22bet Casino - Cuenta del jugador suspendida después del proceso de verificación.

22bet had me send the documentation required by them, and previously I have made the normal withdrawal of my funds. Even so, an email arrived saying that my account was canceled and now my funds do not want to answer me for them and they ignore my messages.

22bet me hizo enviarle la documentación requerida por ellos, y con Anterioridad he realizado el retiro normal de mis fondos. Aún así me llego un correo diciendo que se cancelaba mi cuenta y ahora mis fondos no quieren responderme por ellos y me ignoran mis mensajes.

Hello, David.

Thank you very much for submitting your complaint through our website. In the e-mail you mentioned, did the casino specify why was your account suspended? Have you successfully passed through the verification process? You mentioned that you’ve already withdrawn money from the casino – was this before the verification procedure?

Best regards, Jozef

Previously I sent photos of my identification to verify my account, and I was able to withdraw my funds through Skrill without any problem, even for values higher than what I requested at the end, they told me that the causes for which the accounts were canceled were many and They gave me a list of the terms and conditions where it says why an account was canceled, but they never told me exactly why it was canceled, I also asked for proof of that and they simply ignored my messages. Now I try to log in and he tells me that the password is incorrect, I give him the possibility to forget the password, change it for a new one and still not allow me to access the account now.

The attached image shows the previous withdrawals made that I paid 22Bet.com via Skrill for values higher than even 15,000,000 COP which show that there had to have been a documentary verification prior to this moment for being the amount.

Anteriormente envié fotos de mi identificación para verificar mi cuenta, y pude retirar mis fondos a través de Skrill sin ningún problema, incluso para valores superiores a lo que solicité al final, me dijeron que las causas por las cuales se cancelaron las cuentas eran muchos y me dieron una lista de los términos y condiciones donde dice por qué se canceló una cuenta, pero nunca me dijeron exactamente por qué se canceló, también pedí una prueba de eso y simplemente ignoraron mis mensajes. Ahora trato de iniciar sesión y me dice que la contraseña es incorrecta, le doy la posibilidad de olvidar la contraseña, cambiarla por una nueva y todavía no me permite acceder a la cuenta ahora.

La imagen adjunta muestra los retiros previos realizados que pagué a 22Bet.com a través de Skrill por valores superiores a incluso 15,000,000 COP, lo que muestra que tenía que haber una verificación documental antes de este momento por la cantidad.

Hello, David.

Thank you for providing us with the information we requested. We will now try to get in touch with the casino.

Regards, Jozef

Dear, Jozef, the account was blocked due to breaching our T&C's, this customer got

more than one active account.

And according to out T&C - "Should the bettor commit fraud in respect to the bookmaker (such as the registration of multiple accounts, the use of automated betting software, arbitrage betting, if the betting account is not used for betting, the improper use of loyalty schemes, etc.), the bookmaker reserves the right to stop such fraudulent actions by:
Effective as of  19.10.2016.

Hello, David.

Are you aware of having multiple accounts? Sometimes players forget about this.

Best regards, Jozef

I never had several accounts with them, I only have my account associated with my only email, david********@gmail.com, so I requested proof of what they say since if so, there had to be I have made both deposits and withdrawals to my own name or with my same ID, which did not happen and that is why I know that they are stealing my money, and now they do not want to answer me for the money that is mine.

Nunca tuve varias cuentas con ellos, únicamente tengo mi cuenta asociada a mi único correo electrónico, david********@gmail.com, por ello solicité las pruebas de lo que dicen ya que de ser así se tuvo que haber hecho tanto depósitos como retiros a mi mismo nombre o con mi mismo DNI, lo cual no pasó y por ello se que están robándose mi dinero, y ahora no quieren responderme por el dinero que es mío.

Hello, 22Bet.

Could you provide us with some evidence to substantiate your claims?

Regards, Jozef

This is my game account that is now denied access to me and its respective balance in COP at the time of the block, additionally my Personal Data of the account and my ID which has been previously verified by them to be able to make the withdrawal of more than 15,000,000 COP additional to more than 11 withdrawals that had been made normally before that, so I know that there had to be one more reason to block my account and that was generating losses to them, and now they decide to steal my money , I have the evidence of all the withdrawals I made normally. In the same way they cannot keep my money because yes, they must be able to demand proof of what they say and they must also return the money they have stolen from me.

esta es mi cuenta de juego a la que ahora me niegan acceso y su respectivo saldo en COP al momento del bloqueo, adicional mis Datos personales de la cuenta y mi DNI el Cuál ha sido verificado anteriormente por ellos para poder hacer el retiro de mas de 15.000.000 COP adicional a mas De 11 retiros que se habían hecho con normalidad antes de ese, por lo cual se que tuvo que haber una razón más para bloquearme la cuenta y es que estaba generandole perdidas a ellos, y ahora deciden robarme mi dinero, tengo la evidencia de todos los retiros que hice con normalidad. De igual forma ellos no puede quedarse con el dinero mío por que si, debe poder exigirse pruebas de lo que dicen y también deben devolver el dinero que me han robado.

Hello, David.

I edited your response and deleted your proofs in order to protect your privacy.

Regards, Jozef

Ok, if you also need proof of when the account was blocked, I have a video of the day that was blocked and the account did not allow me to do anything else, as well as the chat with customer service where they tell me to verify the DNI and still block me. I only need my money back and that's it, I clearly never want to use your sports betting service again.

Ok, si necesitas también pruebas de cuando se bloqueo la cuenta tengo un video del día que me bloquearon y la cuenta no dejo hacer mas nada, así como el chat con servicio al cliente donde me dicen que verifique el DNI y aún así me bloquean. Únicamente requiero que me devuelvan mi dinero y ya está, claramente jamás quiero volver a usar su servicio de apuestas deportivas.

Dear casino guru team, we would like to inform you that the decision made 

by our security department is final, and player was informed via email

from security team!

And where the evidence of what they say is true and they do not seek to keep my money, since I have generated losses and want only to recover what I made them lose by stealing my money, I have every right to have my money returned to me. I keep in mind that canceling it is your decision, but the money is mine and I have the right to have it returned to me where I have always made my withdrawals, otherwise it would be a robbery what you are doing.

Y donde están las pruebas de lo que dicen es cierto y no buscan quedarse con mi dinero, ya que les he generado pérdidas y quieren solo recuperar lo que les hice perder robandose mi dinero, tengo todo el derecho a que se me devuelva mi dinero que quedo en la cuenta, que la cancelen es decisión de ustedes, pero el dinero es mío y tengo el derecho A que se me sea devuelto donde siempre he realizado mis retiros, de lo contrario sería un robo lo que estan haciendo.

all you questions you can ask via email - security@22bet.com

directly to our security department.

BR 

22Bet

Hello, David.

We recommend you to request evidence from the security department of 22bet and inform us about an outcome.

Bet regards, Jozef

I simply use this medium, because I have the proof that I have sent my questions to that email and they are ignoring me, I do not receive any answer, I have waited in each email that I have sent more than 72 hours for their response and none comes, so the solution I need it here with confirmation of the withdrawal of the 9176460.77 COP that were left in my account, you must return them to my skrill account as I have done before in my withdrawals with you, you have no right over my money.

Sencillamente uso este medio, porque tengo las pruebas de que he enviado a ese correo mis preguntas y me están ignorando, no recibo respuesta alguna, he esperado en cada correo que he enviado más de 72 horas su respuesta y ninguna llega, así que la solución la necesito por aquí con confirmación del retiro de los 9176460.77 COP que quedaron en mi cuenta, deben devolvermelos a mi cuenta skrill como he hecho antes en mis retiros con ustedes, no tienen derecho alguno sobre mi dinero.

David, could you provide us with these proofs, please? 

Regards, Jozef

David, we cannot see that you required proofs in any of your screenshots. Could you request evidence from the casino security and inform us about the outcome, please? You may receive a detailed explanation from the security.

Regards, Jozef

Ok, I just sent an email again making the request they suggest. I await your response and I will give notice to you as soon as I receive it.

Ok, ya acabo de enviar de nuevo un correo haciendo la petición que me sugieren. Espero su respuesta y daré aviso a ustedes en cuanto la reciba.

I enclose proof of the email that I sent on September 23 to security@22bet.com making the corresponding request, today September 27, 72 hours later they never answered me as it happened before. I only attach the ticket number that they gave to my request and that was never answered.

Adjunto pruebas del correo que envié el 23 de septiembre a security@22bet.com haciendo la petición correspondiente, hoy 27 de septiembre 72 horas despues nunca me respondieron como ha pasado anteriormente. Adjunto unicamente el numero de ticket que le dieron a mi petición y que nunca se respondió.

We would like to ask the 22Bet 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’.

would the complaint be closed and the money would be lost then?

la queja se cerraría y el dinero se perdería entonces ? 

David, the casino representative has just informed me that they are still waiting for a response from the security department. If we mark the complaint as unresolved you will be provided with the last possible solution. Let's wait until the time frame finishes.

Since we haven’t received any new response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime

We’ve reopened this complaint at the request of 22bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello! 

Regarding your complaint, we would like to inform you that we have re-examined the case and conducted a detailed investigation. As we have written earlier, it was found that the user's account was closed due to violation of our casino rules, namely multi-accounting.

We actively combat such violations to ensure a fair and safe gaming environment for all our players.The account was recognised as a multi-account because the security system detected suspicious activity associated with multiple accounts using the same device and displaying a similar style of play.

We had to terminate co-operation with this user in accordance with our rules, and the user was duly notified of this. 

We would like to remind you that all terms and conditions, including the rules regarding multi-accounting, are clearly described on our website under TERMS AND CONDITIONS at the link: https://22bet.com/information/rules/2. We recommend that you familiarise yourself with them before registering to avoid misunderstandings and problems in the future.

If you have any further questions or need assistance, please do not hesitate to contact us.

Dear 22bet casino representative,

Please share with us the supporting evidence regarding this case.

(matej@casino.guru)

Thanks.

Hello, Matej! We have already sent you an email.

Dear 22bet casino representative,

I am requesting further documentation related to this matter.

We have already connected with the Casinoguru team.

Re-registration was detected by the systems for several parameters. These data were considered in aggregate and give every reason to believe that the accounts do belong to one person:

1. Communication on the device from which the bets were made.

2. The replenishment of one payment method.

3. The manner of play on the two accounts is the same.

Hello, David.

I acknowledge that it has been a considerable amount of time since you initially lodged your complaint, and we are making every effort to resolve the matter, despite the elapsed time. However, we have encountered a hurdle in this particular case as we require your permission (power of attorney) to access data from the casino. Hence, I would like to inquire if you are willing to proceed so that we can legally represent you in this matter.

Dear David Garzon Muñoz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.