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Good morning. A couple of days ago I deposited € 50 on this casino. After depositing, I find that the account was inactive for security checks. I have sent my documents and photos of the card used to deposit. Then, they asked me for a pdf signed by the bank that contained my name, the transaction made on their website and the card number. The problem is that my card is a prepaid card that I bought at a SISAL point. It doesn't have my name printed on it. Sisal does not issue any documents as requested. I have sent the screenshot of the phone showing the movement but for them it is not enough. The customer service at this casino does not cooperate and their only continuous response is: The Security department is waiting for the requested document. No communication possible.

Buongiorno. Un paio di giorni fa ho depositato 50€ su questo casino. Dopo il deposito vengo a scoprire che il conto era inattivo per verifiche di sicurezza. Ho inviato i miei documenti e le foto della carta usata per depositare. Poi, mi hanno chiesto un pdf firmato dalla banca che contenesse il mio nome, la transazione effettuata sul loro sito ed il numero della carta. Il problema è che la mia carta è una prepagata che ho acquistato in un punto SISAL. Non ha il mio nome stampato sopra. Sisal non rilascia nessun documento come mi è stato richiesto. Ho inviato lo screenshot del telefono dove si vede il movimento ma per loro non è abbastanza. Il servizio clienti di questo casino non collabora e l’unica loro risposta continua è: The Security department is waiting for the requested document. Nessuna comunicazione possibile.

Dear Marco,

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

Do I understand correctly that verifying your deposit payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The problem is not to collect a win. I have deposited and the deposit money is blocked in the account. I sent my ID documents and the front and back photo of the card I used. They ask me for a pdf issued by a bank which clearly shows my name, card number and deposit movement on their site. I cannot have this document because the card is a prepaid sisal activated in a tobacconist. I called sisal customer service and they told me they can't issue such a document.

Il problema non è riscuotere una vincita. Io ho depositato e i soldi del deposito sono bloccati sul conto. Ho inviato i miei documenti d’identità e la foto fronte retro della carta che ho usato. Loro mi chiedono un pdf rilasciato da una banca dove si vedano chiaramente il mio nome , il numero della carta e il movimento del deposito sul loro sito. Questo documento non lo posso avere perché la carta è una sisal prepagata attivata in un tabaccaio. Ho chiamato il servizio clienti sisal e mi hanno detto che non possono rilasciare un documento del genere.

I understand now. Could you please forward any relevant communication and the payment receipt to petronela.k@casino.guru? Thank you very much in advance.

Thank you very much, Marco, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask 22bet Casino to join us and help us resolve the player's issue.

Thanks for your help. I think at this point the only thing I want is to close the account. I have no interest in continuing to use 22bet. Could you help me request immediate account closure? Thank you

Grazie per l’aiuto. Credo che a questo punto l’unica cosa che voglio è chiudere il conto. Non ho nessun interesse a continuare a usare 22bet. Potrebbe aiutarmi a richiedere l’immediata chiusura del conto? Grazie

Dear Marco,

Did you receive back at least your deposited money? Is your account verified already? Also I would like to ask you if you wish to close your account you will have to write directly to the casino's support to do it. Please let us know about your next step so we will know the status of this complaint.

I have not received anything back. The support has already informed me that if I do not finish the card verification procedure I will not be able to withdraw or have the deposit back. They do this with everyone. The web is full of complaints for the same reason from many users. They make a deposit and then block the account with 1000 stupid reasons. This was my second deposit. I don't want to have anything to do with them anymore. I just ask you kindly to notify as many people as possible. Thank you

Non ho ricevuto indietro niente. Il supporto mi ha già comunicato che se non terminerò la procedura di verifica della carta non potrò ne prelevare ne avere indietro il deposito. Fanno così con tutti. Il web è pieno di reclami per lo stesso motivo da parte di tanti utenti. Fanno depositare e poi bloccano il conto con 1000 motivi stupidi. Questo era il mio secondo deposito. Non voglio più avere niente a che fare con loro. Ti chiedo solo gentilmente di avvisare più persone possibili. Grazie

Dear Marco,

From previous experience I could say that you would most likely receive your winnings if you would sent all the requested documentation to the casino. However, the decision is completly up to you. Are you sure you want to close the complaint? Isn't there anything else we can help you with?

Maybe I did not say it clear enough. What does it mean "if I had sent all the required documentation" ?????? IT'S IMPOSSIBLE!!!! I feel like I'm talking to the walls. What they ask for are documents that the issuer of the card does not RELEASE THEM! I contacted you just to explain this! Do I make them myself ???? I make a fake pdf with all the data they ask for ????? Do you know what SISAL is? It is not a bank. It is an Italian betting center that also issues prepaid cards. I bought it from a tobacconist. They do not give any bank statements, they have no offices, there is no possibility of having my name next to the card number. An honest casino would not have made me deposit BEFORE verification !!! However, 50 € does not change my life. I don't want to hear about them anymore.

Forse non mi sono spiegato bene. Cosa vuol dire "se avessi inviato tutta la documentazione richiesta"?????? È IMPOSSIBILE!!!! Mi sembra di parlare con i muri. Ciò che loro chiedono sono dei documenti che chi ha emesso la carta non LI RILASCIA!Vi ho contattato proprio per spiegarvi questo! Me li creo io???? Faccio un pdf falso con tutti i dati che chiedono????? Sapete cos’è SISAL? Non è una banca. È un centro scommesse italiano che rilascia anche carte prepagate. Io l’ho comprata da un tabaccaio. Non danno ne estratti conto, non hanno uffici, non c’è possibilità di avere il mio nome vicino al numero della carta. Un casino onesto non mi avrebbe fatto depositare PRIMA della verifica!!!Comunque, 50€ non mi cambiano la vita. Non voglio più sentirli nominare.

Another thing. You write me: "you would receive your winnings" ..... but what winnings !!!!!!!! Now I understand that you have not read even one of my messages. Thanks anyway. I ask you not to send me any more emails or notifications

Un’altra cosa. Mi scrivi:"riceveresti le tue vincite"..... ma quali vincite!!!!!!!!Adesso ho capito che non hai letto neanche uno de miei messaggi. Grazie lo stesso. Ti chiedo di non mandarmi più mail o notifiche

Dear Marco,

Verification is usualy follwed by withdrawal request - even thou you mentioned it's not about receiving your winnings, we always assume that the main reason to verify is to process a withdrawal. On the other side I don't find it hard to explain it to a casino that the payment was not made by a bank. If you used a prepaid card you could simply have sent them the bill you received when you were buying it. The complaint will be now closed on the player's request.