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I can't withdraw my money and they don't respond to my emails.

I've been trying to withdraw my money from 22Bet for several days, but I'm getting a message that I need to verify my account, even though I've already submitted all the documentation and received verification confirmation.

I have contacted security support and complaints support several times, but have not received any response.

I find it very unserious that a betting company blocks access to users' money without offering any explanation or support.

I've been trying since the 12th, it's been 5 days now.

I just want to be able to withdraw my funds, which belong to me, and receive a clear response from the 22Bet team.

I hope they review my case as soon as possible.

No puedo retirar mi dinero y no responden a mis correos

Llevo varios días intentando retirar mi dinero de 22Bet, pero me aparece un mensaje de que debo verificar mi cuenta, a pesar de que ya envié toda la documentación y recibí la confirmación de verificación.

He contactado varias veces con el soporte de security, support y también escribí a complaints, pero no he recibido ninguna respuesta.

Me parece muy poco serio que una empresa de apuestas bloquee el acceso al dinero de los usuarios sin ofrecer ninguna explicación ni soporte.

Llevo intentándolo desde el día 12, ya han pasado 5 días.

Solo quiero poder retirar mis fondos, que me pertenecen, y recibir una respuesta clara del equipo de 22Bet.

Espero que revisen mi caso cuanto antes.

Dear Seminupi13,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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.

But I was already verified, I've been betting on 22bet since 2023, I don't understand what's happening now, why are they asking me to verify myself again?

Pero yo ya estaba verificado, desde 2023 llevo apostando en 22bet, no entiendo qué pasa ahora, porque me piden de nuevo verificarme?

Dear Seminupi13,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, I haven't received any money yet. I've already sent all the requested documentation. I'm waiting for my account to be verified. I currently have a higher balance in my account. I hope you can resolve this issue.

Hola, no he recibido nada de dinero aún, ya mandé toda la documentación que me pidieron, estoy esperando a que me verifiquen la cuenta. Actualmente tengo un saldo superior en la cuenta. Espero que me resuelvan el problema.

Dear Seminupi13, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm how much do you currently need to withdraw?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the ongoing issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hello! I haven't been able to withdraw any money yet; they're in the verification process. I sent you my driver's license and passport today.

I've been with them since 2023. Since then, I've been verified and have been able to withdraw without any issues. But since October 12th, when they asked for verification, I have no longer been able to withdraw.

-I currently have €48,622

-I haven't used any bonuses, I've always bet with my own money.

-I have played sports games.

-I'll provide everything to the post office.

Hola! No he podido retirar nada dinero aún, me tienen en proceso de verificación. Hoy les mandé el carnet de conducir y el pasaporte.

-Llevo con ellos desde 2023, desde entonces estaba verificado y he podido retirar sin problemas. Pero desde el día 12 de Octubre, que me pidieron verificación, ya no he podido retirar.

-Actualmente tengo 48.622€

-No he utilizado ningún bono, siempre he apostado con mi dinero.

-He jugado a juegos de deporte.

-Le facilito todo al correo.

I'm also attaching the screenshots here. I'll just leave the email issue aside; I'll send you more explicit screenshots by email, where my personal information appears and such. Thank you very much.

Adjunto aquí también las capturas de pantalla. Solo voy a dejar el tema de correos, por correo os mando a vosotros capturas más explícitas donde salen datos míos personales y tal. Muchas gracias

Dear Seminupi13, I can confirm that I have received your email, thank you for the information. Could you please confirm whether you have received a response from the casino after you have uploaded the documents? Additionally, have you received an explanation as to why the additional verification is needed?

Thank you in advance for your cooperation.

Hi! No, I haven't received a response since I sent what they asked for yesterday.

No, they haven't given me any explanation as to why they're asking for additional verification. I just tried to make the withdrawal and it kept telling me to contact them and stuff.

They started asking me for documentation and since October 12th I have been sending the documentation they are requesting.

Thank you for your help!

Hola! No, desde ayer que mandé lo que me pidieron aún no he recibido respuesta.

No, no me han dado ninguna explicación de porque me piden una verificación adicional, solo intenté hacer la retirada y me ponía que me pusiese en contacto con ellos y tal.

Me empezaron a pedir documentación y desde el día 12 de Octubre estoy mandando la documentación que me van pidiendo.

Gracias por su ayuda!

Hi, they replied today, but they're asking for more things. They already have all my documents and all the evidence to grant me verification, but they keep giving me the runaround. Screenshot attached.

Hola, hoy me contestaron, pero vuelven a pedirme más cosas. Ya tienen toda mi documentación y todas las pruebas para darme la verificación, pero siguen mareándome. Adjunto captura.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear Seminupi13,

I am so sorry to hear about your problem with the 22bet Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 22bet Casino representative to join this conversation and participate in resolving this complaint.

Dear 22bet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello! The player’s case is currently under review by our specialist team. We kindly ask for patience while the process is being completed — our team will get back with an update as soon as the review is finalized.

I think I'm being very patient, but every 72 hours you ask me for a different document, instead of asking for everything you need at once so you can verify it. And the last thing you asked for makes absolutely no sense: a photo with a code you gave me and today's date.

I have cooperated and continue to cooperate by sending everything you ask for, but I feel like you're taking me for a ride with your latest request and the difficulty I'm having getting verified. I've been with you since 2023, having already been verified, and I've made thousands of deposits and withdrawals, and now I find myself in this desperate situation.

Creo que estoy teniendo mucha paciencia, pero cada 72 horas me pedís un documento diferente, en vez de pedirme todo lo que necesitáis de una sola vez y que podáis verifícame. Y lo último que me habéis pedido no tiene ningún tipo de sentido, una foto con un código que vosotros me habéis dicho y la fecha de hoy.

He cooperado y sigo cooperando mandando todo lo que me pedís, pero siento que me estáis tomando el pelo con lo último que me habéis pedido y lo que me está costando que me verifiques. Cuando llevo con vosotros desde 2023, previamente verificado, he hecho miles de ingresos y retiradas y ahora me encuentro en esta situación desesperante.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Seminupi13,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor