22bet Casino - Player's withdrawal has been denied and account verification delayed.

I've played at this casino a few times, and I've always lost. I deposited 4200€ for wagers. I managed to reach 6500€, but when I requested withdrawal, they denied it and asked for documents to be sent.

So far, so good.

I sent my last 3 public utility bills

I sent my identification document

I sent my bank confirmation

I sent my bank statement

And now they just keep replying with the same answer.

When I ask what's missing, the answer is always the same. I've sent everything they asked for, and even more information than they requested.

They're withholding my money, including the amount I deposited.

I have a balance of 5000, of which 4200 is the money I deposited.

They don't want to verify the account and won't let me access my balance.

Dear RenanF1, 

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 required documents in the correct format as soon as possible?

Have you received any explanation from customer support as to why your documents keep getting rejected?

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

Dear RenanF1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Casino solved the problem.

Dear RenanF1,

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