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Hello Casino Guru,

I would like to ask for your assistance regarding my dispute with 22Bet.

For fairness, I would like to mention that 22Bet refunded my deposits. The dispute concerns only my winnings in the amount of approximately 10,600 PLN, which were confiscated after my account was closed.

After requesting a withdrawal, my account was placed under verification. During the following weeks I fully cooperated with every request made by the Security Department.

I provided all requested documents, including my identity document, selfies, additional photographs, selfies together with the device used to access my account, and an official birth certificate issued by the Polish government.

When 22Bet questioned the authenticity of my birth certificate, I explained that it was the original electronic document downloaded directly from the official Polish government ePUAP system. I even offered to record a live video showing the complete process of logging into my government account and downloading the document directly from the official source. This offer was ignored.

Later, 22Bet confirmed that my documents had been received and that my verification was in progress.

Shortly afterwards, they asked me whether I had any connection with another person. I answered honestly that I did not.

Only a few hours later, my account was permanently closed.

The only explanation I received was a general reference to their Terms and Conditions concerning duplicate or related accounts. No evidence was provided, no detailed explanation was given, and I was informed that the decision was final and that any further messages from me would be ignored.

I believe I fully cooperated throughout the entire verification process and complied with every request made by the operator. Despite this, my winnings were confiscated without any evidence being presented to me.

I respectfully ask Casino Guru to request that 22Bet provide evidence supporting their allegations. If they are unable to demonstrate that I violated their Terms and Conditions, I kindly request that my winnings be paid.

I have attached the most relevant correspondence and screenshots supporting my complaint.

Thank you for your assistance. 

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 22bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

Hello Tomasz. I believe I registered in February 2026. My account was blocked after withdraw deposit in 23 June 2026.

I played slot games and sport betting and I did not use any bonusem. My balance was achieved without any bonus.

Best regards, Damian

Dear dambaron,

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,

Tomas

Dear dambaron,

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 have been closed?

Thank you in advance for providing the information.

Hello,

We have additionally reviewed the information regarding this case.

According to the Security Department’s findings, the cryptocurrency wallet used to fund this account had previously been used on another account registered on our platform.

We are unable to provide full intersection logs publicly, as doing so would disclose confidential information related to another user. However, the use of shared or third-party payment details is a direct violation of our Terms and Conditions:

"22BET does not accept third-party deposits. You must make deposits only from (...) payment wallets/payment options that are registered in your own name. The administration has the right to return funds to the holder of such an electronic wallet without prior notification".

Based on this violation, the decision was made to close the account and cancel the winnings.

At the same time, we would like to emphasize that the full amount of all deposits made by the player has been returned in full.

Dear 22bet Casino Team,

Could you please send the supporting evidence to my email address: martina.b@casino.guru?

Thank you very much in advance.

Hello, I have verified the payment method at first, in the beginning of verification process.

Dear Martina,

We have sent additional supporting evidence regarding this case to your email for further review.

Please let us know if any further clarification is needed from our side.

Dear 22bet Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

We have already responded to your request.

Dear dambaron,

Unfortunately, the casino has provided clear evidence that its Terms and Conditions were breached, specifically through the use of third-party payment details.

Based on the evidence available, we are unable to reach a different conclusion. Therefore, we must close this complaint as rejected. The casino’s decision appears to be in line with the Terms and Conditions you accepted when creating your account.

I would like to assure you that, as an independent party, we carefully reviewed all the information and supporting evidence provided. Our decision is based solely on the verified facts of the case, without external pressure or assumptions.

The use of third-party payment methods, particularly where it may indicate coordination between different individuals, is generally considered an unacceptable practice within the online gambling industry.

You are, of course, entitled to disagree with our conclusion. If you believe your position is justified, you may contact the relevant licensing authority and ask them to review the matter.

However, we are unfortunately unable to provide any further assistance with this complaint.

I am sorry that we could not achieve a more favorable outcome for you.