22bet Casino - El retiro del jugador se retrasa debido a una verificación sin terminar.

Good evening, I have been trying to change my email at the Casino for months, but they do not accept my document. This way, they are preventing me from withdrawing my money since I have one email at the Casino and a different one at Pay4Fun. They won't change my email to match the Pay4Fun one and they don't allow me to withdraw using the email or bank transfer. They say my document is not valid.

boa noite estou tentando trocar meu e-mail no Casino há meses e não aceitam meu documento sendo assim eles me obrigam a não retirar meu dinheiro, pois no Casino tenho um e-mail e no pay4fun é outro e-mail , então eles não alteram meu e-mail pro mesmo do pay4fun e não deixam eu sacar pelo email nem transferência bancária .Dizem que meu documento não é válido

Dear Deivili1109, 

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

Could you kindly specify which of your documents has not been approved by the casino? Is it the CNH card that you sent to us as an attachment?

Have any of your other identification documents been successfully approved and verified?

Additionally, could you let us know the exact date when you most recently submitted a document for verification?

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, 

Veronika

Dear Deivili1109,

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 are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.