22bet Casino - El reintegro del jugador se ha retrasado.

Dear AskGamblers Team,

I am writing to file a complaint against 22bet regarding a refused withdrawal.

Summary:

- I deposited €200 and won €1,400+

- I submitted a withdrawal request which triggered a verification process

- Over the past 11 days I have provided all requested KYC documents: ID card (both sides), Skrill account screenshots, selfie with ID card and security correspondence visible, utility bills (internet, mobile, TV), and driving license (both sides)

- After providing all standard documents, 22bet requested my passport, then my birth certificate

- In Slovakia, birth certificates are held at the state registry office and are not in personal possession

- When I explained this, 22bet responded: "Without providing the requested files any further actions are impossible. All further messages from you will be ignored."

- My withdrawal remains blocked and my case reference is #5448271

I consider the verification process complete as I have provided all standard KYC documents. 

I am attaching the full email correspondence as evidence.

Please advise on next steps.

Thank you

Regards,

Radovan

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.

Dear RadTk0,

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

Dear RadTk0,

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.

Dear Karla,

Thank you for following up. The verification process is still ongoing. Since my last update, I have additionally provided my birth certificate (sent on May 14, 2026). I am still waiting for a response from the security team.

My withdrawal remains blocked. Case reference: #5448271

Regards,

Radovan

Dear RadTk0, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• 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 delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear RadTk0,

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,
Karla
Casino.Guru