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

Hello, I made a deposit of 1300 euros about a month ago, and when I tried to withdraw the money, they asked me to verify my account. I've already sent all the necessary documentation to the security team, and they tell me to wait for verification. I've been waiting for over a month, and they still haven't verified my account, so my 1300 euros are being held. They don't reply to my emails, and when I call, they always tell me the same thing and don't resolve anything.

Hola llevo aproximadamente un mes que realice un ingreso de 1300 euros y al querer retirar el dinero me piden verificar la cuenta, ya envie toda la documentacion correspondiente al equipo de seguridad y me dicen que espere a la verificacion, llevo mas de un mes esperando y no me verifican la cuenta por lo cual tengo retenidos los 1300 euros, no contestan a los correos que les envio y en llamadas siempre me dicen lo mismo y no me solucionan nada

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Dear tatan461,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina