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

Hello CasinoGuru team,

My name is F****** Y****** from Bangladesh. I am requesting your assistance with a very serious issue involving 22Bet Casino.

22Bet has closed my fully verified account and confiscated my balance of USD 6400 after putting me through an extremely long and unreasonable verification process. They accused me of "duplicate accounts" but have not provided any proof.

I believe this is an unfair and unjustified action.

1. I have only one 22Bet account

I have never created a second or duplicate account.

Their accusation is not true, and they have not shown any supporting evidence.

2. I never used bonuses

All my bets were made with my own deposited money via Astropay.

No bonuses or promotions were used.

3. I COMPLETED every verification step they required

Over the course of several weeks, 22Bet’s security team asked for:

National ID (front & back)

Full Astropay deposit and transaction history

Multiple PC screenshots of my Astropay account

Selfie holding ID

Selfie holding ID + my email conversation with their Security Team

3 months of utility bills

TIN certificate (PDF from government website)

Explanation of family names when they asked about certain people

I provided every requested document — immediately, clearly, and completely.

4. They repeatedly asked for documents I already sent

The email conversation shows a clear pattern:

I sent the requested documents

They said they could not see them

I resent them

They asked for new items

I completed them

They added more requirements again

This cycle repeated many times.

It appears they were delaying, not verifying.

5. After receiving ALL documents, they suddenly closed my account

After I sent the last verification document, they sent me a final email saying:

I violated their T&Cs

I had "duplicate accounts"

The decision was "final" and they would ignore further messages

No proof was provided.

No screenshots.

No explanation.

Nothing.

I believe the casino confiscated my money without grounds.

6. What I am requesting from CasinoGuru

I kindly ask CasinoGuru to:

Request 22Bet to provide actual proof of any "duplicate account"

OR

Help me recover my confiscated balance of USD 6400

I have acted in full good faith, followed all instructions, and provided documents repeatedly. I simply want access to my rightful funds.

7. Evidence Provided

I will attach:

Complete email conversation with 22Bet

All verification documents

My ID

Astropay transactions and deposits

Selfies requested by the casino

Utility bills

TIN certificate

Screenshots of my 22Bet account and their final closure message

Thank you for your assistance.

I am ready to provide anything additional you need.

Sincerely,

F****** Y*******

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• I have noticed your passport is expired, have you obtained a new one, please? 
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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, 

Katarina

Thank you for your message.

Nobody in my household has an account at 22Bet or used the same IP.

I used my National ID card for verification, not a passport.

I have forwarded all communications and documents to the email provided.

Dear faryes

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear faryes,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 22bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been closed?

Thank you in advance for providing the information.

Hello,

We have reviewed all details regarding this case and would like to clarify the situation.

Unfortunately, we were required to discontinue cooperation with the player. During our internal review, we identified a violation of our rules — the use of multiple connected accounts. As a result, the account was blocked.

No further payments are due, and the player has already received the refunded amount of their deposit.

Additional information regarding the case has been sent to Martinа via email.

If you need anything further, we will be happy to assist.

Thank you, 22bet Casino, for providing all the information and the evidence about this case.

Dear faryes, can you please clarify whether you have received the refund of deposits from the casino? Thank you so much

Dear faryes,

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,
Martina
Casino.Guru