22bet Casino - Средствата на играча се конфискуват.

Dear Sirs,

I hereby submit a formal complaint regarding my account on the 22bet platform, due to the undue withholding of funds and the way this whole situation is being managed.

In the past, I closed an account on this platform, citing "gambling addiction" as the reason. It's important to clarify that I've never been a compulsive gambler, but rather a sporadic one. Nevertheless, the account was closed.

I recently created a new account at 22bet using exactly the same Portuguese identification number. If, according to your internal policies, I shouldn't have been allowed to create a new account or play, then that account should never have been accepted and I shouldn't have been allowed to make deposits.

However, the account was successfully created, the deposits were accepted and I played normally. After winning a significant prize, the account was immediately blocked. I managed to withdraw €1,000, but €3,000 remained in the account, which is currently blocked.

I sent them all the documentation they requested. Even so, they are now demanding a medical document stating that I am not addicted to gambling, which I find completely disproportionate and unrealistic, and which was not demanded at any time before I was allowed to play and deposit. At the moment:

• They won't allow me to withdraw the remaining funds (€3,000);
• They won't allow me to close the account;
• They make everything conditional on presenting a document that makes no sense to demand under these terms.

If I had lost the money, none of this would have happened and I would still have been able to deposit normally. The intervention only took place after gains had been made, which raises serious doubts as to the good faith and fairness of your procedure.

I therefore request the immediate release of the €3,000 withheld, since the deposits were accepted legitimately and the winnings were made in accordance with the rules of the game.

If this situation is not resolved soon, I reserve the right to lodge a complaint with the competent regulatory authorities and to make this situation public.

I look forward to a swift and fair resolution.

Best regards,

Exmos. Senhores,

Venho por este meio apresentar uma reclamação formal relativamente à minha conta na plataforma 22bet, devido à retenção indevida de fundos e à forma como toda esta situação está a ser gerida.

No passado, encerrei uma conta nesta plataforma, tendo indicado como motivo "vício no jogo". Importa esclarecer que nunca fui jogador compulsivo, tratando-se de jogo esporádico. Ainda assim, a conta foi encerrada.

Recentemente, criei uma nova conta na 22bet utilizando exatamente o mesmo número de identificação português. Se, de acordo com as vossas políticas internas, eu não deveria ter sido autorizado a criar nova conta ou a jogar, então essa conta nunca deveria ter sido aceite nem me deveria ter sido permitido efetuar depósitos.

No entanto, a conta foi criada com sucesso, os depósitos foram aceites e joguei normalmente. Após ganhar um prémio significativo, a conta foi imediatamente bloqueada. Consegui levantar €1.000, mas ficaram retidos €3.000 na conta, que se encontra atualmente bloqueada.

Enviei toda a documentação solicitada. Ainda assim, estão agora a exigir um documento médico a declarar que não sou viciado em jogo, algo que considero completamente desproporcional e irrealista, além de não ter sido exigido em momento algum antes de me permitirem jogar e depositar. Neste momento:

• Não me permitem levantar os fundos restantes (€3.000);
• Não me permitem encerrar a conta;
• Condicionam tudo à apresentação de um documento que não faz sentido exigir nestes termos.

Se eu tivesse perdido o dinheiro, nada disto teria acontecido e teria continuado a poder depositar normalmente. A intervenção só ocorreu após a obtenção de ganhos, o que levanta sérias dúvidas quanto à boa-fé e à equidade do vosso procedimento.

Desta forma, solicito a libertação imediata dos €3.000 retidos, uma vez que os depósitos foram aceites de forma legítima e os ganhos obtidos de acordo com as regras do jogo.

Caso esta situação não seja resolvida com brevidade, reservarei o direito de apresentar reclamação junto das entidades reguladoras competentes e de tornar esta situação pública.

Aguardo uma resolução célere e justa.

Com os melhores cumprimentos,

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,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you create your most recent account at 22bet Casino?
• How much money did you deposit from this account into the casino?
• How many accounts have you created at this casino since your first self-exclusion? Have you used the same personal information in all of these accounts?
• When was the last time you communicated with the casino regarding their document request? Is the KYC department aware of your previous accounts?

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

Best regards

Veronika

Hello, Veronica,

Thank you for your reply. Below is the information you requested, with the complete chronology:

1. When exactly did I create the most recent account at 22bet?

• I created my most recent account on February 5, 2026.

2. How much money did I deposit into this account?

• I deposited €200.

3. How many accounts have I created since the first self-exclusion and have I used the same personal information?

• My relationship with 22bet started a few years ago.
• 1st account: created with an email and my personal details (including my Portuguese ID number). I later requested that the account be closed, citing "gambling addiction" as the reason.
• 2nd account: created later (with a different email), but keeping the same personal details and ID number. This account was accepted, deposits were allowed and I played normally. On that occasion, I lost money and ended up closing the account again, again indicating "gambling addiction" (there is no medical diagnosis, no debts, but I felt I was starting to lose control and wanted to close it). There's even a complaint about it here.
• 3rd account (the most recent): created on 05/02/2026, with the same personal details and the same Portuguese ID number, but with a different email address. The account was accepted, the deposits were accepted, and I played normally.

4. When was the last time I communicated with the casino about documents? Is the KYC aware of previous accounts?

• After winning €4,000, the account was blocked. I managed to withdraw €1,000, but €3,000 was held back.
• I sent in all the documentation requested for KYC/identity validation.
• After that, I was asked for a medical document stating that "I am not addicted to gambling". I find this demand disproportionate and, above all, incoherent, because the platform allowed the account to be created, accepted deposits and allowed gambling before blocking the account and withholding funds.
• Yes, they made the correlation between the various accounts.

Essential point of the request

• My request is for the immediate release/withdrawal of the withheld €3,000.
• If, by internal policy, I should not have been allowed to create an account and deposit, that validation should have taken place before accepting deposits and allowing play. Blocking only after winnings and making the withdrawal conditional on a medical document (without prior diagnosis and without having been requested beforehand) doesn't seem like a fair procedure to me.

I would be grateful if you could tell me the exact basis (specific rule/term) for requiring the medical document and what alternatives are acceptable for unblocking and withdrawing (e.g. signed declaration/closure commitment/self-exclusion), since the aim is just to withdraw the remaining balance and close the account for good.

They don't even allow you to close the account at the moment, they insist on the doctor's role.

I can send you all the communications I've made with the security team by email.

Sincerely,

João C.

Olá Verônica,

Obrigado pela sua resposta. Seguem abaixo as informações solicitadas, com a cronologia completa:

1. Quando exatamente criei a conta mais recente na 22bet?

• Criei a minha conta mais recente no dia 5 de fevereiro de 2026.

2. Quanto dinheiro depositei nesta conta?

• Depositei €200.

3. Quantas contas criei desde a primeira autoexclusão e se usei as mesmas informações pessoais?

• A minha relação com a 22bet começou há alguns anos.
• 1ª conta: criada com um email e os meus dados pessoais (incluindo o meu número de identificação português). Mais tarde, solicitei o encerramento da conta, indicando como motivo "vício no jogo".
• 2ª conta: criada posteriormente (com email diferente), mas mantendo os mesmos dados pessoais e o mesmo número de identificação. Esta conta foi aceite, permitiram depósitos e jogo normalmente. Nessa ocasião, perdi dinheiro e acabei por voltar a encerrar a conta, novamente indicando "vício no jogo" (não existe qualquer diagnóstico médico, nem dívidas, mas senti que estava a começar a perder o controlo e quis encerrar). Até existe uma reclação minha aqui por esse motivo.
• 3ª conta (a mais recente): criada em 05/02/2026, com os mesmos dados pessoais e o mesmo número de identificação português, mas com email diferente. A conta foi aceite, os depósitos foram aceites, e joguei normalmente.

4. Quando foi a última vez que me comuniquei com o cassino sobre documentos? O KYC está ciente das contas anteriores?

• Após ganhar €4.000, a conta foi bloqueada. Consegui levantar €1.000, mas ficaram €3.000 retidos.
• Eu enviei toda a documentação solicitada para KYC/validação de identidade.
• Após isso, foi-me exigido um documento médico a declarar que "não sou viciado em jogo". Considero esta exigência desproporcional e, sobretudo, incoerente, porque a plataforma permitiu a criação da conta, aceitou depósitos e permitiu jogar antes de bloquear a conta e reter fundos.
• Sim, eles fizeram a correlação entre as várias contas.

Ponto essencial do pedido

• A minha solicitação é a libertação/levantamento imediato dos €3.000 retidos.
• Se, por política interna, eu não deveria ter sido autorizado a criar conta e depositar, essa validação deveria ter ocorrido antes de aceitar depósitos e permitir jogo. Bloquear apenas após ganhos e condicionar o levantamento a um documento médico (sem diagnóstico prévio e sem ter sido solicitado antes) não me parece um procedimento justo.

Agradeço que me indiquem o fundamento exato (norma/termo específico) para a exigência do documento médico e quais as alternativas aceitáveis para desbloqueio e levantamento (por exemplo, declaração assinada/compromisso de encerramento/autoexclusão), uma vez que o objetivo é apenas levantar o saldo restante e encerrar definitivamente a conta.

Eles nem permitem fechar a conta atualmente, insistem no papel do médico.

Posso enviar-lhe todas as comunicações que fiz com a equipa de segurança por email.

Atenciosamente,

João C.

Please forward me all the communication between you and the casino customer support regarding their request for a medical certificate at [email protected].

Also, kindly include the self-exclusion requests you previously sent to the casino, along with the casino's responses.

Thank you for your patience and cooperation.

Hello,

All the relevant documentation has been sent.

Thank you

Olá,

Foi enviada toda a documentação relevante.

Obrigado

Hello Fakir,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your email. I still need several more documents from you to proceed with our investigation: Please forward me the self-exclusion requests you previously sent to the casino from your older two accounts, along with the casino's responses.

Hi Veronika,

As you can imagine, I no longer have the emails I sent you (I think it was via customer support chat), but if you take a good look at the information I sent you, you'll notice that the casino itself links the accounts.

Anyway, the focus here shouldn't be on whether or not I asked for self-exclusion, but rather that the casino has 3,000 euros of mine in REAL BALANCE and won't let me withdraw that balance.

Thank you!

Olá Veronika,

Como deve imaginar, já não tenho os emails enviados (até acho que foi via apoio ao cliente, chat), mas se analisar bem a informação que lhe enviei, vai notar que o próprio casino associa as contas.

De qualquer forma, aqui o foco não deve ser se eu pedi ou não a autoexclusão, mas sim que o casino tem 3.000 euros meus em SALDO REAL e não me deixa levantar esse saldo.

Obrigado!

Dear Fakir

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Fakir, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of 22bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion, why was the player allowed to create a new account and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear Fakir,

At the moment, your account is undergoing the verification process.

We would also like to remind you that, according to our Terms and Conditions — accepted during registration — creating multiple accounts, re-registering under a different name, or providing third-party, invalid, or altered documents (including edited or manipulated files) is strictly prohibited.

During any self-exclusion or self-restriction period, players must not attempt to create a new account. If a new account is created under different details during such a period, the Company cannot be held financially or otherwise responsible for any activity on that account.

Please also note that we actively monitor for duplicate or newly created accounts that violate these rules. Once detected, such accounts are subject to immediate restriction or closure in accordance with our policies.

These measures are part of our regulatory framework and are applied equally to all users to ensure fairness and compliance.

Thank you for your understanding.

Dear Casino Guru and 22Bet team,

Thank you for your reply.

I would like to clarify that I have complied with all verification requests (KYC) requested by 22Bet and have submitted all necessary documentation to confirm my identity.

I understand that, according to your Terms and Conditions, you may decide to close the account due to the existence of multiple accounts or self-exclusion periods. If this is the company's final decision, I accept that the account will be permanently closed.

However, I find it disproportionate that I am required to provide a medical certificate from a psychiatrist stating that I do not suffer from gambling addiction, especially when the apparent aim is to block or close the account. This kind of demand doesn't seem reasonable or necessary to resolve the situation.

My main question at the moment is simple and objective:

- What will happen to the remaining balance of €3,000 currently in the account?

If the account is going to be closed, I ask that 22Bet make it clear how this balance will be treated.

I would also like to remind you that

- the account was created using my real details and the same ID document;

- the deposits were accepted normally;

- I was allowed to play;

- and the account was only blocked after I made a profit and requested a withdrawal.

All I'm looking for is a clear and fair resolution to this situation.

I would be grateful if 22Bet could clarify:

1) whether the account will be closed for good;

2) what the €3,000 currently held will be used for;

3) and what is the concrete basis for demanding a medical certificate in this context.

Thanks to Casino Guru for following this case.

Best regards,

JC

Caro Casino Guru e equipa da 22Bet,

Obrigado pela resposta.

Gostaria de esclarecer que cumpri todos os pedidos de verificação (KYC) solicitados pela 22Bet e enviei toda a documentação necessária para confirmar a minha identidade.

Compreendo que, de acordo com os vossos Termos e Condições, possam decidir encerrar a conta devido à existência de múltiplas contas ou períodos de autoexclusão. Se essa for a decisão final da empresa, aceito que a conta seja encerrada permanentemente.

No entanto, considero desproporcional que me seja exigido um certificado médico de um psiquiatra a declarar que não sofro de dependência do jogo, especialmente quando o objetivo aparente é bloquear ou encerrar a conta. Este tipo de exigência não parece razoável nem necessário para resolver a situação.

A minha principal questão neste momento é simples e objetiva:

- O que irá acontecer ao saldo restante de €3.000 que se encontra atualmente na conta?

Se a conta vai ser encerrada, peço que a 22Bet esclareça claramente qual será o tratamento dado a esse saldo.

Recordo também que:

- a conta foi criada com os meus dados reais e com o mesmo documento de identificação;

- os depósitos foram aceites normalmente;

- fui autorizado a jogar;

- e a conta apenas foi bloqueada após eu ter obtido ganhos e solicitado levantamento.

O que procuro é apenas uma resolução clara e justa desta situação.

Agradeço que a 22Bet esclareça:

1) se a conta será definitivamente encerrada;

2) qual será o destino dos €3.000 atualmente retidos;

3) e qual a base concreta para exigir um certificado médico neste contexto.

Obrigado ao Casino Guru por acompanhar este caso.

Cumprimentos,

JC

Dear Fakir,

We understand your concerns.

However, please note that this platform is not our Support Team, and we do not handle verification or document review here. All such matters must be addressed directly with our Support Department.

The decision regarding your case, including any additional documents that may be required, is made exclusively by the relevant verification team. They may request further information depending on the review results.

We kindly ask you to communicate directly with Support and provide the documents requested. They will be able to give you accurate and case-specific clarification.

Thank you for your cooperation.

Dear Casino Guru and 22Bet team,

Thank you for your reply.

I would like to clarify that I am already in contact with 22Bet's Support Department and that I have already submitted all the documents requested for identity verification (KYC).

The only additional requirement made of me was to present a medical certificate from a psychiatrist or psychotherapist confirming that I do not suffer from gambling addiction. I find this requirement disproportionate, especially considering that the account was successfully created, deposits were accepted and I was allowed to play normally before any blockage. Support is no longer answering me, they're just asking for the document.

If 22Bet's final decision is to permanently close the account due to their internal policies, I understand that decision.

However, I still don't have a clear answer to the most important question:

what will happen to the €3,000 balance that remains in the account?

I ask 22Bet to clarify publicly:

- whether the funds will be returned;

- if only the deposits will be returned;

- or whether they intend to confiscate the remaining balance.

I emphasize that I am willing to cooperate and resolve the situation amicably, including permanently closing the account.

Please contact support, as for a KYC I have already sent everything, ID, Photos, Bank Statements, everything.

Thanks to Casino Guru for continuing to follow this case.

Best regards,

JC

Caro Casino Guru e equipa da 22Bet,

Obrigado pela resposta.

Gostaria de esclarecer que já estou em contacto com o Departamento de Suporte da 22Bet e que já enviei todos os documentos solicitados para verificação de identidade (KYC).

A única exigência adicional que me foi feita foi a apresentação de um certificado médico de um psiquiatra ou psicoterapeuta a confirmar que não sofro de dependência do jogo. Considero esta exigência desproporcional, especialmente tendo em conta que a conta foi criada com sucesso, os depósitos foram aceites e fui autorizado a jogar normalmente antes de qualquer bloqueio. O suporte atualmente já não me responde mais, só pede o documento.

Se a decisão final da 22Bet for encerrar permanentemente a conta devido às suas políticas internas, compreendo essa decisão.

No entanto, continuo sem uma resposta clara sobre a questão mais importante:

o que acontecerá ao saldo de €3.000 que permanece retido na conta?

Peço à 22Bet que esclareça publicamente:

- se os fundos serão devolvidos;

- se apenas os depósitos serão devolvidos;

- ou se pretendem confiscar o saldo restante.

Reforço que estou disponível para cooperar e resolver a situação de forma amigável, incluindo o encerramento permanente da conta.

Contacte com o suporte, pois para um KYC já enviei tudo, ID, Fotos, Extratos Bancários, tudo.

Agradeço ao Casino Guru por continuar a acompanhar este caso.

Cumprimentos,

JC

I would like to thank both sides for further responses. I will now explain the situation from the Casino Guru perspective, advising best steps forward for the casino to take. However I do not expect you will like it much, dear Fakir.

Dear 22bet Casino, according to the player, he has previously self-excluded from your services, stating gambling addiction as a reason. If this was the case, we expect the casino to block the account, stop the marketing communication and to blacklist player's credentials, to prevent from re-registering.

According to the player, he was able to create a new account using the same credentials and national ID number, then deposit and play as usual. Casino Guru sees this as a failed self-exclusion and violation of player protection rules. We believe the player should not have been able to create new account using the same personal credentials, and thus should not have been able to deposit or withdraw money, and neither to play and win or lose said money.

Considering the above, I would propose the following steps to be taken:

• instant closure of the secondary account
• turning off advertising messaging via both e-mail and SMS
• refunding all the deposits made into this secondary account, minus any withdrawals made in the meantime
• voiding all winnings accumulated on the secondary account

The player has also stated he was able to withdraw 1,000 EUR, therefore if the sum of all deposits is lower than this, Casino Guru will not request additional refund on the player's behalf.

Important note: if the secondary account has been created with fake credentials (false or altered name and surname, address, country of residence, DOB, etc.) then we would suggest treating the secondary account as breaking the casino's terms and conditions about multiple account usage, with all the consequences implied.

Regarding the document stating being/not being a gambling addict: Casino Guru does not recognise this as evidence, or proof, and in every case of player protection these documents are not taken into consideration. This is simply because for one it is easy to obtain (or fake), and also gambling addict would say or do anything, to be allowed chasing wins again. We always recommend casinos to follow the simple rule: "once a gambler, always a gambler" and never reopen or allow to re-registration of known gambling addicts. It always ends up the same way - player losing too much money, then lodging a complaint with chosen mediator. Gambling addicts needs professional help, and be safeguarded against themselves by the casinos as much as possible.

Dear 22bet Casino, please let me know of your decision and what do you intend to do with this issue, so I can understand what next steps will be taken. If you would like to discuss the case separately, or need to share internal information or screenshots not suitable for public view, feel free to e-mail me directly at [email protected]. Nothing will be shared or forwarded. Thank you.

Dear Matej,

Thank you for your detailed explanation and for outlining Casino Guru’s perspective.

First of all, we would like to clarify that player protection and self-exclusion are taken very seriously on our side. Whenever duplicate accounts are detected, they are restricted in accordance with our internal policies. As a large international platform with a significant user base, detection may not always be technically immediate, particularly in cases where a player attempts to bypass previously applied restrictions.

The secondary account has now been permanently closed. Any winnings generated on this account have been voided in line with our Terms and Conditions. The player has already withdrawn funds from the account; therefore, there are no remaining deposits eligible for refund.

We appreciate your cooperation in this matter.

Dear Matej,

The accounts were created with my real personal details, including my Portuguese ID number. I never changed my name, address, ID number, date of birth, parents, everything was the same on all 3 accounts. I never hid my identity. Even the withdrawal and deposit methods used on all the accounts were always the same.

Caro Matej,

As contas foram sim criadas com os meus dados pessoais reais, incluindo o meu número de Identificação de Portugal. Todas as contas tinham os mesmos dados com exceção do Email, nunca alterei o meu nome, morada, n° de identificação, data de nascimento, pais, tudo foi igual nas 3 contas. Nunca escondi a minha identidade. Inclusive os métodos de levantamentos e depósitos utilizados em todas as contas foram sempre os mesmos.

Hello,

We are currently checking the details of this case and will get back to you shortly with an update.

Thank you for your patience.

Dear Matej,

We have sent you a detailed email with the requested information for this case. Kindly check your inbox at your convenience.

If you need any additional details or clarification, please feel free to let us know — we’ll be happy to assist further.

Thank you.

Thank you for the response, dear 22bet Casino, much appreciated. I have responded with further questions and hope for the quick answer. Cheers :)

The messaging exchange continues, since the casino is not willing to share the evidence, the progress is very slow. I am trying to come up with reasonable options, in hopes we can speed up the mediation process.

We would like to ask the 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’ which may negatively affect its rating.

Dear Matej,

We have sent you an email regarding this case with the relevant details and clarification from our side. Could you please kindly check your inbox when you have a moment?

If needed, we will be happy to provide any additional information there as well.

Thank you in advance for your time and attention.

Dear Fakir, you have indicated 3,000 EUR as a disputed amount to be refunded. Can you please confirm whether this is the total of your winnings, deposits, or bonuses? Or mix of all of the funds? I am trying to establish what is this sum related to, and whether you have made any kinds of withdrawals before the accounts got shut down. Thank you.

Thank you for the details. Do you know exactly how much have you deposited after filling out the personal details in each of the accounts?

Also, can you find out how much have you withdrawn from all these accounts, before they were closed?

I am asking yourself, because to get this information from the casino will take much more time, and I would like to move the investigation forward a bit faster. Thank you for your understanding and cooperation.

Thank you, I have received the message and uploaded the evidence amongst the case files.

I have also e-mailed the casino representative for more information. So far, I am unable to obtain any screenshots from the casino, so I may need your help in obtaining them later on. We'll see once I hear back from the representative. I'll keep you informed.

Dear Fakir, I have received a message from the casino.

Due to the GDPR, the casino will not send me your profile details and cashier history, however they confirmed this information will be provided to yourself. So, we'll have to go the long way around with this.

Please, send an e-mail to the 22bet support team (you can add my email [email protected] in the CC so I can confirm the message has been sent) requesting the following details for each of your accounts:

• date and time of account creation
• screenshot of profile details filled with your credentials, and when was the profile information entered
• detailed cashier history showing deposits and withdrawals alongside the dates and times

Once you obrain this - in case they delete my address fro mthe CC - you can forward it to me for a review. Once you send the message, I will swap the timer back towards the casino. Thank yo ufor your cooperation!

Dear Matej,

Thanks again for your help. I have already sent the email and posted it on CC.

Having said that, just a note to the casino: If the casino eventually wants to go back on the decision to void deposits and winnings and simply give me back the winnings from the 3rd account, i.e. the actual balance I had when they reinstated my account, I can mark the complaint as resolved. Otherwise, I have all the time in the world and I'll fight to have the cancellation policy applied to my second account as well. If the policy applied to the third account, it should also apply to the second.

Thank you very much for your attention

Caro Matej,

Mais uma vez muito obrigado pela ajuda. Já enviei o email e coloquei-o em CC.

Posto isto, apenas uma nota para o casino: Se o casino eventualmente quiser voltar atrás na decisão de anular depósitos e ganhos e simplesmente devolver-me os ganhos da 3ª conta, ou seja, o saldo real que eu tinha quando me restingiram a conta, eu posso marcar a reclamação como resolvida. Senão, eu tenho todo o tempo do mundo e vou lutar para que a política de anulamento seja aplicada também à minha segunda conta. Se a política aplicou-se na terceira conta, também se deveria de aplicar na segunda.

Muito obrigado pela atenção

Thank you Fakir, I have received all your messages.

As a next step, I have contacted casino representative to see what can be done to help. I have asked for intervention with the support team to get the information asap.

Hello Matej,

We hope you are doing well.

We have sent you an email with additional information regarding this case. Please kindly check it when you have a chance.

Thank you in advance.

Dear Matej,

The request has already been sent, I've put it in CC.

Thanks again

Caro Matej,

A solicitação já foi enviada, coloquei-o em CC.

Obrigado mais uma vez

Dear Fakir,

Сould you please kindly confirm whether you have already received a response from our AML Team regarding this matter?

Thank you.

Hello,

I haven't received a reply so far. I'll wait and let you know as soon as I do.

Thank you

Olá,

Até ao momento ainda não recebi qualquer resposta. Vou ficar a aguardar e assim que receber faço chegar a informação.

Obrigado

We would like to ask the 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’ which may negatively affect its rating.

Hi Matеj,

We have sent you an email with some additional information regarding this case.

Could you please kindly review it when you have a chance? We believe the newly provided details are relevant to the further assessment of the complaint.

Thank you in advance for your time and assistance.

Thank you for the message, dear 22bet Casino, much appreciated. I will respond to it shortly.

Dear Fakir, the casino has provided me with the profile details we needed. One last thing I would like to ask you is to send me the messages you have e-mailed to the casino, requesting the account closure of your first and second account. The evidence you have sent to me and Veronika previously, is not containing these self-exclusion requests, and those are crucial for this investigation. Thank you vey much.

Dear Matej,

I have emailed you the evidence that I believe is sufficient, with the casino itself admitting that my account was blocked due to addiction.

If this isn't more than enough to clarify the situation, I don't know what could be.

Best regards,

Caro Matej,

Enviei-lhe por email as provas que acredito serem suficientes, com o próprio casino a admitir que a minha conta foi bloqueada por vício.

Se isto não for mais que suficiente para esclarecer a situação, não sei o que poderá ser.

Com os melhores cumprimentos,

Dear Fakir, the provided screenshots are too vague. It is not even clear which one of your three accounts you are reffering to and it is not possible to say whether the request for the medical documents is due to the account being originally closed due to self-exclusion, or if the agent is just following the caisno's T&C 2.4 ensuring that the returning customer is not a gambling addict.

As mentioned before, I need your original requests for account closure. Whether it was done via e-mail or live chat, I need the proof you have requested an account closure yourself, and it was not forced by casino. Thank you.

Dear Matej,

I've sent it again and ask you to take it seriously.

For those watching from the outside, I sent Matej a screenshot of a communication with the casino, where Casino 22BET says:

"Because you have two accounts, one blocked for addiction"

That's not being vague! This is being very direct!

So if this isn't more than enough proof that I blocked my first account...

And anyway, we're already getting away from the original focus of the complaint. Matej even said and I quote: "Dear Fakir , if you used your real credentials to re-register your second and third accounts, then according to our standards, you are entitled to a full refund"

Have you checked this? Has the casino provided this information? Because my 3,000 euros of winnings from the third account were wiped out.

That's why I came up with the conversation, if you want to void deposits, we have to consider the second account as well.

But okay, I'd ask you to look into the situation.

Thank you

Best regards

Caro Matej,

Voltei a enviar e peço que analise com seriedade.

Para quem está a ver de fora, enviei para o Matej uma captura de ecrã de uma comunicação com o casino, onde o Casino 22BET diz:

"Porque o senhor tem duas contas, uma bloqueada por vício"

Isto não é ser vago! Isto é ser muito direto!

Portanto, se isto não é prova mais que suficiente que eu bloquei a minha primeira conta..

E de qualquer forma, já estamos a fugir ao foco original da reclamação. O Matej chegou a dizer e passo a citar: "Prezado Fakir , se você utilizou suas credenciais reais para registrar novamente sua segunda e terceira contas, então, de acordo com nossos padrões, você tem direito a um reembolso integral"

Já verificou isto? O casino já forneceu estas informações? Porque os meus 3.000 euros de ganhos da terceira conta foram anulados.

Daí eu ter vindo com a conversa, se querem anular depósitos, temos de considerar também a segunda conta.

Mas pronto, peço que analise bem a situação.

Obrigado

Com os melhores cumprimentos

Dear Fakir, I needed your message requesting the self-exclusion. From the conversation with the agent it is not clear which account is closed due to gambling addiction. For all intents and purposes, it could have been your third account, in which case I may not be even able to request any kind of refund from the casino. I needed your self-exclusion request to be able to verify which account has been self-excluded - whether your first, second or third. To move the investigation forward, I will obtain this information from the casino representative and share my findings within this thread.

Also, I would like to clarify my statement of:

"Dear Fakir , if you used your real credentials to re-register your second and third accounts, then according to our standards, you are entitled to a full refund"

I meant a refund of your deposits, not winnings. According to our fair gambling codex and player protection rules - if you account has been closed due to gambling addiction, then the second account should have never been possible to open, deposit and play with. To be fiar towards both sides of the argument, same way as you should not have been able to deposit and lose money, you should also not be able to play and win money. Therefore the refund amount is always calculated as total deposits minus any withdrawals and with winnings void out.

Dear Matej,

Thank you for your reply. In the meantime, the AML team has replied to me and on the basis of this data, you can see that the first account was also banned at the time.

So, regardless of the reason for the ban, if I was banned from the casino, I shouldn't have been allowed to deposit into the second and third accounts. I hope that's enlightening.

For outsiders, not only has the casino admitted that I have an account banned for addiction (which the casino guru seems to want to ignore, but if it were about my third account I wouldn't even be able to be on the site talking to support). If that weren't proof enough, today the casino sent me the entire history of the 3 accounts and it's clear that my first account has been banned from the site. Now, if the account is banned (and if this information comes from the casino itself), they shouldn't have let me create the second and third accounts and deposit.

Thank you all for your attention.

Best regards

Caro Matej,

Obrigado pela resposta. Entretanto a equipa AML respondeu-me e com base nesses dados, consegue verificar que a primeira conta foi também banida na altura.

Ora, independentemente do motivo do ban, se eu fui banido do casino, não deveria ter sido autorizado a depositar na segunda e terceira conta. Espero que seja esclarecedor.

Para quem está de fora, além do casino ter admitido que eu tenho uma conta banida por vício (e que o casino guru parece querer ignorar, se fosse sobre a minha terceira conta nem sequer iria conseguir estar no site a falar no suporte). Se isto não fossem provas suficientes, hoje o casino enviou me todo o histórico das 3 contas e é visível que a minha primeira conta foi banida do site. Ora, se a conta é banida (e se esta informação é proveniente do próprio casino), não me deveriam ter deixado criar a segunda e terceira conta e depositar.

Obrigado a todos pela atenção.

Com os melhores cumprimentos

I would like to thank the 22bet Casino for providing all the requested details regarding this case. It was most helpful.

Dear Fakir, with the details provided by yourself and the casino, I was able to piece together a timeline of events, and arrive at conclusion regarding this case.

Firstly, I can confirm that your first and second account were closed as self-exclusion due to gambling addiction. However, the second account has been created using different/modified personal credentials to avoid the protection system. Therefore, I am unable to request a refund of anything deposited on the second account.

Your third account has been created using the same, unmodified personal details as the second account, and in this case we believe that the player protection system at the casino has failed, as your credentials were not recognised by the system and not flaged in time for manual review.

As the account has now been closed and in the meantime you have managed to withdraw 1,000 EUR which is more than your original deposit of 200 EUR, according to our usual procedures you are in surplus and thus ineligible for any further refunds.

Important note: to be fair towards both sides, Casino Guru believes the same way you should not have been able to register another account and deposit/lose moeny, the same way you should not have been able to play and win. Therefore, in cases like this one we always agree with voiding any winnings.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.