22bet Casino - El jugador no puede verificar la cuenta para realizar el retiro.

I AM NOT ALLOWED TO VERIFY MY ACCOUNT, NOR TO ACTIVATE AN ALTERNATIVE WITHDRAWAL METHOD

GOOD AFTERNOON.

TO SHARE MY EXPERIENCE

I made my deposits to 22BET initially through the Yape electronic wallet - in my country Peru. After that, to withdraw my funds, they tell me that I must withdraw using the same method I used to deposit.

So far so good, it's an acceptable policy. The issue is that the Yape option has disappeared or is no longer available for withdrawals on 22bet, so they're telling me I need to activate an alternative withdrawal method, in this case, Visa.

They tell me to deposit the minimum amount, play, and send an email to security@22bet.com

I COMPLIED WITH EVERYTHING, I REQUESTED TO VERIFY MY ACCOUNT AND THE SECURITY MEN REQUESTED A BANK STATEMENT FOR THE CARD.

WHICH IN MY COUNTRY A STATEMENT AS SUCH DOES NOT EXIST, SINCE MY CARD USED IS A VISA DEBIT CARD, AND WHICH THE BANK STATEMENT CONTAINS MY DATA - NAME - ID NUMBER - AND ACCOUNT NUMBER ASSOCIATED WITH MY BANK.

The only cards that have a statement like this are credit cards, which is not my case, therefore they do not accept me.

The most curious thing about all this is that while browsing social networks, there are many users with this problem who are accepted with this document after a brief explanation.

Therefore, there is unequal treatment, and the documents requested should be more universal, since each country and each bank has different documentation.

I REQUEST HELP TO RESOLVE MY CASE.

NO ME PERMITEN VERIFICAR MI CUENTA , NI ACTIVAR UN METODO ALTERNATIVO DE RETIRO

BUENAS TARDES.

PARA CONTAR MI EXPERIENCIA

REALIZE MIS DEPOSITOS EN 22BET INICIALMENTE ATRAVEZ DE BILLETERA ELECTRONICA YAPE - EN MI PAIS PERU , POSTERIOR A ESO PARA RETIRAR MIS FONDOS ME INDICAN QUE DEVO RETIRAR POR EL MISMO METODO QUE DEPOSITE.

HASTA AHI TODO CORRECTO ES UNA POLITICA ACEPTABLE , EL TEMA ES QUE DESAPARECIO O NO ESTA DISPONIBLE EL TEMA DEL YAPE EN 22BET PARA RETIROS , POR LO CUAL ME INDICAN QUE DEVO ACTIVAR UN METODO ALTERNATIVO DE RETIRO EN ESTE CASO VISA.

ME INDICAN DEPOSITAR CANTIDAD MINIMA ,JUGAR Y ENVIAR CORREO A SECURITY@22BET.COM

CUMPLI CON TODO , SOLICITE VERIFIQUE MI CUENTA Y LOS SEÑORES DE SECURITY SOLICITAN UN EXTRACTO BANCARIO DE LA TARJETA.

EL CUAL EN MI PAIS UN EXTRACTO COMO TAL NO EXISTE , YA QUE MI TARJETA USADA ES TARJETA DEBITO VISA , Y LA CUAL EL EXTRACTO BANCARIO, LLEVA MIS DATOS - NOMBRE - DNI - Y NUMERO DE CUENTA ASOCIADA A MI BANCO .

LAS UNICAS TARJETAS QUE TIENEN UN EXTRACTO ASI SON LAS DE TARJETAS DE CREDITO , LA CUAL NO ES MI CASO , POR ENDE NO ME ACEPTAN.

LO MAS CURIOSO DE TODO ESTO , ES QUE NAVEGANDO EN REDES , HAY MUCHOS USUARIOS CON ESE PROBLEMA QUE A ELLOS SI LES ACEPTAN DICHO DOCUMENTO CON UNA BREVE EXPLICACION.

ENTONCES EXISTE UN TRATO DESIGUAL , Y LOS DOCUMENTOS SOLICITADOS DEVERIAN SER MAS UNIVERSALES , YA QUE CADA PAIS Y CADA BANCO TIENE DISTINTA DOCUMENTACION.

SOLICITO UNA AYUDA PARA PODER SOLUCIONAR MI CASO.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 22bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• When have you deposited with your VISA card at the casino? Do I understand correctly that the transaction is visible on your bank statement, but the information about the bank card number is missing in these records?
• Could you please share with me your communication with the casino regarding the issue with the missing card information? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Joseluis-122,

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.

Could you tell me how long you were a gambler at the casino?

APPROXIMATELY 1 WEEK.

FROM NOVEMBER 20TH

How did you find out your account was blocked?

MY ACCOUNT WAS BLOCKED THE MOMENT I TRIED TO WITHDRAW MY BALANCE.

MY FIRST DEPOSIT WAS VIA YAPE - NOW FOR WITHDRAWALS, THAT METHOD NO LONGER EXISTS.

THEN I REQUESTED AN ALTERNATIVE METHOD, WHICH WAS A VISA

THEY ASKED ME FOR A MINIMUM DEPOSIT AND TO PLAY, AND I'VE ALREADY FULFILLED THAT.

THEY ASKED ME FOR PHOTOS OF MY CARD, I SENT EVERYTHING AND THEY STILL HAVEN'T RELEASED MY ACCOUNT OR MY BALANCE.

Did you achieve your current balance with the help of a bonus?

NEVER USE BONUSES - ALWAYS PLAY WITH MY REAL MONEY

When did you make a deposit with your VISA card at the casino? I understand correctly that the transaction appears on your bank statement, but the bank card number information is not shown in these records?

IN MY COUNTRY, PERU,

The only bank statements that include or show the card number are credit card statements.

In this case, I made the top-up via Visa, which is linked to my debit card and a savings account at a bank. Therefore, your bank statement is simple and shows the account holder's information and bank account details, but it does not show the card number.

Could you please share your communication with the casino regarding the missing card information issue? Please send me emails or chat transcripts to my email address. tomas@casino.guru or post screenshots here

I WILL SEND MORE INFORMATION TO YOUR EMAIL.

WHERE THEY REQUEST ALL THE INFORMATION FROM ME EVEN THOUGH I SENT EVERYTHING

THEY KEEP REJECTING ME AND NOT ACCEPTING ME.

¿Podrías decirme cuánto tiempo fuiste jugador en el casino?

APROX 1 SEMANA.

DESDE EL 20 DE NOVIEMBRE

¿Cómo se enteró que su cuenta estaba bloqueada?

MI CUENTA SE BLOQUEO AL MOMENTO QUE INTENTE RETIRAR MI SALDO .

MI PRIMER DEPOSITO FUE VIA YAPE - AHORA PARA RETIRAR , ESE METODO YA NO EXISTE.

ENTONCES SOLICITE UN METODO ALTERNATIVO EL CUAL FUE VISA

ME PIDIERON DEPOSITO MINIMO Y JUGAR Y YA CUMPLI .

ME PIDIERON FOTOS DE MI TARJETA ENVIE TODO Y TAMPOCO ME LIBERAN LA CUENTA NI MI SALDO.

¿Lograste tu saldo actual con la ayuda de un bono?

NUNCA USE BONO - SIEMPRE JUGE CON MI DINERO REAL

¿Cuándo has depositado con tu tarjeta VISA en el casino? ¿Entiendo correctamente que la transacción aparece en tu extracto bancario, pero que la información sobre el número de tarjeta bancaria no aparece en estos registros?

EN MI PAIS , PERU ,

LOS UNICOS EXTRACTOS BANCARIOS QUE TIENEN O FIGURA EL NUMERO DE TARJETA , SON LAS TARJETAS DE CREDITO ,

EN ESTE CASO YO REALIZE LA RECARGA VIA VISA , LA CUAL ESTA ASOCIADA A MI TARJETA DEBITO , Y A UNA CUENTA DE AHORROS EN UN BANCO , ENTONCES SU EXTRACTO BANCARIO ES SIMPLE Y FIGURAN DATOS DEL TITULAR , CUENTA BANCARIA , PERO NO FIGURA NUMERO DE TARJETA.

¿Podrías compartir tu comunicación con el casino sobre el problema de la información de la tarjeta faltante? Envíame correos electrónicos o transcripciones del chat a mi correo electrónico. tomas@casino.guru , o publique capturas de pantalla aquí

ENVIARE AL CORREO MAYOR INFORMACION.

DONDE ELLOS ME SOLICITAN TODA LA INFORMACION Y A PESAR QUE ENVIE TODO

ME SIGUEN RECHAZANDO Y NO ME ACEPTAN.

Thanks for the explanation.

I checked my inbox and spam folder, but so far, no communication relevant to the case was received from you. If you have saved the communication with the casino and the issue persists, please send it to my email at tomas@casino.guru for review.

Thanks in advance for your cooperation.

Dear Tomas, good morning, today during the day, I will send you all the information.

They asked me for a selfie with a code written on a piece of paper, which is the final step for validation. I sent all the real and original documentation.

and they sent me an email.

stating the following - WHICH I STRONGLY DENY - I NEVER HAD DUPLICATE ACCOUNTS. THIS IS THE FIRST TIME I'VE REGISTERED. AND I COMPLY WITH EVERYTHING.

We inform you that we have decided to suspend all collaboration with you (closing your gaming account) in accordance with the General Terms and Conditions of the Betting House:

Once the investigation is complete, the bookmaker may make any decision it deems fair and reasonable:

1. Block (close) the account (including duplicate accounts), which may involve:

- the cancellation and loss of all bonuses, free bets and winnings received from such bonuses and free bets when using this duplicate account.

- At our sole discretion, cancel all winnings and refund your account balance at the start of the investigation (less any canceled winnings) obtained from both your primary and duplicate accounts. We also have the right to refund any amounts owed to us in connection with this duplicate account, directly from any of your accounts (including any other duplicate accounts). 2. At our sole discretion (in exceptional cases), to allow the continued use of the primary account and recognize it as valid, although all bets placed from the duplicate account will be void, the duplicate account(s) will be blocked and/or closed at the company's discretion (the decision is made individually for each case, depending on the severity of the violation).

This decision was made after a rigorous investigation of the case by the Department of Security.

We ask that you do not create game accounts with the Company.

Because your actions have been recognized as a flagrant violation of our Company's Terms and Conditions, the decision to suspend any cooperation with you is final and unappealable.

All subsequent questions related to the blockade on your part will be ignored.

estimado tomas buenos dias , hoy en el transcurso del dia , te envio toda la informacion .

me pidieron selfie con un CODIGO ESCRITO EN UNA HOJA , que ya es lo ultimo el ultimo paso para validar. envie toda la documentacion REAL Y ORIGINAL.

y me mandaron un correo .

indicando lo siguiente. - LO CUAL NIEGO ROTUNDAMENTE - NUNCA TUVE DUPLICADO DE CUENTAS . ES LA PRIMERA VEZ QUE ME REGISTRO. Y CUMPLO CON TODO

Le informamos que hemos decidido suspender cualquier colaboración con usted (cerrando su cuenta de juego) de acuerdo con los Términos y Condiciones Generales de la Casa de Apuestas:

Una vez finalizada la investigación, la casa de apuestas podrá tomar cualquier decisión que considere justa y razonable:

1. Bloquear (cerrar) la cuenta (incluidas las cuentas duplicadas), lo que puede implicar:

- la anulación y pérdida de todos los bonos, apuestas gratis y ganancias recibidas de dichos bonos y apuestas gratis al usar esta cuenta duplicada.

- a nuestra entera discreción, cancelar todas las ganancias y reembolsar el saldo de su cuenta al inicio de la investigación (menos las ganancias canceladas) obtenidas de sus cuentas principal y duplicada. También tenemos derecho a reembolsar cualquier cantidad que se nos adeude en relación con esta cuenta duplicada, directamente desde cualquiera de sus cuentas (incluida cualquier otra cuenta duplicada). 2. A nuestra entera discreción (en casos excepcionales), para permitir el uso continuo de la cuenta principal y reconocerla como válida, si bien todas las apuestas realizadas desde la cuenta duplicada serán nulas, la(s) cuenta(s) duplicada(s) será(n) bloqueada(s) y/o cancelada(s) por decisión de la empresa (la decisión se toma individualmente para cada caso, según la gravedad de la infracción).

Esta decisión se tomó tras una rigurosa investigación del caso por parte del Departamento de Seguridad.

Le solicitamos que no cree cuentas de juego con la Empresa.

Debido a que sus acciones han sido reconocidas como una flagrante infracción de los Términos y Condiciones de nuestra Empresa, la decisión de suspender cualquier cooperación con usted es definitiva e inapelable.

Se ignorarán todas las preguntas posteriores relacionadas con el bloqueo por su parte.

I am sorry to hear that.

I went over the information you provided via email.

• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Looking forward to your reply.

PLAY WITH REAL MONEY, WITH DEPOSITS MADE VIA YAPE (WALLET IN PERU) AND VISA CARD

PLAY LIVE CASINO - ROULETTE AND ALSO PLACE LIVE SPORTS BETS ON EUROPEAN LEAGUES (CHAMPIONS LEAGUE, SPANISH LEAGUE, ETC.).

I WAS ASKED FOR A SERIES OF DOCUMENTS FOR 3 WEEKS, AND I COMPLIED WITH EVERYTHING REQUIRED.

And they asked me questions about whether I knew some people.

TO WHICH I RESPONDED INDICATING THAT I HAVE NO FRIENDSHIP OR WORK RELATIONSHIP AND THAT I DO NOT KNOW THOSE PEOPLE.

I imagine there will be similar plays or something. But that's part of the game.

IT IS A MERE COINCIDENCE THAT MAYBE 1 OR 2 PLAYS MAY BE SIMILAR TO SOMEONE.

BUT IT'S IMPOSSIBLE FOR MY ENTIRE ACCOUNT TO BE THE SAME.

AFTER THAT THEY ASKED ME TO WRITE A CODE ON A SHEET OF PAPER AND TAKE MORE SELFIES.

SO EVERYTHING CONTINUED NORMALLY AND THEN THEY SEND ME THAT EMAIL.

WHERE THEY GIVE ME NOTHING, THEY ONLY RETURN MY DEPOSITS AND TAKE AWAY ALL MY PROFITS.

THEY WON'T TELL ME THE EXACT REASON.

JUGE CON DINERO REAL , CON DEPOSITOS REALIZADOS VIA YAPE (MONEDERO EN PERU) Y TARJETA VISA

JUGE CASINO EN VIVO - RULETA Y TAMBIEN JUGE APUESTAS DEPORTIVAS LIVE. DE LIGAS EUROPA (CHAMPIONS , LIGA ESPAÑOLA , ETC).

ME SOLICITARON DURANTE 3 SEMANAS , UNA SERIE DE DOCUMENTOS , CUMPLI CON TODO LO REQUERIDO.

Y ME HICIERON PREGUNTAS , SOBRE SI CONOCIA A ALGUNAS PERSONAS.

LO CUAL RESPONDI INDIQUE QUE NO TENGO VINCULO DE AMISTAD , TRABAJO QUE NO CONOSCO A ESAS PERSONAS.

YO IMAGINO QUE HABRAN JUGADAS SIMILARES O ALGO . PERO ESO ES PARTE DE JUEGO .

ES UNA MERA COINCIDENCIA QUE CAPAZ 1 O 2 JUGADAS TENGA SIMILAR CON ALGUNA PERSONA.

PERO ES IMPOSIBLE QUE TODA MI CUENTA SEA IGUAL .

DESPUES DE ESO ME PIDIERON ESCRIBIR UN CODIGO EN UNA HOJA Y TOMARME MAS SELFIES.

OSEA TODO CONTINUO DE MANERA NORMAL Y LUEGO ME MANDAN ESE CORREO.

DONDE NO ME BRINDAN NADA , SOLO ME DEVUELVEN MIS DEPOSITOS Y ME QUITAN TODA MIS GANANCIAS.

NO ME DICEN EL MOTIVO EXACTO.

Hello Joseluis-122,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Joseluis-122,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 22bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 22bet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello,

We have reviewed the information related to this case. The player successfully withdrew the funds on 18.12, after which the account was closed in accordance with a decision made by our security department.

Thank you, dear 22Bet Casino, for the update.

Dear user,

Could you confirm the payment, please?

Respectfully,

Romi

Dear Joseluis-122,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru