22bet Casino - プレイヤーのデポジットの払い戻しが遅れました。

I have not yet received the deposited amount returned to my account:

As stated in our General Terms (chapters 34 and 35): "Each registered customer can have only one account. Customers can register only one account per family, address, email address, IP address, credit / debit card, electronic wallet or electronic payment method. People otherwise associated with a customer will not be able to register on the site. "

"In the event of

- duplicate registration (including registration with a new name), sending someone else's documents, invalid or forged (including those that were edited using any type of software or graphic editor)

- multiple violations of the betting company's T&C

- doubts about the customer's identity or the information he provided (address, credit / debit card details, other data)

After a player's violation of the rules was determined during the verification procedure, all player bets were settled with odds of 1 and the total deposit amount was returned to the player.

Best regards,

22bet

Não recebi ainda o valor depositado devolvido na minha conta:

Conforme declarado em nossos Termos Gerais (capítulos 34 e 35): "Cada cliente registrado pode ter apenas uma conta. Os clientes podem registrar apenas uma conta por família, endereço, endereço de e-mail, endereço IP, cartão de crédito / débito, carteira eletrônica ou método de pagamento eletrônico. As pessoas de outra forma associadas a um cliente não poderão se registrar no site. "

"No evento de

- registro duplicado (incluindo o registro com um novo nome), o envio de documentos de outra pessoa, inválidos ou forjados (incluindo aqueles que foram editados usando qualquer tipo de software ou editor gráfico)

- múltiplas violações dos T&C da empresa de apostas

- dúvidas sobre a identidade do cliente ou as informações que ele forneceu (endereço, detalhes do cartão de crédito / débito, outros dados)

Depois que uma violação das regras pelo jogador foi determinada durante o procedimento de verificação, todas as apostas do jogador foram acertadas com probabilidades de 1 e o montante total dos depósitos foi devolvido ao jogador.

Cumprimentos,

22bet

Dear Jorge,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that you have registered an account from the same IP address as another player? Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes, that's what happened. I only intend to receive my funds that I deposited. Thank you I will forward

Sim foi isso que se passou. Só tenciono receber os meus fundos que depositei. Obrigado irei já encaminhar

Thank you very much Jorge for providing all the necessary information via email. I will now transfer your complaint to my colleague Zuzana 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.

Dear Jorge,

I am very sorry to hear about your issue.

I would like to ask the casino if the player is entitled automatically for the refund of the deposit when his account was closed? What exactly should the player do in order to get his deposit back?

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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime. 

We’ve reopened this complaint at the request of 22bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Good day! We would like to clarify the situation in this case. Here there was a blocking of a player in accordance with the Rules, namely a player from Portugal started to claim that we are illegal in this country. According to the Rules, having access to and/or using the site (including all products on the site) may be considered illegal in certain countries. The fact that the Site is available in such country or is displayed in the official language of any such country shall not be deemed to constitute our official representation in that country or to justify the legality of our use of the Site and the deposit or withdrawal of any money won. The availability of the Website does not imply the content of any offer, solicitation or invitation to use our services or to subscribe to sports betting, gambling, or other services in any jurisdiction in which such activities are prohibited by law.

If we become aware that a player is a resident of a country where the use of the Website is illegal, we shall be entitled to take any reasonable action, including but not limited to: closing the player's account; declaring all bonuses and winnings void and forfeited; and/or refunding (freezing) the funds held by the player at the time of account closure (less any winnings received since the last deposit).

Dear Jorge,

Just to clarify, are you requesting a refund of your deposits because you believe you should not have been allowed to play at 22bet casino? Is my understanding correct?

Dear Jorge,

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.

If my assumption is correct and Jorge requested a refund because he shouldn't have been able to play from Portugal, I'm afraid we must reject this complaint. Not because of the casino's terms and conditions, but because of our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos.

If the casino accidentally allowed a player from a restricted country to play and the casino will honor the bets, then this player gains an advantage and has no right to a refund. However, if the casino voids a player's winnings during the withdrawal process, this is unfair.