The player from Italy is experiencing difficulties withdrawing her winnings due to ongoing verification.
22bet Casino - Player’s struggling to withdraw her winnings.
Amount: €578.25
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
2 years ago
Public
Public
3 years ago
Translation
I have deposited in this casino in the last 3 months. I have deposited mostly in crypto and sometimes with my cards which are three. a virtual revolut linked to my revolut account (all documentable) once with hype and another 2 o 3 times with my buddybank card. All good until last week. I make a deposit in cryptocurrency and play I win 578.25. I try to withdraw as usual but the withdrawal is refused with motivation required for documents. From there the odyssey begins. .. they start asking me for documents after documents and they never go well. I have provided everything. I have about 40 emails, all of which can be documented. I have a blocked account and I am not allowed to play or withdraw.
Automatic translation:
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3 years ago
Dear Sabina,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Is this an additional account verification or you have never been asked to verify your account in the past? Have any of your personal details or payment methods changed recently?
If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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,
Petronela
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3 years ago
Translation
hello petronela I wrote you an email where I will explain to you in detail. in the past they wanted my identity document for a withdrawal with a separate bank transfer.
they send me emails like this
You should send us print screens confirming all deposits made with the help of virtual bank card. Holder's data should be seen as well.
To verify the data you should send screen shots in the full-sized version of windows without cutting the top and bottom panels.
or
Provide us with a bank statement of this card.
We should be able to see the bank card number, signature and a bank stamp on the bank statement, holder's name, your transactions connected with your gaming account.
Statement can be provided in original printed form or PDF-format file. Alternatively you can provide PC screenshots of your Personal Profile and Transactions History from your bank site.
I explained to him a lot of times that revolut is an app so I can't send a banking site but I can send photos (no screen revolut for security reasons it doesn't allow me) with the card visible in the app and the account statement always from the app. they don't accept anything ... they keep bouncing me cn mail like the one I sent you above.
Edited
Automatic translation:
Public
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3 years ago
Thank you very much, Sabina, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Sabina.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
Translation
hi jozef ... they asked me again for all the documents for the umpteenth time ... we exchanged about 60 emails where never a document is fine ... they are asking me anything ... by now I don't really know what send them ... it seems to me they are literally making fun of me. now after having sent them back all the documents they tell me to wait but they told me this last week and then asked me for everything again.
their last mex of last night here it is and I have been waiting for 10 days now. 5 days ago still like this ... and then again to ask me for boats of documents.
Your data is under verification now. Wait for the answer, please.
Automatic translation:
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