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Hi I have a problem I recently won a big amount which I lost later, but that's not the problem, I sent my ID to this casino over a week ago to security@22bet.com but they don't reply, I'm blocked from I play casino games but for some reason I can make sports bets and deposits. I would like to say that according to the laws of my country it is prohibited in my territory to ask for a copy of a national card or passport, my country technically says that if you ask, you can ask for the law that requires it, but the law is often ignored, but that's not the important thing, the important thing is that it's been a week and I still haven't got a response from the casino regarding my verification.

Olá eu tenho um problema recentemente ganhei uma grande quantia que depois perdi, mas isso não é o problema, eu mandei o meu ID a este casino à mais de uma semana para a security@22bet.com mas eles não me respondem, estou bloqueado de jogar jogos de casino mas por alguma razão posso fazer apostas desportivas e depósitos. Gostaria de falar que segundo as leis do meu país é proibido no meu território pedir copia de cartão nacional ou passaporte, o meu país tecnicamente diz que se pedirem se pode perguntar pela pela lei que obriga a isso, mas muitas vezes a lei é ignorada, mas isso não é o importante, o importante é que já lá vai uma semana e ainda não obtive resposta do casino relativamente à minha verificação.

Dear Carlos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It usually takes a few days or sometimes even weeks to fully review all documents. I would definitely send all the documents requested by the casino if there is still some missing.

Which documents have you already provided, please? When exactly did you send the last of them?

Additionally, please forward any relevant communication between you and the casino to nikolas.b @casino.guru.

Thank you very much in advance for your reply.

Best regards,

Nick

Hi they just asked me for the Citizen Card, I sent an email but I haven't received an answer so far, I will forward the correspondence.

Olá eles só me pediram o Cartão de Cidadão, eu enviei um email mas não recebi resposta até agora, vou já reencaminhar a correspondência.

Hello Carlos,

As the casino seems to be comunicating with you, we won't be contacting them yet. Let's wait for the status of your verification as you sent the ID only a 2 days ago so it might take a little longer to get verified. Please let me know if there will be any update regarding the case.

I didn't send it two days ago, it was two weeks ago, I sent it to you two days ago. I don't know if the information is lost in the translation the site automatically translates into my language, but I speak fluent English, I just don't communicate in English because it's translated, but don't doubt, look the date was last week, the 11th if not I'm wrong.

Eu não enviei faz dois dias, foi faz duas semanas, faz dois dias mandei para si. Não sei se a informação é perdida na tradução o site traduz automaticamente para a minha língua, mas eu falo inglês fluente, só não me comunico em inglês porque está traduzido, mas não duvide, olhe a data foi a semana passada, dia 11 se não me engano.

Thank you Carlos for clarifying it. I'll now forward your case to my collegue Martin who will be assisting you from now on. I hope we will be able to help you and your case will be resolved as soon as possible.

Hello Carlos!

From now on, I will take care of your complaint. I would like to invite representatives of 22bet Casino into this conversation in order to help us resolve the issue.

22bet absolutely does not respond via email. however via live chat they requested a photo with me with mail from the security and the id and I provided, but they absolutely give zero feedback, I have to engage with them. (This time I'm answering in English seems easier for everybody.)

We would like to ask 22bet 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 will have negative impact on the casino's rating.

Hello Carlos,

Is there any positive development with the verification process? Since the casino did not respond, we may close the complaint as 'unresolved'.

There is nothing new, all the same, close the case please.

Dear Carlos,

Despite our effors, we were not able to receive any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of 22bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Carlos,

According to the statement from the casino representative, it seems that you have not sent the requested photo. Can you please confirm this?

Dear Carlos,

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 Matej, the way they asked me to take the photo was very difficult for me and I couldn't take the photo in question. To take that photo I need help from third parties and it is impossible for me alone, however the casino does not allow help from third parties. Meanwhile I lost the money and I don't know if this is worth it.

Thank you in advance,

Carlos

Olá Matej a forma como me pediram para tirar a foto era muito difícil para mim e eu não conseguia tirar a foto em questão. Para tirar aquela foto preciso de ajuda de terceiros e que é impossível para mim sozinho, no entanto o casino não permite ajuda de terceiros. Entretanto perdi o dinheiro e não sei se isto vale a pena.

Desde já agradecido,

Carlos

Dear Carlos,

I apologize, but if you have already lost the money, there is nothing we can do. However, please keep in mind that verification is necessary at every casino, and you may encounter similar issues elsewhere as well.

Please inform me if I can close this case.

Thank you.

Dear Carlos,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.