22bet Casino - Player faces delays in cashing out winnings due to unfinished verification.

Since I created my account in August, I had no issues in withdrawing my funds because they're just requiring me to send a valid ID and selfies for verification and got approved. I've just got this issue when they're now requiring me to send a bank statement so that I can withdraw my funds.

On September 19, 2024, I deposited ₱15,000 through QRPh payment and use my Maya e-wallet to complete the transaction. After a successful deposit, I play no commission baccarat in online casino and won so my new balance is ₱30,000. I want to withdraw some of the funds because I need it, but they refuse because they request for documents, so I emailed the security team. They told me I need to provide a bank statement in PDF-format file downloaded from my bank site or app. I provided them the wallet statement from Maya during the month of August because that's where most of my transactions listed when the time, I made deposit and withdrawal. Also, I provided a bank statement from Maya in case they also need it, but it's not connected on my gaming account.

I waited for few days for my wallet and bank statement for the month of September because the require it. I sent the wallet and bank statement from Maya Bank and also a bank statement from SeaBank becaus. They responded that the security department is waiting for the requested document. I'm so confused and just replied that I already sent it. They ignore me, so I sent again the wallet statement for the month of September and explained that in this wallet statement, they can see here most of my transactions on my gaming account because I use e-wallet when depositing and withdrawing funds. They didn't respond again until now.

They just always say to send the original bank statements even though all that I sent was original and was sent by the bank to me. If they still can't trust me, I'm 100% percent confident that I can even send other proofs that all of the documents that I sent are mine. I really hope that 22Bet will listen and cooperate with me.

Dear NKP272,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Has the casino specified the time frame for which they require your bank statement?

In the screenshots you provided, the casino support clarified that your bank statements must be original PDF documents that include your bank account number, your name, and all transactions made to the casino. It is crucial that the documents you submit for verification meet these requirements; otherwise, your verification may not be successful.

Please forward the bank statements you submitted to the casino to my email at veronika.l@casino.guru. Additionally, could you provide a screenshot of your deposit history in your casino account?

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

Hello Ms. Veronika. I provided the 22bet casino a wallet and bank statement from the month of August. They replied that they need the bank statement from the month of September, so I waited for a few days because the bank hasn't given it yet to me. After I receive already the wallet and bank statements, I immediately send it to the 22bet security team. Still, they didn't accept it.

I already submitted to you the wallet and bank statements that I submitted to 22bet casino. I also submitted the screenshots of my deposit history on my 22bet casino account. Just unzip the two folders. Note that the Maya wallet statements have all the deposit transactions and some of the withdrawal transactions I made in 22bet casino from the month of August and September. The GCash wallet statement and the SeaBank bank statements have also the withdrawal transactions that I made in 22bet casino from the month of August and September. I just also included the Maya bank statements from the month of August and September because I also submitted that to the 22bet security team, but it doesn't have the transactions that is connected on my 22bet casino account. Hoping for your response and thank you for assisting my case.

Thank you very much, NKP272, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 NKP272, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite 22bet Casino representative to join this conversation. 

Dear 22bet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello!

We have clarified with the financial department and the security department. Currently, the client is expected to provide an original bank statement without using graphic editors. He was caught editing the file.

Hello 22Bet! I already told you that I just remove the password of the PDF File of the wallet and bank statement because you can't view it if it's encrypted. I also sent the encrypted PDF wallet and bank statement and just give you the password, but you also rejected it. You're always rejecting my proof even though there's strong evidence that all the wallet and bank statement that I've sent is mine because there's my name, account number, and the transactions. You should've also known that I use e-wallets mostly in my transactions when depositing and few are withdrawing on my gaming account then why you always requiring me to send a bank statement when I already told you that most of my transactions are in my wallet statement. I'm already confused and you also ignoring me. I just want to fix the issue on my account, and I hope you didn't misunderstand. Hoping for your reply again.

Dear NKP272, 

thank you for your message.

Dear 22bet Casino,

would you be willing to accept the bank statement in a fully encrypted format, with the password provided by NKP272? This method ensures that the document has not been tampered with..

Dear NKP272,  you are expected to submit an official statement without editing. Please download the document and send it to us. You can also send it by any means as long as the information is accurate and unchanged.

Dear 22bet Casino,

I already emailed you again at security@22bet.com and sent all the proof and documents that you need. I can assure you that all the files that I sent are accurate and unchanged. Hoping for your reply again. Thank you.

Dear 22bet Casino,

The security team replied to me and requested again to send the bank statement that is connected to my gaming account even though I already sent it many times. I also sent the screenshots of the transactions that they specified which was on September 12, 2024, with the amount of PHP 500 and PHP 7,000 with my Name, Account Number of receiver and Reference ID clearly seen but still they replied that "Without providing the requested files any further actions are impossible. All further messages from you will be ignored" again and again. It's obvious that the transactions are connected on my gaming account because it can be seen on my wallet statement and transaction history on my e-wallet app. I'm really confused if I am talking to a person or a bot. Please help me solved this problem because it's over a month now and it's not yet fixed.

Dear NKP272, 

thank you for your update.

Dear 22bet Casino,

could you please advise why you did not accept those bank statements? What are the recommendations for the successful approval?

Hello!

At the moment, the player is expected to provide the original statement to continue the verification. Unfortunately, all previously sent documents turned out to be invalid.

Thank you for your understanding and we are ready to continue the process as soon as the original document is provided.

Dear 22bet Casino,

thank you for your response.

Could you please provide a more detailed explanation regarding the specific aspects of the documents that were deemed invalid? Could you specify the exact documents you expect from the player, please?

Dear Katarina,

Our security team has been working for many years and knows their job well. We contacted them again and received confirmation that the player continues submitting statements showing signs of editing. Due to our security policy, we are not permitted to disclose specific traces to prevent further improvement in forgery techniques.

All we need from the player is to download the original statement directly from the bank app, without using graphic editors or third-party software, and send it to us. This is a very simple request if the player is not trying to deceive us. Of course, if the player is altering the statement details, it will be nearly impossible for them to comply. We hope for mutual understanding.

Dear 22bet Casino,

thank you for your response.

Dear NKP272, 

could you please follow the casino's instructions and once again, forward them the requested documents without any editing at all?

Dear 22bet Casino,

How come I continue submitting statements that show signs of editing when I even sent all the proofs that I can to prove that I really didn’t edit the wallet and bank statements? I already sent some screen recordings showing that I downloaded my bank statement on Maya and SeaBank application and my wallet statement on my email. I also sent screenshots of the specific transaction that the security team said with the amount of PHP 500 and PHP 7000 which has my Name, Account Number of Receiver, and most importantly the Reference ID. It’s clear that these two transactions are connected on my gaming account because it’s also on my 22bet transaction history. I’m really complying with all the requirements that the security team needed but they keep on rejecting it again and again. I’ll send again the wallet statement to the security team which has the two transactions that they specified that were on September 12 and 13. I’ll attach the screen recording link here that proves that I downloaded my wallet statement from the email that the bank has sent to me and also the bank statements directly from the app. I’ll also attach the screenshots of the two transactions again and our conversation with the security team. Please view it all and review it properly. Hoping for your reply again thank you.

Dear Katarina,

Can you also view the screen recording and screenshots that I attached here and tell me if I downloaded the wallet and bank statements correctly? Thank you.  

Screen Recording Link: https://drive.google.com/file/d/18S0T2ffRLwsnpOfPHERSG2GpeUF4Gj6t/view?usp=sharing

Hello,

Thank you for providing the information. We would like to inform you that the verification process has been successfully completed. Per the company’s decision, the player’s access to gameplay is restricted; however, the player is eligible to request a withdrawal of the winnings.

Dear 22bet Casino,

thank you for your response.

Dear NKP272, 

I recommend that you submit a withdrawal request at your earliest convenience. Could you please confirm your ability to do so?

Hello again. I already withdraw all my funds on my account successfully. The bad news is that my account is now restricted which is I don't know why. I can't deposit, bet, and participate in bonus offers. I can't use my account again or it's good to be deactivated or to be deleted.

Dear 22bet Casino,

Is there a way that my account to be unrestricted again? If not, I will just request to delete it. Hoping for your reply again. Thank you,

Dear NKP272, 

thank you for your message and for confirming the withdrawal of your funds.

In reference to the restrictions placed on your account, following the casino's most recent communication, I must inform you that your account is currently restricted from any gameplay activities. I understand this situation may be disappointing; however, it is within the casino's rights to refuse service to any player. I recommend exploring our comprehensive lists of casinos to identify a suitable establishment where you can establish a new account and resume your gaming experience.

Hello again. I want to close this case since I successfully withdrew all the funds from my gaming account. It's disappointing that I'm now restricted in this casino, but it's okay because I can still request to delete or deactivate it. I also think this is the time that I might be exploring another casino that is supported in my country. Thank you, Veronika and Katarina, for assisting with my case and 22bet Casino for cooperating. I also heavily thank Casino Guru for opening and finding a way for my complaint to be solved. Once again, thank you so much.

Dear NKP272,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak

Casino.Guru