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I made my first deposit through the Yape virtual wallet, 2000 PEN, from Peru, and everything was fine until I tried to withdraw. They told me I had to withdraw using the same method I deposited, but that method was no longer available. So I requested an alternative method, in this case, Visa. They made me deposit and wager a minimum amount, which I did. They asked for photos of my card, which I also provided, but they still didn't offer a solution. They just redirected me to a form. What's most frustrating is that other people with the same problem have already had their issues resolved. There is unequal treatment. I request help.

REALIZE MI PRIMER DEPOSITO A TRAVEZ DE BILLETERA VIRTUAL YAPE 2000 PEN, DESDE PERU , Y TODO ESTA BIEN , HASTA QUE INTENTE RETIRAR Y ME INDICARON QUE TENIA QUE RETIRAR POR EL MISMO MEDIO QUE DEPOSITE , PERO EN ESTE CASO , NO ESTA DISPONIBLE YA ESE MEDIO INICIAL , POR ENDE SOLICITO UN METODO ALTERNATIVO , EN ESTE CASO VISA , ME HICIERON DEPOSITAR , Y JUGAR UN MONTO MINIMO , CUMPLI CON TODO, ME PIDIERON FOTOS DE MI TARJETA , CUMPLI Y TAMPOCO ME DIERON SOLUCION , Y SOLO ME REDIRIGEN A UN FORMULARIO , AHORA LO MAS PENOSO ES QUE OTRAS PERSONAS CON EL MISMO PROBLEMA , SI RESOLVIERON , EXISTE UN TRATO DESIGUAL . SOLICITO AYUDA.

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Dear victor1231,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 22bet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Has your account been fully KYC verified, please?
• Have you accumulated your winnings with the help of bonus, please?
• Could you please share a screenshot of your withdrawal request page?

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

Best regards,

Katarina

Good morning, thank you for your response.

to respond to what was indicated.

1. I have already verified the documents sent.

2. I don't play with bonuses, only real money.

3.- Attached is a screenshot showing that I am not given the option to withdraw; only VISA appears and I am not given the option of an alternative method.

Note 1: I am only allowed to withdraw 3% by Visa, equivalent to my deposit.

That's why my request is that the full amount be released through VISA.

Note 2: On the other hand, reviewing similar cases of other users in Peru, with the same problem, they were asked for the same documentation to validate the card, and their funds were released for withdrawal via Visa, so there is unequal treatment of users.

Note 3: On the other hand, they ask for a bank statement showing the card number, which in Peru, in my country, is not possible, since they only give that for CREDIT cards, in my case it is a DEBIT card, so it is impossible to get a statement showing the card number.

What is shown is the account number associated with the Visa card.

Holder's details: name and ID number.

A review of the case is requested.

buenos dias agradezco la respuesta.

para responder a lo indicado.

1.- ya verifique los documentos enviados

2.- no juego con bono , solo dinero real

3.- adjunto captura de pantalla donde no se me da la opcion de poder retirar , solo me figura VISA y no me dan la opcion del metodo alternativo.

nota1: solo me permiten retirar por visa un 3% , equivalente a mi deposito.

por eso mi solicitud es que se libere la totalidad por el medio de VISA.

nota2 : por otro lado revisando casos similares de otros usuarios en PERU, con el mismo problema , le solicitaron igual documentacion para validar la tarjeta ,y les liberaron sus fondos para que retire por VISA , entonces hay un trato desigual a los usuarios.

nota 3: por otro lado piden extracto bancario donde figure el numero de tarjeta , lo cual en peru en mi pais no es posible , ya que eso solo dan a la tarjetas de CREDITO , en mi caso es una tarjeta de DEBITO , por lo cual es imposible conseguir un extracto donde figure el numero de tarjeta.

lo que figura es el numero de cuenta asociada a la tarjeta visa

datos del titular nombre y DNI.

se solicita la revision del caso .

Dear victor1231,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear victor1231,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I'll send it right now to the young lady's email address. The chats will be in a Word file.

where they ask me for CARD PHOTOS, PROOF OF MY MINIMUM DEPOSIT BY VISA.

I complied with everything and in the end they simply tell me that it is not their responsibility and that I should send the application through a form on their website.

Now, checking online with other users, they were asked for a MINIMUM DEPOSIT, to SEND A PHOTO OF THE CARD, and they validate it quickly and activate the alternative method.

So there is an issue of differential treatment.

lo enviare en este momento . al correo de la señorita. en un archivo word los chats .

donde ellos me solicitan FOTOS DE TARJETA , COMPROBANTE DE MI DEPOSITO MINIMO POR VISA.

cumpli con todo y al final simplemente me dicen , que no es su competencia y que envie la solicitud atravez de un formulario de su pagina web.

ahora revisando en la web con otros usuarios , les pidieron DEPOSITO MINIMO , ENVIAR FOTO DE TARJETA , y les validan rapidamente y les activan el metodo alternativo.

entonces existe un tema de trato diferenciado .

I still haven't received a response. I've already sent all the documentation: bank statements, selfies, a photo of my card, everything. I need an advisor to invite someone from 22bet casino to explain my case and let me know if any documents are missing, because days are passing and I'm not getting a reply.

aun no me responden , ya envie toda la documentacion , extractos bancarios, selfies , envie foto de mi tarjeta, todo . necesito si algun asesor puede invitar al casino 22bet , a que explique un poco mi caso y si falta algun documento que lo haga saber , porque pasan los dias y no obtengo respuesta.

Dear victor1231,

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, Lucia (lucia.s@casino.guru). 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,

Katarina

Hello victor1231,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 22bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

We would like to ask the 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’ which may negatively affect its rating.

Good afternoon Lucia, thank you for your help. Indeed. After validating for almost 35 days, during which they asked me for many documents and I attached everything.

And the last step is to take a selfie with a code, date, and 22bet written on a piece of paper.

I COMPLIED ONLY TO BE TOLD THAT THEY WILL ONLY RETURN MY DEPOSITS AND ALL MY EARNINGS WILL BE WITHHELD.

I TRIED TO CONTACT ALL EMAILS ASKING FOR EXPLANATIONS.

BECAUSE FOR THEM TO MAKE THAT DECISION, THEY SHOULD HAVE AT LEAST AGREED WITH ME ON THE MATTER OF IP, DUPLICATE ACCOUNT, SIMILAR PLAYS, MONEY LAUNDERING, ETC. ETC.

WHICH I STRONGLY DENY.

ALL MY DOCUMENTATION WAS ORIGINAL AND WAS SUBMITTED ON TIME.

In forums in Peru, I saw that many users are experiencing the same problems.

We understand that 22BET has its own Russian system, as does 1XBET and other similar websites.

And that their validations are tedious, but if one complies with sending everything there is no reason why they shouldn't pay us.

I NEED HELP

BUENAS TARDES LUCIA , GRACIAS POR LA AYUDA. EFECTIVAMENTE . DESPUES DE VALIDAR DURANTE CASI 35 DIAS, DONDE ME PIDIERON MUCHOS DOCUMENTOS Y ADJUNTE TODO.

Y EL ULTIMO PASO ES , TOMAR UN SELFIE CON UN CODIGO Y FECHA Y 22BET. EN UNA HOJA ESCRITO

CUMPLI PARA QUE LUEGO ME DIGAN QUE SOLO ME DEVOLVERAN MIS DEPOSITOS Y TODAS MIS GANANCIAS SERAN RETENIDAS.

TRATE DE COMUNICARME CON TODOS LOS CORREOS PIDIENDO EXPLICACIONES.

PORQUE PARA QUE ELLOS TOMEN ESA DECISION , DEVIERON DARME LA RAZON POR LO MENOS SEA IP , CUENTA DUPLICADO , JUGADAS SIMILARES , LAVADO , ETC ETC .

LO CUAL NIEGO ROTUNDAMENTE.

TODA MI DOCUMENTACION FUE ORIGINAL Y SE ENTREGO A TIEMPO.

EN FOROS DE PERU , VI QUE MUCHOS USUARIOS ESTAN PASANDO POR ESOS MISMOS PROBLEMAS.

ENTENDEMOS QUE 22BET , TIENE SU SISTEMA RUSO , AL IGUAL QUE 1XBET , Y OTRAS WEB IGUALES

Y QUE SUS VALIDACIONES SON TEDIOSAS , PERO SI UNO CUMPLE CON ENVIAR TODO NO HAY MOTIVO PARA QUE NO NOS PAGEN.

SOLICITO AYUDA

Dear player,

I am communicating with the casino outside of this thread. I will notify you, when I receive any updates.

Thank you for your patience.

Hello, and thank you for reaching out.

We would like to inform you that cooperation with the player has been terminated in accordance with our internal policies. The player was allowed to withdraw the amount of their deposited funds.

Additionally, during our review, a related multi-account was identified. Both accounts showed identical IP addresses, a very similar playing pattern, and verification selfies taken using the same device. Despite these findings, the players denied any connection between the accounts.

Based on the collected evidence, the decision was made in line with our terms and conditions. If you have any further questions or need additional details, we’ll be happy to assist.

Dear 22bet Casino representative,

thank you very much for the update. I sent you an email. Please check your inbox.

Thank you.

Hello Lucia,

We’ve sent you the additional information by email. Thank you, and please let me know if you need anything further from our side.

Dear victor1231,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Lucia