Тема для обращений в службу поддержки 22Bet

Hello, I am formally requesting a refund of my net losses incurred on two accounts: 499157747 and 1586596407. My request is based on a systematic failure of the operator's Know Your Customer (KYC) protocols and a repeated breach of Responsible Gaming duties. Timeline of Events and Evidence: 1. Original Account & Verification: I registered account 499157747 and was informed by the 22bet verification department on October 13, 2023, that I had 'successfully verified' my account after providing my National ID and proof of address. 2. Self-Exclusion Breach: In 2024, I requested self-exclusion for gambling protection. However, the operator failed to maintain a permanent exclusion and later allowed me to reactivate and deposit on this same account in 2026, failing their duty of care. 3. Duplicate Account Registration: On March 3, 2026, despite already having my full identity verified in their database since 2023, the 22bet system allowed me to create a second account (1586596407) using the exact same personal details. 4. Negligent Enforcement: I was allowed to deposit and play on both accounts throughout March 2026. Only on March 17, 2026, after I had incurred significant losses and attempted a withdrawal, did the security department block both accounts citing 'multiple registration'.The Argument: The operator cannot selectively enforce the 'multiple registration' rule only after a player has lost money. Since 22bet had my ID documents and verification status on file since October 2023, their system had the technical obligation to flag any duplicate registration or reactivation of a self-excluded player immediately. By allowing me to deposit on both my original (previously verified) account and a new duplicate account, 22bet ignored their own KYC data and Responsible Gaming obligations.I request a full refund of the net losses (deposits minus withdrawals) made on both accounts during 2026, as these transactions should have been prevented by the operator's security systems.

Сумма убытков: 6000€

Казино: 22Bet Casino

Дело №: 4092

Hi Luis Dias,

Thank you for reaching out to us and sharing your experience. We will contact the casino representative for further clarification on your case.

Could you please clarify how long your self-exclusion period was set for? According to the casino’s Terms & Conditions, self-exclusion is applied for a specific period, after which the account will be reactivated. 

"After the selected period ends, your account will be automatically unblocked unless you request otherwise."

Also, it’s important to highlight the following rule:

“During the self-exclusion period, you must not attempt to create a new account. The company bears no financial liability and cannot be held responsible if you continue gambling under a different name or address.”

Based on this, creating a second account during an active self-exclusion period would be considered a breach of the casino’s rules.

As soon as we have an update, we will let you know here in this thread.

Hi njanjam,

Thank you for your response and for quoting the Terms & Conditions. I would like to provide a detailed clarification supported by the attached email evidence from July 2024 (the email is in Portuguese).

1. Regarding the Self-Exclusion and Responsible Gaming Breach: On July 15, 2024, I explicitly informed 22bet via email that I had a gambling problem and did not want to lose more money. Despite my clear vulnerability, the casino replied on July 16, stating that the "maximum block period is 1 year". By forcing a limit on my protection request, the operator failed in its Duty of Care toward a self-identified problem gambler.

2. Addressing the Liability Rule ("Different Name or Address"): You mentioned the rule stating the company is not liable if a player gambles under a different name or address. However, the email I received from 22bet on July 18, 2024, specifically states: "The player recognizes that the bookmaker is not responsible if you continue to play on the site using other account(s) with another name or address".

This is the core of my dispute: I did NOT use another name or address. I registered my second account (1586596407) in March 2026 using the exact same name, same address, and same ID document that were already "Successfully Verified" in their database since October 13, 2023 (Account 499157747).

3. Gross KYC and AML Failure: I was allowed to transact over €10,000 (including deposits and processed withdrawals) on this second account without a single KYC request or identity check. Since my identity was already verified in their system, their software had the technical obligation to flag this identical duplicate immediately.

The fact that they only enforced the "multiple accounts" rule after I incurred significant net losses—despite having processed previous transactions—proves that the operator's security system is either non-existent or selectively enforced to profit from vulnerable players.

Since I followed the rules by using my real, previously verified identity, the failure to block my access lies entirely with 22bet's system. I am requesting a full refund of my 2026 net losses due to this systematic failure to uphold basic KYC and Responsible Gaming standards.

Hi Luis Dias,

Thank you for the detailed clarification regarding your case. We have reviewed everything and forwarded all the details, including your latest post, to the casino representative.

We have received a response confirming that they will review your case. As soon as we have any updates, we will post them here.

Quick update: 22bet has just fully blocked my account access. This happened exactly after their 'Block' department (Ethan) replied to my formal legal notice, stating they are working on my request.
 

Hi @njanjam, any updates from the 22bet representative? It has been over 48 hours and I'm still waiting for a concrete answer about my situation. Thanks!

Hi Luis Dias,

The casino representative has informed us that they need more time to thoroughly analyze your case and will get back to us once they receive the full report from their security department.

Keep you posted once we receive any update.

Hi @njanjam, thank you for the previous update. 

However, it has been several business days since the security report was requested. I was hoping for some progress by now, as the situation remains at a standstill. 
Has the casino representative provided any specific timeline or any further feedback to the LCB team in the last few days? I appreciate your ongoing support in resolving this

Hi Luis Dias,

Thank you for your patience. We have been in contact with the casino representative and have received clarification regarding your case.

Please note that your self-exclusion period expired one year after it was requested, specifically on 15 July 2025. After this date, the casino is no longer responsible if you choose to open a new account.

"After the selected period ends, your account will be automatically unblocked unless you request otherwise."

Since the new account was created in March this year using the same name and address, this falls under your own responsibility. The rule you referred to applies only if a new account is created during an active self-exclusion period (in your case, 1 year).

"During the self-exclusion period, you must not attempt to create a new account. The company bears no financial liability and cannot be held responsible if you continue gambling under a different name or address."

After the self-exclusion has expired, any creation of multiple accounts is considered a breach of the casino’s Terms & Conditions on your side.

Please also note that casinos are typically only able to detect and confirm multiple accounts during the KYC verification process.

Given all of the above, unfortunately, there are no grounds to support your complaint, and we are unable to assist further in this case. The situation falls under a breach of the casino’s Terms & Conditions, and their decision is final, as they have also confirmed:

“Given these facts, the situation appears to be a direct violation of the platform rules by the player, which were clearly communicated to him. Overall, the situation indicates a violation of the rules the player agreed to upon registration, there are no grounds for a refund.”

Since this involved a violation of the casino’s T&C, there is unfortunately nothing further we can do, and case #4092 will be considered RESOLVED on our end. 

I strongly disagree with this conclusion. It is based on a false premise provided by the casino. The representative claimed that duplicates are only detected during the KYC process, but the casino failed to mention that, according to their own Section 9 of the Terms and Conditions, KYC is mandatory once transactions reach €2,000. In March 2026, my transactions exceeded 15000€. This proves beyond doubt that the casino either:

1. Completely ignored their own mandatory security protocols (Section 9) by allowing these volumes without verification;

OR

2. Performed the verification and deliberately ignored my 2024 addiction disclosure to continue profiting from my deposits.

A gambling addiction disclosure is a permanent statement of vulnerability. Allowing an 'automatic unblock' after a year for a confessed addict, while failing to trigger the mandatory KYC at the €2,000 threshold, is gross negligence and a breach of Duty of Care

Hi Luis Dias,

As previously explained, once your self-exclusion expired, you became responsible for any further account activity. Creating a new account using the same personal details is considered a breach of the casino’s Terms & Conditions, regardless of when KYC was triggered.

The casino representative also clarified that your account was not closed due to gambling addiction and that the exclusion period was set to one year, which you were aware of:

"As we can see from the email conversation, the player did not explicitly mention gambling addiction. This point is quite important, as the exact wording matters in such cases. The player referred to responsible gaming and stated that he had lost money and did not want to continue, but there is no clear statement indicating addiction. Therefore, the account closure was not based on a confirmed gambling addiction, but rather on a general request related to responsible gaming."

As we have already informed you, this is the casino’s final decision, and unfortunately, we are not able to take any further action regarding this matter.

The casino is acting in accordance with its Terms & Conditions, which you agreed to upon registration.

Since this matter falls outside our scope of responsibility and beyond our operational framework, we are unfortunately unable to proceed further. Our role in such cases is strictly that of a mediator.

For these reasons, we are closing this complaint. We are truly sorry that we couldn’t be of more assistance in this case.

Spettabile Team di LCB, vi scrivo per richiedere il vostro intervento in merito a una mancata collaborazione da parte del casino' 22bet riguardo l'accesso alle informazioni del mio account. Nonostante abbia già contattato il servizio clienti per ottenere lo storico completo dei miei depositi e prelievi e le informazioni relative al mio profilo apertura chiusura eccetera. , la procedura è in una fase di stallo. Il supporto mi ha fornito un indirizzo email specifico da contattare per queste richieste, ma dopo diversi solleciti non ho mai ricevuto alcuna risposta. Desidero sottolineare che, in base alle normative internazionali sulla privacy e, soprattutto, ai protocolli di Gioco Responsabile, ho il pieno diritto di accedere a queste informazioni. La trasparenza sui flussi finanziari è un pilastro fondamentale per la tutela del giocatore e il rifiuto (o il silenzio) dell'operatore rappresenta una grave violazione della Duty of Care.

Казино: 22bet

Дело №: 4198

Dear LCB Team, I am writing to request your intervention regarding 22bet Casino's lack of cooperation regarding access to my account information. Although I have already contacted customer service to obtain a complete history of my deposits and withdrawals and information relating to my account opening and closing, etc., the process is stalled. Support provided me with a specific email address to contact for these requests, but after several reminders, I have received no response. I wish to emphasize that, in accordance with international privacy regulations and, above all, Responsible Gaming protocols, I have the full right to access this information. Transparency regarding financial flows is a fundamental pillar of player protection, and the operator's refusal (or silence) represents a serious violation of the Duty of Care.

Hi giallu123,

Thank you for taking the time to share your experience with the LCB members, and we’re sorry to hear about your negative experience.

Could you please send us via private message screenshots of your communication with the casino, where you requested account closure?

We kindly ask that the screenshots include visible timestamps (exact dates) as well as the casino’s responses, so we can properly review the case.

Hello giallu123,

Thank you for your message.

We fully understand your concern. At this stage, we kindly ask you to await a reply from our colleagues via email, as your request is currently being handled by the relevant team. Please note that such requests are reviewed in queue order, so response times may vary depending on the current workload.

We appreciate your patience and understanding.

Chiedo di rispondermi ai due indirizzi email che avete a disposizione, attendo vostre notizie.

Per quanto riguarda gli screen li ho inoltrati in privato.

Please reply to the two email addresses you have available. I look forward to hearing from you.

As for the screenshots, I forwarded them privately.

Hello giallu123,

Thank you for sending us additional information. As you can see from the casino rep's response, your request is currently being handled by their team.

Additionally, we have forwarded these screenshots to the casino rep for review.

Hello giallu123,

We kindly ask you to await a reply from our colleagues. If your request has been sent correctly to aml@techsolutions.group, it will be reviewed in due course. Please note that all requests are processed in queue order, so response times may vary depending on the current volume.

We sincerely appreciate your patience and understanding.

Prima era in elaborazione  e adesso se è stata inviata correttamente? Voi non avete una chat interna dove parlate prima di rispondere alle richieste? A questo punto  chiedo conferma della mia richiesta che vi sia arrivata. 

It was previously being processed, and now what if it was sent correctly? Don't you have an internal chat where you can chat before responding to requests? At this point, I'm asking you to confirm that my request has been received.

Dear giallu123,

Please note that we are not the customer support team, so we are unable to check account details or handle account-related requests directly here.

For any information regarding your account, verification, transactions, or other personal requests, please contact our support team through the official communication channels, such as email.

Our colleagues will review your request and assist you accordingly.

Thank you for your understanding.

Ho già inviato precedentemente l'e-mail, attendo l'esito della mia richiesta, se arriverà .

I have already sent the email previously, I am waiting for the outcome of my request, if it arrives.

Hello giallu123,

Please be patient and wait for the support's email. Keep us posted once you receive a reply.

Buongiorno, non ho ancora ricevuto nessuna risposta 

Good morning, I haven't received any response yet.

Hello giallu123,

Thank you for letting us know. Please be patient and wait for the support's email.

We will send the casino rep reminder.

Grazie resto in attesa di un suo gentile riscontro 

Thank you, I look forward to hearing from you.

Buongiorno 0 riscontro

Good morning 0 feedback

Hello giallu123,

 Please be patient and wait for the support's email.

We're in communication with the casino rep and waiting for the updates.

Buongiorno non arriveranno mai gli aggiornamenti..

Good morning, the updates will never arrive..

Boa noite, Fiz uma aposta em um jogo live que se encontrava nos 80 minutos, cujo jogo era Slavia Praga u19 x Slavia Praga u19, e o jogo estava interessante que me levou a entrar em mais um golo, ou seja +5.5 , já havia 5 golos. Assim sendo, o jogo continuo a decorrer normalmente, surgiu o 2 vermelho inclusive... ate que os adeptos invadiram o campo e o jogo deu como abandonado , sendo que a 22bet ficou com a minha aposto e uso justificações como já tinha passado 80 minutos do jogo, sendo que eu entrei aos 80 minutos, com provas a detalhar tudo , depois no regulamento também não menciona nada disso, e apenas menciona que a odd passa para 1. Link do jogo: https://www.flashscore.pt/jogo/futebol/slavia-praga-viXGgnyB/sparta-praga-6qA358jH/sumario/equipas/?mid=zucM8nmD Deixo aqui o numero da minha conta e o id da aposta: Conta: 7***9 Aposta: 81628063497 Já enviei e-mail demoram para responder, o chat não da justificações plausíveis.. e a próxima queixa é junto do licenciador.

Сумма убытков: 112.75€

Казино: 22Bet Casino

Дело №: 4259

Good evening, I placed a bet on a live game that was in the 80th minute, the game was Slavia Prague U19 vs Slavia Prague U19, and the game was interesting, which led me to bet on one more goal, that is, +5.5, there were already 5 goals. Therefore, the game continued normally, the second red card was even shown... until the fans invaded the pitch and the game was abandoned. 22bet kept my bet and used justifications such as 80 minutes of the game having passed, even though I entered the game at the 80th minute, with evidence detailing everything. Furthermore, the regulations don't mention any of this, only stating that the odds change to 1. Game link: https://www.flashscore.pt/jogo/futebol/slavia-praga-viXGgnyB/sparta-praga-6qA358jH/sumario/equipas/?mid=zucM8nmD Here is my account number and bet ID: Account: 7***9 Bet: 81628063497 I've already sent emails, they take a long time to respond, the chat doesn't give plausible justifications... and my next complaint will be with the licensor.

Hi rosas,

Thank you for taking the time to share your experience with the LCB members.

Since your bet was placed on over 5.5 goals during live play and the 6th goal was not scored before the match was abandoned, the sportsbook likely considered the outcome as unresolved and therefore applied settlement at odds of 1 according to the following rules:

"10. If a match does not end and is abandoned (see p. 9 “Sports Rules”), the outcomes determined before such abandonment (for example, first half markets, first goal and its time market, etc.) shall be accounted for at the bet settlement. All remaining bets shall be settled at odds of 1."

Anyway, we will contact the casino representative regarding clarification of your case.

Please keep us updated if you receive any response from the casino in the meantime.

Hi rosas,

Thank you for your patience while we reviewed the matter.

We have checked the bet settlement with the relevant team. According to the information available to us, the match was interrupted only after the full 90 minutes had already been played.

For this reason, the bet was settled correctly in accordance with the applicable betting rules.

We understand that the situation may be disappointing, but based on the match status and the rules applied, we do not see any error in the settlement.

Hi rosas,

Could you please confirm that you have seen a response from the casino rep regarding your case?

Since it's been 48 hours and we haven't heard back from the member, yet we have the response from the casino, we will mark case #4259 as RESOLVED.

I have been a customer of the company for approximately one year. After winning a larger amount of money, my account was suddenly subjected to betting restrictions. My odds were significantly reduced, and my maximum stake was also lowered to a very small amount. When I attempted to withdraw my winnings, I was asked to verify both my bank account and my identity. I submitted the requested documents multiple times, but they were repeatedly rejected for unusual and unclear reasons. I followed all of the instructions very carefully and made sure every submission complied with their requirements. Nevertheless, they kept asking me to provide additional documents. At one point, they even started asking questions such as what my relationship was to a certain person (Person X). Eventually, after approximately 15 attempts, they finally replied: “Dear customer, thank you for providing the requested data. Wait for the answer, please. Your data is under verification now.” I have now been waiting for approximately three days without any further response. Whenever I ask for an update, I receive nothing but the same copy-and-paste email: “All requests are processed in turn. Please wait, you will get a notification.” I am now concerned that, if they do eventually respond, I will once again be asked to provide yet more documents and then be forced to wait for another extended period. This is exactly what has happened throughout the verification process so far: after making me wait, they simply requested additional documents instead of completing the verification. When I ask whether I have now submitted everything they require, they refuse to answer the question and instead keep sending the exact same copy-and-paste response. When I tried asking the question again, they warned me about “spamming” and stated that they would soon begin ignoring my messages entirely. The same thing had already happened earlier when I was trying to submit the required documents and asked what was wrong with the documents they had rejected. At this point, approximately €5,000 of my money is effectively being held by the company, and they do not appear to have much interest in paying it out.

Сумма убытков: 5000€

Казино: 22Bet Casino

Дело №: 4479

Hi Mikki Hiiruliini,

Thank you for reaching out to us and sharing your experience.

We are sorry to hear that your verification process has taken so long. However, please note that when larger amounts are involved, casinos may require additional verification steps as part of their security procedures.

We understand that waiting for an update can be frustrating. We will forward your username to the casino representative and ask them to check the current status of your verification and provide us with an update.

Hi Mikki Hiiruliini,

We would like to clarify that the verification process is standard and is carried out in accordance with our Terms and Conditions.

At the moment, the utility bill provided by the player is being reviewed by the Security Department. Please allow the relevant team some time to complete the check and provide a response.

Thank you for your patience and understanding.

Hi Mikki Hiiruliini,

Could you please confirm that you have seen a response from the casino rep regarding your case? 

Hi Mikki Hiiruliini,

Since we have not heard back from the member, and considering that this case was waiting for the KYC process, along with the response we received from the casino representative, we will proceed with marking Complaint #4479 as RESOLVED.

If the member contacts us again and needs any further assistance, we will gladly reopen the complaint.

Account ID: 1088208799 Amount in dispute: over 3,000 EUR I have been a verified customer since 2024 and have completed over 50 previous withdrawals on this account without any issues. On the beginning of August, I requested a withdrawal of over 3,000 EUR. I was asked to submit verification documents again, which I did promptly and in full: an ID photo from a different angle, a selfie holding my ID next to my device with my account profile open, a utility bill as proof of address, and my driving license, front and back. After each submission, I received only a generic reply stating my data was "under verification" with no timeframe given, and I was then asked for yet another new document. This has been going on for over two weeks now, with no resolution. I have repeatedly and explicitly asked, in writing, for a specific timeframe for resolution and confirmation of exactly what, if anything, is still missing. I have never received a direct answer to either question, only the same generic response. I believe this reflects a deliberate stalling pattern rather than a genuine verification process. I can provide the full email correspondence with 22bet's Security Department as supporting evidence.

Сумма убытков: 3000€

Казино: 22Bet Casino

Дело №: 4642

Hello Matija7347,

Welcome to LCB! Thank you for submitting your complaint and for providing the detailed information regarding your account and the ongoing verification process with 22Bet.

Please provide us with the following so we can review the situation properly:

• Screenshots showing your current account status and the withdrawal of over €3,000
• The date and exact amount of the withdrawal request
• Copies/screenshots of the full correspondence with 22Bet's Security Department regarding the current verification
• The dates on which each requested document was submitted
• Confirmation of which documents have already been accepted, if this was communicated to you
• The latest request from the Security Department and the most recent response you received
• Any withdrawal or transaction history showing your previous successful withdrawals, if available
• Confirmation of whether your account is currently accessible and whether the funds remain in your balance
• Any ticket, case, or reference number associated with the verification process

Please also confirm whether 22Bet has ever specifically stated that your previous verification was no longer considered sufficient or explained why the additional verification was triggered.

Once we have the supporting evidence and complete timeline, we can review the case more thoroughly and provide further assistance.

Dear Matija7347,

We are pleased to confirm that you do not need to provide any additional documents or further verification at this stage.

You may proceed with withdrawing your funds as usual.

Thank you for your patience and cooperation.

Dear Matija7347,

Could you please confirm whether you managed to successfully withdraw your funds?