22bet Casino - Pelaajan kotiuttaminen viivästyy KYC-ongelmien vuoksi.

22bet does not allow me withdrawals. They request me to reach out to security@22bet.com, which I did. I submitted ID, email change, selfie, etc, which was gradually accepted.

Now they also ask for utility bills, which I also submitted, but they reject with the only reason saying "You should send us photos or original PDF-file of utility bills for the last 3 months on the place of your registration, regardless of the person who pays for it.". The submitted document fulfills all these requirements.

We have exchanged already 26 email messages for a simple KYC, and I submitted all requested documents validly and in due time.

Hello brunnpas,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 22bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not or is it the utility bill only?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Could you please advise since when exactly is the verification process ongoing?

The verification process started on 26th March 2025.

Which documents have been already approved and which ones not or is it the utility bill only?

The provided documents are:

• Pictures of ID
• Selfie
• Email change request with selfie & ID (requested by support to use a gmail address)
• Utility bills (2 different documents)

When was the last time you spoke to the casino and what was it about?

Last message from the casino, dating 31st March 2025, after rejecting utility bill 4x is: "Your data is under verification now. Wait for the answer, please.".

The case is still unresolved / pending.

Hello brunnpas,

As mentioned previously, verification may take up to 14 days, which in your case is tomorrow.

Can you please advise if there's been any update since your last post?

Meanwhile, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Thank you. I understand that verification may take a while.

Last interaction was yesterday 8th April 2025. After providing ID, they also requested passport & driving license, which IMO is unnecessary since one of these documents should be enough. Still, I submitted what was requested.

I sent you the conversation history by email.

Hello brunnpas,

As the recommended time frame for verification has now passed, can you please advise if there's been any update since your last post?

If your account is still not verified, we will try to intervene.

Regards,

Nick

The sportsbook finally approved my profile and allowed for withdrawals. While the ticket can be closed, it is to say that they took >14 days for the verification process and the amount of documents requested was completely unnecessary big.

Thank you anyways for your support Nick!

Dear brunnpas,

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,

Nick Bacon

Casino.Guru