22bet Casino - El jugador tiene problemas para completar la verificación KYC.

They do not respond to the identity verification email in any way, and in the chat they always repeat the same thing that my withdrawal is blocked due to lack of proof of document and that I must send it by email.

Total disregard for the gambler and a practice that should be considered illegal.

Não respondem o email de verificação de identidade de forma alguma, e no chat repetem sempre a mesma coisa que o meu saque es´tá bloqueado devido a falta de comprovação de documento e que devo enviar por email.

Total descaso com o apostador e uma prática que deveria ser considerada ilegal.

Dear Pedro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents you have already provided and when exactly? Have you made any successful withdrawals before?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Initially they asked me for a photo of the identity document, and they gave me a deadline of 72 hours. There was no response, I contacted support via chat and they told me to send a photo holding the identity document and the ema that I sent them in the background, I sent it again but got no response.

There was no previous withdrawal as I have been blocked from withdrawing since the first attempt.

I don't see a problem with performing KYC verification, however, on other betting sites the verification is transparent and clear with the user, unlike 22bet that there is no return of messages.

Inicialmente me pediram a foto do documento de identidade, e me deram um prazo de 72 horas. Não houve resposta, entrei em contato com o suporte via chat e me disseram para enviar uma foto segurando o documento de identidade e de fundo o ema que enviei a eles, novamente enviei porém não obtive resposta.

Não houve retirada anterior, pois estive bloqueado de retirar desde a primeira tentativa.

Não vejo problema em realizar a verificação KYC, entretanto, em outros sites de aposta a verificação é transparente e clara com o usuário, diferente da 22bet que não há retorno algum das mensagens.

Dear Pedro,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease of rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of 22bet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from 22bet Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of 22bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello,

We are pleased to inform you that the player successfully passed the verification process and was able to successfully withdraw 3 days after submitting the complaint. We apologize for any inconvenience that may have occurred during this process and hope that our customer's gaming experience becomes more enjoyable.

Should you have any further questions or require additional assistance, feel free to contact our support team. We are always ready to help and provide our players with the best possible experience.

Thank you for your patience and for choosing our casino. We hope that in the future your experience with us will be only positive.

I don't consider a response after a year to be something to be resolved and a 'positive experience'. I don't know why casino guru allowed this complaint to reopen, but I ask that they close it with the negative score from before because when I really needed help I didn't get it. After all, if I, as a user, opened a complaint a year after the incident, casino guru would not accept it. Why is the opposite valid? I maintain the negative reputation of this site.

Não considero uma resposta depois de um ano como sendo algo a ser resolvido e uma 'experiência positiva'. Não sei por que o casino guru deixou essa reclamação reabrir, mas peço que fechem com o score negativo de antes pois quando precisei realmente de ajuda não obtive. Afinal, se eu como usuário abrir uma reclamação um ano depois do ocorrido, o casino guru não aceitaria. Por que o contrário é válido? Mantenho a reputação negativa desse site.

Dear Pedro,

I understand your frustration. However, if your complaint was resolved within 3 days of submission, it implies that the casino had already faced consequences for the entire year, which may not be fair. It seems that your complaint now pertains solely to your negative experience, rather than the casino owing you money. In my opinion, it would be more appropriate for you to write a user review about this. I cannot agree to maintain the complaint with punishment when the circumstances have changed.

Dear Pedro,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I haven't received it yet

Ainda não recebi

Dear Pedro,

Can you please confirm that you did not receive your withdrawal?

Thank you.

Dear Pedro,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Not received

Não recebi

Dear 22bet casino representative,

Could you please check the issue and find out why Pedro has not yet received his winnings?

Based on your statement, we assume that Pedro passed the verification and withdrew his winnings 3 days after he submitted this complaint (One year ago).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

We are pleased to inform you that your payout request has been approved and the funds were transferred on March 23, 2022, at 23:16. If for some reason the player did not receive the funds, we apologize for any inconvenience this may cause. Please contact our highly trained technical support to resolve the issue immediately.

Dear Pedro,

Once again, I apologize for all the inconvenience. Kindly adhere to the casino's instructions and once your withdrawal is complete, please inform us so we can resolve this matter.

Thank you.

Dear Pedro,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we cannot investigate further; however, from the casino's statement, the player's withdrawal was successful. Therefore, we decided to close this case as resolved.

The player can reopen the case anytime.