22bet Casino - Hráč zažívá nekonečnou ověřovací smyčku.

I have been exchanging emails with the person in charge since November 15th to withdraw money, but I do not understand.

The 22bet representative first asked me for my face, passport, and email - in one photo.

Three days after submission, a utility bill for three months was requested.

"payment statement printed from the Korea Electric Power Corporation website" was submitted.

Two days after submitting, they asked me for both the front and back of my driver's license.

3 days after submission, a resident registration card is now requested.

I don't understand. They are intentionally delaying my withdrawal.

Driver's license = Resident registration card = Passport. They are all identical ID cards.

I have verified all my identity (personal details, address, etc.).

I asked them to provide me with a compelling reason for asking for a national ID card, but they told me: "Company management may, at its discretion, ask bettors for documentation verifying their identity or any other data they have provided (e.g. passport details, residential address). Not only that, but you can cancel your payment until all of those details are confirmed." I don't understand.

Dear lugianet, 

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. The casino is also eligible to request additional verification documents if necessary.

Could you please advise which of your documents have already been approved by the casino?

Is the proof of residence the only document that is missing from your verification? Have you provided this document to the casino already, or not yet?

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

I don't know which documents were approved.

These are the documents I have submitted so far.

1. Passport (with selfie)

2. Driver's license (front and back)

3. bills for the last 3 months

They are not asking me for proof of residence, but for a "national ID card".

Have you provided the casino with your national ID card as requested? Please keep in mind that the casino is eligible to request additional identity documents if necessary.

Moreover, kindly forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Thank you.

My ID is my driver's license. I lost my resident registration card. In Korea, identity is verified with a driver's license or resident registration card. You only need one of the two.

Thank you very much, lugianet, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi lugianet,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 22bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what documents have already been approved and what are the reasons for asking for the national ID card? According to the player, they don't have such a document in their possession, however, they have provided you with two other documents that can serve as alternatives for verifying their identity.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello! We kindly ask the respected player to pay attention to the necessity of providing a document proving his identity via the Security Service e-mail. To ensure the security of the process, we would like to recommend sending a photo of the document (passport or ID card) in high quality, where all details are visible. Your cooperation in this matter will be precious to us. Thank you for your understanding and assistance in maintaining the security of our gaming community.

Thank you for the reply, 22bet Casino.

Dear lugianet, could you please try to send your passport photo again to the security service email of the casino? According to the casino representative, the quality of the photos could have been not good enough. So I'd suggest you try to take some new photos, please check if the lighting is good and all the details are visible.

Feel free to send the photos to my email address as well (natalia.b@casino.guru), so that we could evaluate the quality independently from the casino.

Best regards,

Natalia

Thank you.

I received permission to withdraw money by authenticating with my new passport photo + code + selfie.

Thank you for the updates, lugianet. I'm glad to hear that you passed KYC and were able to request a withdrawal.

Can we consider your complaint to be resolved or would you like us to keep it open until you confirm receiving the money from the casino?

Funds have been transferred I will close my complaint. thank you

Dear lugianet,

Thank you for the confirmation. I'm glad to hear that your issue has been resolved successfully and 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,

Natalia

Casino.Guru