22bet Casino - Η απόσυρση του παίκτη έχει καθυστερήσει.

I deposited $550 into the 22Bet website and scaled it up to $730.24. I am attempting to withdraw my winnings and they are not allowing me to do so. They keep telling me to send certain files confirming my deposit which I have and they do not accept and now they sent me an email saying they are going to ignore my messages without giving me my money back. I was reaching out to see if you could please help me.

Thank you

Hello jaroncampbell376,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 22bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi,

Thank you for helping me out with this situation. The verification process started 3 days ago and they were asking proof of deposit. I sent them my bank transaction statements and emails that I got sent confirming my deposits when I made them. They did not accept them but they still asked me to send more which was a photo of my face, my ID, and a screen with our email history all in one photo. I sent this as well and they did not accept it either and I sent an email to them 23 hours ago and they have not responded and I assumed they ignored me. I have read online about this situation and I have seen many other people with the same issue where they keep asking for more files but never accept any of them and never end up withdrawing the funds.

Hello jaroncampbell376,

As stated above, verification may take up to 14 days so please let us know by the end of the week if there's been any update. If still not, we will try to intervene.

Dear jaroncampbell376,

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,

Yes it has been more than 14 days and they have still not verified my withdrawal request and my last email to them was on July 21st where I sent them more proof of my identity and they ignored my message.

Thank you jaroncampbell376 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you I appreciate it.

Hi jaroncampbell376,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 22bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what documents were not accepted for verification and why? What is needed to provide at the moment to finish KYC?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello jaroncampbell376!

Due to a security review of your account, we are asking you to submit a new selfie with improved image quality and lighting. Please send us selfies of you holding the document as well as correspondence with our Security team.

Thank you for your understanding and co-operation. We appreciate your patience and endeavour to resolve this issue as soon as possible.

Thank you for the response, 22Bet Casino.

Dear jaroncampbell376, could you provide the casino with a new selfie? Would you mind sending it to me too (natalia.b@casino.guru)? I'd like to make sure that the photo you use for the verification is made in good quality and meets the requirements. Thank you.

Hi Natalia,

I emailed you but I thought I would message on here as well just in case my timer ran out and you guys closed my case by accident. The email I sent you was regarding a new request 22bet asked of me and I sent you the selfie I took to get your approval before sending it to them.

Thanks

Hello jaroncampbell376,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear jaroncampbell376, my apologies for the late reply - I was on vacation and couldn't check the complaint for some time.

Please update me on whether you have sent the new selfie to the casino since you posted your last message here. Is there any news?

Hi Natalia,

no worries I hope you had a good vacation. I did send that photo to 22bet and I believe it was pretty clear and good enough to be accepted but they still did not accept so I’m pretty confident that they are just going to decline whatever photo I send them. What do you think I should do next?

Thanks

thank you,  jaroncampbell376. Now I'd like to hear updates from the casino representative.

Dear 22Bet Casino, please check the most recent selfie provided by jaroncampbell376. Have you already reviewed it?

Dear jaroncampbell376,

We would be grateful if you could send selfies of yourself in the background of our correspondence with a clear image of your face, your ID document and the dialogue with our security team. Please make sure that the document does not cover the correspondence and that it is visible that you are holding it. Thank you for your understanding!

Hi Natalia,

I have already sent them this and I’m almost certain they are just going to reject it again if I send it again and I don’t want to keep going through this back and forth so what do you think I should do?

Thanks

Dear jaroncampbell376,

Unfortunately, we have not yet received your email with the required selfie. Could you please resend it to security@22bet.com? Just to remind you, please make sure the selfie is of improved image quality and proper lighting. In addition, provide a selfie with the document in the background with correspondence from our security team.

Thank you for your cooperation!

Dear jaroncampbell376, please, send a new photograph to the casino as requested. I understand you may be frustrated because the verification takes a long time, though I hope you will keep cooperating and take a new picture. Please, carefully follow the instructions from the casino. I would appreciate it if you could send it to me (natalia.b@casino.guru) so that we can check if it meets the requirements and can be used for verification. Thank you very much.

We have recently received an email from the player:

Hi Natalia,

I just wanted to let you know that my money was successfully withdrawn this morning. I wanted to thank you for all your help.

Dear jaroncampbell376,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia

Casino.Guru