22bet Casino - プレイヤーはKYCを通過するのに苦労しています。

I can't do the recognition.

They ask me for something different every time.

It seems clear to me that they don't want to pay me.

Help me thanks

Non riesco a fare il riconoscimento.

Mi chiedono ogni volta una cosa diversa .

Mi sembra chiaro che non vogliono pagarmi.

Auitatemi grazie

Dear Domenico,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you are experiencing problems with the verification process?

Which documents have you already provided and when exactly, please?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina. Thank you in advance.

After several attempts, I managed to get my national ID recognized again.

Then the bank card.

Then again they asked me for a paper statement with the latest movements. Then again the proof of payment. Now I don't quite understand what exactly they want. I must say that in the first month I have withdrawn several thousand euros without problems (I am in surplus). Then I deposited these 325 and they started blocking me like this

Ciao Kristina . Grazie anticipatamente.

Dopo numerosi tentativi sono riuscito a farmi riconiscere il documento di identitá ( national ID ).

Poi la bank card .

Poi ancora mi hanno chiesto l estratto conto cartaceo con gli ultimi movimenti. Poi ancora la prova di pagamento. Ora non capisco bene cosa vogliano esattamente. Devo dire che nel primo mese ho ritirato ( withdraw ) varie migliaia di euro senza problemi ( sono in attivo ). Poi ho depositato questi 325 e hanno iniziato a bloccarmi in questo modo

Domenico, even though I see from your emails only messages from the casino, it seems that you are having trouble with submitting the documents correctly (or in the correct format). Could you please confirm that you provided the bank statement for your bank card in the pdf format as requested in the last email from the casino?

actually I sent the files in jpg and not in pdf you are right.

ok I try in pdf and I update you. thank you

effettivamente ho mandato i file in jpg e non in pdf hai ragione.

ok provo in pdf e ti aggiorno. grazie

Thank you for the update, Domenico. Please, keep us informed so we can proceed with this case accordingly.

I sent the bank statement in pdf as requested but they keep replying to me

Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.

..........

ho inviato il bank statement in pdf come richiesto ma continuano a rispondermi

Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.

..........

Thank you very much Domenico for your cooperation so far. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

OK thank you very much.

We are at a standstill now.

I send what they request and they reply with the usual pre-made sentence

Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.

Ok grazie mille.

Siamo in un punto morto adesso.

Io mando quello che mi richiedono e loro rispondono con la solita frase prefabbricata

Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.

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

We haven't receive any respond from the casino yet. Extending the timer by 7 more days to give the casino the chance to respond.

Unfortunately, the casino still did not respond to us, therefore the complaint will be closed as unresolved which could negatively affect the casino's rating. I'm really sorry we could not help you more in resolving your issue but there isn't much we can do as long as the casino in non-responsive. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help.

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 are back with information on this case. We would like to inform you that on 21.04.2021 we requested a card statement from the user. The statement should have shown the card number, cardholder details, and transactions to us. But unfortunately, the user did not provide a document fulfilling these requirements. We informed the user about it and asked him to send the document again. 

The user returned to us on 26.12.2022, the same day the verification was passed. At the moment there are no restrictions on the account.

Dear Domenico,

Please confirm that your account was verified, and we can close the case.

Dear Domenico,

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.

Since Domenico did not react, we believe that, according to the casino's latest statement, we can consider this case as resolved. 

The player has the option to reopen this complaint at any time.