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Hello, my account has been blocked and my winnings confiscated. I do not care about the winnings, I only request a refund of my deposit which is a total of 50 USD. Please, I need you to communicate with the casino as they are not refunding my money nor are they responding to my request. Attached is proof of my deposit at the casino via the Skrill deposit method.

Hola bloquearon mi cuenta y confiscaron mis ganancias, no me interesan las ganancias solo solicito el reembolso de mi depósito son 50 usd en total, necesito que se comunique por favor con el casino ya que ellos no me reembolsan el dinero ni contestan a mi petición. Adjunto comprobante de mi depósito en el casino método de depósito skrill

Dear Gonza.rg59,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 22bet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify the reason why your account was blocked? Have you received any explanation from the casino regarding the blocking of your account? If you have, please forward any relevant communication between you and customer support to veronika.l@casino.guru. Alternatively, you may post screenshots here.

Could you please confirm that you passed the KYC verification?

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

The page has an offer called Lucky Friday Day where the user when making a deposit is given a 100 percent bonus. I entered 50 USD therefore they gave me 50 USD as a bonus (100%) I proceed to play, I win and I release the bonus in cash, when I proceed to request the withdrawal they notify me by email that I must verify my account, I send all the requested data to casino support, ID front back, selfie and payment processors, then the casino blocks my account stating that It is due to multiple accounts, which is not real since I have only one account. Since I cannot log in, I cannot make my withdrawal. I sent them messages. They did not answer any more and they also kept my deposit of 50 USD and my earnings attached below. screenshots of the conversation with the casino support via email I hope for a prompt solution that the casino will be notified, thank you

la página posee una oferta llamada día viernes de la suerte donde el usuario al hacer un depósito se le adjunta un bono del 100 por ciento yo ingrese 50 usd por lo tanto me dieron 50 usd de bono (100%) procedo a jugar , gano y libero el bono en efectivo, cuando procedo a solicitar el retiro me notifican por correo que debo verificar mi cuenta, envío todos los datos solicitados a soporte del casino, dni adelante atras, selfie y procesadores de pago, luego el casino bloquea mi cuenta fundamentando que se debe a múltiples cuentas , cosa que no es real ya que poseo una sola cuenta , al no poder ingresar no puedo hacer mi retiro les envío mensajes no contestaron más y además se quedaron con mi deposito de de 50 usd y mis ganancias adjunto a continuación capturas de la conversación con el soporte del casino vía email espero una pronta solución que se le notifique al casino gracias

Please casino guru, be so kind as to contact the 22bet casino to give me an immediate solution and I lose my winnings but I demand that the 22bet casino return my deposit of 50usd. It is illegal for it to keep my deposited money. It is theft. It is fraud on the part of the casino, I am not interested if they block my account, I only demand that they refund the 50 usd deposited, they play dumb and send me the finished collaboration. What collaboration? If they did not give me my money, I demand my deposit money attached Proof of deposit of my 50 USD via Skrill with transaction number, date and time.

por favor gurú casino sea tan amable de comunicarse con el casino 22bet que me de una solución inmediata ya mis ganancias las doy pérdida pero le exijo al casino 22bet que devuelva mi depósito de 50usd es ilegal que se quede con mi dinero depositado es un robo es fraude por parte del casino, no me interesa si me bloquean mi cuenta solo exijo que me reembolsen los 50 usd depositados se hacen los tontos y me envían colaboración terminada . Que colaboración ? Si no me dieron mi dinero exijo mi dinero de depósito adjunto Prueba de depósito de mis 50 usd vía skrill con número de transaccion fecha y hora.

Thank you for your explanation.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Do I understand correctly that your account was closed after you submitted your documents for verification?

Have you accumulated your winnings with or without an active bonus? 

Hello guru, thank you for answering, I will answer your questions:

1) I have my own account with my address and my brother has his but he lives at another address, he does not live with me, he has his own internet service and I have mine

2) my account was closed once I submitted all the requested documents for verification

3) I deposited 50 usd and they gave me a 50 usd bonus called lucky friday, the promotion states that it gives 100% income for the deposit, I deposited 50 usd and they gave me a 50 usd bonus, that bonus is converted into cash by fulfilling the requirement to play it 3 times a combination of 3 games with a fee of 1.40 each game, once the bonus is fulfilled it is released in cash not exceeding the value of winnings of the same amount of income

In short, I bet the 50usd bonus and turned it into 50usd.

It would be a 50 USD deposit plus the 50 USD profit, giving a total of 100 USD.

But since they argue that I create multiple accounts, which is not true, since I have my own account, they blocked my account without giving me answers.

So if they don't want to give me the 100 USD of profits, I request that they delete my account but I want a refund of the 50 USD that I deposited, it is my money, it is my right, they are stealing what I deposit, it is illegal, I deposited 50 USD on the page from 22bet, if they don't give me the winnings they will refund me the 50 usd.

Hola gurú gracias por contestar le respondo a sus preguntas:

1) yo tengo mi propia cuenta con mi domicilio y mi hermano tiene la suya pero el vive en otro domicilio no vive conmigo el tiene su propio servicio de internet y yo tengo el mío

2) mi cuenta se cerró una vez que envié todo los documentos solicitados para la verificación

3) deposite 50 usd y me dieron 50 usd de bono llamado lucky friday,la promoción establece que da el 100% de ingreso por el depósito, yo ingrese 50 usd y me dieron 50 usd de bono, ese bono se convierte en efectivo cumpliendo el requisito de jugarlo 3 veces un combinado de 3 partidos con una cuota 1.40 cada partido una vez cumplido el bono se libera a efectivo no excediendo el valor de ganancias de la misma cantidad de ingreso

en resumen aposté el bono de 50usd y los convertí en 50 usd.

seria 50 usd de depósito más los 50 usd de ganancias dando un total de 100 usd .

Pero como ellos argumentan que cree múltiple cuenta cosa que no es cierta, ya que tengo mi propia cuenta, bloquearon mi cuenta sin darme respuestas.

entonces sino quieren darme los 100 usd de ganancias solicito que eliminen mi cuenta pero quiero el reembolso de los 50 usd que deposite, es mi dinero, es mi derecho, me están robando lo que ingrese, es ilegal , yo deposite 50 usd en la página de 22bet, sino me dan las ganancias que me reembolsen entonces los 50 usd.

So both you and your brother have an account in this casino. Have you ever used a payment method to deposit to the casino that belonged to your brother? Alternatively, has your brother used your payment method for depositing?

Have you both ever logged into the casino from the same IP or device?

I only deposited once with my brother's account but the website allowed me to make a deposit with an alternative account. They never prohibited it or made a problem.

Regarding the second question, I always used my own IP from my home and my device, my brother has his own device and his own IP at home

If this is the reason for the problem of confiscating my winnings then I only request a refund of my 50 usd deposit

I want a refund of what I deposited, that is the problem, they do not return my deposited money, I want my money, please request a refund of 50 usd

Una sola vez deposité con la cuenta de mi hermano pero la pagina me dejaba hacer depósito con cuenta alternativa nunca me lo prohibieron ni hicieron problema.

respecto a la segunda pregunta siempre usé mi propio iP de mi hogar y mi dispositivo , mi hermano tiene su propio dispositivo y su propio iP en su hogar

si es por esto el problema de confiscar mis ganancias entonces solo solicito el reembolso de mi depósito de 50 usd

quiero el reembolso de lo que deposite, ese es el problema, no devuelven mi dinero depositado, quiero mi dinero por favor solicito el reembolso de 50 usd

I have checked the Terms and Conditions and this is what I found:

Deposits:

1. 22BET does not accept third-party deposits. You must make deposits only from a bank account, bank cards Visa/Mastercard (it is the cardholder's responsibility to know the laws concerning online gambling in their country of domicile), payment systems Skrill/NETELLER or other payment wallets/payment options that are registered in your own name (The administration does not recommend making deposits using someone else’s electronic wallet. The administration has the right to return funds to the holder of such an electronic wallet without prior notification).
2. If we determine during the security checks that you have violated this condition then your winnings will be confiscated. Furthermore, 22BET is not responsible for the loss of funds deposited from third-party accounts.

Furthermore, please check our Fair Gambling Codex for Players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.