Queja #6 22bet Casino

Casino refuses to close my account what led me to lose

Por fufighter77

hace 5 años

Hello,

two months ago I decided to stop gambling. I had accounts in many casinos and everywhere I was able to close my account or set a really small deposit limit.

At casino 22bet I have sent email to 4 different departments and ask them to close my account. I got response from security to provide my account number which I provided and to contact [email protected] which I did.

Also the support ask me the reason why I want to close it. I answered because of big losses.

From [email protected] I have been told that my account will be closed automatically after 3 months if I am not using it. I answered I need to close it now and that they have to do it if I want to stop gambling. Then they answered for how long I want to close my account.

I answered that forever (for the second time). Their answer was they can offer me a free bet, I have just ironically answered it has to be really big free bet and ask them to close my account again.

Their answer was just automatical reponse that my account will be closed automatically after 3 months if I am not using it again. On chat I have been told there is no possibility to set a limits.

Today I unfortunately decided to play and lost 810USD/18000CZK. Overall deposit was 20500CZK/923USD, I made one withdrawal 2500CZK/113USD.

Everything is attached ( I just cleared my email because my name is in it, I don't want to be public, but I can send originals securely)

I ask this casino to refund my today's loss and to finally close my account.

Casino en conflicto 22bet Casino

Motivo Violación de los términos del casino

Cantidad $810

Discusión

AskGamblers

• Support Team

hace 1 año

Dear @fufighter77,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

22bet Casino

• Representative

hace 1 año

Good afternoon, I would like to inform Askgamblers administration that we have solved the issue with the player and transferred him 810$ to the bank details that he provided to us.

AskGamblers

• Support Team

hace 1 año

Dear 22bet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

fufighter77

• República Checa • 1 Reseñas

hace 1 año

Email sent on 4th July and still no answer about the compensation.

Estadísticas de quejas de 22bet Casino

Resueltas 52 / 52

Cantidad promedio $2,578

Duración media de quejas 11 días

Tiempo de respuesta promedio 2 días

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No puedo retirar mi dinero y no responden a mis correos.

Me rechazaron la retirada de 25.000€, tengo actualmente 37.000€.

Llevo varios días intentando retirar mi dinero de 22Bet, pero me aparece un mensaje de que debo verificar mi cuenta, a pesar de que ya envié toda la documentación y recibí la confirmación de verificación.

Llevo desde 2023 con ellos y ya estaba verificado.

He contactado varias veces con el soporte de security, support y también escribí a complaints, pero no he recibido ninguna respuesta.

Me parece muy poco serio que una empresa de apuestas bloquee el acceso al dinero de los usuarios sin ofrecer ninguna explicación

ni soporte.

Llevo intentándolo desde el día 12, ya han pasado 8 días.

Solo quiero poder retirar mis fondos, que me pertenecen, y recibir una respuesta clara del equipo de 22Bet.

Espero que revisen mi caso cuanto antes.

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Cuenta bloqueada sin poder retirar saldo

Estimado equipo de AskGamblers:

Presento esta reclamación contra 22Bet Casino, donde tengo una cuenta activa y verificada.

Llevo jugando en esta plataforma durante varios meses, de forma constante y responsable. Durante ese tiempo, mi saldo fue disminuyendo progresivamente.

Sin embargo, en los últimos días tuve una pequeña racha de ganancias que hizo subir mi saldo a aproximadamente 1.800 €.

El día 24 de junio, solicité un retiro, como ya había hecho anteriormente.

Esta vez la solicitud fue rechazada, y contacté con el servicio de atención al cliente por el chat para preguntar qué método debía usar para que el retiro fuera aceptado correctamente.

Minutos después de esa consulta, fui desconectado de mi cuenta y no pude volver a acceder. Pregunté por qué, y solo me dijeron que escribiera a [email protected].

Envié un correo de inmediato. Tras casi 24 horas sin respuesta, finalmente me informaron de que mi cuenta había sido bloqueada por “adicción al juego” y que debía presentar un certificado médico firmado por un psiquiatra para recuperarla.

Quiero dejar claro que yo no he solicitado en ningún momento la autoexclusión ni el cierre de la cuenta.

Respeto totalmente las políticas internas de juego responsable que pueda tener cualquier casa de apuestas, y si creen que un usuario tiene un problema, entiendo que puedan actuar.

Sin embargo, bloquear la cuenta justo después de que empiezo a ganar y pido un retiro, y además sin ofrecer ninguna forma de acceder a mis fondos, no parece una medida realmente orientada a proteger al jugador.

En el correo que me enviaron desde el equipo de bloqueos, no se menciona en ningún momento cómo retirar el saldo que tengo en la cuenta.

Respondí solicitando instrucciones para poder hacer la retirada o que ellos mismos la gestionaran, pero han pasado ya 48 horas desde que perdí el acceso y no he recibido ninguna solución ni explicación clara.

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1. Proporcione una explicación válida sobre el bloqueo de mi cuenta, y

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Atentamente,

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