22bet Casino - El jugador está luchando para completar la verificación de la cuenta.

Good Morning. I've been using 22 bet for over two years, and after validating my account, I've never had any problems making withdrawals, deposits and using live casinos. At the moment my withdrawals are blocked and I cannot use the live casinos, I am unable to withdraw my balance of 500 euros that I have in my account because security blocked my withdrawals and requested documents. I realized that what happened had to do with the change of visa card used, I now explain that my card that I associated the account initially expired and the bank sent me a new one, which I started to use, the casino saw that it was a different card and blocked my account, I have now sent photos of the card to prove that it is even mine and my bi to identify me, this all through the email associated with the account and so far I have not had any response. They ignore my emails and the account remains unanswered if I can withdraw the balance, I can only make sports bets on the account, nothing else... and if I win the balance goes up, but I can't withdraw my profits. I feel that I am being cheated and that the casino is finding a way for me not to use the site anymore or that if I use it I can't take my money, the service is very bad and nothing enlightens me, I am practically ignored. Need help.

Bom dia. Utilizo a 22 bet a mais de dois anos, e sempre depois de ter validado a minha conta nunca tive problemas a fazer levantamentos, depósitos e utilizar os casinos live. Neste momento tenho os levantamentos bloqueados e não posso utilizar os live casinos, estou incapaz de levantar o meu saldo de 500 euros que tenho na conta porque a segurança me bloqueou os levantamentos e solicitou documentos. Percebi que o que aconteceu teve a ver com a mudanca de cartao visa utilizado, passo a explicar o meu cartao que associei a conta inicialmente caducou e o banco enviou me um novo, que começei a utilizar, o casino viu que era um cartao diferente e bloqueou me a conta, eu neste momento ja enviei fotos do cartao a provar que e mesmo meu e do meu bi a identificar me, isto tudo pelo email associado a conta e ate agora nao tive qualquer resposta ignoram os meus emails e a conta continua sem se poder levantar o saldo, na conta apenas consigo fazer apostas desportivas mais nada... e se ganhar o saldo sobe, mas levantar os meus lucros nao posso. Sinto que estou a ser enganado e que o casino esta a arranjar forma que eu nao utilize mais o site ou que se utilizar nao possa tirar o meu dinheiro, o atendimento e muito mau e nada me esclarecem sou praticamente ignorado. Preciso de ajuda.

Dear Braulio,

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

Do I understand correctly that verifying your new bank card seems to be the only obstacle standing between you and your winnings? Have you been asked to provide any additional personal documents?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Goodnight. Thanks for the quick response, yes it seems to me that the problem is that the new card was not recognized, and they for safety canceled all withdrawals, but I have already sent the card photo to prove it is my new card, but I haven't received any response for a week. Is it normal to take 22 bet security so long to check something that seems so simple?

And not only did they tell me at the 24th service to send the photo of the card ending in 8274, which was what they didn't recognize... and I also sent my citizen card along with it.

Boa Noite. Obrigado pela rápida resposta, sim parece me que o problema deve se a que o cartao novo nao foi reconhecido, e eles por segurança cancelaram todos os levantamentos, mas eu ja enviei a foto do cartao para provar que se trata do meu novo cartao, mas nao recebo qualquer resposta faz uma semana. E normal demorar tanto tempo a segurança da 22 bet a verificar algo que parece tao simples?

E nao eu apenas me disseram no atendimento 24 que mandasse a foto do cartao terminado em 8274 que era o que nao reconheciam... e enviei tambem junto o meu cartao de cidadao

Thank you very much, Braulio, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Braulio!

I will take care of your complaint from now on. I would like to invite 22bet Casino's representatives into this conversation in order to help us to resolve the issue.

Until today 22 bet did not bother to give me an answer and the account is still blocked to withdrawals, I would like to thank you for your help and understanding, but you can close the complaint. I made a bet on an odd of 30 with the balance, and I canceled the account completely, on the 22 bet I don't play anymore. Continue to do your excellent work and spread the word about how bad this bookmaker is, from the most mobsters there is, the note of 2.5 that the site gives a 22 bet to and more for the horrible service it has, they are crooks. obg in it.

Ate hoje a 22 bet não se deu ao trabalho de me dar uma resposta e a conta continua bloqueada a levantamentos, queria agradecer a vossa ajuda e compreensão, mas podem encerrar a reclamação. Fiz uma aposta numa odd de 30 com o saldo, e cancelei por completo a conta, na 22 bet não jogo mais. Continuem a fazer o vosso excelente trabalho e divulguem o quão ma esta casa de apostas é, do mais mafiosos que existe, a nota de 2.5 que o site da a 22 bet ate e de mais para o serviço horroroso que tem, são uns vigaristas. obg na mesma.

We are rejecting this complaint as per the player's request.

Please, in case you'd need our help once again, do not hesitate to reopen this complaint at any time