22bet Casino - Pelaajan kotiutus viivästyy tilin vahvistusongelmien vuoksi.

On the 25th of June I made a €375.84 withdrawal from 22Bet, I was told to send them copies of my ID + receipts of my payments. The security team accepted my ID instantly, but weren't accepting my payment receipts until I sent them a bank statement that showed the deposits.

After that they asked me for a picture of me holding my ID & the email conversation I had with them open on my phone, which I provided, after that they demanded a similar picture but this time with the 22Bet Profile Menu open. I told them that the picture quality will make it so that the details will be unreadable, and they kept being unprofessional & rude saying to just comply with with their request. After I tried to reason with them and saying that I simply can not provide the documents, due to the insane glare that my phone screen will cause, and that my webcam isn't good enough to take a picture with all the details, they told me "Without providing the requested files any further actions are impossible. All further messages from you will be ignored." and thus far have ignored all of my attemps at figuring out a middleground.

I ask that CasinoGuru tries to either get 22Bet's team to mediate and agree on a middle ground with me so I am able to get the money out of my account in a reasonable timeframe. since I am unable to comply with the requests of the security team, since I do not own a better camera that would be able to take such a picture. I have attached a copy of my conversation with 22Bet but with certain personal details blanked out (such as a copy of my ID)

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Hello,

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.

Could you please confirm exactly which documents and photos you have already provided, and when you submitted the last one? Additionally, have you informed the casino that you are unable to provide the requested selfie due to technical limitations, and did the casino propose any alternative method of 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,

Attila

Hello Attila,

Here is a clear timeline:

• On the 25th of June, I won & withdrew my winnings, and the withdrawal was denied citing to contact the Security Team
• Security team asked me for copies of my ID on the 25th
• Security Team asked me for payment receipts on the 25th
• They rejected the intial documents, since they didn't meet their requirements
• On the 26th I provided them with Bank Statements
• On the 26th I was asked to take a selfie with me holding my ID + phone with the email thread, which I submitted on the same day, but was apparently rejected.
• In this case the support team was very rude and we're constantly just copy pasting parts of their script, without specifying what things they would have needed me to do
• On the 26th I was asked to take a selfie with me holding my ID + my phone having 22Bet's profile page opened
• I tried to ask for a alternative, since at that time I didn't think of a good solution to fix a glare problem that my phone screen caused, on white backgrounds (which 22Bets UI almost exclusively is)
• I provided what was asked and tried to fullfill the requirements, security team didn't accept and RUDELY weren't even willing to come to a compromise even after I asked them for a alternative or a compromise
• Afterwards the Security team responded with "Without providing the requested files any further actions are impossible. All further messages from you will be ignored." Basically saying "We aren't willing to compromise".
• I complained to 22Bets Complaints Email on the 29th regarding this, and got a reply saying "As part of our commitment to maintaining a secure environment, we are required to verify our customers through Know Your Customer (KYC) process. To complete the verification process, we may request additional documentation." Basically saying to just comply and try to figure out a way
• On the 29th I provided a picture of me holding my laptop + my ID, the security team responded to me by saying that "Dear customer, thank you for providing the requested data. Wait for the answer, please. Your data is under verification now."
• On the 2nd of July - They asked for me to send them copies of my utility bill, since I was unable to provide them (due to not paying for utilities) they allowed me to send a bank statement
• I sent them a Account Confirmation letter from Revolut, which showed all the information which matches up with the bank statement(s) provided before in the email chain
• Currently it is being reviewed by a specialist - which is in my honest opinion, a delaying tactic

It has been over 3 days since the verification was completed, and 22Bet still hasn't responded to me or verified the details. In my opinion this is just delaying my withdrawal in the hopes of getting me to lose my funds before I am able to complete the verification and withdraw my winnings.

Toaday on the 5th of July their security team asked for a copy of my Drivers License which is highly irregular as they already have enough data to verify my identity (Drivers License, Bank Statements, Payment Receipts). In my opinion this is a delaying tactic to get me to gamble away my funds.

I've told the security team that I'm refusing to provide them a copy of my drivers license due to security concerns, since all of the discussion is happening via email, and to a seemingly shared inbox (that is monitored by multiple "security team" members), which increases the risks of copies of my ID and other personal data being leaked, if for example one of the team members is targeted thru a phishing / hacking campaign.

It has now been over 10 days since I originally requested my withdrawal - This "delay" is excessive and I'm fairly sure is illegal under Curacao, Estonian & Canadian Law (Since seemingly the company holds licenses in all the 3 jurisdictions).

I have provided the casino a copy of my ID on the 6th of July but also requested details about where and how my verification data is stored.

Its apparently going to a specialist and no response about the Data Protection 😕

Thank you for your response. Have you received any communication indicating the status of your latest document submission? Additionally, could you kindly confirm if you have submitted your driver's license in accordance with the casino's instructions?

Thank you in advance for your reply.

I've submitted my Drivers License & other documents following their guidelines but I still haven't received a response from their security team.

I just followed up but they usually takes ages to reply

Now their security team is asking for my Passport after following up.

This is starting to feel very very weird, and a overreach of the KYC process, since it doesn't really make sense why would you need a copy of my Passport, National ID Card & Drivers License to successfully verify my Identity.

I dont feel comfortable with sharing my passport, since I've already shared my National ID Card & my Drivers License, which should be enough for verifying my identity? Since at this point I feel like their security team is trying to overreach and to try to steal my identity since they're avoiding questions regarding data privacy.

Can you please try to get a 22Bet representative here to explain why they're now demanding a copy of my passport, and why is it required when they've already verified my identity via:

• National ID Card
• Drivers License
• Pictures showing my National ID Card + Laptop with 22Bet Opened
• Bank Statements from 2 different banks (OP & Revolut)
• Bank Confirmation Letter (Revolut)
• Bank Transfer Receipts (from OP/Revolut due to depositting via Zimpler)

Overall, this is just a delaying tactic over €375, this isn't a "Big Win" of over €10,000. I've never had such overreach before from a casino.

I also want that the 22Bet's team here on Casino.Guru responds to my concerns over data-privacy.

Since the KYC process is being done via email, which is inherintly insecure - Can the 22Bet team explain to me what is being done to protect my data after its been sent to your security department that you seemingly share with other whitelabel casinos that run the same software.

How can I be sure that my data doesn't fall into the hands of identity thiefes or get sold on dark-web marketplaces after submitting it to your shared "security" department?

Alongside this I want to point out the unprofessional behaviour of the seemingly outsourced "security department"

After I asked for a reason as to why they're asking for a copy of my passport I was provided with this copy & paste response:

"The Company’s management is entitled to request at their discretion any documents from the bettor substantiating their identity or other data they have provided (for example, passport details, residential address), as well as to cancel any payments until all such details have been verified. The Company also reserves the right to inform the regulatory bodies and local authorities of such fraudulent actions performed by the player. Verification may take up to 72 hours from the receipt of documents."

Hello not3of,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for your reply. I understand your concerns regarding the amount of documentation requested during the verification process. However, please note that KYC verification is a standard and essential procedure at online casinos, and licensed operators may request additional documents if they deem them necessary to complete the verification.

Regarding your concerns about how the casino stores or processes your personal data, unfortunately, we are unable to handle complaints related to GDPR or data privacy. If you wish to pursue this aspect of your case, we recommend contacting the appropriate data protection authority, as these matters fall outside Casino Guru's scope.

Finally, could you please confirm whether any of the documents or photos you submitted to the casino were edited or altered in any way (for example, cropped, blurred, or otherwise graphically modified)?

Thank you in advance for your reply.