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I've been struggling for over 3 weeks to get my withdrawals enabled. They've asked me for various documents to verify my identity: passport, bank statement, selfie with my ID in hand and with my profile page, and emails exchanged with the security department. But every time they say the selfie isn't good, that the image is smaller than 1 MB and that the data can't be read, which isn't true because everything can be read, and the photo weighs more than 2 MB. The situation is similar to that of the user "not3of," who hasn't responded for at least a week. However, given their terms and conditions, to perform a KYC verification, especially for such a small amount, they should ask for a selfie with just the ID and a piece of paper with the name of the casino and the time written on it. However, by using this unfair practice to avoid paying, I'm asking for help because their attitude is wrong and I just want to get my money back.

Sono più di 3 settimane che combatto per farmi abilitare i prelievi, mi hanno richiesto vari documenti per verificare la mia persona, passaporto, estratto conto, selfie con documento in mano e con pagina del profilo e delle e-mail scambiate con il reparto security, ma ogni volta dicono che il selfie non va bene, che l’immagine è più piccola di 1 mb e che non si leggono i dati cosa non vera perche si legge tutto, e la foto pesa più di 2 mb, la situazione è simile a quella dell utente "not3of" che è almeno una settimana che non rispondono, ma vedendo i loro termini e condizioni, loro per fare une verifica kyc sopratutto per importo così piccolo, dovrebbero chiedere un selfie solo con il documento e un pezzo di carta con su scritto il nome del casinò e l’orario, ma utilizzando questa pratica scorretta per evitare di pagare, vi chiedo aiuto perché il loro atteggiamento è sbagliato e voglio solo recuperare i miei soldi

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Leonardoc,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take several working days to complete this thorough process.

• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? Please forward me the complete email threads. Please do not send screenshots, but the original, uncropped email messages instead.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Hello, no, the winnings come from real balance and not from bonuses, the verification requests were all made via email where they no longer respond.

Salve, no le vincite vengono da saldo reale e non da bonus, le richieste della verifica sono state effettuate tutte via e-mail dove ora non rispondono più

I'm still waiting for your reply, I've already sent the emails as requested

Sto aspettando ancora risposta da voi, ho già inviato le e-mail come richiesto

To review when KYC verification started and how the process is progressing, please forward all relevant correspondence regarding your account verification to jean.s@casino.guru?

Thank you in advance for your assistance.

But it's already been sent!! Don't you read emails?

Ma è già stata inviata!! Ma non leggete le e-mail?

I received your emails. I apologize for the delay. I did not find your emails right away as I was expecting it from the email you used for your casino account.

Dear Leonardoc,

I truly appreciate the time and effort you’ve taken to share everything with us so far.

After providing all the necessary information, our complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear Leonardoc,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 22bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello,

We would like to provide an update regarding this case.

According to the information available to us, the most recent transaction on the player’s account was a withdrawal dated 20.07.

At the moment, the player’s account is fully verified, and there is no remaining balance available on the account.

Therefore, as far as we can see, all available funds have already been withdrawn, and there is no outstanding balance from our side.

Thank you for your attention to this case.

Thank you 22bet Casino Team,

for the very good news!

Dear Leonardoc,

can you please confirm that you have receive all the money? Thank you very much in advance