22bet Casino - La cuenta del jugador debería haber sido restringida.

Well, I don't even know where to start. But essentially, about 1-2 years ago, I closed my 22bet account due to gambling addiction. However, last week I managed to create a new account, with the same personal details (just a different e-mail address) and lost the sum of 15,000 euros. Is there anything that can be done? Wasn't the casino supposed to not allow me to create an account?

Bem, nem sei por onde começar. Mas essencialmente, à uns 1-2 anos, fechei a minha conta na 22bet por motivo de vício no jogo. No entanto, na semana passada consegui criar uma conta nova, com os mesmos dados pessoais (apenas e-mail diferente) e perdi a quantia de 15.000 euros. Existe algo que se possa fazer? Não era suposto o casino não me permitir criar conta?

Dear Fakir,

Thank you very much for submitting your complaint. I’m sorry to hear about the distress this has caused you.

• When did you close your original 22bet account, and did you use their formal self-exclusion or account-closure process?
• If you have confirmation emails or screenshots, please share them.
• You mentioned using the same personal details with a different email—did you complete identity verification again, and did you receive any alerts about an existing account?
• Have you reached out to 22bet’s support regarding this matter? If so, please forward any chat transcripts, emails, or reference numbers to petronela.k@casino.guru.
• Were there any messages or notifications from 22bet indicating that your new account was considered a duplicate or was otherwise restricted?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning,

After checking the emails, I closed the account at the end of 2023, however, as I closed the account via customer support (live chat) I have no proof that I closed the account.

Yes, I used exactly the same data, citizen card number, name, address, everything the same. However, they didn't ask me to verify my identity.

I did log in, but they've already closed my second account. They said that they are not responsible for any new accounts that the user may create, despite using the same data.

There was no notification, I was able to create the account, play, even withdraw funds and I wasn't restricted in any way.

Thank you very much for your help!

Bom dia,

Após verificar os emails, eu fechei a conta no final de 2023, no entanto, como fechei a conta via apoio ao cliente (chat ao vivo) não tenho prova de que fechei a conta.

Sim, utilizei exatamente os mesmos dados, número de cartão de cidadão, nome, morada, tudo igual. No entanto não me pediram qualquer verificação de identidade.

Entrei sim, no entanto, já me fecharam a segunda conta. Eles disseram que não se responsabilizam por novas contas que o utilizador possa criar, apesar de utilizar os mesmos dados..

Não houve qualquer notificação, consegui criar a conta, jogar, levantar fundos até e não fui restringido em nada.

Muito obrigado pela ajuda!

Hi Fakir,

Thank you very much for your reply, and please accept my apologies for the delayed response.

I understand how difficult this situation is, and I truly appreciate you sharing the details. However, without any supporting evidence that your original account was formally closed — specifically due to a gambling problem — we currently have no solid basis to challenge the casino's handling of the case.

Since the second account was created using the same personal data, but apparently without triggering any verification or restriction, and no proof of the original self-exclusion is available, we are unable to move forward at this stage.

Before we proceed with closing your complaint, I’d like to give you one last opportunity to check for any emails, screenshots, or chat transcripts from the time of your original account closure that might indicate it was due to a gambling issue. If you can provide this evidence, we will gladly reconsider and continue advocating on your behalf.

If we do not hear back from you or receive any supporting documentation within the next few days, we will unfortunately be forced to reject the complaint due to lack of evidence.

Thank you for your understanding, and I hope to hear from you soon.

Dear Fakir,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru