22bet Casino - プレーヤーのアカウントは、複数のアカウントを開設したという告発により閉鎖されました。

To whom it may concern,

So I have problem that the 22bet closed my account and I had 975€ on the account.

I have lost some bets at the beginning, then I have won something and I withdrawed the money. They asked for the verification which I have provided and then they made a withdrawal.

With some of the remaining funds I managed to come to around 975€ (I don't know exact number, I think its 974 and few cents) and I requested a withdrawal of 900€ to the same bank account I have previously withdrawn. Then the withdrawal was denied and I was told to contact them via e-mail on security@22bet.com. They wanted me to send a documents one more time, then a bank card and finally a selfie with document and email conversation in the background. After that they asked me if I know some guy called Benjamin, which I don't, and then one guy who has the same name and surname as my brother and my uncle. And I've told them I know 2 persons, one is my uncle and one is my brother.

After that they noticed me that they are closing my gaming account on the basis of General Terms and Conditions of the Bookmaker Company, and I've read this and the only thing I have apparently "violated" is this paragraph;

Each registered customer may have only one account. Customers may register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

But how was I supposed to know my brother has an account with their Company, its not like we talk about gambling it is taboo in our country and culture that you gamble. And here it says i will not be allowed to register, why didn't they act earlier when I did my first withdrawal?

Please help me out. I am at your disposal for further information.

Kind Regards,

Stefan

Dear stdj121,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your winnings with the help of a bonus? Have you used any bonuses in the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Account was created on 23rd of September 2023 and they closed my account on 24th of October 2023.

Most of the time I was betting on sports, however I profited around 300€ in live casino (blackjack and roulette).

If I remember correctly I tried also to play with bonus funds then I actually manage to build up my bonus balance and then it got deleted, when I contacted support, they told me I had 7 days (It was in their T&C, but I haven’t read that) to wager the bonus, so I lost all of my bonus balance. So the answer is no, I haven’t achieve any winnings with bonus.

Thanks for your time and help. I am at your disposal for further questions.

Kind regards,

Stefan

Thank you very much, stdj121, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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.  

Hi stdj121,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 22bet Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Hello!

We are sorry to hear that you have experienced difficulties. We have made additional checks and clarified the information on this situation. Our casino rules blocked the account, and this was due to a multi-accounting detection that was detected by our security system. This detection is based on an analysis of your device and playing style.

The ID number of another account is 395015287. We apologize for any inconvenience, but enforcing the rules and ensuring the integrity of the game is our priority. If you have any more questions or would like further clarification, feel free to contact our support.

Dear 22bet Casino,

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Hello,

Thanks for your reply.

Can you explain what additional checks did you make and how did you clarify the situation, because all you did was ask if I am somehow related to my brother and after my answer you just came to a conclusion without an detailed explanation. You accused me of having duplicate account, which I don’t. I don’t even recognize this ID you posted.

I can understand this part of analyzing my device, but still you didn’t give me the option to clarify myself. The device is probably the same because he sold me the iPhone when he bought new one.

Concerning the bets he placed, I don’t know what was his betting playing style, because betting is taboo theme in our family and we don’t discuss such matter. I know I placed some bets on Slovenian league (men and women), because I am from Slovenia and I am following the league and I like to watch it. Also most of the bets were 3x3, which I also like to watch and I honestly don’t know how is this connected to him and how can you recognize anything from 15 bets placed in total (thats my guess that I’ve placed 15bets).

Thank you for your time and answer,

Stefan

Hello! 

We thank you for your message and want to emphasize that your concern is important to us. We strive to provide the best standards of privacy and data protection for all our users and this is our priority.

Regarding the multi-account issue, we have a strict privacy policy and do not disclose information about them in public forums or to third parties. It is important to realize that in some cases, proof of multi-accounts may require the disclosure of a user's personal information, which is contrary to our privacy strategy. We act by laws and regulations, and may not disclose personal data without users' explicit consent.

We always encourage our users to abide by the rules and regulations they agree to when registering. Account termination is a last resort that we resort to only after a thorough review by our security department. In this case, after a detailed analysis of the circumstances, it was determined that the player violated our terms and conditions that they agreed to when registering. The player admits to using the same device and manner of play. It is important for us to provide a level playing field for all players, and to do so, it is necessary to strictly follow the terms and conditions set by our casino.

Dear 22bet Casino,

If you cannot share any sensitive information regarding the case, could you at least clarify if the reason for blocking the player's account was sports betting-related?

Thank you.

Kind regards,

Tomas

Hello!

I give my consent to share the information with Tomas.

I didn’t admit the same manner of play! I told you what I was betting not my brother, I don’t know what was his bets.

Where in T&C does it say I cannot use the same device? So if I play bets from my PC at work, and after me my colleague places the bet on his account on the same PC, we are violating rules or what? This is ridiculous..

Good afternoon, we would like to clarify that each registered customer can have only one account. When registering on the site the rule for one family, one address, email address, IP address, credit/debit card, e-wallet, or method of electronic top-up applies, it is also forbidden to register persons affiliated with the user in other ways.

Recall that the 395015287 account has been restricted and the manner on both accounts is the same.

Hello,

Thanks for your reply.

I have already explained to you that I haven’t had a single clue that my brother already had an account at your site. There was no notice or you haven’t contacted me about similar personal information after I registered my account.

I have even withdraw one time the amount of 1300€ and you requested a KYC verification and let my transaction through, which means I guess that everything is perfectly fine.

I just want to withdraw my remaining money (975€) and you can close my account, I don’t want to cooperate with such bad gambling sites!

Dear stdj121,

After reviewing the information provided, we regret to inform you that we cannot continue resolving your complaint as it is related to sports betting. As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue.

I suggest you submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.

Thank you very much for your understanding.

Kind regards,

Tomas