22bet Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Hi Team

We was lucky to win quite big amount and we tried to withdraw some fund to my cryptocurrency account where we made deposit but we got refuse due to KYC and we understand and sent all documents they asked for on 7/AUG/25 with Licence ID back and front, and hold ID selfish with email from them.

10/AUG/25 they asked for additional documents about utility bill to proof address 3 months and sent as requested at the same day

13/AUG/25 asking for passport and still sent as requested at the same day

13 to 15 /AUG/25 email them for update but get ignore.

16/AUG/25 asking for shoot screen account cryptocurrency that made deposit to account gaming and provide it at the same day.

19/AUG/25 asking for other selfies which code provide and write on piece of paper and date sent as requested at the same day

Now waiting for processing.

But we know they will come back other 72 hour and ask for additional information.

Here my complaint and need it solve. They keep asking non sense selfie and documents to delay verification and withdraw. We hope Casino GURU here help us and push this issue as soon as possible. We will provide proof of exchange email and other proof of needed.

Account ID 1344206135

Verification account [#5394264]

Hello,

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.

• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication between you and the casino regarding the issue? 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 in advance for your reply.

Best regards,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi Tomas

Thanks for your response.

We are sent everything and correct format to them as requested.

All the exchange email with 22bet security already forwarded to you as well.

We understand KYC take time but it is too long 12 days and ask some additional documents that make no sense.

Thanks

Hi Tomas

The update from 22bet 22-Aug-2025 today and they ask for other non sense additional documents

From 22bet" You should provide us with a screenshot from the app of mobile operator of my phone number, where we can see phone number and owner's personal data (name and surname). Screenshots must not be cropped or edited, all data should be fully and clearly visible."

Even it is non sense additional documents, but We already sent documents to them ask requested at the same day 22-Aug-2025. Then they responded " Your data is under verification now. Wait for the answer, please."

We already know they will ask other non senses additional documents next couple days and it will repeat round and round to delay verification and the withdraw , so we need Casino GuRu jump in to help us as soon as possible. otherwise, they will make other excuses.

Thanks

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Newmen123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas