The player from Germany faced difficulties withdrawing her winnings after being asked to provide identification and a psychological evaluation, despite having used the account for over two months without issues. She found the demand for a psychological evaluation unreasonable and was frustrated with customer service insisting on its submission before allowing a withdrawal. The issue was resolved after the casino confirmed that all funds could be withdrawn following the completion of the standard verification process. The player's account was unblocked, allowing her to access her winnings.
22bet Casino - Player's withdrawal is delayed due to unusual requests.
Amount: €708
22bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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3 weeks ago
Translation
A few days ago, I won money and wanted to withdraw it. Suddenly, the security service requested my identification (which is completely fine), even though I've been playing with the account for over two months.
Additionally, they demanded a psychological evaluation to prove that I am not addicted to gambling. Nowhere in the terms and conditions does it state that I need something like that to verify myself. I find it utterly outrageous to make such a demand. They can go ahead and freeze my account, etc., but I would at least like to withdraw my money.
I never had problems with the betting provider, but in this regard, I would not recommend anyone open an account there.
I hope I can somehow get help, as customer service keeps insisting that I provide the evaluation to them. Without it, I cannot withdraw my balance.
Automatic translation:
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2 weeks ago
Dear Ai2509,
Thank you very much for submitting your complaint.
I’m sorry to hear about the issue you’ve encountered with your withdrawal. To better understand the situation and assist you, we would appreciate some additional details:
- Could you please clarify when exactly the casino requested the psychological evaluation? Was this demand made after you submitted your withdrawal request or at another point?
- Did the casino provide any explanation or reasoning behind this unusual request for a psychological evaluation?
- Have you received any written communication from the casino regarding their terms and conditions, particularly around this requirement?
- Could you confirm if the casino has frozen your account or restricted any other access since this request was made?
- Have you already provided any form of identification or other documents as part of their standard verification process?
If possible, we encourage you to forward any relevant correspondence with the casino to petronela.k@casino.guru. This will help us gather a clearer picture of your case and assist further.
Your cooperation is extremely important in resolving this matter. Without your input and the necessary details, we won’t be able to proceed with the case or work towards a resolution.
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
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2 weeks ago
Translation
The psychological report was requested on October 1, 2024 after I submitted a withdrawal request.
After asking a lot of questions without answers, the casino said that I had apparently mentioned a gambling addiction before requesting a withdrawal. However, I never did that; I have only been a customer since August and never had any problems before that.
There is no written confirmation of the terms and conditions (but they are available on the website).
I definitely have written confirmation of the request for the documents.
Since that day, my account has been blocked for deposits and bets. Withdrawals also do not work.
The standard verification was only carried out on 01.10.24. I sent them ID photos
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2 weeks ago
Thank you very much, Ai2509, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 weeks ago
Dear Ai2509,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the 22bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear 22bet Casino,
Could you please provide detailed information about this case and clarify the reasons for the delay in the player’s withdrawal? Additionally, could you share any supporting evidence that led to the request for a psychological evaluation regarding the player's potential gambling problem? If possible, please send the evidence to my email address at jakub.m@casino.guru.
Thank you in advance for your response!
Best Regards,
Kubo
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2 weeks ago
Hello! We would like to clarify the situation: the user went through the standard verification procedure, which was completed, and all funds were withdrawn. However, the account was blocked due to the mention of gambling addiction problems. We attach great importance to responsible gaming and are ready to provide any necessary support in such situations.
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2 weeks ago
Translation
Everything is done. Money could be withdrawn.
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1 week ago
Dear Ai2509,
I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.
Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!
We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.
Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.
Thank you for helping us improve!
Best Regards,
Kubo
