Hello, I paid PLN 500, I got a PLN 500 bonus and I turned it over and I also played for my money, not from the bonus, and I made PLN 4180. I sent them various documents for verification, after a few e-mails they wrote to me asking about my 2 other friends who also played independently on this site and accused me of playing from different accounts, which is not true. I only play from my account. After sending me an email with the allegations, they canceled every bet and only refunded my 500 PLN deposit. Can you help me get my money back somehow? Attached I am sending the last e-mail they sent me and one screen that I did before they deleted my entire betting history. Thank you very much in advance for your help. Regards

Dear Filbi1990, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever played from the same household/IP address with your friends? Have you all claimed the same bonuses?

Could you please advise if you have passed the verification?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected], or alternatively, post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

Yes, I was on wifi at a friend's who also played on this site. Only I had the bonus. I tried to do the verification, but I didn't finish it and it ended up in the e-mail, so I didn't finish it because they didn't let me finish it.

Dear Filbi1990,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of 22bet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from 22bet Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of Filbi1990. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Filbi1990,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear 22bet casino representative, 

Do you have any updates on this case?

Hello!

Co-operation with the player has been terminated in accordance with our rules. Please note that playing from the same Wi-Fi or matching IP addresses is not allowed. This is clearly stated in our rules:

Customers may register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

We would also like to remind you that each player confirms his agreement with these terms and conditions when registering an account.

Thank you for your understanding.

Dear Filbi1990,

Could you please confirm if anyone in your household was also playing at 22bet casino?

Dear Filbi1990,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear 22bet casino representative,

Could you please review your records and respond to the following questions:

- Was the IP match with only one other player?

- Did this occur just once, as previously stated by the player?

- Do the accounts in question show any other similarities?

Good afternoon Matej,

Our company strictly adheres to internal protocols, and our employees and security team act solely in accordance with them.

A breach of the rules, whether it is a one-off, repeated or minor incident, does not affect the decision, which is based entirely on the terms and conditions we have established. The player himself admitted to using his friend's wi-fi. This resulted in a breach of the rules that the player agreed to when registering.

Hello Filbi1990,

We would like to update you that due to Matej, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Matej has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Matej will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 22bet casino representative,

The rule applied in this case is predatory and should not justify the confiscation of winnings.

While the same IP address may suggest potential duplicate or multiple accounts, it is not conclusive proof.

I can reject this case due to Filbi1990's lack of response. However, if Filbi1990 chooses to reopen the case, I will require stronger evidence from the casino and answers to the previous three questions.

Dear Matej,

The multi-account ban rule was introduced to protect honest players and to ensure the security of the system. Without it, abuse of bonuses, circumvention of limits, financial fraud and use of bots are possible. A match by IP, device and payment data is sufficient reason to close an account. Strict control over such matches is not just a rule, but a necessary security measure applied by all major gaming platforms. When registering, each player agrees to the established rules, the fulfilment of which is mandatory.

Our platform operates in strict compliance with the rules, which are unchangeable and represent an electronic contract regulating the work of the Security Service.

In this case, the account was closed in accordance with the protocol, as there was an IP overlap with two other accounts. According to the rules:

‘Each registered customer may have only one account. Customers may register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website’.

The security service operates exclusively within the established regulations, recording possible violations, carrying out checks and taking measures in accordance with the rules.

The project has been operating under these rules for more than seven years, and every player, when registering, agrees with them, which confirms their legal validity.

The measures taken are not biased, and the request for additional evidence is not unreasonable, as an IP match in itself is sufficient reason to close the account.

All decisions were made strictly within the framework of the applicable regulations and jurisdiction. Thank you for your understanding.

Dear 22bet casino representative,

Because we had this conversation before regarding multiple cases, I would like to show you something:

I asked copilot:

What are the chances that someone will share my IP address on a mobile device within a month?

This is the answer:

Given the nature of dynamic IP addresses used by mobile carriers, it's quite possible that someone else could be assigned the same IP address as you within a month. Mobile carriers typically have a pool of IP addresses that they assign to devices on their network. When a device disconnects from the network, its IP address returns to the pool and can be reassigned to another device.

The exact probability depends on the size of the carrier's IP address pool and the number of devices connecting and disconnecting from the network. However, since the reassignment happens frequently, it's relatively common for IP addresses to be reused within a short period of time, such as a month.

Chat GPT: (it was a bit tricky I needed to ask twice)

The probability of someone sharing your IP address on a mobile device within a month is relatively low, say around 1% to 5% for most average users. This assumes typical behavior without engaging in activities that specifically expose your IP, like sharing it online or connecting to risky networks.

An IP address is not unique like an ID, so a match in IP cannot solely justify closing an account and confiscating winnings. Furthermore, casinos only check for this when a player attempts to withdraw; they do not examine IP matches when players are losing, even if they share the same IP with others.

Essentially, an IP match with another player raises concerns but requires further investigation into other factors that may indicate multiple accounts.

This is why I inquired:

- Was the IP match with only one other player?

- Did this happen just once, as stated by the player?

- Do the accounts in question show any other similarities?

The player confirmed he used his friend's WiFi, which is a reasonable explanation.

You can assess these two players to determine whether their connection is solely based on IP or if there are additional factors involved, and then make a decision accordingly.

Relying solely on the rule that two players cannot share the same IP will not resolve this case, as it is insufficient evidence.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matej,

We understand your concern, but we have already detailed all the arguments above. The platform rules, which the player agreed to when registering, clearly spell out the terms and conditions, and unfortunately they were violated. In this situation, we acted strictly in accordance with the established rules, and there is no reason to reconsider the decision. Thank you for your understanding.

Dear 22bet casino representative,

Following our meeting, we have decided to close this complaint as rejected due to the player ceasing communication.

Please note that if the player chooses to reopen this case or somebody submits a similar complaint in the future, additional evidence will be required for resolution.