22bet Casino - Проверката на акаунта на играча се забавя и достъпът до средства е ограничен.

I initially contacted 22Bet’s Security Department from my @libero.it email address, which was the email connected to my account, and sent them my ID and the information requested for verification. I followed up several times but did not receive an answer.

I then contacted 22Bet through their live chat. I was informed that emails from the @libero.it domain might not be received and was advised to use another email address. Following their instructions, I contacted the Security Department from a newly created @gmail.com address that was not originally linked to my 22Bet account.

Because they would only communicate with the email registered on the gaming account, they required me to change my registered email address. To do this, I had to provide a new verification photo showing myself holding my ID and a handwritten paper containing my old @libero.it address, the new @gmail.com address, a statement confirming the data change, my signature and the current date. I complied with this request. When they subsequently asked for better-quality images, I provided them again.

After this, I explained that I simply wanted to complete verification so that I could withdraw my funds. They then requested photographs of the bank card used for deposits. I explained and demonstrated that this is a virtual/digital SumUp card, so there is no physical card to photograph, and I provided a screenshot showing the virtual card.

They then requested a bank statement for the card showing the card number, holder’s name, transactions connected to my gaming account and other information. I obtained and sent them the available SumUp bank statement in PDF format, including the relevant transactions.

After I provided this document, their Security Department replied with the unexplained request:

"Provide password."

This was extremely concerning to me. They were asking me for a password after I had already provided extensive identity and financial documentation. I questioned why they were asking for my account password and did not provide my private login credentials.

The verification process then continued without resolution. They again requested a bank statement and later stated that they needed to see a particular bank card number on the statement. I explained that the transactions match and that my bank does not provide a statement in the exact form they are demanding. I asked them to tell me what alternative evidence I could provide, but instead of proposing a solution, they repeatedly responded that the information had already been provided earlier in the email thread or that no further action was possible without the requested files.

At this point, I have provided everything reasonably available to me and have actively tried to cooperate with every stage of their verification process. I provided my ID, verification photographs, the information necessary to change the registered email, proof of my virtual card, a bank statement and evidence of the relevant transactions.

Nevertheless, 22Bet is not collaborating with me to find a practical way to complete the verification. When I explain that a particular document or format is not available from my financial provider and ask what alternative evidence I can submit, I am not given a meaningful alternative that would allow me to move forward.

I currently have approximately €350 that I need to withdraw from my 22Bet account, but this unresolved verification process is preventing me from accessing my funds. I have repeatedly demonstrated that I am willing to verify my identity and payment method, yet I am still unable to proceed.

I am therefore asking Casino Guru to intervene and help me obtain a reasonable resolution, so that 22Bet either accepts the evidence I have already provided or gives me a realistic alternative verification method that I can actually satisfy, and then allows me to withdraw my approximately €350 balance.

I would also ask Casino Guru to pay particular attention to the Security Department’s request for a password, which I consider a very serious security issue. I do not believe a customer should be expected to provide private account passwords or login credentials as part of a verification process.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 22bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm whether the casino wasn't asking for the password to the bank statement you provided?
• Was the bank statement password-protected?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello thank you for the support.

pdf had no password, but trying to access it seems difficult so yes it may be a misunderstanding, nonetheless I asked about it but it was not mentioned no more why and what password was asked.

the current bank statement is not password protected

Dear USERNAMEPUBLIC,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear USERNAMEPUBLIC,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 22bet Casino representative to join this conversation.

Dear 22bet Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear USERNAMEPUBLIC,

Could you please kindly confirm the current email address associated with your account so that we can verify the details on our side?

Dear USERNAMEPUBLIC,

We will be waiting for the confirmation of your email.

Dear 22bet Casino,

Would you be able to locate the player's account?

Dear USERNAMEPUBLIC,

Our colleagues have requested a bank statement for a specific card. However, the document you are currently providing relates to a different card.

Please send the statement for the exact card requested so the verification can proceed.

Hello

I had to find out the information alone, your support was not helpful!

i sent you the screenshot of the transaction and at the same time requested a statement from the card app, since it is not available inside it.

if I cannot produce it shortly can’t we proceed differently, I do have access to the app of the card and it has my data on it.

Dear USERNAMEPUBLIC,

Please note that we are not Customer Support. If our colleagues have requested a statement for a specific card, please provide the statement for that exact card so they can continue reviewing your case.

Thank you for your cooperation.

Dear USERNAMEPUBLIC,

Please notify me, when you will be able to submit the requested document. If it gets rejected again, feel free to forward it to [email protected].

Thank you.

Dear 22bet Casino,

Can you please check player's issue, and suggest alternative solution if it would be possible?

Thank you.

Dear USERNAMEPUBLIC,

Our colleagues have requested a screenshot from your online banking showing the details of the specific card in question together with the cardholder’s information.

Please provide this document to the relevant team so they can continue reviewing your case.

Thank you for your cooperation.

Dear USERNAMEPUBLIC,

Please notify me, when you will be able to submit the requested documents.

I shared everything. I am under review, they should let me know by email soon.

Hello USERNAMEPUBLIC,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear USERNAMEPUBLIC,

Can you please confirm, if you have received any update in your withdrawal or verification process?

Thank you.