22bet Casino - プレイヤーのアカウントがブロックされました。

Hi, I have account on 22bets.me or 22bet. 

I deposit 147usd and play win 1.8k. When I want withdraw money they want verification, I send my ID, selfie with ID. 22bet support write me under review. After that they write me I have multiple account. I never have 22bet account, I havent any connection with nobody. I open account on 22bet I see on internet for this bookies. Please can you help me. I send them mail, nobody answer me.

Best regards Demi K***

Dear demikljaic, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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?

Could you please advise if you passed the verification before the casino blocked you?

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

Looking forward to hearing from you.

Best regards, 

Kristina

Hi, no possible, nobody bet in my family. I say them can you show proofs, but they ignore me. They withdraw me only deposit, winnings they cancelled all. I stake 149usd on big odd and win 1.8k. I send them my ID front and back side, after that they want selfie with mail I send them after that they send me this.

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.

Dear demikljaic,

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.

Warm greetings! We have undertaken a thorough examination of the matter at hand and want to share that cooperation with the player in question has been discontinued, and their deposit has been promptly refunded. Our investigation revealed a breach of casino rules associated with the creation of multiple accounts; however, the player has not admitted to any wrongdoing.

We extend our gratitude for your understanding and continued trust.

Dear 22bet casino representative,

Do you have any evidence to support the case?

Thank you for your question. Unfortunately, according to our policies, we cannot share screenshots of personal information on the forums. We are working hard to ensure the security of your confidential information.

We would also like to inform you that the refund was successfully processed on 3 November 2022, 04:25:40 local time. 

Thank you for your understanding.

Dear demikljaic,

I know it's been a while, but could you please verify the information provided by the casino?

Dear demikljaic,

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 casino's latest post, we believe that this complaint was unjustified. However, without confirmation from the player's side, we must reject this complaint with the status: player stopped responding.