22bet Casino - プレイヤーの確認に苦労しています。

Hi CasinoGURU, I have been playing on 22bet for a very long time now and have gambled 10's of thousands a month since I joined.

A few months ago I got blocked for documents request, I sent everything and my account was activated again.

Now I got up to 5000€ in the balance and my account was once again blocked for documentation requests.

The operator behund their security e-mail is asking for repeated documentation, does not answer to any questions and threatens me to block my email if I keep asking when this endless verification process will finally be over.

I have sent them everything they could ask for. There have been around 100 emails back and forth of me sending everything they ask.

Neteller screenshots? Sent that

Printscreens of cards used for deposits? Sent that

Id? Sent that

Utillities bills? Sent that

Bank statements? Sent that

Also had to print 60 sheets of documents to sign to confirm that I had been aware of all the deposits made in the last few months. (Wasted 3-4 hours just signing and filling everything.

I have done all this and the operator just keeps not responding to anything and I don't have the guarantee that this process will be over at any time.

Obviosly they just do it when I win big, but I believe that this could just be a bad opearator and if this gets resolved I could give the casino a second chance.

I just ask for my account to get back to normal because this is just not acceptable and a casino as big as 22bet should pay their customers without all this trouble.

Thank you

Dear Andre,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Pleaes note, that KYC is a very important process in almost every single casino and may take up to few week. I understand that it can be unfair to send the casino documentation over and over again, but it's necessary if you want to receive your winnings. I would recommend you to follow the casino instructions and do not spam them with e-mail comunication, it will only slow them down. Please let us know if there will be any update within the next 7 days, if not we will try to contact the casino. Also if you have any proof or conversation with the casino send it to nikolas.b@casino.guru.

Best regards,

Nick

Issue not resolved. Have been sending everything and the casino does nothing.

I would like to ask 22bet Casino to join us and help us resolve the player's issue.

We haven't receive any answer from the casino yet. If we won't receive any respond within the next 7 days from the casino, we will be forced to close the complaint as "unresolved" which could lead to casino's rating deduction.

The complain will now be close as "unresolved" as the casino did not respond to us. I'm really sorry we could not help you more. Both sides can reopen the complaint anytime. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru

We’ve reopened this complaint at the request of 22bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello!

We apologise for the long response, we have checked the information again. 

We inform you that the player is suspected of payment fraud, he never passed verification. The player should contact our email security@22bet.com to resolve all issues.

Dear Andre,

Could you please contact the security department of the casino?

Thank you.

Dear André,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.