22bet Casino - El retiro del jugador se retrasa debido a problemas con la documentación.

Hi, I've been registered on 22bet for a few months and I've deposited, played and withdrawn for a few weeks without any problems. Sometimes I've lost, other times I've won a little but I haven't had any problems or specific requests when I requested the funds on my wallet. However, 4 days ago I won a considerable amount (500 euros). The account was immediately limited to withdrawals and they asked me to send the document via email (strange that they hadn't asked me when opening the account or for previous withdrawals). In short, they're starting to say that they have to do some checks. I've been sending them the document via email for a week and they keep saying that I have to resend it. It seems like incorrect behavior to me. Can you at Casino Guru help me please?

ciao sono registrato da qualche mese su 22bet e ho depositato giocato e prelevato per qualche settimana senza problemi, alcune volte ho perso altre volte ho vinto qualcosina ma non ho avuto alcun problema ne richiesta specifica quando richiedevo i fondi sul mio wallet, 4 giorni fa però ho vinto una cifra considerevole ( 500 euro ) il conto è stato immediatamente limitato ai prelievi e mi hanno chiesto di inviare il documento via email ( strano che non me lo avessero chiesto al apertura del account oppure ai precedenti prelievi ) insomma iniziano a dire che devono fare dei controlli, io gli sto inviando il documento da una settimana via email e continuano a dire che devo reinviarlo, a me sembra un comportamento poco corretto, voi di casino guru potete aiutarmi perfavore?

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 takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Has the casino approved any of the documents you sent for verification so far?
• When was the last time the casino communicated with you regarding the verification of your account?

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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

yes but KWC why didn't they ask me the other times or when I registered since it is so important? It seems like an alibi to me, having said this I sent the identity card to the casino as requested several times, they tell me to just wait for now, I spoke to them yesterday afternoon

si ma KWC perchè non me l'hanno chiesto le altre volte o quando mi sono registrato dato che è cosi importante? a me sembra un alibi detto questo ho inviato la carta di identità al casino come richiesto piu volte, mi dicono di aspettare e basta per ora, li ho sentiti ieri pomeriggio

hi I wanted to say that the casino told me maximum 72 hours for a new response, but they disappeared and time passed

ciao volevo dire che il casino mi aveva detto massimo 72 ore per una nuova risposta , ma sono spariti e il tempo è passato

Many online casinos operating under offshore licenses request verification only after a withdrawal request is submitted.

• Have you been contacted by the casino’s verification department in the meantime?
• Was your ID the only document you provided for verification, or have you submitted any other documents as well (e.g., bank statements, utility bills, etc.)?

Thank you for your cooperation. We’ll do our best to assist you further.

They only asked me for my identity document, I sent it 6 times in all the formats they told me, each time the response is the same, that is, they ask me to resend it without saying why and in this way they then reply that I have to wait 72 working hours, can you ask them why the documents were not approved?

mi hanno chiesto solo il documento di identità , l'ho inviato 6 volte in tutti i formati che mi hanno detto, ogni volta la risposta è la stessa ovvero mi chiedono di reinviarlo senza dire perchè e in questo modo poi mi rispondono che devo aspettare 72 ore lavorative, potete chiedergli come mai non sono stati approvati i documenti?

I opened this complaint almost 2 weeks ago, can you please try to hear the mess? Because they don't answer me and if I go to live chat they tell me that they can't do anything and I have to wait by email.

ho aperto questo reclamo 2 settimane fa quasi, potete perpiacere provare a sentire il casino ? perchè a me non rispondono e se vado in chat live mi dicono che non ci possono fare nulla e devo aspettare via email

Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.

I forwarded you everything, my ID is in all 3 emails forwarded as attachments to

vi ho inoltrato tutto quanto, ce il mio documento di identità in tutte le 3 email inoltrate come allegati a veronika.f@casino.guru

Thank you for your emails.

Would it be possible for you to take new photos of your identity document? The documents you previously sent to the casino are of low quality, and the "uncompressed" photo appears as though it might have been enhanced by an AI tool.

Please note that original, unedited photos are always required for verification. When retaking the picture, ensure it is captured in a well-lit environment and in high resolution so that all details are clearly visible.

Artificial intelligence? I simply uploaded the photo to an online site to compress it because I didn't know how to reach the 1 MB size they absolutely wanted. However, this morning I was in live chat with the casino and they didn't say anything else about the document, but they did ask me for proof of ownership of my card, so for now the document seems to have been accepted. But do you only speak to me about the complaint or also to a member of the casino?

inteligenza artificiale ? ho semplicemente caricato la foto su un sito online per comprimerla perche non sapevo come raggiungere il peso di un mb che loro volevano per forza, comunque sta mattina sono stato in chat live col casino e non mi hanno piu detto nulla sul documento ma mi hanno chiesto la prova di titolarita della mia carta quindi per ora il documento sembra sia stato accettato, ma voi del reclamo parlate solo con me o anche con un membro del casino?

Having said that, some of the photos I sent you were taken directly with my iPhone and I sent them via email. I only tried to compress them once to reach the weight they said. I don't understand what the problem is since they practically forced it on me.

detto questo alcune delle foto che vi ho inviato sono state fatte direttamente col mio iphone e le ho inviate tramite email ho solo una volta provato a comprimere per raggiungere il peso che dicevano loro , non capisco quale sia il problema visto che me lo hanno praticamente imposto

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I spoke to the casino in live chat, they are not able to give me an answer regarding the documents sent, they say that another department is dealing with it and so they are holding me up, furthermore it seems that now they also take proof of my credit card but it is not clear which one because they say that I have to send the emails and wait for a response from their internal department which however has never responded to me by email since they blocked my withdrawals after sending the document several times and also sending emails where I asked if I could withdraw etc.

ho parlato in chat live col casino, non sono capaci di darmi una risposta riguardo ai documenti inviati, dicono che se ne occupa un altro dipartimento e cosi mi tengono fermo , inoltre sembra che ora cogliano pure una prova della mia carta di credito ma non si capisce quale perche dicono che devo inviare le email e aspettare risposta al loro dipartimento interno che però non mi ha mai risposto via email da quando mi hanno bloccato i prelievi dopo l'invio del documento piu volte e anche l'invio di email dove chiedevo se potevo prelevare etc

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear 22bet Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hi, I've been sending emails for 40 days as your live chat says in S But I still haven't received a response regarding the documents already provided, and your customer service is telling me to wait for an email from you that hasn't arrived. Now you're asking me for a new document, so the previous one has been approved. The card you're asking me for is my virtual Paysafe. Is it okay if I send you a screenshot from my online banking where the card details are visible? Can I redact some numbers and the CVV?

ciao sono 40 giorni che mando email come dice la vostra chat live a Security@22bet.com ma non ho ancora ricevuto risposta riguardo ai documenti gia forniti e la vostra assistenza clienti mi dice di aspettare una vostra email che non arriva, ora mi state chiedendo un nuovo documento dunque il precedente è stato approvato? la carta che mi state chiedendo è la mia paysafe virtuale , va bene se vi invio lo screen dal home banking dove si vedono i dati della carta? posso censurare alcuni numeri e il cvv?

Good day,

Please send either screenshots from a desktop computer or a bank statement in PDF format.

The document must clearly show the account number, the account holder’s name, and transactions made to our platform.

Please note that the use of any graphic editors is not permitted.

Thank you for your cooperation!

Hello morganmorgan2,

Please carefully re-read our previous message. The screenshot must be taken from a computer. The document must clearly show the account number, the account holder’s name, and the transactions made to our platform.

Hello, how do I do it from my PC? I have the app on my phone.

Buongiorno come faccio da pc? io ho l'app sul telefono

Dear user,

Please open your account on the computer and send the requested documents.

Thank you in advance.

Respectfully,

Romi

Dear 22bet Casino,

Please advise the player what to do.

Thank you.

Regards,

Romi

Hello,

Dear morganmorgan2, we kindly ask you to direct this matter to our support team. They will review your request, explain the steps, and guide you through the process.

your support team told me to send an email to Security@22bet.com because they can't do anything.

Are you kidding me?

TO Security@22bet.com I've been sending emails for almost 3 months without EVER receiving a reply. Are you guys passing the buck to each other so that my account verification never gets completed?

This is supposed to be a high security casino? Really?

il vostro team di supporto mi ha detto di mandare un email a Security@22bet.com perchè loro non possono fare nulla.

Mi state prendendo in giro ?

A Security@22bet.com sono quasi 3 mesi che mando email senza ricevere MAI risposte, vi scaricate la responsabilità a vicenda in modo che la verifica del mio conto non si concluda mai?

Questo sarebbe un casino con indice di sicurezza alto ? veramente?

Hi, I'm looking into sending them a formal notice to their licensee and to some regulatory bodies. Do you offer any consultancy services regarding Casino Guru?

ciao mi sto informando per mandargli una diffida a dove hanno la licenza loro e pure ad alcuni enti regolatori, voi avete servizi di consulenza a riguardo casino guru?

Hello,

According to our colleagues, we have not received a response from you. On July 7, you were already sent the following notification:

"System notification! Stop creating multiple message threads; otherwise, your email address will be blocked. Use the 'Reply' option for responding.

Please provide us with a photo of the bank card (both sides). The card number can be partially hidden — only the first 6 and last 4 digits should remain visible. On the back side, the CVC code should also be hidden. (Card ending **1464)."

As you are using a virtual card, don't hesitate to get in touch with our support team directly to explain this situation. They will advise you on how to proceed and help you complete the verification process.

I don't understand. Why can't you tell me here what you still need, given that I've already sent you several proofs of that card, both here and via email, and I haven't received a response? I've sent 6 or 7 emails there in the past few months, and you've never responded except with automated messages like the one you wrote. Now I'm supposed to write to you there to tell me what you want as further proof of ownership of my card.

non ho capito, come mai non potete dirmi qua cosa vi serve ancora dato che vi ho gia inviato diverse prove di quella carta sia qua sia via email e non ho ricevuto risposta? ho mandato in questi mesi 6 o 7 email li e non mi avete mai risposto tranne con messaggi automatici come quello che avete scritto e io ora dovrei scrivervi li per farmi dire cosa volete come ulteriore prova di titolarita della mia carta?

anyway I just sent yet another email now to Security@22bet.com asking what else is needed of my card to unblock my account

comunque ho appena mandato un ennesima email ora a Security@22bet.com chiedendo cosa ancora serve della mia carta per sbloccare il mio conto

As requested, I sent the invoice for the payment made to 22bet with my card in PDF format to:

to: security@22bet.com ,

romana.r@casino.guru

This is the third proof I'm sending that the card is mine

ho inviato in file pdf come richiesto la fattura del pagamento effettuato a 22bet con la mia carta a:

to:security@22bet.com,

romana.r@casino.guru

Questa è la terza prova che invio che la carta è mia

Thank you for the information.

We will wait for another update from you.

Regards,

Romi

They keep asking me for more documents and not telling me if the previous ones are ok so I always remain in this limbo

continuano a chiedermi altri documenti e a non dirmi se vanno bene i precedenti cosi rimango sempre in questo limbo

can you help me they still don't unblock me, I've had this complaint open for months I don't understand the point of it at the moment

potete aiutarmi continuano a non sbloccarmi, è da mesi che ce sto reclamo aperto non ne comprendo l'utilità attualmente

Good afternoon,

Unfortunately, we have not yet received a response regarding your payment method, which we mentioned earlier.

Please contact our support team so that we can resolve this issue as quickly as possible.

Dear user,

Have you done as the casino representative wrote, please?

I have a trust wallet and I have other wallets, I asked the casino which one they want to send them the screenshot of and they don't respond, I don't know what to do and then they continue to ask me for documents but without telling me if the previous ones have been accepted

ho un trust wallet e ho altri wallet, ho chiesto la casino quale vogliono di cui mandargli lo screen e non rispondono, non so come fare e poi continuano a chiedermi documenti ma senza dirmi se i precedenti sono stati accettati

The casino representative wrote this in the previous message:

"Please provide us with a photo of the bank card (both sides). The card number can be partially hidden—only the first 6 and last 4 digits should remain visible. On the backside, the CVC code should also be hidden. (Card ending **1464)."

As you are using a virtual card, don't hesitate to get in touch with our support team directly to explain this situation. They will advise you on how to proceed and help you complete the verification process."

I already sent that to them and now they're asking me for another document as I already told you in last week's message...

quella glielo gia inviata e ora mi stanno chiedendo un altro documento come gia vi ho detto nel messaggio di settimana scorsa...

Dear morganmorgan2,

We kindly ask you to cooperate with our support team. If you are requested to provide documents, please do so — these are necessary steps. Our support never asks for information without a valid reason.

yes the reason is that you are taking more time also because I keep asking you which of the used wallets you need the screenshot of (I have sent 3 emails in the last 5 days where I asked the support for this detail) but you continue to ignore me and simply reply that you want the screenshot

si il motivo è che prendete ulteriore tempo anche perche continuo a chiedervi di quale wallet di quelli usati vi serve lo screenshot ( ho inviato 3 email negli ultimi 5 giorni dove chiedevo al assistenza questo dettaglio ) ma continuate ad ignorarmi e a rispondere semplicemente che volete lo screenshot

Dear 22bet Casino,

Could you please provide more details to the question the user has asked so we can finally come to the end of all this?

Thank you.

Romi

I have provided more evidence of the closure of my coinbase wallet, as you can see from the answers you can see for the umpteenth time that they do not want to solve the problem, this kwc process is a farce and that's it and if I had sent them the screenshot of my coinbase wallet as they ask (which I can't do because it's closed) now the account would not be unlocked on the contrary they would certainly ask me for something else

ho fornito piu prove della chiusura del mio wallet coinbase, come vedete dalle risposte si puo notare per l'ennesima volta che non vogliono risolvere il problema , questo processo kwc è una farsa e basta e se gli avessi girato lo screenshot del mio wallet coinbase come chiedono ( cosa che non posso fare perchè è chiuso ) ora il conto non sarebbe sbloccato al contrario mi chiederebbero sicuramente altro

Dear morganmorgan2,

We would like to remind you that verification is a standard procedure based on our rules and security requirements, which you accepted upon registration. If you have any questions about verification, you should be addressed directly to the Security and Payments Department via email.

We have reconfirmed the case for you: at this stage, you are required to provide confirmation of your deposit. Specifically, please send the details of the exact wallet from which you made your deposit. Other wallets that were not used on the project are not relevant.

We would also like to remind you that if you sending multiple emails, your requests can automatically be moved to the end of the queue. This may cause a delay in receiving a response. Therefore, we strongly advise you to reply strictly to the questions asked and provide only the requested documents.

Casino guru, can you help me? It feels like I'm talking to them in live chat. Every time I unblock the situation and they approve a document, they ask me for a new one over and over again. I read online and it's a common practice with 22bet. Why do you review them so well? I'll review you too on Trust Pilot.

Anyway, I'm looking into reporting this to the remote location where these scoundrels have their license. Can you at least help me? Can you say something? This is absurd. I've been filing this complaint for months, and I only speak to them without any kind of support or protection.

casino guru ma voi mi potete aiutare ? mi sembra di parlare con loro in chat live.... ogni volta che sblocco la situazione e mi approvano un documento me ne chiedpono uno nuovo al infinito ho letto online ed è un a pratica comune di 22bet perche li recensite cosi bene? recensirò anche voi su trust pilot

Comunque mi sto informando per inviare una segnalazione al posto sperduto in cui hanno la licenza questi furfanti , voi almeno qua mi potete aiutare ? potete dire qualcosa n? tutto cio è assurdo sono mesi che ho aperto sto reclamo e parlo solo con loro senza alcun tipo di appoggio o tutela

Dear user,

Unfortunately, if you are unable to provide the document the casino has asked for, we are unable to help you.

Please tell us what the reason is the casino rejected the document you have provided.

Also, if you decide to make a formal complaint to the licensing authority, we will not be able to continue in solving this complaint of yours, as the licensing authority is above us.

Please let us know.

Best regards,

Romi

But I provided proof of wallet closure that the casino asks me for. How can I provide a screenshot if it's closed, and you're going along with this madness? This is crazy. In fact, the high score you were giving them was already strange...

ma ho fornito la prova di chiusura del wallet che mi chiedono al casino, come posso fornirgli uno screen se è chiuso , e voi li assecondate con questa follia? robe da matti, infatti gia era strano il punteggio alto che gli davate...

They are asking me for a screenshot which is impossible to obtain since the wallet (as proven with as many screenshots) is closed, so I am at a dead end.

mi stanno chiedendo uno screenshot impossibile da ottenere essendo il wallet ( come provato con altrettanti screenshot ) chiuso , sono dunque in un vicolo cieco

Dear user,

May I ask why the wallet is closed? Did you close it by yourself? Was it your initiative?

If you closed it by yourself and now you are unable to provide the history of your deposits, I am afraid we won't be able to help you out, unfortunately.

Please let us know why the wallet is closed.

Thank you in advance.

Respectfully,

Romi

Coinbase closed it for me but I had no money on it, what exactly do I still have to prove? How come after everything I've sent we're still here... It seems like just an excuse to me, I would have understood if they had asked for and approved my selfie + document in a couple of days but it took them months, there are a lot of people online and they all say the same thing, but you protect them and review them so well...

I provide everything that is asked of me but within the limits of my possibilities...

me l'ha chiuso coinbase ma non avevo soldi sopra, cosa devo provare esattamente ancora ? come mai dopo tutto quello che ho inviato siamo ancora qua... a me sembra solo un alibi , avrei capito se mi avessero chiesto e approvato selfie + documento in un paio di giorni ma ci hanno messo mesi , ce un botto di gente online e dicono tutti la stessa cosa , ma voi li proteggete e li recensite cosi bene...

fornisco tutto cio che mi viene chiesto ma nel limite delle mie possibilità...

Please try to concentrate on the document the casino has requested. It is proof of your deposit, which you made from the wallet you say is closed now.

Is it right that you have deposited by using this wallet?

If you are unable to provide it, I am not sure how you will be able to prove your deposit.

Respectfully,

Romi

Now I try to check all the wallets I used on my old phone and hope to find the transaction, but all this makes no sense and you keep ignoring the uncomfortable questions from what I see

ora provo a controllare tutti i wallet che ho usato sul mio vecchio telefono e spero di trovare la transazione , am tutto cio non ha senso e continuate ad ignorare le domande scomode da quello che vedo

Can I ask 22bet Casino to at least tell me exactly which transaction they're requesting verification for? I'm asking because they're either not responding to my email or ignoring my question. Can I at least have this information, or can you at Casino Guru also tell me that they can't verify my account?

posso chiedere qua al casino 22bet almeno di fornirmi esattamente riguardo a quale transazione chiedono questa verifica? chiedo qua perche via email continuano a non rispondere o a ignorare la domanda, almeno questa informazione posso averla o mi rispondete anche voi di casino guru che non posso verificare il conto...

Dear 22bet Casino,

Could you please be specific and tell us which wallet you need the proof of payment from?

As you can see, the player experiences some difficult times at remembering that. It would ease the process and help him hopefully find the requested document.

Thank you for your cooperation.

Respectfully,

Romi

Hello,

As mentioned earlier, we kindly ask the player to provide confirmation of their deposit made on June 29th for the amount of 10. Once we receive it, our team will be able to proceed with the verification.

I need the payment transaction string, or the wallet from which you received the money, thanks

mi serve la stringa di transazione del pagamento, oppure il wallet da cui avete ricevuto i soldi grazie

Dear morganmorgan2,

Please compare your wallets and the exact deposit time, then provide us with the deposit confirmation. Once we receive it, we’ll be able to review your case in detail and assist you further.

Thank you, 22bet Casino, for your cooperation.

Dear user,

Please find out which wallet you used to deposit in this casino and provide the requested document.

Thank you.

Respectfully,

Romi

Why don't you want to give me the payment transaction string, or the wallet you received the money from? I don't understand...

I remember using coinbase to deposit on your site, I'm in a dead end

perche non mi volete dare la stringa di transazione del pagamento, oppure il wallet da cui avete ricevuto i soldi ? non capisco...

io mi ricordo di aver usato coinbase per depositare sul vostro sito, sono in un vicolo ceco

Is this the warehouse? Check the schedule.

è questo il deposito? guardate l'orario

Dear user, I am really sorry if you are unable to remember which deposit method you used for the transaction of 10 euros from the 29th of June, and I really can't find a way to help you out anymore.

Could you perhaps check your account and find the information about that deposit?

I didn't understand, I provided a few days ago the screenshot of the deposit email in their favor with date and time but 22bet didn't answer me for a change

non ho capito, ho fornito qualche giorno fa lo screen del email del deposito a loro favore con data e orario ma 22bet non mi ha risposto tanto per cambiare

Hello morganmorgan2,

It seems we haven’t received the required documents from you. After our message on September 27 stating, "You should provide us with a confirmation of your deposit made on June 29 for the amount of 10," no further information was submitted.

Please provide the requested confirmation so we can proceed with the review.

I provided you with the screenshot of the transaction here and asked you if it was the correct one, you didn't answer before or now

vi ho fornito qua lo screen della transazione e vi ho chiesto se era quella corretta, non avete risposto ne prima ne adesso

Dear morganmorgan2, this matter should be handled directly through our support team, as they are best equipped to assist you. We kindly ask for your cooperation and prompt response to their requests so that your issue can be resolved as quickly and smoothly as possible.

Dear morganmorgan2,

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.

they keep telling me that I can't get a response here but they don't reply to me via email and you put a timer on me?

let me understand this is a public complaint and they say they only respond in private and then they ignore me and you agree with them, at this point your honesty fails, thanks for the help casino guru, what I wrote on October 21st on trust pilot is the truth

continuano a dirmi che non posso ricevere risposta qua ma via email non mi rispondono e voi mettete il timer a me ?

fatemi capire questo è un reclamo pubblico e loro dicono che rispondono solo in privato e poi mi ignorano e voi gli date ragione , a sto punto la vostra correttezza viene a meno , grazie del aiuto casino guru , quello che ho scritto il 21 ottobre su trust pilot è la verità

This is a complete farce. Can you tell me where to send the letter with the lawyer? I don't understand where these 22bet people have their license. Can you at least help me with that? Since I've provided screenshots and emails of the crypto deposit for two months, asking if it was the correct one, you've done nothing but ignore me.

questa è una farsa bella e buona , potete dirmi dove mandare la lettera con il legale , non capisco dove hanno la licenza questi signori di 22bet? mi potete aiutare almeno su quello? dato che in due mesi ho fornito screen e email del deposito in crypto chiedendo se fosse quello corretto e non avete fatto altro che ignorarmi

I sent a new email to a different department

ho mandato una nuova email ad un reparto differente

Dear user,

Thank you for the information.

Dear 22bet Casino,

Could you update us about this whole situation, please, so the user can get the answers from you?

Thank you.

Best regards,

Romi

Hello! Unfortunately, the player has not yet provided the requested document. We want to remind the player that communication regarding this matter is taking place in thread #5373940, where we are still awaiting the required document.

Thank you, 22bet Casino, for the update.

Dear user,

Please provide all the requested documents in order to move forward.

Thank you.

Respectfully,

Romi

You told me to send an email as I showed you with the previous live chat screenshot, so I promptly sent the email as per the screenshot on November 9th and obviously I have not received a response, this is a farce to avoid paying me, I have been asking for the transaction data for 2 months and it is not provided to me in any way, furthermore, since I have not used an exchange, I have no way of having you verify that 10 euro transaction! With the excuse that you need to verify that those 10 euros were mine, you do not pay me the winnings, and I remember that I had already withdrawn and you did not ask me anything in the past, why are you now looking for anything to verify my past? Absurd situation, I will send a letter with the lawyer, I have asked Casino Guru for help several times but they have done nothing, thanks

mi avete detto di inviare un email come vi ho mostrato con il precedente screen della chat live , ho quindi prontamente inviato l'email come da screen il 9 novembre e non ho ovviamente ricevuto risposta , questa è una farsa per non pagarmi sono 2 mesi che chiedo i dati della transazione e non mi viene fornita in alcun modo , inoltre non avendo usato un exchange non ho alcun modo di farvi verificare quella transazione da 10 euro ! con la scusa che dovete verificare che quei 10 euro erano miei non mi pagate la vincita , e ricordo che avevo gia prelevato e non mi avete chiesto nulla in passato , come mai ora invece state cercando qualunque cosa da verificare mia passata? situazione assurda manderò una lettera con l'avvocato , ho chiesto piu volte aiuto a casino guru ma non hanno fatto nulla , grazie

Dear 22bet Casino,

Please read what the user wrote and explain the situation to us.

Thank you in advance.

Respectfully,

Romi

Hello,

Unfortunately, our Security Department has not received any responses from the player for the past two months. We are still waiting for the confirmation regarding the last deposit.

Dear player, please let us know which email address you contacted and from which email you sent your message, so we can correctly verify the correspondence.

We will proceed with the case as soon as we receive the required information.

Dear 22bet friends, are you kidding? I provided two screenshots here in the public complaint almost two months ago...

I have no words, I keep repeating things over and over but they are totally ignored

I sent it with the same email I used to register and I wrote what your support told me in live chat, you are clowns and I will send a certified email to your regulatory body I promise.

I also asked you a question several times, but you didn't answer it: "Why did you let me withdraw money without any problems when I deposited and lost, but now that I've won, you've asked me for thousands of documents, blatantly refusing them many times, and slowing down the process indefinitely?" However, I provided you with everything (selfies, documents, and proof of residence) and now you point out that you absolutely have to verify a supposed deposit of 10 euros made by me ages ago, which cannot be verified because it didn't come from an exchange...

This is an alibi, an excuse for not paying me and I already understood it when after a month of sending you my identity document and entering your live chat to ask for explanations you told me that you had not received it... I must have sent it at least 30 times

When I verify (if possible) this very busy and very dangerous 10 euro transaction, will you ask me for something else? Will you ask me for a selfie again? Or maybe a video with the document, why not?

And then you'll take two months to verify it, taking more time? Do you think I'll abandon that money and give up? That's what you're hoping for. Just rereading your response to this very long complaint is enough to understand perfectly that you are doing everything you can to NOT verify my account. On the contrary, when I was losing and still WITHDRAWING part of my money, you did the opposite and didn't even ask me for my ID to verify that I was of age. CRAZY STUFF.

Casino guru if you agree with them you are sold out I'm sorry but it's the truth and I don't know what else to say, you propose yourself as a customer protection product I'm not sure at the moment and my review on trust pilot (I'm communicating with them to have it reactivated by providing the documents) is what I think (I invite you to reread the previous communications before replying to me please)

Good evening

Cari amici di 22bet ma state scherzando? Ho fornito ben 2 screenshot qua nel reclamo pubblico quasi 2 mesi fa...

Io non ho parole continuo a ripetere le cose al infinito ma vengono totalmente ignorate

Ho inviato con la stessa email che ho usato per registrarmi e ho scritto quello che mi ha detto la vostra assistenza in chat live , siete dei pagliacci e manderò una pec al vostro ente regolatore ve lo prometto.

Inoltre vi ho fatto piu volte una domanda a cui pero non avete risposto " come mai finche depositavo e perdevo mi facevate prelevare tranquillamente ora che ho vinto invece mi avete chiesto mille documenti rifiutandoli palesemente molte volte e rallentando il processo al infinito? " però io vi ho fornito tutto ( selfie documenti e prove di residenza ) e ora vi collegate al fatto che dovete per forza verificare un presunto deposito da 10 euro fatto da me una vita fa e che non puo essere verificato perche non proveniente da un exchange...

Questo è un alibi una scusa per non pagarmi e gia lo avevo capito quando dopo un mese che vi inviavo il mio documento di identita e entravo nella vostra chat live per chiedere spiegazioni mi dicevate che non lo avevate ricevuto... lo avro inviato una 30ina di volte almeno

Quando verificherò ( sempre se possibile ) questa impegnatissima e pericolosissima transazione da 10 euro mi chiederete qualcos'altro , mi chiederete dinuovo il selfie ? oppure magari un video col documento perche no?

e poi ci metterete due mesi a verificalo prendendo altro tempo? pensate che io abbandoni quei soldi e mi arrenda ? questo state sperando basta rileggere anche solo una vostra risposta in questo reclamo lunghissimo per capire perfettamente che voi state facendo di tutto per NON verificare il mio account al contrario quando perdevo e comunque PRELEVAVO parte dei miei soldi, voi facevate l'opposto e non mi avete chiesto neanche il documento di identita per verificare se ero maggiorenne , ROBE DA MATTI

Casino guru se date ragione a loro siete dei venduti mi spiace ma è la verita e non so che altro dire , vi proponete come prodotto in tutela del cliente attualmente non ne sono sicuro e la mia recensione su trust pilot ( sto comunicando con loro per farla riattivare fornendo i documenti ) è cio che penso ( vi invito a rileggere le comunicazioni precedenti prima di rispondermi perfavore )

Buona serata

Hello,

No, we are not kidding. The documents we requested are a standard and mandatory part of the verification process required by our internal procedures and regulatory obligations.

In your case, the request was very clear: provide proof of the deposit. Instead of submitting it to our verification team through the proper channel, you continue posting lengthy accusations here and repeating the same claims.

Let us remind you of the following:

• All documents must be sent directly to our verification department, not through this complaint thread.

• The casino has the right to request ID, proof of address, payment confirmation, selfies and any additional checks as part of standard KYC/AML procedures.

• Until you provide the required materials, we cannot complete the verification or proceed with the payout.

If you wish to continue the process, please submit the requested documents through the official channel.

We remain ready to proceed as soon as we receive the necessary documents.

Today, by chance, in addition to a slightly less formal and fake response from 22bet here in the forum, I also received, as shown in the screenshot, an email in response to the communication that they evidently chose to ignore for a whole month despite having been told to proceed in this way by one of their operators in live chat, as shown in the screenshot posted here in the complaint more than 3 weeks ago.

The problem is that instead of answering me and providing me with what I asked for, they asked for more documents again and it also makes me angry that they only answered me because evidently with my message written here in the forum a few days ago I was slightly provocative following their umpteenth vague communication and with the aim of exploiting this very famous KWC process (it was easier to enroll at university and I wonder why?).

I've attached the communication and the response below, which, as always, provides no solution and is intended to endlessly prolong the process. Please also remember that we're talking about a 10 euro deposit made with a wallet for which I've been requesting the payment string for three months, both via email and here, but without success.

Finally, I repeat the usual "awkward" question that you never answered. You wrote (The documents we requested are a standard and mandatory part of the verification process), but exactly mandatory for whom? For those few inconvenient players who have won? Why are they mandatory now and not when I deposited 200 euros, lost, and withdrew 100?

Casino guru please read the last three posts on this forum and give us feedback

Thank you and have a good evening

oggi casualmente oltre ad una risposta un po meno formale e finta da parte di 22bet qua nel forum ho ricevuto come da screenshot anche un email in risposta alla comunicazione che evidentemente hanno scelto di ignorare per un mese intero nonostante mi è stato detto di procedere cosi da un loro operatore in chat live come da screen messo qua nel reclamo piu di 3 settimane fa

Il problema è che al posto di rispondermi e fornirmi quanto chiesto hanno richiesto di nuovo altri documenti e inoltre mi fa arrabbiare che mi abbiano risposto solo perche evidentemente con il mio messaggio scritto qua nel forum qualche giorno fa sono stato leggermente provocatorio a seguito della loro ennesima comunicazione vaga e con l'obbiettivo di strumentalizzare questo famosissimo processo KWC ( è stato piu facile iscriversi al università e mi chiedo come mai ? ).

Allego qua sotto la comunicazione e la risposta che non fornisce alcuna soluzione come sempre e con lo scopo di allungare al infinito il processo, ricordiamo inoltre che parliamo di un deposito di 10 euro fatto con un wallet di cui chiedo la stringa del pagamento da tre mesi sia via email che qua ma senza successo.

Infine ribadisco la solita domanda "scomoda" a cui non avete mai risposto, avete scritto ( I documenti che abbiamo richiesto sono una parte standard e obbligatoria del processo di verifica ) ma esattamente obbligatoria per chi ? Per quei pochi giocatori scomodi che hanno vinto ? come mai obbligatori ora e non quando depositavo 200 euro e perdevo e ne prelevavo 100 ?

Casino guru vi prego di leggere le ultime tre comunicazioni di questo forum e fornirci un riscontro

Grazie e buona serata

I also want to say that I am aware that you at Casino Guru cannot force these scoundrels to end this drama to avoid paying me. In fact, next week I will send an official communication to their regulatory body even if this will cost me more than 100 euros. Despite this, I am morally obliged to proceed by sharing through this complaint my entire misadventure with this less than transparent company that evidently invents everything just to avoid paying a customer when he becomes a winner. On the contrary, a losing customer is not even asked for his identity document (I was never asked for it until I made that win before the block).

This way, whoever reads this complaint will think twice before making a deposit on 22bet

See you soon !

Voglio dire inoltre che sono consapevole che voi di casino guru non potete forzare questi furfanti a finirla con questo teatro per evitare di pagarmi infatti la prossima settimana manderò una comunicazione ufficiale al loro ente regolatore anche se questo mi costerà piu di 100 euro , nonostante cio sono moralmente obbligato a procedere col condividere tramite questo reclamo tutta la mia disavventura con questa società poco trasparente che evidentemente si inventa di tutto pur di non pagare un cliente quando diventa vincente al opposto un cliente perdente non gli viene neanche chiesto il documento di identita ( a me non è mai stato chiesto fino a quando ho fatto quella vincita prima del blocco )

In questa maniera chi leggera questo reclamo ci penseranno due volte prima di effettuare un deposito su 22bet

A presto !

Hello!

We have clarified the information with the team responsible for checking documents. Repeated requests are only sent when specialists need to clarify details or obtain a more accurate version of the document. This is a standard procedure and is only carried out when necessary.

If you have received an email request, it means that these documents are currently required to complete the verification process. Please reply to the email and send the required materials as specified in the request. We would also like to clarify that we can advise you on what is required, send you the necessary information, and explain the general procedure. However, we have no influence on the document verification process itself. This is handled by a separate department with extensive experience, and it is this department that makes the verification decisions.

Dear user,

Could you update us about your situation, please?

Respectfully,

Romi

What should I update you on? Have you read my last two messages? Did you see their response after a month just because I responded here in the complaint with a provocative message? How do I unblock my account if the other party is doing everything they can to prevent me from going through the KWC process? Can you read the previous 5 messages in this complaint?

romi di cosa vi devo aggiornare ? avete letto i miei ultimi due messaggi avete visto la loro risposta dopo un mese solo perche ho risposto qua nel reclamo con un messaggio provocatorio? come sblocco il mio conto se la controparte fa di tutto per non farmi superare il processo KWC... potete leggere i 5 messaggi precedenti di questo reclamo ?

Do you have all the screenshots shared by the undersigned with date and email address and with communication with their live chat published a month ago? Could you kindly read them and update me on this matter?

avete tutti gli screenshot pure condivisi dal sottoscritto con data e invio email e con comunicazione con la loro chat live pubblicati da un mese a questa parte, potreste leggerli e aggiornami a riguardo gentilmente?

Message from the casino:

"If you have received an email request, it means that these documents are currently required to complete the verification process. Please reply to the email and send the required materials as specified in the request. We would also like to clarify that we can advise you on what is required, send you the necessary information, and explain the general procedure. However, we have no influence on the document verification process itself. This is handled by a separate department with extensive experience, and it is this department that makes the verification decisions."

Have you done everything as they wrote here, please?

That is the update I was asking about.

They replied to me after a month asking me for my ID again, I didn't understand, you asked me to send it back to you, right?

This summer I sent it to him 30 times, what's the point of this complaint?

mi hanno risposto dopo un mese chiedendomi di nuovo il documento di identita, non ho capito mi avete chiesto di reinviargleilo giusto?

quest estate glielo inviato 30 volte , cosa serve questo reclamo?

Thank you for the update.

Dear 22bet Casino,

Could you tell us if there is anything that has to be sent, please?

Thank you in advance.

Best regards,

Romi

Yes, but that way they'll say I have to send proof of this damned 10 euro crypto payment...

Can you read the screenshot I posted regarding the live chat with their support? We're going around in circles and you're playing their game...

si ma cosi risponderanno che devo inviare la prova di questo maledetto pagamento in crypto da 10 euro...

potete leggere lo screenshot che ho messo riguardo alla chat live con la loro assistenza ? stiamo girando in torno e state facendo il loro gioco...

Dear user,

If you don't send everything that has been requested, your account won't be verified.

Dear Romi, I'm afraid you haven't read a word of this complaint, in any case I'm still waiting for a response after sending my ID as requested to this email

but they're ignoring me again

gentile romi temo che tu non abbia letto una parola di questo reclamo , in ogni caso sto ancora aspettando risposta dopo aver inviato il mio documento di identità come richiesto a questa email

ma mi stanno dinuovo ignorando

Dear user,

Perhaps you should stop accusing and start replying to all the questions in order for this complaint to finally come to its end.

Thank you.

Romi

Dear morganmorgan2,

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,
Romi
Casino.Guru

Hello all.

We have reopened this case as per the player's request.

Dear user,

Please update us about the situation.

Thank you.

Respectfully,

Romi

I provided proof to the casino of the wallet with which I deposited those 10 euros, it was my mexc account

ho fornito la prova al casino del wallet con cui ho depositato quei 10 euro, si trattava del mio account mexc

but they don't answer, as always it's not clear why they don't want to unblock me so as not to pay me obviously, I want to see now what they will invent to not unblock my account after 4 months that they say I have to verify my account by providing this proof of the deposit of 10 euros

ma non rispondono, non si capisce come sempre nulla perche non vogliono sbloccarmi per non pagarmi ovviamente , voglio vedere ora cosa si inventeranno per non sbloccarmi il conto dopo 4 mesi che dicono che devo verificare il mio account fornendo questa prova del deposito di 10 euro

Dear 22bet Casino,

Could you please have a look at this case and update us about the situation?

Thank you.

Respectfully,

Romi

Hello!

Dear morganmorgan2, the last message we sent to you contained a request to provide a verification selfie in line with our standard security procedure. Since then, we have not received any response or the requested documents from your side.

Once we receive the requested information, we’ll be happy to continue reviewing your case.

Good morning, so you're asking me for a selfie because you finally approved the crypto payment rights? So now I have to take selfies and where do I put them? When will this agony end? Why are you asking me for a selfie now after 5 months and what will you ask me afterward to not pay me? It's absurd that this mess guru allows all this...

They've been asking me for documents since this summer. I send them to them for a few months and they pretend they're not good, then it seems like they approve them and then obviously they ask for something else. Big mess, gurus, you rate them so highly!

Judging by all the other complaints you have on this site you are not very transparent I'm sorry to say but it's the truth now

buongiorno, quindi mi state chiedendo il selfie perche avete finalmente approvato la titolarita del pagamento in crypto? quindi ora devo fare dei selfie e dove devo metterli? quando finira quest agonia? perche mi chiedete il selfie ora dopo 5 mesi e dopo cosa mi chiederete per non pagarmi? assurdo che casino guru permetta tutto cio...

è da quest estate che mi chiedono documenti glieli giro per qualche mese fanno finta che non vanno bene poi sembra che li approvano e poi ovviamente chiedono altro, grandi casino guru che li valutate cosi ottimo !

a giudicare da tutti gli altri reclami che avete su questo sito siete poco trasparenti mi spiace dirlo ma ormai è la verita

Dear user,

Please try to cooperate with the casino as much as possible and provide all the requested documents.

Thank you in advance.

Respectfully,

Romi

Can they at least reply to me and tell me if they've verified the previous proof of ownership of my wallet? Otherwise, after I send the selfie, they'll ask me for it, and you let them do it...

almeno possono rispondermi e dirmi se hanno verificato il precedente documento di prova della titolarita del mio wallet? altrimenti poi dopo che ho mandato il selfie me lo richiedono e voi li lasciate fare...

I sent the selfie to the casino and I'm waiting for a response... why don't you reply to my last message and it tells me that you are waiting for a response here in the forum?

ho inviato il selfie al casino sto aspettando una risposta... perche non mi rispondete al ultimo messaggio e mi dice che aspettate una risposta qua nel forum?

Thank you for your update.

We will now wait for more news from you.

Best regards,

Romi

still nothing they don't answer

ancora nulla non rispondono

Dear 22bet Casino,

Please update us about this case.

Thank you.

Regards,

Romi

Hello,

Our colleagues have informed us that the photo player submitted was compressed and of low quality, which is why it cannot be accepted for verification.

Please resend a clear, high-quality photo, exactly as our team requested by email, so they can proceed with the review.

Thank you, 22bet Casino, for the update.

Dear user,

Please do as the casino requested and inform us about the situation whenever possible.

Thank you.

Best regards,

Romi

I sent another selfie with the PC display on Friday, but nothing so far

ho mandato un altro selfie con il display del pc venerdi, ma nulla per ora

Thank you.

Whenever you have an update, please let us know.

Regards,

Romi

Dear morganmorgan2,

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.

??? They are the ones who don't answer

OK, close the complaint anyway, you continue to ignore me, I've been writing for months and you don't care about casino guru, you let them do what they want, this is a farce

??? sono loro che non rispondono

vabe chiudete il reclamo tanto continuate ad ignorarmi sono mesi che scrivo e ve ne fregate voi di casino guru , gli lasciate fare quello che vogliono questa è una farsa

Dear 22bet Casino,

Please inform us in what state this case is, as the player has requested the closure of the complaint.

Thank you.

Best regards,

Romi

Hello,

We are currently awaiting an update from our relevant team regarding the player’s status.

As soon as we receive the necessary information, we will provide you with a detailed response.

Close the complaint, it's useless. They haven't even told me yet that proof of ownership of this summer's wallet is valid. This is a farce. I'll go to a lawyer and review the service as a waste of time and a scam that protects the casino by playing its game, as can be clearly seen from the dozens of communications I've written that have been ignored by both parties.

chiudete il reclamo è inutile , neanche ancora mi hanno detto che va bene la prova di titolarità del wallet di quest estate questa è una farsa vado con legale e recensirò il servizio come una perdita di tempo e una fregatura che tutela il casino facendo il suo gioco come si puo ben notare dalle decine di comunicazioni che ho scritto ignorate da entrambe le parti