HomeComplaints22bet Casino - Player's withdrawal is delayed due to unfinished verification.

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

Amount: 3,000 R$

22bet Casino
Safety Index:Above average
Submitted: 16 Sep 2024 | Case closed : 30 Sep 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player from Brazil had been attempting to change her email at the casino for months, but the casino did not accept her documents, which prevented her from withdrawing her winnings. Her current casino email did not match her Pay4Fun account, and the casino refused to allow withdrawals using bank transfer until the email was updated. The Complaints Team had extended the response period for the player but ultimately had to reject the complaint due to a lack of communication and response from her.

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2 months ago
Translation

Good evening, I have been trying to change my email at the Casino for months, but they do not accept my document. This way, they are preventing me from withdrawing my money since I have one email at the Casino and a different one at Pay4Fun. They won't change my email to match the Pay4Fun one and they don't allow me to withdraw using the email or bank transfer. They say my document is not valid.

Automatic translation:
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2 months ago

Dear Deivili1109, 

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 kindly specify which of your documents has not been approved by the casino? Is it the CNH card that you sent to us as an attachment?

Have any of your other identification documents been successfully approved and verified?

Additionally, could you let us know the exact date when you most recently submitted a document for 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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2 months ago

Dear Deivili1109,

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.

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1 month ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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