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22bet Casino - Account locked after big win

REJECTED
Complaint Info
Disputed casino 22bet Casino
Reason Verification issues
Amount € 5000
Posted on October 6, 2020

Account number: 185249041

Hi askgamblers, I am having a big problem with 22bet. They locked my account for verification, when it was already verified, and they did it right after I tried to cashout 5000€, but they will still let me deposit. They are obviously doing this to avoid paying me.

I have been playing on 22bet for a very long time now and have gambled 10's of thousands a month since I joined.

A few months ago I got blocked for documents request, I sent everything and my account was activated again.
Now I got up to 5000€ in the balance and my account was once again blocked for documentation requests.

The operator behind their security e-mail is always asking for repeated documentation, and I keep sending everything they ask for.
At this point it has been over 150 emails exchanged of me just sending document after document.
They have lied to me saying that if I sent a certain document my account would get verified, well, after I sent that document they just kept asking for more repeated pdfs and print screens.

At this point I am very angry because it has been 12 days with no access to my funds and what they are doing is obviously an attempt to not pay me.

I have sent them everything they could ask for. I have wasted multiple hours getting them everything, and they just keep unresponsive and do not verify my account.

Neteller screenshots? Sent that

Homebanking screenshots? Sent that

Printscreens of cards used for deposits? Sent that

Id? Sent that

Utillities bills? Sent that

Bank statements? Sent that

Also had to print 60 sheets of documents to sign to confirm that I had been aware of all the deposits made in the last few months. (Wasted 3-4 hours just signing and filling everything.

I have done all this and the operator just keeps not responding to anything and I don't have the guarantee that this process will be over at any time, but they have told me it was the last verification step and it was not the truth.

Obviosly they just do it when I win big, but I believe that this could just be a bad opearator and if this gets resolved I could give the casino a second chance.

I just ask for someone to look into it and get my account back to normal because this is just not acceptable and a casino as big as 22bet should pay their customers.

Proof attached.

Thank you

Posted on October 7, 2020

Dear, andrefilipezeco, we are working in your issue, thanks for contacting!


BR
22BET

Posted on October 7, 2020

Dear askgamblers team, we would like to inform you that the security check was
initiated by payment system, they found that the customer made a deposit from the card which
does not belong to him, and it's forbidden! that is the reason why the withdrawal option is not available until
the investigation is not finished .

BR
22`BET

Posted on October 7, 2020

That card is mine and I have sent proof of that.
When is that "investigation" going to end?

Posted on October 9, 2020

Dear all, now we got info from PSP that the card ******8473 does not belong to account holder, so we are waiting for the proof from Multibanco account with the name of bank account holder .


BR
22 BET

AskGamblers
Posted on October 14, 2020

Dear all,

This complaint has been reopened as per 22bet Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on October 14, 2020

Dear askgamblers team, we are still waiting for requested documents!

BR
22BET

AskGamblers
Posted on October 17, 2020

Dear @andrefilipezeco,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required documents have already been sent to the 22bet Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

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