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Good afternoon,

After making earnings in the order of € xxxx and after going through an account verification process about 15 days ago (successfully), when I was going to withdraw the amount, I had a message to send to email for the security team on January 4th. So I did, since then I have exchanged more than 30 emails with the security team and always provided all the information requested. All bank statements from the year 2020, proof of movements, identification, everything. What happens is that I feel that they are delaying the situation and are already asking me for repeated things, that is, they ask me for information that has already been provided previously (in these 2 days). I have no problem with the house and I comply with all terms and conditions. It is serious that they do not want to pay and do not unlock the withdrawal options.

What do you advise to do in this case?

Greetings,

Boa tarde,

Após ter obtido ganhos na ordem dos xxxx€ e depois de ter passado por um processo de verificação de conta há cerca de 15 dias atrás (com sucesso) , quando ia fazer um levantamento do montante, tinha uma mensagem a dizer para enviar e-mail para a equipa de segurança, no dia 4 de janeiro. Assim o fiz, desde então troquei mais de 30 emails com a equipa de segurança e forneci sempre toda a informação pedida. Todos os extratos bancários do ano de 2020, comprovativos de movimentos, identificação, tudo. O que acontece é que sinto que eles estão a protelar a situação e já me pedem coisas repetidas, ou seja, pedem-me informação que já foi fornecida anteriormente (nestes 2 dias). Não tenho qualquer problema com a casa e cumpro todos os termos e condições. É grave não quererem pagar e não desbloquearem as opções de levantamento.

O que aconselha a fazer neste caso?

Cumprimentos,

Dear JoaoRodrigues_1893,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note, sometimes the casino can require additional verification, and this isn’t unusual. Have you received any confirmation from the casino regarding the first successful KYC verification? Do I understand correctly that you’ve submitted all the required documents the second time they were requested?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Yes, I have an email on the 22nd of December confirming that the verification was successful and since then until the 4th of January I have been processing deposits and withdrawals without any problem. Yes, I sent correctly everything that was requested, being asked at times and several times the same type of documentation. I can't find a solution to this, I feel that they don't want me to unblock withdrawals without any reason.

I sent the email / documentation exchanges I had with security to your email.

Greetings,

Cara Kristina,

Sim, tenho um email no dia 22 de dezembro a confirmar que a verificação tinha sido bem sucedida e desde então até ao dia 4 de janeiro tenho processado depósitos e levantamentos sem qualquer problema. Sim, enviei corretamente tudo aquilo que foi solicitado sendo que me pediram em alguns momentos e várias vezes o mesmo tipo de documentação. Não encontro solução para isto, sinto que não me querem desbloquear os levantamentos sem qualquer motivo que o justifique.

Enviei para o seu email as trocas de emails/documentação que tive com a security.

Cumprimentos,

Thank you very much for your reply and email. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon

Dear JoaoRodrigues_1893,

I looked at your complaint and the communication with the casino you forwarded. I’m sorry to hear that you have been experiencing complications verifying your account. I will try my best to resolve your case.

I would like to invite 22bet Casino into this conversation.

Dear 22bet Casino,

Can you please clarify why the screenshots of the player’s deposit transactions (15/12/2020 - 6/01/2021) haven’t been accepted? In addition, can you please specify what information exactly does the player need to provide?

Dear Andrey,

In the meantime, I sent the bank statement officially, requested exclusively for that purpose and stamped with the movements related to those dates and at the moment they say that they are analyzing, as they have said numerous times, this issue continues to delay and is causing serious disorders. In my opinion there is a clear attempt to delay withdrawals to see if I bet and spend everything, but I will not make any changes to my account until this situation is resolved. If you need these talks yesterday, I can send it to you. I just need you to provide me with your email to send the conversations as well as the attachment.

Greetings,

John ***

Caro Andrey,

Entretanto enviei o extrato oficialmente do banco, pedido exclusivamente para o efeito e carimbado onde constam os movimentos relativos a essas datas e neste momento dizem que estão a analisar, como já disseram inúmeras vezes, esta questão continua a protelar-se e está a causar graves transtornos. No meu entender existe uma tentativa clara de atrasar os levantamentos a ver se aposto e gasto tudo, mas não vou fazer qualquer movimento na minha conta até que esta situação fique resolvida. Se necessitar destas conversações realizadas no dia de ontem, posso enviar-lhe. Preciso apenas que me forneça o seu email para lhe enviar as conversas assim como o anexo.

Cumprimentos,

João ***

Dear JoaoRodrigues_1893,

Thank you for the update! You can forward any relevant communication with the casino to my e-mail address andrej.p@casino.guru. Please keep us posted here on any development regarding this issue.

Dear Andrey,

I have already sent yesterday's developments to your email.

Thanks.

greetings

Caro Andrey,

Já enviei para o seu email os desenvolvimentos do dia de ontem.

Obrigado.

Cumprimentos

Dear JoaoRodrigues_1893,

I checked all the messages you forwarded. I’m glad there seems to have been some progress in your case. We are still waiting for an answer from the casino representative. In the meantime, please keep us posted here.

Andrey,

New developments and sent to your email.

Greetings,

John ***

Andrey,

Novos desenvolvimentos e enviei para o seu email.

Cumprimentos,

João ***

Dear JoaoRodrigues_1893,

Has there been any new progress regarding this issue? Have you provided the information the casino requested from you?

We would like to ask 22bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Yes, I sent everything and sent the selfie they requested, according to the requirements. I've been waiting for them to validate since Tuesday ...

Sim, enviei tudo e enviei a selfie que eles solicitaram, de acordo com os requisitos. Estou à espera que validem desde terça-feira...

They already paid.

thank you so much

Ja pagaram.

muito obrigado

Dear JoaoRodrigues_1893,

Thank you for using the Casino Guru complaint resolution center. We are very glad to hear that your issue has been resolved! We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards

Andrej