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I am submitting a complaint against 22bet regarding withheld funds and unfair account closure.

On 17.03.2026 and 18.03.2026 I made deposits via Skrill:

- 261.11 EUR (Transaction ID: 6909641100)

- 400 EUR (Transaction ID: 6910989445)

Immediately after these deposits, 22bet initiated a full verification process (KYC). I fully cooperated and provided everything they requested:

- ID (both sides)

- Selfie with ID

- Additional selfie with device and email visible

- Utility bill (proof of address)

- Passport copy

- Selfie with handwritten code and current date

All documents were accepted.

On 29.03.2026, I received an email stating that my account was closed and that I could only withdraw my deposit amount.

At that moment:

- My total balance was approximately 1200 EUR

- My deposit amount was exactly 661.11 EUR

I requested a full withdrawal of 661.11 EUR.

However, I only received 283.91 EUR (Transaction ID: 6934394004).

This means that 377.20 EUR of my own deposited funds was not returned.

After this, my account was completely blocked.

I contacted 22bet multiple times, but they ignored all my emails.

I also escalated the case to Skrill, who confirmed that part of the refund (400 EUR) is still missing and that 22bet is not responding to them either.

I am requesting the return of my missing deposited funds in the amount of 377.20 EUR.

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 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.

• Am I correct in understanding that your account was closed due to a suspected duplicate account?
• Have you created more than one account at this casino?
• Is there any possibility that someone from your household, or using the same IP address, also created an account at this casino?
• When was the last time the casino communicated with you regarding the refund of your deposits?

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

Hello Veronika,

Thank you for your response.

I would like to clarify the situation:

• I have never created more than one account at this casino. I only had one account.

• I am not aware of anyone from my household or anyone using my IP address having an account at 22bet.

• The casino never clearly informed me that my account was closed due to a duplicate account. They only stated that they decided to close my account after their investigation, without providing any specific explanation or evidence.

• The last communication I received from the casino was on 29.03.2026, when they informed me that my account was closed and that I would only be able to withdraw my deposit amount.

At that time, my deposit amount was 661.11 EUR, but I only received 283.91 EUR. The remaining 377.20 EUR has not been returned.

Since then, I have contacted them multiple times, but they have not responded to any of my emails.

I would also like to emphasize that I fully completed their verification process and provided all requested documents.

Thank you for your help in this matter.

Kind regards,
Ana

Thank you for your reply. The email you received from the casino states the following:

It seems that a duplicate account has been found linked to your account.

• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• Have you ever accessed your account from a public computer or public network?
• What types of games did you play at this casino?

Hello Veronika,

Thank you for your message.

I would like to clarify the following:

I have never used any VPN or IP-masking software while accessing the casino. I always used my normal internet connection.

I have not accessed my account from any public computer. I only used my personal mobile phone and/or my private internet connection.

I mostly played casino slot games, especially games from providers like Pragmatic Play. Occasionally, I also placed some sports bets, but mainly I used the casino section.

I would also like to emphasize that I fully completed the entire verification process and provided all requested documents, which were accepted.

Additionally, I would like to point out something very important: in their email, the casino clearly stated that I would be allowed to withdraw my "deposit sum". At that moment, my deposit amount was 661.11 EUR, and I requested withdrawal of that exact amount.

However, I only received 283.91 EUR, which means that 377.20 EUR of my own deposited funds has not been returned.

Regardless of the reason for closing my account, I believe that my full deposit should have been refunded, especially since they explicitly confirmed it.

Thank you for your help.

Kind regards,

Ana

Dear ana49

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,

Veronika

Dear ana49,

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?

Thank you in advance for providing the information.

Hello,

We would like to clarify that the player’s account was identified as being connected to multiple accounts, which is not permitted under our Terms and Conditions.

Due to this violation, cooperation with the player has been terminated. The account was closed, and the matter was handled in accordance with the applicable rules.

We would also like to note that the player’s deposits have already been returned. The total amount of accepted deposits is equal to the total amount of withdrawals; no further payments are due.

Thank you for your understanding.

Hello,

Thank you for your response.

However, I must strongly disagree with your statement.

This complaint is not about the closure of my account or any alleged multi-accounting. I understand that you may choose to close accounts based on your internal rules.

The issue is very clear and simple:

You explicitly informed me that I would be allowed to withdraw my "deposit sum." At that moment, my total deposits were 661.11 EUR.

However, I only received 283.91 EUR.

This means that 377.20 EUR of my own deposited funds has not been returned.

I have already provided clear evidence of these transactions, and Skrill has also confirmed that part of the refund is missing and that the merchant has not responded to their inquiries.

Therefore, your statement that all deposits have been returned is incorrect.

I am only requesting the return of my remaining deposited funds, which you have already confirmed would be refunded.

Kind regards, 

Ana

Dear 22bet Casino Team,

Could you please provide more information regarding why only a partial refund of the deposits was issued?

Thank you very much in advance for your clarification.

Dear Martina,

In this case, the player’s total deposit amount is equal to the total amount already withdrawn by the player.

The last deposits were refunded partially because the player had already made previous withdrawals from the account. Therefore, the refunded amount was calculated taking the full account history into consideration.

We would also like to note that the player has already submitted a similar complaint on another platform. We advised the player to request a full account statement from our AML Department. As far as we understand, the player is currently waiting to receive this document.

Once the statement is provided, the player will be able to share it with you, so you can review the account history and verify that our actions were handled correctly.

Thank you for your understanding.

Hello,

I would like to clarify several important points.

I have had this account for approximately two years. During that entire period, I was actively using the account, mostly losing money, and no verification or "multi-account" concerns were ever raised.

The issue in this complaint is not about my full account history from previous years. The issue is specifically related to the final period after 22bet requested verification documents.

At that time, I made the following deposits:

- 261.11 EUR (Transaction ID: 6909641100)

- 400 EUR (Transaction ID: 6910989445)

After these deposits, my account went under verification, and eventually the account was closed. I was informed that I would be allowed to withdraw my "deposit sum".

I then requested withdrawal of the full available deposit amount (661.11 EUR), but only 283.91 EUR was returned to my Skrill account.

The remaining 377.20 EUR is still missing.

Following 22bet’s instructions, I contacted their AML department already on 24.04.2026 and requested the account statement. I am attaching proof of this request once again.

However, I have received absolutely no response from the AML department since then.

At the same time, 22bet repeatedly asks whether I received the statement, even though they can internally verify with their own department that no response was ever sent to me.

Additionally, Skrill investigated this matter and clearly confirmed in their written response that part of the refund is still missing according to their records. Skrill also stated that 22bet has not been responding to their emails regarding this case.

I have fully cooperated throughout the entire process and provided all requested evidence and documents.

Kind regards, 

Ana

I would also like to emphasize once again that my account balance at the time was approximately 1200 EUR, and all of those funds were confiscated after the account closure.

However, despite this, 22bet clearly informed me by email that I would still be allowed to withdraw my "deposit sum".

During the verification process, I also specifically asked whether I was allowed to continue gambling while the verification was ongoing, and I was explicitly told that I could continue using the account.

For this reason, I acted in good faith at all times.

Therefore, I am not requesting any confiscated winnings. I am only requesting the return of the remaining part of my deposit sum, which 22bet themselves confirmed I would be able to withdraw.

Dear 22bet Casino,

I want to kindly ask you to provide me with the full account statement, since the AML Department is not responding? Thank you very much in advance

Hello,

We would like to clarify an important point regarding your request for an account statement.

In order for our colleagues to provide any account-related documents, the account holder must first successfully complete the required verification procedure. At the moment, the requested documents have not been provided, which means that the verification process cannot be completed.

Without completed verification, we are not able to share detailed account information or provide the requested statement for security and compliance reasons.

Please send the documents requested by the relevant department. Once the verification is completed, our colleagues will be able to review your request for the account statement further.

Thank you for your cooperation.

Hello,

I would like to clarify that I have already fully completed the verification process requested by 22bet during the account review.

At that time, I provided all requested documents, including identity verification, selfies, payment verification, Skrill history, and additional documents requested by their team.

I also contacted the AML department directly from the same email address connected to my account, exactly as instructed.

However, I have now been waiting more than 20 days without receiving the requested account statement or any meaningful response from the AML department.

At this point, I honestly feel like I am simply being sent in circles instead of receiving a clear explanation regarding the missing funds.

Kind regards, 

Ana

Dear 22Bet Casino Team,

Could you please provide a list of the documents that are still required to complete the verification process?

Thank you very much in advance for your cooperation.

Hello,

Our colleagues from the AML Department have requested the player’s ID document as part of the verification process.

At this stage, we are waiting for the player to provide the requested document, so the verification can be completed and the case can be reviewed further.

We appreciate your understanding.

Hello,

I would like to point out once again that I have already provided photos of my ID card as well as my passport during the verification process.

I also submitted additional verification materials, including selfies holding my ID document and mobile phone, together with other requested documents.

Proof of these submissions has already been shared with the Casino Guru team.

At this point, it honestly feels like I am continuing to be sent in circles instead of receiving a clear explanation regarding the missing funds.

Kind regards,

Ana

Dear 22bet Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the ana49´s verification process.

Please let us know at your earliest convenience.

Dear Martina,

We would like to clarify that Ana is referring to the verification previously completed for her gaming account.

However, in this case, we are referring to a separate identity confirmation required by the AML Department in order to provide a full account statement. This is a standard security and compliance procedure when such documents are requested.

Our colleagues from the AML Department have informed us that they are still waiting for Ana to provide the requested ID document.

Once the requested document is provided and the verification is completed, they will be able to proceed with her request for the account statement.

Dear ana49,

Could you please provide the documents requested by AML Department so the verification process can continue?

Thank you very much in advance for your cooperation.

Hello Martina,

Thank you for your assistance and for following up on this matter.

As requested, I have now once again provided the documents requested by the AML Department so the verification process can continue.

I appreciate your help and I hope this will finally allow the case to move forward and clarify the issue regarding the missing funds.

Kind regards,

Ana

Dear 22bet Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the ana49´s verification process.

Please let us know at your earliest convenience.

Hello Martina,

I would like to inform you that 22bet has finally provided me with the account statement covering the full history of my account.

Since the files were provided in .xlsx format and I am unable to upload that format directly on the complaint page, I am sending the documents to you by email for your review.

After reviewing the statement, it is now clear that 22bet calculated everything based on the entire account history from the beginning of my account usage, instead of focusing on the specific deposits made immediately before my account was restricted and verification was initiated.

I am therefore also providing my Skrill deposit and withdrawal records for comparison and review.

As visible from the dates and transactions, my final deposits were made during the verification period, after which my account was closed and my funds were frozen. 22bet later informed me that I would be able to withdraw my deposit sum, however the full amount of those deposits was never returned.

The records also clearly show that I used this account for a long time without issues while consistently losing money, and that the problems only started once I began making withdrawals and winning larger amounts.

Instead of refunding the full deposits connected to the account closure period, 22bet offset everything against the complete account history and treated the account balance as zero, which in my opinion is unfair and not what was communicated to me at the time.

For this reason, I kindly ask you to carefully review all attached documents and transaction evidence.

Thank you again for your assistance and support throughout this case.

Kind regards, 

Ana

Dear ana49,

I have received the documents in my email, thank you very much. Could you please confirm whether you have also sent these documents directly to the casino?

Dear 22bet Casino Team,

My question regarding the sufficiency of the documents provided by the player still remains. Additionally, I would like to kindly ask whether there is any obstacle preventing the remaining €377 from being paid to the player.

From the documents shared by the player, I could see that deposits in the amounts of €400 and €261.11 were completed after the withdrawals from the casino had already been made.

Thank you very much in advance for your clarification and cooperation.

Hello Martina,

Yes, I also sent the same documents directly to 22bet.

Kind regards,

Ana

Dear Martina,

We would like to inform you that we have sent you an email with additional clarification regarding this complaint.

Please kindly check your inbox, and let us know if any further information is required from our side.

Hello,

I just want to point out that throughout this entire process, I have continuously experienced delays, repeated requests, and circular responses instead of a direct clarification regarding the missing funds.

Even now, important explanations are apparently being provided privately by email, while I still have not received any direct clarification regarding the missing 377.20 EUR connected to my deposits during the verification period.

I also want to note once again that Skrill previously informed me that funds were missing according to their records and that they did not receive proper responses regarding the disputed transactions.

I kindly ask for a transparent review of the full timeline, transaction dates, and the communication regarding the promised return of my deposit sum.

Kind regards,

Ana

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,

Thank you for your message.

We have already replied to your email with our additional clarification regarding this case.

Please kindly review our response at your convenience, and let us know if any further information is required 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.

Hello,

We would like to clarify the calculation once again.

When an account is closed and deposits are reviewed for refund purposes, the calculation is based on the full account history, not only on the latest individual transactions. Once funds are credited to a casino account, they become part of the overall account balance together with previous deposits, winnings, losses, and withdrawals.

According to the player’s own account statement, the total amount of accepted deposits matches the total amount of approved withdrawals. This means that the player has already received withdrawals equal to the full amount of accepted deposits made on the account.

We understand the question regarding the final deposits, as they were made after some withdrawals had already been processed. However, these deposits cannot be assessed separately from the full account history. The overall balance must be reviewed as one continuous balance, not as isolated transactions.

Even within the relevant period, the player withdrew more than she deposited. The final payment made to the player was the closing settlement, which brought the overall account balance to zero.

Therefore, based on the account statement and the full financial history of the account, there is no outstanding amount left to be paid to the player.

Hello,

I must say that I am genuinely shocked by this explanation.

Throughout the communication, I was clearly informed that I would be able to withdraw my deposit sum. At no point was it explained to me that my deposits would later be offset against the entire account history from previous years in order to bring the overall balance to zero.

Following this logic, a player could theoretically have 3000 EUR on the account coming from personal deposits, make additional deposits later, and then lose everything simply because the casino decides to calculate the entire account history together.

If I had been using the account for 10 years, would all activity from those years also be merged together in the same way?

I have honestly never experienced or heard of anything like this before.

What is especially difficult for me to understand is why the verification and restrictions only started after my final deposits and after I began making successful withdrawals.

I would also like to point out that during my final withdrawal request, the withdrawal history clearly showed a remaining balance of more than 660 EUR on my account, yet only around 283,91 EUR was actually paid to me afterwards.

This is exactly why I continued questioning the missing amount and why this situation makes no sense to me.

I also want to point out once again that Skrill itself confirmed that funds were missing according to their records and initiated a review regarding the disputed transactions. Otherwise, such a process would never have been opened in the first place.

For me, this situation feels extremely unfair because not only were my winnings removed, but now even part of my deposit funds was effectively absorbed into the overall balance calculation.

Kind regards,

Ana

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.