22bet Casino - La verificación de la cuenta del jugador se ha retrasado.

I have been playing on 22play88.com and was requested to complete KYC verification. I fully submitted all required documents (government ID, birth certificate, phone contract, utility bills, etc.).

Several weeks have now passed since submission. I contacted their security team several times, and they keep replying that my verification is still "under review" but provide no timeframe or resolution. My account balance remains frozen.

I have fully cooperated with the verification process and simply request that my verified balance be released and my account resolved.

If needed, I am able to provide the full email thread with the casino’s security team, showing my communication, the documents submitted, and their repeated responses stating that my verification is still under review.

Please feel free to contact me if you require any of these documents or correspondence to assist with the complaint.

Thank you for your assistance.

Dear 7gv4fswbst,

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 did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have any of the documents been approved?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

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, 

Natalia

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.

Dear Natalia,

Thank you very much for your reply.

I fully understand the importance of the KYC process and have cooperated completely from the beginning. Please find the answers to your questions below:

✅ I have submitted the following documents:

Government-issued photo ID

Birth certificate

Phone contract in my name

Utility bill / proof of address

✅ The last document was submitted on June 10

✅ All documents were sent in the correct format and without delay

✅ The casino has not confirmed whether any documents were approved

✅ I mainly played live casino games

Since submitting all documents, I have not received any meaningful response for several weeks. I have no intention to continue playing — I only respectfully request that my verified balance be released after completing the KYC.

Thank you for your support. I’m happy to provide any additional details if needed.

Kind regards,

Thank you very much for your reply, 7gv4fswbst. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you for the email, 7gv4fswbst. Can you please specify the issue with your mobile phone number ownership? Please explain what you meant by a family mobile plan? Did you use a phone number that is registered in your mother's name to create an account in the casino?

Dear Natalia,

Thank you for your message.

To clarify: the mobile phone number I used is part of a family package registered in my mother’s name, but I am the sole user of both the number and the casino account.

My mother allowed me to present her ID as part of the verification, and I have already submitted it along with the phone contract. I’ve had full access to the number for a long time, and it’s used exclusively by me.

Please let me know if you need anything else.

Dear 7gv4fswbst, do I understand correctly that each member of the family has their own mobile phone number, but the contract is signed by your mother? Can you please specify if your name is also mentioned in the contract for this family package plan?

Additionally, do you know if your mother doesn't have an account at the casino?

Dear Natalia,

Yes, that’s correct — our family has a two-person mobile package shared between my mother and me. The main contract is in my mother’s name, but each of us has our own number. The number I used for the casino account is used exclusively by me, and has been for a long time.

While my name does not appear on the contract, I have full access to the billing — the provider sends the bills directly to me, and I am the one responsible for paying them. However, as part of the plan, my mother’s name is listed on the bills, which is why I submitted her ID with her full approval during the verification process.

To my knowledge, my mother has never been involved with any online or live casino, and I am certain she does not hold any online casino accounts anywhere in the world. The account in question is entirely mine — created, managed, and used only by me.

I appreciate your help in getting this issue resolved and I’m happy to provide any further information if needed.

Thank you very much, 7gv4fswbst, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you 7gv4fswbst for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 22bet Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help resolve this issue.

Thank you!

Good day,

The player is currently undergoing the verification process, which is still in progress. We understand the importance of a timely resolution and appreciate your patience. As soon as we receive any updates or the process is completed, we will get back to you without delay. Thank you for your understanding.

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

Dear 7gv4fswbst,

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,

Peter