22bet Casino - 複数回の検証リクエストの後、プレイヤーのアカウントがブロックされました。

Hello, I've been a 22bet customer since 2022 and I regularly play relatively large amounts. I've always made deposits and withdrawals without any issues. Last month, after making a withdrawal, they asked me for copies of my documents and the deposit card (which I had already sent), and they unlocked my account. Yesterday, I tried to withdraw money again and found my account blocked. They are asking for the same documents once more, along with a selfie for an absurd reason. Essentially, their domain doesn't accept emails from @outlook.com addresses, and to communicate via Gmail, they requested a selfie with a code written on a piece of paper (which is ridiculous since my account is already verified through my phone). I request that my account be unlocked immediately so I can proceed with my withdrawals.

Buongiorno, sono cliente 22bet dal 2022 e gioco regolarmente anche cifre abbastanza elevate, ho sempre prelevato e depositato senza problemi. Il mese scorso dopo un prelievo mi hanno chiesto copia dei documenti e della carta del deposito (che avevo già mandato) e mi risbloccano l'account, ieri provo a prelevare e trovo tutto bloccato, mi vengono chiesti ancora gli stessi identici documenti, un selfie per una motivazione assurda, praticamente il loro dominio non accetta mail da domini @outlook.com e per poter comunicare tramite gmail hanno voluto un selfie con un codice scritto su un foglio (robe da matti visto che il mio conto è verificato tramite il mio cellulare) chiedo che venga sbloccato subito il mio conto per poter eseguire prelievi

Dear Zanzo14,

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 take KYC lightly.

If you have been asked for a selfie with ID documents or additional pieces of information on a piece of paper, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

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,

Tomas

Good morning,

I solved the problem,

A thousand thanks

Buongiorno,

Ho risolto il problema,

Grazie mille

Dear Zanzo14,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru