The player from Portugal had his account with 22bet blocked without notice for verification purposes. Despite submitting all the requested documents, his account remained inaccessible and he kept receiving the same response to his emails. The player reported that after persistent communication via support chat and email, the situation was resolved. The complaint was marked as 'resolved' by the Complaints Team.
22bet Casino - Player’s account has been locked for verification.
Amount: ??
22bet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
I've had an active account with 22bet for quite some time and never faced any issues but, last week, I logged in to find my account blocked without any prior notification. I am unable to place bets. I contacted the support chat on the app and was told my account was locked for account verification. I was requested to send pictures of my ID card, a bill in my name from the last 3 months, and the corresponding payment. I submitted all the requested documents but my account remains blocked. The responses to my emails always state the same thing - that I'll be notified to wait. From what I've read, this seems to be a common practice and customers often encounter difficulties in getting their accounts back to normal operation. I would like for this issue to be resolved so that I can use my account as usual.
Automatic translation:
Public
Public
1 month ago
Dear ncpp,
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 and it might take a few working days to complete this thorough process.
Could you please advise when exactly you sent your identity documents for verification?
Have you provided all the required documents as soon as possible and in the correct format?
When was the last time you communicated with the casino regarding your verification?
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,
Veronika
Public
Public
1 month ago
Translation
Good morning. After some insistence in the support chat and via email, the situation was resolved. Thanks!
Automatic translation:
Public
Public
1 month ago
Dear ncpp,
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,
Veronika
Casino.Guru
