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I am a Brazilian citizen living in Portugal. 

I do not yet have a residence permit—I will not receive it until next month.

My only current official document is a valid Brazilian passport (GL590802).

On June 8, 2026, 22Bet froze my €1,400 balance and requested KYC verification.

I submitted my valid passport, but they rejected it and are demanding a Portuguese Citizen Card.

Requiring a Portuguese Citizen Card from a foreigner without residency makes KYC verification impossible.

A passport is accepted internationally and under the Curaçao license.

I request the immediate release of the €1,400 based on the passport I have already submitted.

As soon as I receive my Residence Permit, I will send that as well.

Sou cidadão brasileiro, resido em Portugal. 

Ainda não possuo Título de Residência - só vou conseguir mês que vem.

Único documento oficial atual: Passaporte Brasileiro válido GL590802.

Em 08/06/2026 a 22Bet bloqueou meus 1400€ de saldo e pediu KYC.

Enviei passaporte válido mas rejeitam e exigem Cartão de Cidadão português.

Exigir CC português de estrangeiro sem residência é KYC impossível.

Passaporte é aceito internacionalmente e pela licença Curaçao.

Solicito liberação imediata dos 1400€ baseado no passaporte já enviado.

Assim que receber meu Título de Residência envio também.

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.

Dear AllyssonBrasil,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear AllyssonBrasil,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Karla,

Update: 22bet closed my account TODAY, April 21, due to a "duplicate account."

In their final email, they confirmed: "We will refund the balance at the start of the investigation." 

Balance on April 8: €1,400. No winnings to cancel.

I sent my documents and IBAN today after the account was closed. 

I am awaiting payment of €1,400 in accordance with their own Terms and Conditions.

Attachment: Account closure email from 22bet

Olá Karla,

Update: 22bet encerrou minha conta HOJE dia 21/04 por "conta duplicada".

No email final eles confirmam: "reembolsar saldo no início da investigação" 

Saldo dia 08/04: 1400€. Sem ganhos pra cancelar.

Enviei meus docs + IBAN hoje após encerramento. 

Aguardo pagamento de 1400€ conforme os próprios Termos deles.

Anexo: Email de encerramento da 22bet

Hi Karla, how are you?

Thanks for reaching out.

Important update on the case:

1. 22bet closed my account TODAY, April 21, 2026, due to a "duplicate account"

2. In their final email, they confirm: "At our sole discretion… we will refund the balance in your account as of the start of the investigation."

3. Balance at the start of the investigation on April 8, 2026: €1,400.00

4. Canceled winnings: €0.00—I did not place any bets or generate any winnings after April 8

5. Account has remained blocked and inaccessible since April 21

I request Casino Guru’s intervention to ensure that 22bet complies with its own email and Terms of Service by issuing a full refund of €1,400.00 as promised.

I look forward to hearing from you and thank you for your help.

Sincerely,

Olá Karla, tudo bem?

Obrigado pelo contato.

Atualização importante do caso:

1. 22bet encerrou minha conta HOJE, dia 21/04/2026, por "conta duplicada"

2. No email final eles confirmam: "A nosso exclusivo critério... reembolsar o saldo da sua conta no início da investigação"

3. Saldo no início da investigação dia 08/04/2026: 1400,00€

4. Ganhos cancelados: 0,00€ - não realizei apostas nem gerei ganhos após 08/04

5. Conta permanece bloqueada e sem acesso desde 21/04

Peço a intervenção do Casino Guru para que a 22bet cumpra o próprio email e Termos, efetuando o reembolso integral de 1400,00€ conforme prometido.

Aguardo novidades e obrigado pela ajuda.

Atenciosamente,

Dear AllyssonBrasil, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear AllyssonBrasil,

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 AllyssonBrasil,

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, Barbora, (barbora.p@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,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 22bet Casino representative to join this conversation.

Dear 22bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

We would like to clarify the situation regarding this case.

Cooperation with the player was terminated due to a violation of our Terms and Conditions related to multiple accounts. During the internal review, we identified a linked account belonging to the player’s cousin, which falls under the multi-accounting rule.

We would also like to note that the player’s deposit amount had already been withdrawn earlier. The remaining balance on the account consisted of winnings, which were cancelled due to the confirmed breach of the rules.

Therefore, the account was closed in accordance with our Terms and Conditions, and the decision remains final.

Dear Barbora,

We have sent you additional information regarding this case by email.

I disagree. My balance of €1,418 wasn't just from winnings—it included deposits as well. You're lying, and I can prove it!

Eu discordo. Meu saldo de 1418€ não era só de ganhos, tinha depósitos também. Vocês estão mentindo e eu posso provar!

The following are payments made on June 3, 4, and 8, before the lockdown

segue pagamentos feito no dia 03, 04 e dia 08 de junho, antes do bloqueio

I ask that you verify that I withdrew my deposits between June 4 and the date the account was frozen; I have proof of those deposits.

peço que comprovem que levantei meus depósitos após o dia 04 de junho até o dia do bloqueio, possuo comprovantes de depósito.

Dear 22bet Casino Team,

Thank you for your email.

I have replied and requested some additional clarification and supporting evidence regarding this case.

I look forward to your response.

Dear Barbora,

We have replied to you by email regarding this case.

Please let us know if any further information is needed from our side.

Dear 22bet Casino Team,

Thank you for your response. I have replied to your email with a request for some additional clarification regarding this case. I kindly ask you to review it and respond at your earliest convenience.

Thank you in advance.

I'd like to know where I stand in this situation. I feel completely wronged and deceived by 22bet—they claim I made withdrawals from my account, which I didn't, and they won't provide any proof!

Gostaria de saber como eu fico nesse caso. Me sinto totalmente lesado e enganado pela 22bet, onde dizem que eu fiz levantamentos do meu saldo, os quais eu não fiz, e não querem provar!

Hello Barbora,

We have sent you a detailed explanation regarding this case by email once again. Please kindly refer to the information provided there.

Dear AllyssonBrasil,

We would also like to clarify our position once more.

Your account was closed due to a violation of our rules regarding multiple registrations. The use of more than one account is strictly prohibited under our Terms and Conditions.

Additionally, based on the full account history, the total amount you have already withdrawn exceeds the total amount of your deposits.

Therefore, the deposited funds were not withheld. The decision regarding the account closure and cancellation of the remaining balance was made due to the breach of the rules mentioned above.

Thank you.

I want to emphasize that the amount I am charging belongs to me, not to you. If you do not do the right thing, I will take legal action with a lawyer and file a lawsuit. This constitutes misappropriation.

There were no multiple logins. I’ve already explained this several times: my cousin lives next door to me, and we have the same last name. It’s obvious that, since we live next door to each other, our IP addresses may be the same.

His account is still active, and only mine was canceled. I just want my money, which is rightfully mine. I did not withdraw the balance that you blocked.

You first claimed that I withdrew what I deposited. Now you say that "the total amount I’ve already withdrawn exceeds the total amount of my deposits." In other words, you’re contradicting yourselves in your own argument.

I kindly ask Casino Guru to take the necessary steps regarding my case.

Reforço que o valor que estou cobrando é de minha propriedade, não de vocês. Caso não façam o correto, irei acionar a justiça com advogado e abrir processo. Isso configura apropriação indevida.

Não houve múltiplos acessos. Já expliquei diversas vezes: meu primo mora ao meu lado e temos o mesmo sobrenome. É óbvio que, por morarmos lado a lado, o IP de rede pode ser o mesmo.

A conta dele continua ativa e somente a minha foi cancelada. Quero apenas o meu dinheiro, que é meu por direito. Eu não saquei o saldo que vocês bloquearam.

Vocês primeiro afirmaram que eu saquei o que depositei. Agora dizem que "o valor total que já saquei excede o valor total dos meus depósitos". Ou seja, vocês estão se contradizendo no próprio argumento.

suplico gentilmente a cassino guru para que tomes as devidas providências sobre o meu caso.

Dear 22bet Casino Team,

Thank you for your cooperation. I have replied to your email with a request for additional information regarding this case. I look forward to your response.

I'd like to know about my situation. 

It’s been more than two months since this happened, and I still don’t have access to my money. 

I’d like to know if the least 22bet will do is refund at least the deposits corresponding to the amount in the account.

Gostaria de saber sobre a minha situação. 

Já se passaram mais de 2 meses do ocorrido e até hoje não tenho acesso ao meu dinheiro. 

Gostaria de saber se o mínimo que a 22bet vai fazer é reembolsar pelo menos os depósitos referentes à quantia que está na conta.

Hi Barbora,

I’ve sent you the additional information by email. Please let me know once you’ve had a chance to review it.

Dear 22bet Casino Team,

I have replied to your email with a request for additional information. I look forward to your response.

Dear Barbora,

I’ve sent the additional information by email for your review. It includes the relevant details and supporting evidence regarding the case.

Dear AllyssonBrasil,

After reviewing all the information available, including the additional supporting technical evidence provided by the casino, we have concluded that the casino has sufficiently substantiated its decision regarding the alleged breach of its Terms and Conditions.

For this reason, the complaint will be rejected.

Thank you for your understanding.