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I've been a 22bet customer for over six years and have never had any issues with withdrawals. Last Sunday, I attempted to withdraw my €3,900 sports betting winnings, but my withdrawal was rejected, citing a need for renewed account verification.

My data hasn't changed in 6 years.

I have submitted the required information, such as photos of my passport and bills from my electricity and telephone providers, but these are not being accepted and I don't know what else to do.

I want to withdraw my money

Ich bin seit über 6 Jahren Kunde bei 22 bet und hatte nie Probleme mit einer Auszahlung. Am vergangenen Sonntag wollte ich meinen Gewinn durch Sportwetten in Höhe von 3900 Euro auszahlen, dieser wurde mit Hinweis auf erneute Kontoverifizierung abgelehnt.

Meine Daten haben sich seit 6 Jahren nicht geändert.

Ich habe die geforderten Daten wie Bilder von Pass und Rechnungen von meinem Strom und Telefonbetreiber eingereicht, diese werden aber nicht angenommen und ich weiß nicht was ich noch tun soll.

Ich möchte mein Geld auszahlen

Dear Sweetmike,

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

• Have you provided all the required documents as soon as possible and in the correct format? 
• Is there a specific reason provided for why your documents were not accepted?
• Have you tried to submit any alternative documents?
• Please specify if your winnings were accumulated using your real or bonus money?

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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Natalia.

Many thanks for your response.

First, I was asked to send a picture of the front and back of my identity card, which I did.

Then I should submit the last 3 utility bills as an image or PDF.

However, my electricity provider doesn't send monthly bills because the payment is the same every month. I then created a PDF from my customer account with the electricity provider, which shows my address and the monthly payments made, but this was not accepted.

Now I have sent the last 3 bills from my mobile phone provider as a PDF (I hope this will be accepted as a utility bill). I have asked if the documents are now ok and am waiting for a response from the casino.

My winnings were earned exclusively with real money.

Hallo Natalia.

Vielen Dank für deine Antwort.

Als erstes sollte ich ein Bild der Vorder und Rückseite meines Personalausweises einsenden, dies habe ich getan.

Dann sollte ich die letzten 3 Rechnungen eines Versorgungsunternehmens einreichen als Bild oder PDF.

Mein Stromanbieter schickt aber keine monatliche Rechnungen, da der Abschlag jeden Monat identisch ist. Ich habe daraufhin ein PDF aus meinem Kundenkonto beim Stromanbieter erstellt, woraus meine Adresse und die geleisteten, monatlichen Zahlungen ersichtlich sind, dies wurde aber nicht akzeptiert.

Nun habe ich die 3 letzten Rechnungen meines Mobilfunkanbieters als PDF gesendet (Ich hoffe dies wird als Utility Bill akzeptiert) Ich habe gefragt, ob die Dokumente nun ok sind und warte auf Antwort vom Casino.

Meine Gewinne wurden ausschließlich mit echtem Geld verdient.

Hello Natalia.

I urgently need help. I believe I've sent the correct documents, but I'm only getting the following response:

Dear user, unfortunately, the files that you have sent us cannot be accepted for verification.

Please provide us with original files.

I contacted my utility company and they sent me copies of the bill, which I provided.

I don't know what to do anymore. It's just terrible that I can't get my money.

Hallo Natalia.

Ich benötige dringend Hilfe. Ich habe meiner Meinung nach die korrekten Dokumente gesendet, aber ich bekomme nur folgende Antwort:

Dear user, unfortunately, the files that you have send us cannot be accepted for verification.

Please provide us with original files.

Ich habe meinen Versorger kontaktiert und dieser hat mir Kopien der Rechnung gesendet, diese habe ich zur Verfügung gestellt.

Ich weiß nicht mehr was ich tun kann. Es ist einfach nur schrecklich, dass ich nicht an mein Geld komme

Now came the next answer:

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.

I don't know what else to send. Can you please help me.

Jetzt kam die nächste Antwort:

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.

Ich weiß nicht was ich noch senden soll. Können Sie mir bitte helfen.

Ich habe erneut nachgefragt

What excatly are utility bills for you? 

Is it only power and water or is mobile phone also ok? In Germany we don´t get a power bill every month, because my bill is every month the same, so they will give me a bill once per year and I don´t have a water bill, because i live in a rental apartment, my landlord will get the bill and I pay a flat rate to them for all, not only for water.

Can you please give me alternative documents for verification? I don´t have a chance to get the documents you want.

I am a very good customer since more than 6 years, i never had this problems before!

Meanwhile, my mobile phone bills were no longer being declined, and I was asked for pictures of my driver's license. I sent them, and they were forwarded for verification.

Mittlerweile wurden die Mobilfunkrechnungen nicht mehr abgelehnt und ich wurde nach Bildern meines Führerscheins gefragt. Diese habe ich gesendet und sie sind zur Verifizierung weitergeleitet.

Thank you very much for keeping us updated, Sweetmike. Were the phone bills accepted and already reviewed by the casino? Has the casino confirmed receiving your driver's license pictures for verification?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

Thank you in advance!

The case can be closed; after uploading additional documents and selfies, I was able to pay out today.

Thank you for your help!

Der Fall kann geschlossen werden, nach dem Hochladen weiterer Dokumente und Selfies konnte ich heute auszahlen.

Vielen Dank für die Hilfe!

Dear Sweetmike,

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,

Natalia

Casino.Guru