22bet Casino - プレーヤーはアカウントの認証で問題が発生しています。

Hello,

I have a problem with verification in 1xbet. They want standard photo with ID card and mailing in the background. I sent them over 20 photos and the answer is always the same (attached on the screenshot). As you can see on screenshots my photos are in very good quality and everything is visible. My mailing history with them is 92 mails. I am trying to withdraw my money through last 6 months. I think that the photos isn't the problem, but the amount of money I have on my account. Please help me with this case. I am attaching some screenshots from conversation with security department.

Dear underosik, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

I'm sorry but we have not received any screenshots from you, so please upload them again here or send them to my email address veronika.l@casino.guru.

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

Best regards, 

Veronika

Could you please forward the conversation with your photographs to veronika.l@casino.guru? From the screenshots, I am not able to see if they are of the requested quality. Thank you.

I did it.

Thank you, but I received the same email twice. I need the document you sent to the casino on June 14.

There is no message from June 14, it's from February 14. I forwarded it to you.

I apologize for the mistake. I meant February, of course. I received your email.

Thank you, underosik, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you underosik for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1xBet Casino for their help in resolving this complaint. We would like to know what is the problem with the verification selfies and if we can do anything to help the player get verified.

Thank you!

Dear Everyone,

We can confirm that there's no user in our system registered via the b***@gmail.com email. Also, we can see the Security System's mail in the players screenshot. thus this user does not use 1xBet

Best regards,

The 1xBet Team

We apologize for the misunderstanding, the casino has now been changed to 22bet.

I would now like to ask 22Bet Casino for their help in resolving this complaint. We would like to know what is the problem with the verification selfies and if we can do anything to help the player get verified.

Thank you!

I am registered on 22bet not 1xbet. My account ID is 412373813.

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for 22bet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

I recommend you contact the Antillophone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from 22bet Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.

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.

Dear underosik,

I apologize for the difficulties you have experienced.

We have been contacted by the casino, who informed us that you have successfully completed the verification process and have withdrawn your balance.

Could you kindly confirm this information?

Thank you.

Yes, I withdraw my money, thank you for your help.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, underosik, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Matej

Casino.Guru