The player from Spain had had an issue with withdrawal at an online casino due to required documentation. Despite multiple attempts to send the documents, he had received no response from the casino. After he submitted his complaint to us, we had asked for additional details to better understand the situation. Shortly after, the player had informed us that his issue had been resolved. Consequently, we had closed the complaint as 'resolved' in our system.
22bet Casino - Player's withdrawal delayed due to document issue.
Amount: €31
22bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
7 months ago
Translation
I completed the registration and validated my email address. I made 4 deposits, and when I tried to withdraw the last one, they asked for my documentation. I sent it but received no response. I sent another email from a different account and was responded to within 15 minutes, saying that I need to send the documentation from the registration account, but they're not receiving it.
I asked customer service if we could change the registration email, but it's not possible. I offered to send the same documentation via the platform's chat, but they didn't allow me. I told them to refund the money to the same method used, but that's also not happening. I feel helpless in this situation.
Automatic translation:
Public
Public
7 months ago
Dear Davidq87,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you encountered during your experience with the online casino.
To better understand the situation and assist you effectively, could you please provide the following details:
- Can you specify the date when you completed your registration with the online casino?
- Did you receive any message or notification after sending your documentation for verification?
If you have any relevant communication or documentation related to this matter, please feel free to forward it to petronela.k@casino.guru for further review.
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
Public
Public
7 months ago
Translation
Dear Petronela, I registered yesterday. To make deposits and bets without any problem, but when it came to requesting a withdrawal, the problems began there.
I will send you supporting documentation to the email you indicate.
Thank you
Automatic translation:
Public
Public
7 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Davidq87, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
