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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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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