22bet Casino - La cuenta del jugador ha sido bloqueada para verificación.

I've had an active account with 22bet for quite some time and never faced any issues but, last week, I logged in to find my account blocked without any prior notification. I am unable to place bets. I contacted the support chat on the app and was told my account was locked for account verification. I was requested to send pictures of my ID card, a bill in my name from the last 3 months, and the corresponding payment. I submitted all the requested documents but my account remains blocked. The responses to my emails always state the same thing - that I'll be notified to wait. From what I've read, this seems to be a common practice and customers often encounter difficulties in getting their accounts back to normal operation. I would like for this issue to be resolved so that I can use my account as usual.

Tenho conta ativa na 22bet há imenso tempo, nunca tive qualquer tipo de problema mas, na passada semana, entrei na mesma e estava bloqueada e não tinha qualquer notificação. Não me deixa fazer apostas. Contactei o chat de apoio na app e disseram-me que a conta estaria bloqueada para verificação de conta. Foi-me pedido que enviasse fotos do meu cartão de cidadão, uma conta em meu nome dos últimos 3 meses e o respetivo pagamento. Enviei toda a documentação solicitada e até hoje a conta continua bloqueada e respondem-me sempre o mesmo aos email que envio (que vou ser notificado para esperar). Pelo que fui lendo por aqui é uma prática comum e os clientes têm dificuldades em voltar a recuperar o normal funcionamento da mesma. Gostava que esta situação se resolvesse, permitindo o meu uso normal da minha conta.

Dear ncpp, 

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 please advise when exactly you sent your identity documents for verification?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with the casino regarding your 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

Good morning. After some insistence in the support chat and via email, the situation was resolved. Thanks!

Bom dia. Depois de alguma insistência no chat de apoio e via email a situação foi resolvida. Obrigado!

Dear ncpp,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru