22bet Casino - Povlačenje igrača je odloženo zbog beskrajne verifikacije.

I deposited cryptocurrency and attempted to withdraw my balance of 934 USDT.

No bonuses were used.

The operator prevents me from even initiating the withdrawal by keeping my account in an endless verification state, repeatedly requesting non-standard documents (multiple selfies, passport, driver’s license, birth certificate and mobile operator ownership screenshots).

After I requested a final determination and the regulatory basis for these document requests, the operator stopped responding completely.

Additionally, my IP address appears to be blocked, forcing me to use a VPN to access my account while my funds are inaccessible.

This appears to be an intentional "infinite KYC" process to avoid paying out funds.

I am requesting that the operator either allow me to withdraw my balance or issue a formal rejection with clear justification.

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 advise how long you were a player at the casino and when exactly your account was restricted?
• Could you please list which documents you have provided to the casino during the verification process up till now?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas, thank you very much for your response and for taking my case.

Please find my answers below:

* I registered at 22Bet approximately 9 months ago. My account was restricted after I attempted to withdraw my balance on November 18.

* During the verification process, I have fully cooperated and provided these documents requested by the casino, including:

 – Photo of my national ID

 – Selfie holding my ID

 – Selfie holding my ID with specific instructions provided by the casino

 – Photo of my driver’s license

 – Photo of utility bill

Each document was provided promptly after being requested. Despite this, the verification process remains unresolved, and new requests or long periods without response continue to occur.

* I accumulated my current balance exclusively by placing sports bets. I did not use any bonuses. All deposited funds were wagered multiple times, and the balance was obtained through regular betting activity.

At this moment, my account remains restricted, I am unable to initiate a withdrawal, and I cannot access the website normally from my IP address, which forces me to use a VPN to log in.

I am fully willing to cooperate further if needed. My only request is that the verification process be completed and that I am allowed to withdraw my balance.

Thank you very much for your assistance.

Kind regards,

Gonzalo

Dear GonzaloF,

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, Kubo (jakub.m@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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear GonzaloF,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 22bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 22bet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's verification process and the subsequent withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello Kubo,

I would like to inform you that a few hours after your message, I received a new email from 22Bet Security.

They are now requesting a photo of me holding my ID/passport and a handwritten note confirming an email change (old email, current email, signature and date).

I have already provided multiple identity documents during the verification process, but I am willing to cooperate further if this request is considered reasonable and necessary.

Please let me know if you recommend proceeding with this step.

Kind regards,

Gonzalo

Hello!

To proceed, the player needs to complete our standard verification process. Our support team has reached out to the player once again with clear instructions.

We are currently awaiting the requested information. As soon as the player provides the documents requested by our support team, we will be able to continue reviewing the case. Thank you for your understanding and cooperation.

Dear GonzaloF,

Thank you for sharing the updates.

To answer your question - yes, I strongly recommend that you comply with the casino’s requirements in order to proceed with the verification process. This is the best way to move things forward and work toward a resolution.

Please let me know once you have followed the casino’s instructions.

Thank you for your cooperation.

Hello Kubo,

Thank you for your guidance and for following my case.

After I submitted my ID, selfie, and handwritten note as requested, the casino contacted me again. This time, they are asking me to provide screenshots from my Binance account showing deposits and also screenshots of my Binance Verification Center, with all my personal and transaction details clearly visible.

In my opinion, this request is excessive and goes far beyond a reasonable KYC verification. Binance contains very sensitive personal and financial information, and I do not believe it is appropriate or safe to share it with a casino.

I am willing to cooperate and comply with reasonable verification requirements, but I am concerned about the nature and scope of these new demands.

Could you please advise whether this request is legitimate, necessary, and compliant with fair verification practices? I would really appreciate your guidance on how to proceed.

Thank you for your support.

Gonzalo

Hello GonzaloF,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear GonzaloF,

Please note that any licensed online casino is required to verify the identity of its players and the source of the funds used. For this reason, the casino is entitled to request screenshots from your Binance account to confirm that the account belongs to you, as funding casino accounts from third-party sources is strictly prohibited.

Thank you for your understanding.

Dear GonzaloF,

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.

Hello GonzaloF,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear GonzaloF,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo