The player from Italy has requested a withdrawal, unfortunately, it has been pending due to ongoing verification. Player’s complaint has been resolved successfully.
22bet Casino - Player is struggling to withdraw their winnings due to unfinished KYC process.
Amount: €70
22bet Casino
Safety Index:Above averageSafety Index
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7.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hi, I had already played other times on this site and I had no major problems, yesterday I deposited 84 euros, the deposit was successful ... but the account is blocked for verification, and I cannot use mine in any way money, take it back, it makes me play only games, I can't use the casino or bets ... there are 70 euros left on the site and I can neither use it for bets nor on the casino I can withdraw it ... asked for the identity documents, I gave them to them, they wanted the extracts of the prepaid card that I used where I show that it is the one used for my deposits, the photo of the card and I sent everything ... they asked for a copy of the bank statements where it shows my address and I sent it .. they are always looking for excuses .. but they do not reactivate my account nor give me back the money that is left in the account and I can no longer use or withdraw ... highly discouraged
Automatic translation:
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4 years ago
Dear Bassistarock,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. If you don’t receive any update by then, please, let us know and we will try to help you. Thank you very much for your understanding.
Best regards,
Petronela
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4 years ago
Translation
The site was incorrect ... since my account was blocked and I was not warned about this ... you accepted my withdrawal even though the account was blocked and now I cannot play my money or take it back .. in practice my money is blocked on the site ... I can no longer use it and take it back .. I sent a copy of my identity card, of the card I used to deposit .. proof of ownership of the card ... proof of transactions made with my card on your site ... Yet every time a new excuse is found for not unlocking my account ... Ė ridiculous ... I hope that those who read what is happening to me avoid in the future playing on this ridiculous site ... he blocks my account for no reason and without warning me, but he accepts my payments ... ridiculous
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4 years ago
Do I understand it correctly that you account has been blocked for the additional verification only (not blocked completely)?
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4 years ago
Translation
After 3 days of struggles and many documents sent I managed to withdraw ..
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4 years ago
Thank you very much, Bassistarock, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Would you like to keep this complaint opened until you'll receive your winnings? Thank you in advance for your reply.
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4 years ago
Translation
Fortunately, after 3 days of continuous emails ... after sending a lot of documents .... of signed declarations ... this morning I was able to withdraw ... you can close the complaint .. thanks
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4 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Bassistarock, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
