22bet Casino - La cuenta del jugador está cerrada sin explicación.

22Bet Casino decided to close my account without explaining the specific reasons or showing evidence of what they consider a violation of their terms and conditions. In one of the emails, they asked me about people I didn't know, so I'm assuming the casino suspects I'm using multiple accounts, which is completely false. For this reason, I requested a reconsideration of my case and offered to go through any additional verification process (video call, documentary evidence, etc.), since I've been using my single 22Bet account for several years and have never had any issues. In the attached emails, they asked me for selfies up to three times, which I agreed to without any problem. However, the casino still decided to block my account and only return the deposited balance of S/1,000.00, leaving a winning balance of S/4,414.41 in my account. Since August 10, the casino hasn't responded to my emails. Despite not having violated any rules, the casino decided to close my account and seize my winning balance without any explanation.

El casino 22Bet decidió cerrar mi cuenta sin explicar las razones específicas ni mostrar evidencias de lo que ellos consideran una violación de sus términos y condiciones. En uno de los correos me preguntaron por pesonas que desconocía, por lo cual estoy deduciendo que el casino sospecha de que uso múltiples cuentas, lo cual es totalmente falso, por esta razón solici´té una reconsideración de mi caso y me ofrecí pasar por cualquier proceso de verificación adicional (videollamada, sustento documentario, etc.), ya que llevo usando mi única cuenta 22Bet por varios años y nunca tuve ningun inconveniente. En los correos adjuntos me solicitaron selfies hasta en 3 oportunidades, lo cual accedí sin ningun problema; sin embargo aun así el casino decidió bloquear mi cuenta y devolverme solo el saldo depositado correspondiente a S/1,000.00 nuevos soles quedando un saldo ganador de S/ 4,414.41 nuevos soles en mi cuenta. Desde el 10/08 el casino no ha vuelto a responder mis correos, a pesar de no haber violado ninguna regla el casino decidió cerrar mi cuenta y quedarse con mi saldo ganador sin explicación alguna.

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.

Could you please specify what types of games you played?

When was the last time you played a game at the casino and won?

Did you accumulate your winnings with or without a bonus?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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

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.

Hello

Here are my answers:

Could you specify what types of games you played?

Sports betting only

When was the last time you played at the casino and won?

My last bets are from February of this year (2025), since from then on the casino did not allow me to place bets until I passed the KYC verification process.

Did you accumulate your winnings with or without a bonus?

No bonus

Have you used any VPN or IP masking software to alter your actual location when accessing the casino website?

I don't use VPN or software to mask my IP.

Greetings

Hola

A continuación mis respuestas:

¿Podrías especificar qué tipos de juegos jugaste?

Solo apuestas deportivas

¿Cuándo fue la última vez que jugaste en el casino y ganaste?

Mis últimas apuestas son de Febrero de este año (2025), ya que en adelante el casino no me permitió realizar apuestas hasta pasar el proceso de verificación KYC

¿Acumulaste tus ganancias con o sin bono?

Sin bono

¿Ha utilizado algún VPN o software de enmascaramiento de IP para alterar su ubicación real al acceder al sitio web del casino?

No uso VPN o softwares para enmascarar mi IP.

Saludos

Thank you very much 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,

We have clarified the information regarding this case. The cooperation with the player was discontinued after a case of multi-accounting was identified. The deposited amount was returned to the player, while the winnings were withheld in accordance with our terms and conditions.

All supporting materials have been shared in a private message with Pavel for review.

Dear kflores040593, unfortunately, the casino has confirmed their accusations of multi-accounting by the solid evidence. Therefore, I must reject your complaint as we consider it unjustified since creating multiple accounts is unfair.