22bet Casino - Igrač se suočava sa onemogućenim isplatama tokom verifikacije.

22bet — Withdrawals disabled during prolonged verification

I have over €3,000 in my 22bet account that I cannot withdraw. The disputed amount entered in this form is an indicative minimum, as the balance exceeds €3,000.

22bet cancelled my previous withdrawal request and asked me to undergo document verification. Since then, the withdrawal section has been unavailable: I can log in, but cannot submit a new withdrawal request or use the account normally. I have successfully withdrawn from this account in the past.

Over the past two weeks, I have submitted ID photos, selfies, proof of address, driving licence and passport photos, and corrected file formats or sizes when requested. After submissions, I receive generic "under verification" responses, followed by further document requests, without a complete list of outstanding requirements or a clear deadline.

For transparency, the funds relate to sports betting and were not obtained using bonuses. My complaint concerns the cancellation and disabling of withdrawals and the prolonged verification, rather than the settlement of any bet. I understand that your team will assess whether this issue falls within your scope.

I remain willing to cooperate. I request confirmation of which documents have been accepted, what remains outstanding, and a clear timeframe for completing verification and restoring withdrawals. I can provide the full Security Department email correspondence privately.

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.

Dear francescomercuri,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• When did you send the most recent document?
• Has the casino indicated any issues with approving any specific documents?
• Could you please post a screenshot of what you see when you try to withdraw your winnings here in this thread?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Dear Kristina,

Thank you for your reply. I am updating the complaint because the situation has now changed significantly.

22bet has now replied saying that they have decided to stop any cooperation with me and close my gaming account, referring generally to their Terms and Conditions and to an investigation by their Security Department.

They mention rules about blocking accounts and possible multi-account issues, but they have not provided any concrete evidence, dates, account details, or explanation of what I supposedly did wrong. They also state that the decision is final, not subject to appeal, and that further questions will be ignored.

Regarding your questions: the most recent documents were sent during the ongoing verification process over the last couple of weeks. The casino kept requesting documents and/or corrections to file formats and sizes, but did not give me a clear final list of what was missing. Before this final closure message, the issue was that I could log in but the withdrawal section was unavailable, so I could not submit a new withdrawal request.

This decision seems especially unreasonable because the only possible explanation I can think of is that my son had an account with them around three years ago. My own account was opened in 2025, so I do not understand how this can reasonably justify closing my account now and keeping my funds blocked.

I ask Casino Guru and 22bet to clarify what specific rule was allegedly violated, what evidence supports this decision, and what will happen to the balance in my account. I also ask 22bet to confirm whether they intend to refund the account balance and by which method.