22bet Casino - Player's account is blocked with held funds.

Hello,

I have been trying for months to get the Accounts Department to approve my account. They are asking for a photo of myself holding my readable ID, and another one showing emails with them also readable. I've sent them a video, yet they still won't reopen it. I have €46 in held funds, and as I can't access my account, I can't withdraw them. Plus, now they say they're closing all communication with me. If you don't want to lose your money, don't bet here. Not recommended at all. The worst casino I've played at.

Dear Pulgo54, 

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 which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of the documents you sent to the casino been approved and successfully verified?

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