22bet Casino - Тегленето на играча се забави поради проблеми с акаунта.

Good morning.

I opened my account in 2022.

I was occasionally placing bets.

In December 2024, I won a substantial amount, and I was able to withdraw without any issues until January 2, 2025, when my withdrawal was denied, and they started asking for a lot of documents, which I sent. They also inquired about my relationship with a person (my girlfriend).

I opened an account for my girlfriend in July 2024 because she didn't know how and wanted to show her. However, it was opened and she never used it again. It was set up at my house, but from another device, and I can't recall if it was with mobile data or the neighbor's wifi to avoid issues with the regulations. The account was verified with my girlfriend's details, so everything was different (including the address since she lives elsewhere).

I've been using my account and was able to withdraw until they started asking for a lot of documents, and now they are assuming it's a multi-account.

My girlfriend never played on her account; in the end, she wasn't interested in entering the world of betting and left it at that. I can demonstrate that there is no fraud or connection with my account and that I only use my personal account to bet.

I hope you can help me. Thank you very much.

Buenos días.

Mi cuenta la abrí en el 2022.

Estuve apostando de vez en cuando.

En diciembre 2024 gane una buena cantidad, estuve retirando sin problema hasta que el día 2 de enero 2025 me negaron el retiro y empezaron a pedir muchos documentos los cuales mandé y preguntaron por la relación que tengo con una persona (mi novia).

Le abrí una cuenta a mi novia en julio 2024 ya que ella no sabía cómo y quería mostrarle. Sin embargo se abrió y ella ya nunca la usó. Se abrió en mi casa pero desde otro dispositivo y ya no me acuerdo pero con datos o wifi del vecino para que no haya problema por lo del reglamento. Se verifico con datos de mi novia así que todo fue diferente (también dirección ya que vive en otro domicilio).

Mi cuenta la estoy usando y podía retirar hasta que me empezaron a pedir muchos documentos y ahora suponer que es multicuenta.

Mi novia nunca jugó en su cuenta, en fin ya no le interesó entrar al mundo de las apuestas y lo dejó así, puedo demostrar que no hay ningún fraude y relación con mi cuenta y que yo solo uso mi cuenta personal para apostar.

Espero me puedan ayudar. Muchas gracias.

Dear Lucabudal,

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 current balance with the help of a bonus? 
• Could you please share with me your communication with the casino regarding the accusations against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Hi, Tomas. I sent you an email. Regards.

Hola, Tomas. Te envié un correo. Saludos.

Thank you very much, Lucabudal, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected])  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.  

Dear Lucabudal,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 22bet Casino representative to join this conversation and participate in resolving this complaint.

Dear 22bet Casino,

Could you comment on this?

Thank you in advance for providing the information.

Good morning.

I was able to withdraw now. They disabled my account without giving a reason (deposits, withdrawals, placing bets) but they allowed me to withdraw the full amount.

The case can be closed. Thank you.

Buenos días.

Ya pude retirar. Me deshabilitaron la cuenta sin dan la razón (ingresos, retiros, hacer apuestas) pero dejaron retirar el dinero completo.

Se puede cerrar el caso. Gracias.

Hello, we are very glad that the situation has been resolved. We thank you for your co-operation and trust. All the best!

Dear Lucabudal,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru