22bet Casino - プレイヤーの認証が遅れています。

Have been waiting for more than a month for verification through the support mail. Still nothing, not even a reply. Also amazingly stupid that there is an easy deposit process with visa, mastercard what so ever, but the only relevant withdrawal option is crypto.

Dear colafjert,

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 you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• When was the last time the casino communicated with you regarding the verification of your account?

Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

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

Dear colafjert,

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.

Dear Veronika,

Thank you for your reply.

I fully understand the importance of the KYC process and have no objections to complying with it. However, I believe a month-long silence from 22Bet’s support team, despite repeated attempts on my part, is far beyond any reasonable timeframe – especially since all requested documents were submitted correctly and promptly.

To answer your questions:

I have provided a government-issued driving license, as requested.

These documents were submitted on March 16th, and I have not received a single reply since then – not even a confirmation of receipt.

I made sure the photos were clear, unedited, and in the proper format.

I understand that not all payment methods are available for withdrawal, but the lack of reasonable alternatives – particularly when the deposit process is so smooth – makes the whole system feel deliberately obstructive when it comes to payouts.

At this point, it’s starting to feel like stalling tactics rather than legitimate verification. I would appreciate your help in urging 22Bet to either complete the verification or at least provide an update. Silence is not acceptable when money is involved.

Thank you again for your support.

Best regards,

Colafjert

Please forward me all the communication between you and the casino customer support regarding the issue with your verification at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear colafjert,

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.

Dear Veronika,

I have now forwarded the conversation between me and 22bet to your specified email.

xoxo Colafjert

Thank you very much, colafjert, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear colafjert,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 22bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 22bet Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification?

Thank you in advance for your response!

Best Regards,

Kubo

Hello colafjert!

Thank you for reaching out and sharing your feedback. Please rest assured that our support team always strives to respond promptly and efficiently — every request is handled in the shortest possible time.

We’ve noticed that your account is registered with a Hotmail email address. Unfortunately, there have been ongoing issues with email delivery on Hotmail’s side. While this is beyond our control, we do our best to inform users in advance: during registration, you may have seen the recommendation to use Gmail — "We recommend using Gmail to avoid any issues with receiving notifications."

Please contact us again using a Gmail address—this will significantly speed up the resolution process.

We’re always here to help and look forward to assisting you further. Thank you for being so understanding.

The email address I used to send you the documents you asked for is correct. Now you ask for something more that wasn't mentioned until now.

I have now sent you another email from my gmail account with both ID and credit card with the details asked for. I hope this doesn't take another 1-2 months to process.

Dear 22bet Casino,

Could you please confirm whether you have received the email from the aforementioned player's email address?

Thank you for your cooperation.

Hello! Thank you for reaching out.

Unfortunately, we haven’t received any emails from the address schmilatp@gmail.com. Please double-check that the recipient's email was entered correctly when sending your message. At the moment, we can only see а request from your @hotmail address.

If you have any further questions or need assistance, we’re always here to help.

that's really strange. It went through from my side.

Anyhow, I haven't received a reply from your side from any of my email addresses. But if you claim that you have received my initial email from my hotmail I'll send you the credit card details from there anyway.

Dear 22bet Casino,

Could you please provide an update regarding the current status of the player's case? Specifically, have you received the documents the player submitted from his Hotmail address?

Thank you for your assistance.

Hello,

Unfortunately, we have not received any emails either from schmilatp@gmail.com or hotmail. Dear Colafjert, please forward your message to security@22bet.com and make sure that the address is correct and the email was sent.

We recommend using your Gmail address when sending - this will help to avoid possible delivery problems. If you need additional help, we are always ready to help.

I feel like I am put in limbo here. I have sent the same stuff from both email addresses and you claim to still miss it. Is there any more immediate way of sending the documents? I can send them right here, in a chat, or anything else. It is frustrating to wait for weeks or more just to receive a negative response that nothing has been received.

Any input here from Kubo or 22bet on how to solve this matter?

Hello colafjert,

Please send us a screenshot or photo clearly showing the following details:

– sender's email address,

– recipient's email address,

– date the message was sent.

Once we receive this information, we’ll proceed with the verification and get back to you shortly.

Thank you for being so cooperative!

Here are both emails sent from my two email accounts.

Thank you!

Unfortunately, the second screenshot doesn’t show the email address you sent the message from or the date it was sent.

As we mentioned earlier, Hotmail can have issues — sometimes emails don’t go through.

We kindly ask you to contact us from a Gmail address instead, so we can ensure your messages reach us.

I couldn't make all info fit in one screenshot so I made a "print" of the email and then screenshot of that. Enjoy.

Dear colafjert,

Thank you for the screenshot. We can see that all your messages were sent from your Hotmail address. Once again, we kindly ask you to resend your emails from your Gmail address so we can proceed.

The first screenshot shows what was sent from my gmail. Please read the information carefully.

Hello colafjert,

When sending us an email, please make sure not to use the "Reply" function. Our system detects that you're writing from emilstefansson@hotmail.se instead of schmilatp@gmail.com.

Please send a new email directly from your Gmail address and continue all future communication from there.

In the body of the email, clearly state your registered email, not in any footers or side notes.

Once that's done, we’ll be happy to proceed with your case. Thank you!

Hello Everyone,

Are there any updates regarding this matter?

Dear 22bet Casino,

Have you received the requested email message from the player?

I have sent several emails from my gmail account but none seems to reach 22bet. I am losing my hopes here.

Hello colafjert,

Thank you for providing the screenshot, but unfortunately, the image quality is inferior, and the information is unreadable. Please follow these steps carefully:

Compose a new email from your Gmail address.

In the body of the email, make sure to include the address of your Hotmail, which is linked to your account.

Do not create new message threads — always use the "Reply" option when responding. This is crucial for proper case tracking.

Also, please respond to the question our support team previously asked you:

"System notification! Stop creating multiple message threads, otherwise your e-mail address will be blocked. Use 'Reply' option for responding. Specify why you haven't provided us with the requested documents for a long time."

Kindly provide a clear answer to this inquiry so we can proceed with your case.

Thank you for your cooperation.

Hello,

I’m seriously questioning the handling of this case.

I have repeatedly sent emails from my Gmail address, clearly stating my registered Hotmail address, and attached high-quality images of my ID documents. Despite doing everything as instructed, I have never received a single reply from your support team – meaning I have nothing to "Reply" to, as you insist I must. That instruction simply does not apply in my situation.

In other words:

• I’ve sent everything you’ve asked for.
• I’ve shared screenshots proving it.
• I’ve waited patiently for a response.
• And still – no reply, no confirmation, nothing.
• 
  

Now I’m being told I risk getting blocked for creating "multiple threads" – when, again, I’ve had to start fresh every time because no one replies to me.

This is a broken process. It's not acceptable to ask customers to follow rules that can’t even be applied due to lack of response on your side.

At this point, I strongly suggest we drop email entirely and proceed directly via this Casino Guru chat, where I can at least be sure my messages are seen and acknowledged.

Please confirm if this is acceptable so we can move forward.

We’re truly sorry to hear that you've had this experience — we completely understand how frustrating it can be. However, we kindly ask you once again to follow the instructions we previously provided.

Please send a new email from your Gmail address, and make sure to include your Hotmail address (the one linked to your account) in the body of the message. This is necessary for proper identification and to move forward with the verification process.

Also, please don’t forget to answer the specific question our support team asked you earlier (as quoted above). This step is essential.

Please note that account verification must be completed directly with our support team, not here via Casino Guru.

Thank you for your understanding — we look forward to your cooperation.

Hello,

With all due respect – I have followed every instruction you’ve given. I’ve sent several emails from my Gmail account, including my Hotmail address in the message body, and attached proper documentation. Yet I have not received a single reply from your support team.

As I’ve explained multiple times:

I cannot use "Reply" because there is no email to reply to.

You ask me to answer a question from support – but that question was never sent to me.

I’ve now sent multiple attempts with the same content – all ignored.

Please understand how unreasonable it is to demand I "follow instructions" when your own system fails to acknowledge my emails. You're requesting actions that are impossible under the current circumstances.

If email is the only acceptable way to verify my account, then your support must actually reply to me, otherwise this process is at a complete standstill – and that’s on your side, not mine.

Once again, I kindly ask:

Can someone from support please acknowledge receipt of my email, so that I can respond as requested?

Until then, I will continue to share everything via Casino Guru, as that is the only functioning channel of communication.

Dear 22bet Casino,

As it appears there are still issues with the player’s emails not reaching your mailbox, I’ve contacted you via your registered email address to explore alternative solutions for submitting the requested documents and information.

Would it be acceptable if the player forwards the original message and documents to me, and I then pass them on to you on his behalf? Since we’ve successfully communicated via email before, I believe this method would avoid any similar delivery issues.

Thank you in advance for your cooperation.

Hello,

We would like to inform that on June 10th, our support team sent the player an email requesting an updated document necessary to proceed with the case. We would like to confirm whether the player received this message, as we have not received any response so far, and the requested document has not been provided.

We’ll be happy to continue the process as soon as we receive the required information.

Dear colafjert,

Could you please respond to the casino's inquiry? Have you received the aforementioned request from the casino on June 10?

I am sorry, but I have not received anything from 22Bet.

I am sorry Kubo, but that is what I have done since the start. 22bet has a malfunctioning email. I have not received anything in my spam folder either. I am getting tired of sending the same stuff multiple times. What says it will work this time? Also, now it is a different request from the original. I was not asked to provide a bank statement until now i.e.

Dear 22bet Casino,

I would like to follow up and ask whether you have received any recent emails from the player. If not, I would like to reiterate my offer to act as an intermediary for email communication in this matter.

As previously mentioned, the player was notified that creating multiple email threads could lead to their email address being blocked by your system. Could you please confirm whether this has already occurred and if their email address is currently blocked on your end?

Thank you in advance for your cooperation.

Dear colafjert,

In the meantime, could you kindly forward me the most recent email you sent to the casino, along with all the requested documents and information? Please send it to my email address at jakub.m@casino.guru.

Thank you for your continued cooperation.

Hello Kubo, and thank you for your message.

Yes, we’re ready to cooperate and agree to have the GuruCasino team act as a mediator for further communication on this matter.

We’d also like to kindly remind the player that we are still waiting for confirmation of the deposit made on March 12, 2025, in the amount of 172.22 EUR.

To proceed, please provide one of the following for the card ending in 9909:

– a photo of the card,

– a relevant bank statement,

– or a screenshot from desktop or online banking showing the transaction.

We’ll be happy to continue the review as soon as the required documents are received. Thank you for being so cooperative.

Dear 22bet Casino,

Thank you for your continued cooperation and for your trust in this matter.

Dear colafjert,

Please feel free to send the requested documents to my email address at jakub.m@casino.guru. In the case of the card photo, kindly ensure that the first six and last four digits of the card number, the cardholder's name, and the expiration date are clearly visible, while the middle digits and the CVV code are securely hidden for your safety.

You may also CC the casino in your message, just in case the email goes through this time. If not, I will forward the original message directly to the casino representative.

Thank you for your cooperation.

Hello Kubo

I have now sent the documents requested to your email. And CC 22bet.

Dear colafjert,

Thank you for your message. As agreed, I have forwarded your documents directly to the casino representative and am currently awaiting their response.

I will keep you informed of any developments as soon as they arise.

Hello,

Thank you for providing the documents. We've forwarded them to the relevant team for review. As soon as we have an update, we’ll get back to you with a response.

Dear 22bet Casino,

I’m following up after a week to inquire about any updates regarding the review of the player’s documents. Has there been any progress in the verification process?

Additionally, could you please provide an estimated timeframe for when the verification is expected to be completed?

Thank you for your assistance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I'm speechless. Kubo, please help.

Dear colafjert,

To be honest, I was also a bit surprised by this response, as it seems to represent a shift from our earlier agreement with the casino that I would act as a mediator in your communications. I completely understand your frustration with this prolonged process - I share your view that it has been unnecessarily inconvenient.

I have reached out to the casino representative once again to clarify the next steps. At this stage, I recommend sending an email to the casino as per their requirements one more time. Please make sure not to CC anyone (including me) in that email, as some mail server filters may flag messages with multiple recipients as spam, which could be the reason your emails have not been reaching them.

Once you send the email to the casino, please forward a copy of it separately to me at jakub.m@casino.guru. From there, we can proceed and, hopefully, bring your issue to a successful resolution.

Thank you for your continued patience and cooperation.

and thats done, just as requested. I used another gmail now, but that shouldn't matter.

Dear colafjert,

Thank you for your cooperation.

Dear 22bet Casino,

The player has submitted the required documents via email, following the provided instructions. To ensure successful delivery, I have also forwarded the documents directly to you.

Could you kindly confirm receipt of the player’s documents and advise on the estimated timeframe for the review process?

Thank you for your assistance.

Hello,

Our support team has already replied to the player with the following instructions:

"Hello! Dear customer, all consulting is provided directly to the account holder who applied from the e-mail registered in the gaming account. Please mind that messages sent from the domain hotmail.se may not be received, therefore we recommend to change the actual email address of your gaming account. If you agree, please provide us with photo of you holding a sheet of paper with your old email address registered in your gaming account, actual email address and 'I confirm the data change' written next to your signature and current date. All data and your face should be fully and clearly visible. Photos changed with graphic editors are not accepted."

We are still waiting for the requested photo from the player, but we have not received anything so far.

Dear colafjert,

Thank you for sending the photo. I’ve set the posts to private, so your pictures are not publicly visible. However, I believe the casino requires the photo to be sent directly from your new email address.

Additionally, the instructions specified that your new email address should be written on the paper in the photo, which is currently missing. Could you please update the photo accordingly and then send it directly to the casino?

Thank you for your understanding and cooperation.

Dear 22bet Casino,

Could you please confirm whether you have received the requested selfie from the player’s new email address? Additionally, we would appreciate it if you could provide an estimated timeframe for completing the player’s verification process.

Thank you.

Hello! We’re pleased to confirm that the player’s email address has been successfully updated. From now on, the player can communicate through their new official email. The only step left is to provide the necessary documents in order to complete the verification process.

Dear 22bet Casino,

Thank you for the update! I’m glad to see progress being made, and I trust the process will now continue smoothly.

Dear colafjert,

To move forward, please resend all the documents you have previously submitted to the casino using your newly updated email address. Once you receive a response from the casino, kindly let me know so we can proceed accordingly.

Thank you for your cooperation.

Since I feel that this has changed over time, I kindly ask 22Bet to specify once and for all what it is that they require.

Dear colafjert,

You need to contact our support team from your new email address. As we are not part of the support team, you need to contact them so that they can help you resolve this situation quickly and efficiently.

To proceed, please resend all documents to our support team that you previously sent to the casino using your new updated email address.

Dear colafjert,

Could you please resend all the documents you have submitted to the casino so far? Once that’s done, I believe everything should be in order. Kindly let me know once you’ve completed this step.

Thank you in advance.

Dear colafjert,

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.

Hello,

I did send the same mentioned documents to 22bet two days ago. I am waiting for their reply.

Dear 22bet Casino,

Could you please confirm whether you have received the documents mentioned earlier? Additionally, have they been reviewed yet?

Thank you for your time and assistance.

Hello,

We are still waiting for the player to provide the required card. Unfortunately, it has not been submitted yet.

Card? The same credit card used for the deposit was submitted in the email I sent you .

Dear colafjert,

You’ve been asked to provide a specific card, but it hasn’t been sent yet. Please submit it to our team.

What is the specific card?

Dear colafjert,

Our colleagues requested a certain card from you — please send the exact one that was specified. So far, we haven’t received it, and we can’t proceed without it.

Please note that we are not the support team. For any questions regarding documents or verification, it’s best to contact our support directly — they’ll assist you promptly.

I did send photos of that very card together with photos of my passport.

Dear colafjert,

Could you please clarify which card you were asked to provide and which card you have actually submitted? Let’s try to expedite this process - I truly want to help you, but at this stage, the next steps are in your hands. The casino has provided the verification instructions directly to you, and only you can follow them.

Please provide the requested information as specified so that you can finally complete the verification process.

Thank you for your cooperation.

Dear colafjert,

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.

I have by now sent the credit card asked for in the process. When going back in this thread, they ask for another card as well, which was not used for the transaction, however linked to the same account where the money was transferred from. I do not have access to that very card any longer.

I ask for consistency and clarification from the casino about which credit card they ask for. If it is the card ending with 6963 I am unable to provide them with a photo. This is however NOT a relevant card in this case. I have provided them with a photo of the card ending with 9048, which I did use for the deposit.

Dear 22bet Casino,

This complaint has been open for more than six months, which is quite unreasonable. While I understand that various issues have arisen throughout this process and needed to be addressed along the way, it remains unclear why such extensive checks are required for this player’s account, especially considering the moderate dispute amount.

Could you please clarify the current status of the player’s account verification and specify which documents, if any, are still outstanding?

Thank you for your cooperation.

Hello Kubo,

Thank you for the update. Our support team is in contact with the player and has requested, via email, a selfie showing the conversation with the Security Department. We’re currently waiting for the player’s reply to proceed further.

We understand that this case has been ongoing for some time, and we truly appreciate the patience shown. Regardless of the amount involved, we strictly follow our Terms and Conditions and internal security procedures to ensure fairness and transparency. Please rest assured that we’re doing everything possible to resolve this matter as quickly as we can.

Dear colafjert,

Have you already provided the requested selfie to the casino?

Thank you.

Everything has been provided, and actually, I have now been able to withdraw my left over money from 22bet. Thanks for the pushing och the support!

and for 22bet, you better be more clear in the future about the verification process. Maybe block alla hotmail emails from registering?

Dear colafjert,

I’m very happy to hear that we’ve reached a successful resolution and that your issue has finally been settled! I will now mark your complaint as "resolved" in our system. Thank you for your cooperation throughout the process.

If you encounter any further issues with this or any other casino, please don’t hesitate to contact our Complaint Resolution Center - we’re always here to help.

We hope your experience with our services has been positive. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo