22bet Casino - Player's withdrawal is delayed due to verification.

Honestly, I started playing at 22 Bet because of the seriousness and the recommendations I received about the casino. I consider it one of the best online casinos today.

I am a sports betting player, and since last Friday, I was asked to verify my account and send an email to the security department to reactivate my withdrawals.

I sent the following information:

ID with which I appear.

Photo of official identification (front and back).

Photo of my face with official ID and my phone with the email sent by the security department.

Evidence of my account and proof of transactions for purchasing BTC (Bitcoin).

PDF of a proof of address not older than 3 months.

After sending all the aforementioned information,

the report was made on August 10. It's been 4 days, a little over 100 hours, and I haven't received any response. To this day, they keep delaying, and I still haven't been able to make withdrawals from my account.

Dear carlosmparadar,

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.

Therefore, I would recommend that we give the casino a few more days to review your documents If there is no progress within a week, please get back to us and we will intervene.

Thank you for your understanding.

Best regards,

Kristina

Thank you very much Kristina. I will be happy to contact you through this means if the delay continues. I hope it is resolved soon and I will also let you know if it is resolved within this week.

Hello Kristina, I contacted the casino on Friday and they asked me for my license, but I don't drive, so they asked me for my passport, for which I uploaded the documentation (PHOTOGRAPH OF MY PASSPORT) on Saturday, August 17. To this day, they only answered me that it is in process but I still haven't obtained verification.

Hello Kristina, I am notifying you that it has been 72 hours since I sent the passport. Yesterday they asked me for a selfie with a blank sheet of paper, the date of the day and a password that they sent me, which I sent them as soon as they asked me. I still cannot enable my withdrawals. It has been 12 days.

Thank you very much for your updates, carlosmparadar. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina, on August 21 and 22 I contacted them to ask how my verification was going until August 23. They contacted me to ask for some information, whether I knew a person and they gave me their name, but I have no idea who they are. They were a bit demanding since I had answered them twice that I didn't know who it was. Finally, on August 23, after what was previously said where it said that I could now withdraw my funds, everything went well and I was able to withdraw.

Do I understand correctly that we can now consider this case resolved?

Dear carlosmparadar,

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.

Hi Kristina, sorry for the delay, the case can now be considered closed, thank you very much for your attention!

Dear carlosmparadar,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru