The player from Greece had created an account with 22bet for sports betting in April. He had made several successful deposits and withdrawals until the casino requested an account verification on May 12. Despite submitting all requested documents promptly, the player had experienced a delay in the verification process. The player had provided all necessary documents, including his ID, a photo of his face with his ID, an email from the security department, a utility bill, and his driving license. After the Complaints Team intervened and communicated with the player and the casino, the verification process was finally completed. The player confirmed that the issue had been resolved and the complaint was subsequently closed.
22bet Casino - Player's verification process is delayed.
Amount: €2,260
22bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
7 months ago
I created an account on 22bet at the end on April in order to bet mostly on Sportsbook. I made several deposits and withdrawals until 12 May. 22bet requested the verification process on 12 May. The requested the follow documents
-12 May requested photo ID and was provided the same day
-12 May requested photo with ID , my face and the email , was provided the same day
-12 May requested print screen from my screenshots from my skrill wallet and was provided the same day
-16 May requested a utility bill and was provided the same day
-19 May requested a photo of driving license and was provided on the same day
Am still waiting a response from them , first time waiting 10 days for a verification , it is really unacceptable…
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7 months ago
Dear Stathioz,
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 if any of your documents have been approved by the casino?
Have you provided all the documents on time and in the correct format?
When was the last time you communicated with customer support 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
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7 months ago
I have provided the ID, photo of my face with ID and the email from the security department , utility bill and my driving license. The last document was requested on 19 May and I have made a reminder today but the informed that they are still checking.
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7 months ago
The verification process can take several working days. The most recent document was submitted on May 19, which was six days ago. Have you received any updates since then?
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7 months ago
Dear Stathioz,
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
