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

Hello, on October 10 I register at 22bet, I enter €100 and start betting, after losing I make two deposits plus one of €100 and another of €200, total deposited €400, that's when I start winning with sports bets and I start to make withdrawals, I managed to make several withdrawals worth €800 approx. and the next attempt to withdraw it is rejected, asking for verification. I contact customer service through the chat and they ask me to send my ID by mail to the security department and they will answer me within 72 hours. My complaint is that more than 72 hours passed and I did not receive a response. I asked for the chat and they told me to wait for the security department to examine the requests in order and in approximately 72 hours they would answer me. After seeing so many complaints and bad experiences with 22bet I decided to contact you and go ahead with the complaint because unfortunately I am afraid that I will need your help.

Hola, el dia 10 de Octubre me registro en 22bet ,ingreso 100€ y empiezo apostar , tras perder hago dos ingresos mas uno de 100 y otro de 200€ ,total ingresado 400€ , es ahi cuando comienzo a ganar con apuestas deportivas y empiezo a hacer retiradas , consegui hacer varias retiradas por valor de 800€ aprox. y al siguiente intento de retirar lo rechazan , pidiendo verificacion. Contacto por el chat con atencion cliente y me piden enviar mi DNI por correo al departamento de seguridad y me contestaran antes de 72h . Mi queja es que pasaron mas de 72h y no recibí respuesta . Pregunte por el chat y me dicen que espere que el departamento de seguridad examina las solicitudes por orden y en 72h aproximadamente me contestaran. Despues de ver tantas quejas y malas experiencias con 22bet decido ponerme en contacto con ustedes y adelantar con la queja porque por desgracia me temo que necesitaré vuestra ayuda.

Dear Bahia,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

As you might know, our Forum Casino.Guru, deals with complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to a lengthy verification, we will try to help you. 

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Hello, I received a response indicating that they have problems with hotmail emails and that I should send the document again with gmail mail, adding an explanation and information about my account. I'll keep you informed as soon as you answer me.

Hola , recibí respuesta indicando que tienen problemas con los correos hotmail y que vuelva enviar el documento con correo gmail , añadiendo explicación y datos de mi cuenta . Les sigo informando en cuanto me contesten .

After sending my document with a gmail email they answer me quickly, I attach the answer. Although they ask me for the same thing again and I had done it well, but I will send it to them again, I will be patient and cooperative.

Después de enviar mi documento con un correo gmail me contestan rápido , adjunto la respuesta . Aunque me vuelven a pedir lo mismo y lo había hecho bien , pero se lo vuelvo a enviar , seré paciente y colaborador.

Now they are answering fast, but they are making me dizzy asking for something new every time.

Ahora van contestando rápido , pero me están mareando pidiendo cada vez algo nuevo .

And they continue… after each document I send they answer me asking for something new, it's frustrating.

Y siguen … después de cada documento que envío me responden pidiendo algo nuevo , es frustrante.

I am correctly sending everything that they ask me for , but I think they are going too far .

Yo estoy enviando correctamente cada cosa que me piden , pero creo que se están pasando .

Well , I sent everything you asked for , now wait .

Bueno , envié todo lo que pidieron , ahora esperar .

Today in the morning I receive sms that my account is verified and I can withdraw money. But I try and it gives an error, they tell me to try again later.

Hoy por la mañana recibo sms que mi cuenta está verificada y puedo retirar dinero. Pero intento y da error , me dicen que intente mas tarde .

Thank you, Bahia, for all the updates. Have you succeeded in withdrawing your winnings after the successful verification already?

I finally had to call and an operator helped me manually with the code to withdraw. My final conclusion is that when you win money, when it comes to withdrawing they put a lot of difficulties to delay the withdrawal as much as possible so that you lose the money playing, it does not seem like a coincidence, they say they do not receive emails due to problems with hotmail, when I receive advertising from them to my hotmail email. Later they ask for many things but little by little they follow one another , lengthening the time . Finally, when it is verified and I am going to withdraw, I do not receive the SMS with the withdrawal code, which always arrived instantly, anyway. In the end they complied and I was able to get a part of my profits but I am dissatisfied with this process.

finalmente tuve que llamar y un operador me ayudó manualmente con el codigo para retirar . Mi conclusión final es que cuando ganas dinero, a la hora de retirar ponen muchas dificultades para retrasar lo posible la retirada para que pierda el dinero jugando ,no me parece casualidad , dicen no recibir los correos por problemas con hotmail , cuando recibo publicidad de ellos a mi correo hotmail . Después van pidiendo muchas cosas pero poco a poco detrás de una otra , alargando el tiempo . Por ultimo cuando esta verificada y voy a retirar no me llega el sms con el código de retiro , el cual llegaba siempre instantáneamente, en fin . Al final cumplieron y pude sacar una parte de mis ganancias pero quedo descontento por este proceso .

Now they ask me for documentation again, this time an electricity or water bill where my name and address appear.

What a nightmare to make a profit at this bookmaker.

Ahora me vuelven a pedir documentación, esta vez un recibo de luz o agua donde aparezcan mi nombre y dirección.

Menuda pesadilla para sacar ganancias en esta casa de apuestas .

Have you provided those documents beforehand, or they were requested for the first time now?

The electricity bill for the first time,

I sent an electric bill and they accepted verification. Today I was able to withdraw money, I hope to continue withdrawing without problems.

El recibo de luz por primera vez ,

Envié un recibo de luz y aceptaron verificación. Hoy he podido retirar dinero , espero poder seguir retirando sin problemas.

Thank you very much, Bahia, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

Finally the verification was successful and I was able to make several withdrawals. Thanks for your attention.

Finalmente la verificación fue exitosa y ya pude hacer varias retiradas. Gracias por su atención.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Bahia, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru