22bet Casino - Os fundos do jogador estão bloqueados pelo cassino.

I would like to file a formal complaint regarding the conduct of the betting operator 22Bet.

On 14 April 2026, an amount of 550 EUR in my account was blocked by the operator without providing any clear explanation or justification.

Since that date, for more than 30 days, I have repeatedly contacted their customer support requesting information and clarification regarding my funds. However, every time I contact them, I only receive generic responses asking me to "wait," without any concrete explanation, timeline, or resolution.

I have cooperated with their requests and attempted to resolve the issue directly with the operator, but no meaningful assistance has been provided and my funds remain inaccessible.

I believe this behavior is unfair and unacceptable toward customers, and I kindly request that your authority investigate this matter and assist in obtaining:

* A clear explanation for the blocked funds

* The release of my 550 EUR balance

* A proper resolution to this dispute

I can provide screenshots, account information, and copies of my communications with 22Bet upon request.

Thank you for your attention to this matter.

Kind regards,

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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.

• What types of games did you play to accumulate your 500 EUR winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate these winnings with or without a bonus?
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents for verification?

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 Veronika thank you for your help.

1) through sport betting.

2) no bonus involved never accepted or activated any.

3) Kyc Completed and 22bet client since at least 4/5 years.

additional informations:

22Bet claims there are issues related to three deposits (€200, €100, and €150). After investigating the situation myself, I discovered that the issue likely originated from a misunderstanding involving my bank, Vivid Money.

The deposits were processed correctly and the funds successfully left my bank account and were credited to my 22Bet account. However, because the merchant appeared under the name "DLSTARS" instead of "22Bet," my bank initially flagged the transactions as suspicious when they contacted me and I did not recognize the merchant name.

As a result, chargeback procedures were initially opened by the bank. Once I understood that these transactions were actually related to my 22Bet deposits, I immediately contacted the bank and instructed them to stop any chargeback process. The bank later confirmed that the chargebacks did not proceed and were closed/refused because the transactions had been approved by me through Face ID authentication.

I have already provided 22Bet with:

Official bank payment confirmations

Proof that the transactions were authorized

Proof that the chargebacks never succeeded

Detailed explanations of the situation

Communication with both the bank and my VIP manager

Despite all this evidence, 22Bet continues withholding my €550 balance without justification.

The funds were legitimately deposited, received by the casino, and never returned to my bank account. Therefore, I believe there is no valid reason to continue restricting my balance.

Thank you for your reply.

Could you please forward me the documents you sent to the casino’s customer support after they identified an issue with three of your deposits? I would also appreciate it if you could include any relevant bank communications, confirmations, and your full conversation with the casino regarding this matter. Please send the documents to my email address: veronika.f@casino.guru

Additionally, could you kindly confirm whether you have ever requested a chargeback for any deposits made to this or any other online casino?

Thank you in advance for your cooperation.

I sent the documents.

I have never asked for a refund from the 22bet website or directly from my bank.

They had started the procedure for fraudulent transactions but then cancelled it a few days after it had started.

Ho inviato i documenti.

non ho mai chiesto un rimborso al sito 22bet o direttamente alla mia banca.

avevano iniziato loro la procedura per transazione fraudolente ma poi annullata pochi giorni dopo l’inizio di questa.

Could you quickly involve the casino in the matter?

I'm sure my actions were more than correct, and I'm not a newbie. I've been betting on this site for over 3 years and have over 15 years of experience in the online betting world.

This is a problem related to the casino's very slow operation, which is not processing the paperwork because it probably doesn't have enough staff.

Potreste velocemente coinvolgere il casinò nella vicenda ?

sono certo che il mio operato è stato più che corretto e non sono un novellino, scommetto da oltre 3 anni su questo sito ed ho più di 15 anni di esperienza nel mondo delle scommesse online.

questo è un problema relativo alla lentissima operatività del casinò che non lavora sulle pratiche perche probabilmente non ha staff a sufficienza.

Thank you for your emails and for further clarification. To proceed with your complaint, I need to review all communication between you and the casino customer support regarding the investigation of the deposits. Please forward me the original email conversations regarding why your account is being investigated.

There was no email or explanation from the casino.

I contacted them at the security department and they never gave any feedback or explanation.

This is precisely why the complaint was opened.

this is the only answer I get every single day since a month.

There's nobody who gave an explanation or reason for what happened.

Non c’è stata nessuna mail o spiegazione da parte del casinò.

li ho contatti al reparto security e non hanno mai dato un riscontro o una spiegazione.

proprio per questo il reclamo è stato aperto.

this is the only answer I get every single day since a month.

There’s nobody who gave an explanation or reason for what happened.

It's not about deposits, I think my explanation was very clear.

I had a credit of 600 euros through a series of games.

From one moment to the next, 550 euros of these credits were suspended.

No one gave a reason, no one gave an explanation and I feel cheated by you and the casino.

Non si tratta di depositi, credo che la mia spiegazione fosse molto chiara.

avevo un credito di 600 euro tramite una serie di giocate.

da un momento all’altro 550 euro di questi crediti sono stati sospesi.

nessuno ha dato un motivo nessuno ha dato un spiegazione e mi sento preso in giro da voi e dal casinò.

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika