet Casino Team.

Dear Mariagrazia68,

Thank you for your clarification; however, it does not fully correspond with the information and evidence I have received. It was not your son who closed his account; rather, it was a decision made by the casino team due to a breach of their rules, and this was done not so long ago (in September). Additionally, both your account and your son's account were accessed from the same device and location (IP address), which unfortunately constitutes a direct violation of the casino's rules that you agreed to upon registering your account.

Casinos maintain a very stringent policy regarding cases of multiple or duplicate accounts that have been utilised in this manner, and the casino has acted in accordance with its terms and conditions.

With all this being said, we, as an independent entity, have thoughtfully reviewed the situation, and since the violations of the rules have been confirmed, we regretfully must close this case as Unjustified.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority or the relevant body in your country if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

I'm sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru