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Dear Sirs,

I hereby submit a formal complaint regarding my account on the 22bet platform, due to the undue withholding of funds and the way this whole situation is being managed.

In the past, I closed an account on this platform, citing "gambling addiction" as the reason. It's important to clarify that I've never been a compulsive gambler, but rather a sporadic one. Nevertheless, the account was closed.

I recently created a new account at 22bet using exactly the same Portuguese identification number. If, according to your internal policies, I shouldn't have been allowed to create a new account or play, then that account should never have been accepted and I shouldn't have been allowed to make deposits.

However, the account was successfully created, the deposits were accepted and I played normally. After winning a significant prize, the account was immediately blocked. I managed to withdraw €1,000, but €3,000 remained in the account, which is currently blocked.

I sent them all the documentation they requested. Even so, they are now demanding a medical document stating that I am not addicted to gambling, which I find completely disproportionate and unrealistic, and which was not demanded at any time before I was allowed to play and deposit. At the moment:

• They won't allow me to withdraw the remaining funds (€3,000);
• They won't allow me to close the account;
• They make everything conditional on presenting a document that makes no sense to demand under these terms.

If I had lost the money, none of this would have happened and I would still have been able to deposit normally. The intervention only took place after gains had been made, which raises serious doubts as to the good faith and fairness of your procedure.

I therefore request the immediate release of the €3,000 withheld, since the deposits were accepted legitimately and the winnings were made in accordance with the rules of the game.

If this situation is not resolved soon, I reserve the right to lodge a complaint with the competent regulatory authorities and to make this situation public.

I look forward to a swift and fair resolution.

Best regards,

Exmos. Senhores,

Venho por este meio apresentar uma reclamação formal relativamente à minha conta na plataforma 22bet, devido à retenção indevida de fundos e à forma como toda esta situação está a ser gerida.

No passado, encerrei uma conta nesta plataforma, tendo indicado como motivo "vício no jogo". Importa esclarecer que nunca fui jogador compulsivo, tratando-se de jogo esporádico. Ainda assim, a conta foi encerrada.

Recentemente, criei uma nova conta na 22bet utilizando exatamente o mesmo número de identificação português. Se, de acordo com as vossas políticas internas, eu não deveria ter sido autorizado a criar nova conta ou a jogar, então essa conta nunca deveria ter sido aceite nem me deveria ter sido permitido efetuar depósitos.

No entanto, a conta foi criada com sucesso, os depósitos foram aceites e joguei normalmente. Após ganhar um prémio significativo, a conta foi imediatamente bloqueada. Consegui levantar €1.000, mas ficaram retidos €3.000 na conta, que se encontra atualmente bloqueada.

Enviei toda a documentação solicitada. Ainda assim, estão agora a exigir um documento médico a declarar que não sou viciado em jogo, algo que considero completamente desproporcional e irrealista, além de não ter sido exigido em momento algum antes de me permitirem jogar e depositar. Neste momento:

• Não me permitem levantar os fundos restantes (€3.000);
• Não me permitem encerrar a conta;
• Condicionam tudo à apresentação de um documento que não faz sentido exigir nestes termos.

Se eu tivesse perdido o dinheiro, nada disto teria acontecido e teria continuado a poder depositar normalmente. A intervenção só ocorreu após a obtenção de ganhos, o que levanta sérias dúvidas quanto à boa-fé e à equidade do vosso procedimento.

Desta forma, solicito a libertação imediata dos €3.000 retidos, uma vez que os depósitos foram aceites de forma legítima e os ganhos obtidos de acordo com as regras do jogo.

Caso esta situação não seja resolvida com brevidade, reservarei o direito de apresentar reclamação junto das entidades reguladoras competentes e de tornar esta situação pública.

Aguardo uma resolução célere e justa.

Com os melhores cumprimentos,

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you create your most recent account at 22bet Casino?
• How much money did you deposit from this account into the casino?
• How many accounts have you created at this casino since your first self-exclusion? Have you used the same personal information in all of these accounts?
• When was the last time you communicated with the casino regarding their document request? Is the KYC department aware of your previous accounts?

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

Best regards

Veronika

Hello, Veronica,

Thank you for your reply. Below is the information you requested, with the complete chronology:

1. When exactly did I create the most recent account at 22bet?

• I created my most recent account on February 5, 2026.

2. How much money did I deposit into this account?

• I deposited €200.

3. How many accounts have I created since the first self-exclusion and have I used the same personal information?

• My relationship with 22bet started a few years ago.
• 1st account: created with an email and my personal details (including my Portuguese ID number). I later requested that the account be closed, citing "gambling addiction" as the reason.
• 2nd account: created later (with a different email), but keeping the same personal details and ID number. This account was accepted, deposits were allowed and I played normally. On that occasion, I lost money and ended up closing the account again, again indicating "gambling addiction" (there is no medical diagnosis, no debts, but I felt I was starting to lose control and wanted to close it). There's even a complaint about it here.
• 3rd account (the most recent): created on 05/02/2026, with the same personal details and the same Portuguese ID number, but with a different email address. The account was accepted, the deposits were accepted, and I played normally.

4. When was the last time I communicated with the casino about documents? Is the KYC aware of previous accounts?

• After winning €4,000, the account was blocked. I managed to withdraw €1,000, but €3,000 was held back.
• I sent in all the documentation requested for KYC/identity validation.
• After that, I was asked for a medical document stating that "I am not addicted to gambling". I find this demand disproportionate and, above all, incoherent, because the platform allowed the account to be created, accepted deposits and allowed gambling before blocking the account and withholding funds.
• Yes, they made the correlation between the various accounts.

Essential point of the request

• My request is for the immediate release/withdrawal of the withheld €3,000.
• If, by internal policy, I should not have been allowed to create an account and deposit, that validation should have taken place before accepting deposits and allowing play. Blocking only after winnings and making the withdrawal conditional on a medical document (without prior diagnosis and without having been requested beforehand) doesn't seem like a fair procedure to me.

I would be grateful if you could tell me the exact basis (specific rule/term) for requiring the medical document and what alternatives are acceptable for unblocking and withdrawing (e.g. signed declaration/closure commitment/self-exclusion), since the aim is just to withdraw the remaining balance and close the account for good.

They don't even allow you to close the account at the moment, they insist on the doctor's role.

I can send you all the communications I've made with the security team by email.

Sincerely,

João C.

Olá Verônica,

Obrigado pela sua resposta. Seguem abaixo as informações solicitadas, com a cronologia completa:

1. Quando exatamente criei a conta mais recente na 22bet?

• Criei a minha conta mais recente no dia 5 de fevereiro de 2026.

2. Quanto dinheiro depositei nesta conta?

• Depositei €200.

3. Quantas contas criei desde a primeira autoexclusão e se usei as mesmas informações pessoais?

• A minha relação com a 22bet começou há alguns anos.
• 1ª conta: criada com um email e os meus dados pessoais (incluindo o meu número de identificação português). Mais tarde, solicitei o encerramento da conta, indicando como motivo "vício no jogo".
• 2ª conta: criada posteriormente (com email diferente), mas mantendo os mesmos dados pessoais e o mesmo número de identificação. Esta conta foi aceite, permitiram depósitos e jogo normalmente. Nessa ocasião, perdi dinheiro e acabei por voltar a encerrar a conta, novamente indicando "vício no jogo" (não existe qualquer diagnóstico médico, nem dívidas, mas senti que estava a começar a perder o controlo e quis encerrar). Até existe uma reclação minha aqui por esse motivo.
• 3ª conta (a mais recente): criada em 05/02/2026, com os mesmos dados pessoais e o mesmo número de identificação português, mas com email diferente. A conta foi aceite, os depósitos foram aceites, e joguei normalmente.

4. Quando foi a última vez que me comuniquei com o cassino sobre documentos? O KYC está ciente das contas anteriores?

• Após ganhar €4.000, a conta foi bloqueada. Consegui levantar €1.000, mas ficaram €3.000 retidos.
• Eu enviei toda a documentação solicitada para KYC/validação de identidade.
• Após isso, foi-me exigido um documento médico a declarar que "não sou viciado em jogo". Considero esta exigência desproporcional e, sobretudo, incoerente, porque a plataforma permitiu a criação da conta, aceitou depósitos e permitiu jogar antes de bloquear a conta e reter fundos.
• Sim, eles fizeram a correlação entre as várias contas.

Ponto essencial do pedido

• A minha solicitação é a libertação/levantamento imediato dos €3.000 retidos.
• Se, por política interna, eu não deveria ter sido autorizado a criar conta e depositar, essa validação deveria ter ocorrido antes de aceitar depósitos e permitir jogo. Bloquear apenas após ganhos e condicionar o levantamento a um documento médico (sem diagnóstico prévio e sem ter sido solicitado antes) não me parece um procedimento justo.

Agradeço que me indiquem o fundamento exato (norma/termo específico) para a exigência do documento médico e quais as alternativas aceitáveis para desbloqueio e levantamento (por exemplo, declaração assinada/compromisso de encerramento/autoexclusão), uma vez que o objetivo é apenas levantar o saldo restante e encerrar definitivamente a conta.

Eles nem permitem fechar a conta atualmente, insistem no papel do médico.

Posso enviar-lhe todas as comunicações que fiz com a equipa de segurança por email.

Atenciosamente,

João C.

Please forward me all the communication between you and the casino customer support regarding their request for a medical certificate at veronika.f@casino.guru.

Also, kindly include the self-exclusion requests you previously sent to the casino, along with the casino's responses.

Thank you for your patience and cooperation.

Hello,

All the relevant documentation has been sent.

Thank you

Olá,

Foi enviada toda a documentação relevante.

Obrigado

Hello Fakir,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your email. I still need several more documents from you to proceed with our investigation: Please forward me the self-exclusion requests you previously sent to the casino from your older two accounts, along with the casino's responses.

Hi Veronika,

As you can imagine, I no longer have the emails I sent you (I think it was via customer support chat), but if you take a good look at the information I sent you, you'll notice that the casino itself links the accounts.

Anyway, the focus here shouldn't be on whether or not I asked for self-exclusion, but rather that the casino has 3,000 euros of mine in REAL BALANCE and won't let me withdraw that balance.

Thank you!

Olá Veronika,

Como deve imaginar, já não tenho os emails enviados (até acho que foi via apoio ao cliente, chat), mas se analisar bem a informação que lhe enviei, vai notar que o próprio casino associa as contas.

De qualquer forma, aqui o foco não deve ser se eu pedi ou não a autoexclusão, mas sim que o casino tem 3.000 euros meus em SALDO REAL e não me deixa levantar esse saldo.

Obrigado!

Dear Fakir

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, Matej (matej.l@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,

Veronika