22bet Casino - Hráčův účet byl zablokován.

Hello,

My account was blocked after receiving an email saying that I had multiple accounts. In the final phrase of the email they said "You can withdraw the deposited sum only."

I don't want to withdraw my winnings, I accept that, but I can't login in my account to withdraw my deposit. Already sent multiple emails asking how can I withdraw that money, and they keep saying "All consulting on the matter of your request was provided earlier in this mail thread." or "All the information on your issue has already been provided by the Security Department".

Attached I'm sending the proof of them saying that I can withdraw my deposit. It was a 1000€ deposit!

Account ID: 229***427

Account email: rafa***s@hotmail.com (but they communicated with me on soub***@gmail.com)

Please help,

Rafael N***.

Dear rafaelgnunes,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please send me or post here the screenshot you attached to this complaint? Unfortunately, I am not able to open it.

Moreover, would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello,

Sure, I'm posting it right here. This was the final email from them, after that no answer. I talked with the chat by the phone and on their livechat and they keep telling me to email the security department and ask them to let me withdraw my deposited sum, but they don't answer me, only keep saying that all the matters relative to my case were already provided by them. That's right, and they told me to withdraw my deposit, simple.

In their terms and conditions they don't talk about not letting the user withdraw the deposited sum, only refer the same points as the email says.

They asked for my ID, then a selfie holding the ID and the email and then asked me about some people. The decision was not in my favor, but the final phrase says I can withdraw the deposit sum. That's all I want to do.

Dear rafaelgnunes,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of 22bet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from 22bet Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

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 rafaelgnunes,

We hope this message finds you well. Could you please share the required information with us: your full email address and Account ID? We sincerely apologize for any delays in our responses and appreciate your understanding and patience.

Thank you for your cooperation.

We regret to inform you that the account with the number 229567427 has been blocked due to a violation of our platform rules. As part of our rules and security policy, it was revealed that there were no refunds in the said account. In addition, the analysis showed that the amount of payments received by the user during the game exceeds the amount of deposits, so no refunds are provided in this case.

We are committed to providing a fair and honest gaming environment for all our users and therefore had to make this decision. Following our platform rules, winnings received in violation of these rules have been forfeited.

Please be aware of our platform rules and we hope for your understanding. If you have any questions or require further information, feel free to contact our support team.

Dear 22bet Casino representative,

Could you please explain which rule was breached and provide us with evidence?

Thanks.

Hello! Matej we have sent the relevant evidence to you. If you have any further questions, we will be happy to help you)

Dear rafaelgnunes,

The casino representative has provided evidence that two accounts were using the same device and IP address when logging into 22 Bet Casino. One of these accounts belonged to you.

It is impossible that two unrelated players would have the same device ID and IP address match. We believe the casino acted correctly in this case.

Creating more than one account is strictly prohibited.

Dear rafaelgnunes,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.