22bet Casino - Hráč má potíže s dokončením ověření KYC.

Good Morning,

This casino has withheld my money and asks me for documentation to be able to withdraw. Is this normal? Will there be a problem?

Thanks.

Buenos días,

Este casino tiene retenido mi dinero y me pide documentación para poder retirar. Es esto normal? Habrá algun problema?

Gracias.

Dear Xema,

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. None of the licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino. Xema, please provide the necessary documents in the best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Please, could you advise if there is any list of documents that have been requested by the casino to complete verification? You can forward any relevant communication to my email address: petronela.k@casino.guru. Looking forward to hearing from you.

Best regards,

Petronela

Good Morning,

When I tried to withdraw my money, it was denied and the indicated reason was documentation. I contacted customer service and they told me that I should send a photo of my ID on both sides. The problem is that months ago they asked me for this documentation, I sent it and did not get any kind of response. I make this complaint because I have seen that 22bet has bad reviews and a very bad payment history, so I fear the worst. I have resubmitted the requested documentation and I am awaiting a response. Comment that I had already made withdrawals of 22 bets without problem in the day, but now this happens to me.

Buenos días,

Al intentar realizar la retirada de mi dinero, esta fue denegado y el motivo indicado fue documentación. Me puse en contacto con atención al cliente y me comentaron que debía enviar una foto de mi DNI por ambos lados. El problema es que hace meses ya me solicitaron esta documentación, la envié y no obtuve ningún tipo de respuesta. Hago esta queja porque he visto que 22bet tiene malas resenas y un muy mal historial de pago, por eso me temo lo peor. He vuelto a enviar la documentación solicitada y estoy a la espera de respuesta. Comentar que ya había realizado retiradas de 22 bet sin problema en su día, pero ahora me ocurre esto.

I fully understand your frustration, Xema. If your account has been verified a long time ago it is nothing unusual to request the documentation again.

I will set the timer for additional 7 days and if there’s no development by Monday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Good Morning,

I have contacted an advisor and they have told me that they have not received any messages when I have sent them. They tell me that this is because my email is from a hotmail domain and not gmail, and that I have to change my domain from hotmail to gmail. It doesn't make a lot of sense from my point of view.

Then they tell me that when I changed my domain, I sent them a screenshot of the message I had sent ...

Buenos días,

Me he puesto en contacto con un asesor y me ha comentado que no han recibido ning´´un mensaje cuando los he enviado. Me dicen que esto se debe a que mi correo es de dominio hotmail y no gmail, y que debo cambiar mi dominio de hotmail a gmail. No tiene mucho sentido desde mi punto de vista.

Entonces me comentan que cuando haya cambiado de dominio mi correo les envié una captura con el mensaje que había enviado...

Good Morning,

I update the information regarding the case:

They have asked me for all kinds of photos of my documentation to verify my account (ID, bank card and account statement). Which I have been sending.

At one point, I've been asked this: You should send us photos of utility bills for the last 3 months (eg payments for gas, water, electricity). Your name should be seen on it.

You may also provide us with the photo of the bank statement where your name and your address are seen.

The point is that I do not have public invoices in my name, so I have sent the bank account statement and two receipts for insurance and gym.

I'm afraid they won't accept my documentation. For my part, I do my best to collaborate with them.

I will continue to report on it.

Buenos días,

Actualizo la información referente al caso:

Me han pedido todo tipo de fotos de mi documentación para verificar mi cuenta ( ID, tarjeta bancaria y extracto de cuenta). Las cuales he ido enviando.

En un moment dado, me han pedido esto: You should send us photos of utility bills for the last 3 months (e.g. payments for gas, water, electricity). Your name should be seen on it.

You may also provide us with the photo of the bank statement where your name and your address are seen.

El tema es que no tengo facturas públicas a mi nombre, por lo que he enviado el extracto de la cuenta bancaria y dos recibos referentes a seguros y gimnasio.

Temo que no me acepten la documentación. Por mi parte hago todo lo posible para colaborar con ellos.

Seguiré informando al respecto.

Hello good,

Comment that they have validated the documentation and I have managed to withdraw the money.

The case can be closed.

Thanks for your cooperation.

Buenas,

Comentar que han validado la documentación y he conseguido retirar el dinero.

Se puede dar el caso por cerrado.

Gracias por vuestra colaboración.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Xema, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru