22bet Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

I recently had my account with 22Bet blocked by the Security Department after completing my identity verification.

They claimed there was a "duplicate account" and voided all my winnings (around €4,000) without giving me any clear explanation or a chance to appeal.

I had verified my phone number and sent my ID to correct my details, but instead of resolving the issue, they permanently closed my account and kept all my winnings.

I tried several times to contact their support and security teams, but they stopped replying. I believe this decision is unfair and disproportionate, since I acted in good faith and provided full identification.

I kindly ask for Casino.Guru’s help in reviewing this case and contacting 22Bet to resolve it fairly.

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Hello,

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 I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello,

Thank you very much for your quick reply and your willingness to help.

To answer your questions:

– I was mainly playing in the live casino, and sometimes checking the sportsbook, but the winnings that were later blocked came entirely from live casino games.

– I had successfully completed the SMS verification, which is required to make a withdrawal, and at that time no other type of verification was necessary. Shortly after that, before I lost access to my account, I was asked to submit identification documents. I sent my ID card for full verification, but before the process was completed, my account was suddenly blocked, and today I noticed that I have completely lost access to it.

– I did not have any active bonus at the time I was playing and accumulated my winnings. All my gameplay was done using real money from my own balance.

I hope this information helps you better understand the situation. Please let me know if you need any screenshots or copies of my email correspondence with 22Bet.

Thank you once again for your time and assistance.

Kind regards,

Konstantinos

Thank you very much for your reply. When was the last time you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear kostkan,

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,
Kristina
Casino.Guru