22bet Casino - A conta do jogador foi encerrada e os ganhos confiscados.

I tried to withdraw the balance from my 22bet account. After a series of emails and several documents, including a passport, selfie, etc., I was told that I had other accounts besides my own. Consequently, all my winnings were taken away, leaving only the funds I had uploaded. I withdrew them, of course, and now my account is blocked and I can no longer access it. No proof of the duplicate accounts was provided, especially since I'm sure I only have one with my documents. I'm attaching several screenshots.

Ho provato a prelevare il saldo dal mio account di 22bet, dopo una serie di mail scambiate e diversi documenti invianti tra cui passaporto, selfie ecc.., mi è stato detto che io avevo altri account oltre al mio e di conseguenza mi sono stati tolti tutti i soldi delle vincite e lasciati solo i soldi che avevo caricato, li ho prelevati ovviamente ed ora il mio account è bloccato e non posso neanche più accedervi, non è stata fornita alcuna prova degli account duplicati, anche perchè io sono sicuro di averne solo 1 con i miei documenti. Allego vari screenshot

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Gento,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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,

Veronika

Good morning, thank you very much for your reply.

I'm not the only one playing, I'm 100% sure that no one has played or created an account with my IP.

Absolutely no VPN, I was playing either on 4G or WiFi.

I was asked for all sorts of documents, from my ID card to my driving license to my passport. I also sent bills and bank statements to verify my address.

I'm pretty sure I've never used any bonuses (unfortunately, I don't remember 100%).

I used to bet on football sporting events.

Thank you very much again I look forward to hearing from you

Buongiorno grazie mille per la risposta.

No gioco solo ed unicamente io, sono sicuro al 100% che nessuno abbia giocato o creato un’account con il mio IP.

Assolutamente nessuna VPN, giocavo o in 4g o in WiFi.

Mi è stato richiesto qualsiasi tipo di documento, dalla carta d’identità alla patente al passaporto, ho inviato bollette ed estratti conto per verifica dell’indirizzo di residenza.

Sono abbastanza sicuro di non aver mai utilizzato bonus (purtroppo non ricordo al 100%).

Scommettevo sugli eventi sportivi calcistici.

Grazie mille ancora attendo vostre

Thank you very much, Gento, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear 22bet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

Thank you for reaching out. We’ve carefully reviewed this case and confirmed that the player was found to have created multiple accounts, which is strictly prohibited by our platform’s terms and conditions.

The corresponding evidence has been provided to Pavel via email for review.

Thank you for your attention and cooperation.

Good morning, I hope Pavel can at least give me a more detailed explanation than the one you provided via email, given that if there are other accounts with my documents I will have to file a complaint because my identity has been stolen, because I am 100% sure that I only have one account out of 22. Thank you.

Buongiorno, spero almeno pavel mi dia una spiegazione più dettagliata rispetto a quella fornita da voi via mail, dato che se ci sono altri account con i miei documenti devo andare a sporgere denuncia perchè la mia identità è stata rubata, perchè io sono sicuro al 100% di avere solo ed un unico account su 22. Grazie

Gento, I cannot share the specific details of the evidence which the casino has provided, but I can tell that there are multiple accounts which were accessed either by you or by another person from your home. In any case, this is a thing that we cannot accept, therefore, I must reject your complaint.

We have reopened this complaint to give the player more clear and precise feedback following their request on our player's forum.

Dear Gento, first of all, I am sorry if my explanation was not clear enough. The thing is, the evidence which we received from the casino is considered by us to be the most sufficient in confirming cases of multiple accounts, therefore, I must have rejected your complaint based on it, doing otherwise would create a precedence which would call into questions decisions made in thousands of previously rejected complaints, so it is just not possible.

The second thing I want to mention is the reason why I cannot share the evidence the casino sent me. If I shared it the biggest problem would be that you could use it to bypass multiple accounts restrictions in other casinos, that given that you indeed have multiple accounts.

Also, speaking of probability of you having multiple accounts, I am 99% sure that you do, given that your questions in the complaint thread and reopen request indicate your knowledge on the subject (different devices usage, IP changes), which the usual player would not have, and would not have mentioned it in the reopen request. Instead, the average player usually asks for more help or resources which they can use to have a chance on returning their funds. Instead of doing so, you have just asked further on the specifics of the evidence.

Finally, if you are still not satisfied with my response or our decision, you can lodge a complaint with the regulator. In the 22 Bet's case it is Kahnawake Gaming Commission, which you can contact via complaints@gamingcommission.ca. If you will do so and receive a response from the regulator, please, forward it to my e-mail: pavel.k@casino.guru, so I can change the complaint status to "Waiting for the regulator's decision".

Please, let me know if you have any more questions or if I can close the complaint.

Good morning, I'm sorry to read this, especially that you also believe I have multiple accounts when you should be protecting me. I'd really like to have you physically come and check all my devices to prove otherwise, since I'm 100% sure of what I say, and I wouldn't be arguing here if I actually had multiple accounts. My knowledge of the industry comes from my main job, so it seems absurd to blame a player simply because they're more educated than the average player. I apologize if my job has provided me with this information and knowledge, but precisely because I have this knowledge, it seems impossible to me that something like this could have happened. I'm completely honest and I don't know what other information I can provide to prove my innocence. Whatever you need, I'm willing to provide it with complete transparency. I've asked for further evidence since, as I've already said, I can't explain how and what happened.

As I told you, I'm concerned about recovering the funds that were unfairly taken from me since I'm sure I only have one account.

Yes thank you I would like to contact the authorities at this point I think it is the only way I have to prove my innocence and recover my money, so I have to forward it to your email pavel.k@casino.guru Which request will you then send to the authorities? Or do I have to send two copies, one to you and one to the authorities, via this email? complaints@gamingcommission.ca

Buongiorno, mi spiace leggere queste cose, sopratutto mi spiace leggere che anche voi crediate che io abbia più account quando dovreste tutelarmi, vorrei veramente potervi far venire fisicamente a controllare tutti i miei dispostivi per provarvi il contrario dato che di quello che dico sono sicuro al 100% e non starei qui a controbattere se davvero avessi usato più account, la mia conoscenza del settore deriva dal mio lavoro principale quindi mi sembra assurdo colpevolizzare una giocatore semplicemente perchè è più istruito magari del giocatore medio, mi scuso se il mio lavoro mi ha fornito tali informazioni e conoscenze, ma proprio perchè ho queste conoscenze mi sembra impossibile sia accaduta una cosa del genere. Sono totalmente in buona fede e non saprei che altri dati fornirvi per provarvi la mia innocenza, qualsiasi cosa vi serva sono disposto a fornirla nella più totale trasparenza, ho chiesto ulteriori prove dato che come già detto non riesco proprio a spiegarmi come e cosa sia successo.

Come vi ho già detto a me importa recuperare i fondi che mi sono stati tolti ingiustamente dato che sono sicuro di avere un solo ed unico account.

Si grazie vorrei contattare le autorità arrivati a questo punto penso sia l'unico modo che ho per provare la mia innocenza e recuperare i miei sodi, quindi devo inoltrare sulla vostra mail pavel.k@casino.guru la richiesta che poi voi invierete alle autorità ? o devo inviare due copie una a voi e una alle autorità su questa mail ? complaints@gamingcommission.ca

Please, send the request to the Gaming Commission, and then, when you receive a confirmation from them, forward that confirmation to me.

Good morning, I sent the complaint this morning. Should I wait for a response from them before forwarding it to you? Or should I forward the same email I sent them to you?

Buongiorno, ho inviato stamattina il reclamo, devo aspettare risposta da loro prima di inoltrare a voi ? o inoltro a voi la stessa mail che ho mandato a loro ?

Please, wait for their response, we need to see that the regulator has accepted your complaint. Even the automatic response would fit.

Ok, for now they haven't answered me anything yet

Ok per ora non mi hanno ancora risposto nulla

We will wait.

Good morning, I haven't received any response from the team yet. I'm writing to you only because they will close the chat if I don't respond within a certain time.

Buongiorno, ad ora non ho ancora ricevuta nessuna risposta dal team, vi scrivo solo perchè altrimenti chiude la chat se non rispondo entro tot tempo

Hello Gento,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel 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 Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

So, the player has sent me the confirmation that the complaint was lodged with the regulator. Therefore, I now close this complaint as unresolved with the "Waiting for the regulator's decision" subcategory, which does not have a penalty for the casino. The complaint will reopened either by player's notice or automatically in three months from now.

Dear Gento,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

As always, the casino was given the advantage. I was left without any protection, and no one was able to help me. However, I stand by my position, and if I had the data available, I could 100% refute it because I know exactly what I'm talking about and I do so with full knowledge of the facts. That said, I consider the decision unfair and absolutely do not recommend anyone use this casino for their bets. They live in a legal vacuum where no one takes responsibility and they can do absolutely as they please. Good luck!

Come sempre è stato avvantaggiato il casinò, sono stato lasciato senza nessuna tutela e nessuno ha saputo aiutarmi, per quanto io rimanga sulla mia posizione e che se avessi i dati a disposizione potrei al 100% smentirli perché so assolutamente di cosa sto parlando e lo faccio con cognizione di causa. Detto questo ritengo la decisione ingiusta e non consiglio assolutamente a nessuno di utilizzare questo casinò per le proprie scommesse, vivono in un buco legislativo in cui nessuno si assume la responsabilità e possono fare assolutamente come gli pare. Buona continuazione

Hello,

since the regulator has decided in the casino's favor, which also aligns with our stance on your issue, there is no other choice for me as to reject this complaint again. I would like to mention once more that creating multiple accounts is an unfair practice, for which you will be banned in 99% of cases. Please, do not repeat that mistake in the future.

Respectfully,

Pavel K

Casino Guru Team