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

Dear Sir/Madam,

I am submitting this complaint concerning the online gambling operator 22Bet.

I submitted a withdrawal request which was canceled due to a mistake in the IBAN. The funds were returned to my player account.

Afterwards, I was asked to go through identity verification again, which I completed on Friday evening [May 17th, 2025], by submitting all requested documents.

Since then, my verification status remains pending, and there has been no progress or meaningful update. Despite contacting support via email, I only receive a standard response: "Please wait."

I believe this delay is unjustified and is blocking my access to my own funds.

I kindly request your assistance in resolving this issue or advising me on how to proceed.

Sincerely, Lambros *****

Dear labritosiap,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning. The money remains in my player account and it won't let me withdraw it again.

I have sent with the team about 40!!! Mail sending selfie, ID, photo holding Mail, , screenshot of bank etc. still I have not received a response regarding identification. I log into my account but with limited capabilities.

Kαλημερα. Τα χρήματα παραμένουν στον παικτικο μου λογαριασμό δεν με αφήνει να κάνω εκ νέου ανάληψη.

Έχω στείλει με την ομάδα security@22bet.com περίπου 40!!! Mail στέλνοντας selfie,ID, φωτογραφία κρατώντας τα Mail, , screenshot τραπέζης κ παρόλα αυτά δεν έχω λάβει απάντηση σχετικά με την ταυτοποίηση. Στον λογαριασμό μου εισέρχομαι αλλά με περιορισμένες δυνατότητες.

My identification is still pending even though I have sent everything they asked for and it is listed in the terms and conditions. They do not respond to emails and I cannot make any withdrawals.

Please HELP. What they are doing is illegal.

Η ταυτοποίηση μου ακόμη εκκρεμεί ενώ έχω στείλει όλα όσα ζήτησαν κ αναγράφονται στους όρους και προϋποθέσεις. Στα mail δεν απαντούν και δεν μπορώ να κάνω καμιά ανάληψη.

Παρακαλώ πολύ ΒΟΗΘΕΙΑ. αυτό που κάνουν είναι παράνομο.

Also today they asked me Dear customer, please provide us with photos of the document, that confirms that you do not have gambling addiction.

Document must be verified by medical specialist's signature and stamp of the medical facility

Is this legal?

Επίσης σήμερα μου ζήτησαν Dear customer, please provide us with photos of the document, that confirms that you do not have gambling addiction.

Document must be verified by medical specialist's signature and stamp of the medical facility

Είναι αυτό νομιμο?

Thanks for the explanation and your patience.

• Could you please share with me your recent communication with the casino?
• Did the casino explain why they require additional proof that you don't have an addiction?

Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you in advance for your reply.

Thanks for responding.

I send you mail

Thank you very much, labritosiap, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks for the help. I was paid last week so everything is fine.

Dear labritosiap,

Martin here. I haven' t had the chance to introduce myself, but I am glad to hear that your issue has been resolved. I'll go ahead and mark the complaint as accordingly in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru