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I am submitting this complaint regarding 22Bet’s handling of my account, withdrawals, and verification process.

After making my first bets on the platform, I won the first two bets, then lost three smaller ones. I noticed that odds on my account started being reduced once I was logged in. Concerned, I initiated a withdrawal process.

This immediately triggered the account verification nightmare, including requests for:

-ID copy

-Selfie holding the ID

-Three separate utility bills

While this verification was ongoing, my account was effectively blocked: I could not place any bets because the maximum bet amount was set to 0.

Despite providing all requested documents, 22Bet keeps asking for additional documents (now even a driver’s license) without providing a clear explanation of why my previous submissions were insufficient. Every time I comply, they ask for more, and my withdrawal remains blocked.

This process has been ongoing for 2 weeks, feels excessive and unfair, and I am concerned about the security of my personal data. I am requesting Casino Guru’s assistance to ensure that:

-22Bet provides a final and complete list of documents required.

-My account is verified without further unjustified delays.

-My balance is released and made available for withdrawal.

Thank you for your support.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?
5. Have any of your documents been approved and verified?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi Veronika,

Thank you for picking up my case. Please find below a history of what happened.

I have now a total of 27 e-mails exchanged with 22bet's security team asking me for documents back and forth.

Aug 20th: After I've contacted the Security team (security@22bet.com) following withdrawals' requirements, they ask me for my ID which I send them

They get back to me requesting "a selfie, holding your ID card near your face. Also next to you should be the computer (or mobile device) where we can see your inbox messages from security department (this mailing)" which I send them.

They get back to me asking what are my relations with a certain M. P. (whom I don't know). I reply I don't know anyone by that name.

They tell me my data is under verification.

Aug 21st: I ask them if they can provide me with an update.

Aug 23rd: They ask me for "photos or original PDF-file of utility bills for the last 3 months", which I send to them.

Aug 26th: they ask me for a picture of my drivers' license on both sides. I ask them if they can confirm this is the last document they require, they just reply "The Security department is waiting for the requested document." I insist twice to have a final list of the documents required, they just reply with the same sentence.

Aug 29th: I send them the requested copy of my drivers' license. They reply saying it has to be a jpeg, not a PDF. I send them the same document in Jpeg format, they reply "Scanned copies and screenshots are not accepted for verification.". So I send them a digital version of the document, issued by the Portuguese government (gov.pt) and they reply "Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.". I respond "Can you please be clear in your request ? I have just sent you the drivers license required. It is an official document digitally signed by the Portuguese authorities. It is a jpeg, it is not a scanned copy and it is not a screenshot. Can you tell me how it doesn’t correspond to the requirements ?" and have not gotten a reply yet.

This process is highly unusual and unprofessional... I've never been treated this way by an online casino (or any other entity) and all the KYC processes I've been through have been smooth. This really feels like they're trying to find an excuse to keep my money, which is an outrageous practice.

Thank you in advance for your time and help.

Hello Veronika,

Just to let you know I still haven't received any reply from 22Bet's security team.

Thank you for your help

Please forward me the communication between you and the casino from August 20 onwards at veronika.f@casino.guru. Thank you for your patience and cooperation.

Hi Veronika

I have just forwarded you the conversation.

Just to update you, I've sent my drivers' license and they have now requested a copy of my passport.

They refuse any photo with a mention (which I made sure did not prevent any Id verification) that it is "for 22Bet's KYC verification purposes only".

Many thanks,

Alexandra.

Thank you very much, AlexandraSC, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Hi Romana,

Please I have just forwarded you the updated conversation with the casino.

I have provided everything they asked so far (National ID, selfie with national ID and e-mail exchange with them, 3 utility bills, drivers license, passport copy) and this seems extremely excessive. Additionally, I am very concerned about the safety of my ID documents since they did not accept any watermarking on them.

This last request they've added "a selfie with a sheet of paper with a current date and code 7th563 (edited) written on it." is even more odd and I fear what they might be asking this for... so I haven't answered and will not until I have your opinion as I've never seen this practice before.

Many thanks in advance for your help.

Alexandra.

Dear user,

I'm Romi, 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.

Please know that you have to provide all the requested documents to the casino in order to get your account fully verified.

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?

Thank you in advance for your response.

Best regards,

Romi

Hello!

On 13.09, we requested a selfie with a code from the player, but unfortunately, no response was received. We would like to remind that verification is a standard procedure based on our Terms and Conditions, which the player accepted upon registration. Please upload the requested documents — this is a necessary security process, especially when an account is flagged for additional review.

Thank you, 22bet Casino, for the information provided.

Dear user, please provide the requested selfie in order to proceed with the verification further. Otherwise, you won't be able to pass the process.

Thank you.

Respectfully,

Romi

Hi Romi,

I have provided the requested selfie and was advised "The bookmaker reserves the right to refuse to accept a bet or deposit from any individual without giving a reason. Betting is not available for you. Please create a withdrawal request to receive funds remained on your account."

I've managed to withdraw the funds which is all I wanted after this nightmare. I won't even go into the unfairness of their decision as I honestly didn't want to continue with them anyway.

There is something structurally wrong with the way this casino operates and it should be known to the public and to the regulators.

1. Reducing odds after a couple of wins,

2. Holding your money hostage to be able to request an excessive and invasive amount of ID documentation which they require without watermarks,

3. No courtesy whatsoever and no explanation on the need of such documents.

I am very familiar with KYC processes having worked in the area for nearly 10 years and having validated accounts with several other casinos and the way 22Bet conducts theirs is neither normal nor compliant with GDPR regulations.

Best regards,

Alexandra.

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru