22bet Casino - A conta do jogador foi encerrada e os saques foram atrasados.

I registered at 22Casino (from the logo I assume it's the same as 22Bet) on July 11. After a few deposits, a few losses and a few wins, I decided to make two withdrawal requests, one for €300 and one for €600. I know it usually takes no more than a day. I asked the chat for days and the answer was always the same, you have to wait up to 7 working days, customer support doesn't work. After 3 days of my insistence, someone in the chat tells me that I have to send a photo of my ID card. I realize that the account has been blocked, I'm not allowed to top up and my withdrawals have been withheld, without anyone telling me or asking me for anything. So, when I register, nothing is asked or verified, when I load and play, neither, when I try to withdraw money, the account is blocked and over-verified. And the problem begins, because they ask me to send it, which I did immediately, to the email , but for a week now I've been trying by all means to get an answer and nothing. It's as if they don't exist. I've spoken in chat, I've sent emails to , to , to and I've been unable to resolve the situation. They all reply saying the same thing: you have to wait. Security, who receives the document, remains silent. So my withdrawal request of July 12 has still not been made and I still haven't received the amount, I've been waiting for more than a week for that money and I've been waiting for a week for a response from the security department about the validation of my document. I don't even want to continue with the account, I just want the winnings that are rightfully mine to be returned to me.

Registei-me no 22Casino (pelo logotipo presumo que se trata do mesmo que o 22Bet em 11/07. Após alguns depósitos, algumas perdas e alguns ganhos, resolvi efetuar 2 pedidos de levantamento, um de 300€ e um de 600€. Sei que por norma não demora mais que um dia. Durante dias questionei o chat e a resposta é sempre a mesma, tem que aguardar até 7 dias úteis, o apoio ao cliente não funciona. Ao fim de 3 dias de insistência minha, alguém no chat me diz que tenho que enviar a foto do cartão de cidadão. Percebo que a conta foi bloqueada, não me permite carregar valores e os meus levantamentos foram retidos, sem que ninguém me avisasse ou me pedisse algo. Portanto, aquando do registo nada é pedido nem verificado, quando se carrega e joga também não, quando se tenta levantar valor, a conta fica bloqueada e sobre verificação. E o problema começa, porque me pedem o envio, que eu fiz de imediato, para o mail security@22casino.com, mas já uma semana que tento por todos os meios que me respondam e nada. É como se não existisse. Falo no chat, envio mail para o support-pt@22casino.com, para o block@22casino.com, para o complaints@22casino.com e nada de conseguir resolver a situação. Todos respondem a dizer o mesmo, tem que aguardar. O security, que recebe o documento, mantém o silêncio. Portanto, o meu pedido de levantamento de 12/7 continua sem ser efetuado e eu não recebi ainda o valor, estou há mais de uma semana à espera desse dinheiro e há uma semana à espera de resposta do departamento de segurança, sobre a validação do meu documento. Eu nem pretendo continuar com a conta, só que me devolvam os ganhos que são meus por direito.

Hello,

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.

• From the screenshot you provided, the payouts seem completed. Is that not accurate?
• When was the last time you were in contact with the casino and what did you discuss?
• Have you made successful withdrawals from the casino in the past?
• Have you asked the casino to close your account already? With what result?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Yes, the payments appear as completed, so I trusted that they would be transferred to me. But it hasn't happened. And every time I speak to them I'm told that the account is under verification and that's why they're withholding withdrawals.

I've been talking to them every day since July 14th. Every day. The chat only tells me to wait. All the other emails say is that I have to send a copy of the CC to (which I did on 15/7) and I get no reply from that email.

I didn't ask for my account to be closed. I already had another one, with a different email address, and I made successful withdrawals without any problems. At some point I asked to close that account and I had no problem. I was never asked for any documentation.

Now I've opened this one. I've had enough of talking to them, they don't solve anything via chat. By email they don't solve anything, or they don't reply. They're always asking for the same thing, they're like robots...

Olá! Sim, os pagamentos aparecem como concluídos e portanto confiei que me seriam transferidos. Mas tal não aconteceu. E sempre que falo com eles é dito que a conta está sob verificação e por isso eles estão a reter os levantamentos.

Todos os dias desde dia 14/7 que falo com eles. Todos. O chat só me sabe mandar aguardar. Os outros mails só sabem dizer que tenho q enviar a cópia do CC para o security@22casino.com (coisa que fiz dia 15/7) e desse mail não recebo qualquer resposta.

Eu não pedi encerramento da conta. Já tive uma outra, com outro endereço de mail, tive saques bem sucedidos, sem problema. Em determinada altura pedi para encerrar essa conta e não tive problema. Nunca me foi pedida documentação nenhuma.

Entretanto abri esta. Já estou farta de falar com eles, via chat não resolvem nada. Por mail não resolvem, ou não respondem. Estão sempre a pedir o mesmo, parecem robôs...

This is the kind of response I get in chat, over and over again... But nobody solves anything. We just have to wait, I'm not sure for how long or why.

É este tipo de resposta que recebo no chat, vezes sem conta... Mas ninguém resolve nada. É só aguardar, não sei muito bem até quando nem porquê.

I've just received this mail:

Although I already sent the photo of the CC a week ago... I've just sent more of the documents they're asking for now...

Acabei de receber este mail:

Embora já tenha enviado há uma semana a foto do CC... Acabei de enviar mais os documentos que me estão a pedir agora...

After I sent them a copy of my CC yesterday and the rest of the documentation they remembered to ask for yesterday (11 days later), I get this email again:

This is a joke, they keep repeating the same things and we go on like this, without them giving me back the money from my withdrawals...

Depois de ontem eu ter enviado mais uma vez a cópia do meu CC e com o resto da documentação que se lembraram ontem de pedir (11 dias depois), volto a receber este mail:

Isto é uma palhaçada, eles repetem constantemente as mesmas coisas e andamos nisto assim, sem que me devolvam o dinheiro dos meus levantamentos...

This is the kind of response I keep getting from support. I've had one reply from the supposed complaints department, asking for more documents (as I wrote above) and from the supposed security department I've NEVER received any feedback on the constant emails and documents I've been sending since July 15 - 11 days ago ... No reply, no money.

É este o tipo de resposta que continuo a receber do suporte. Do suposto departamento de reclamações tive uma resposta e foi a pedir mais documentos (conforme escrevi mais acima) e do suposto departamento de segurança NUNCA recebi nenhum feedback sobre os constantes mails e documentos que ando a enviar desde dia 15/7 - há 11 dias ... Nem resposta nem dinheiro.

Today's reply, after 39 emails sent to this supposed department...

Resposta de hoje, depois de 39 mails enviados para esse suposto departamento...

Thanks for your patience.

The support in one of the emails you submitted refers to 2 players' accounts:

You wrote: (translated):

I didn't ask for my account to be closed. I already had another one, with a different email address, and I made successful withdrawals without any problems. At some point I asked to close that account and I had no problem. I was never asked for any documentation.

• Could you please explain in more detail the situation? Are both player accounts yours?
• Have you created the 2 accounts on the same website, 22cas.com?

Looking forward to your reply.

Hi. Yes, I had an account with an e-mail address that I asked to be canceled after a while, which was done. Later I created a new one, with the address , which is the one that is withholding withdrawals.

Olá. Sim. Tive uma conta com um endereço de mail que ao fim de algum tempo pedi para cancelar e foi feito. Mais tarde criei uma nova, com o endereço trixinha.fox@gmail.com, que é esta que estão a reter os levantamentos.

After 16 days and more than 50 emails, I received a "reply" from .

I didn't quite understand the result, but I'm waiting for further explanations. I hope they don't mean that they're going to take my two 900€ withdrawals!

Ao fim de 16 dias e mais de 50 mails, recebi "resposta" do mail security@22casino.com.

Não percebi muito bem o resultado, mas enfim, aguardo mais explicações. Espero que não estejam a querer dizer que vão ficar com os meus 2 levantamentos de 900€!

Well, the security department didn't get back to me, but two days ago I received an email from with the following information:

So they have definitively blocked the account (and I don't care much about that because I wasn't going to use it any more) and indicate that there has been a successful withdrawal. I don't know where, because 21 days later I'm still waiting for my 900 euros, which they're still withholding. At the moment I can't access any information from the casino account, but I don't have my money either. I've asked for clarification, but as is typical, nobody answers anything

Ora bem, o departamento de segurança não me respondeu mais, mas recebi há 2 dias um mail de block@22casino.com com a seguinte informação:

Portanto, bloquearam definitivamente a conta (e isso interessa-me muito pouco porque não ia continuar a usar) e indicam que houve uma retirada bem sucedida. Não sei onde, porque 21 dias depois continuo a aguardar os meus 900€ que continuam a reter. Este momento já não consigo aceder a nenhuma informação da conta do casino, mas também não tenho o meu dinheiro. Já pedi esclarecimentos, mas como é típico, ninguém responde a nada

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear PatCas,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Thank you in advance for your time and feedback.

Best regards,

Tomas