22bet Casino - Povlačenje igrača se odlaže verifikacijom naloga.

I registered with 22bet in 2024 and completed the full KYC process (ID, proof of address, etc.). Everything was approved, and I started using my account without issues. I made several small withdrawals of $50 CAD, and they were processed quickly, usually within 5–8 hours.

However, when I tried to withdraw $500 CAD, everything changed. My withdrawal was blocked, and I was asked to re-verify my identity—even though I had already completed KYC and made successful withdrawals before.

What followed was a ridiculous cycle of document requests. It felt like they were intentionally making things difficult to delay my withdrawal. Here’s what they asked for:

ID in IMG format → I sent it.

ID in HEIC format → I sent it.

ID in JPG format → I sent it.

ID on a white background → I retook the photo and sent it.

Selfie with ID and handwritten note → I did it and sent it.

Utility bills (already submitted in 2024) → I resent them.

Passport copy → I sent it.

Each time I submitted something, they came back with a new demand. It’s been weeks, and my withdrawal is still pending.

At one point, they asked if I knew some random person (a name I’d never heard before). This had nothing to do with my account or withdrawal, and it felt like a blatant attempt to stall. The support team has been no help. Every time I contact them, I get the same generic response: "Your case is under review." No one can explain why I’m being asked to re-submit documents that were already approved or provide a timeline for resolution.This entire experience feels like a deliberate tactic to frustrate me into canceling my withdrawal or losing my funds through continued gambling. Smaller withdrawals were fine, but as soon as I tried to withdraw a larger amount, I was hit with endless obstacles.

Dear cartoon,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or sports betting?

Have any of the additional identity documents you've been asked to re-submit been approved by the casino yet?

When was the last time the casino communicated with you regarding the investigation of your case?

Please forward me the conversation regarding the additional verification between you and the casino at veronika.f@casino.guru.

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

Best regards

Veronika

Hello, I was placing sporting bets. I don't know if the documents I have submitted have been processed by them because they respond saying "its under verification". The last time they responded to me was on 12 of February. 

Thank you for your response. Please forward me the documents you sent to the casino at veronika.f@casino.guru.

Have any of your identity documents been approved for KYC verification in the meantime?

Hello, the case has been resolved, thank you !

Dear cartoon,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru