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Hello,

I have been trying for months to get the Accounts Department to approve my account. They are asking for a photo of myself holding my readable ID, and another one showing emails with them also readable. I've sent them a video, yet they still won't reopen it. I have €46 in held funds, and as I can't access my account, I can't withdraw them. Plus, now they say they're closing all communication with me. If you don't want to lose your money, don't bet here. Not recommended at all. The worst casino I've played at.

Hola,

Llevo meses intentando que el Departamento de cuentas apruebe mi cuenta y me piden una foto sujetando mi DNI legible y otra en la que se vea los emails con ellos también legible. Les he mandado un video y ni aún así la reabren. Tengo 46€ de saldo retenido y como no puedo acceder, no puedo retirarlos y además ahora dicen que cierran toda comunicación conmigo. Si no queréis perder vuestro dinero. No aposteis aquí . Nada recomendable. La peor casa de casinos en la que he jugado

Dear Pulgo54, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of the documents you sent to the casino been approved and successfully verified?

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

Best regards, 

Veronika

I have sent all the documents: ID, card statements with which I made the deposits, a selfie holding the ID. I don't know what else they want...

He enviado todos los documento: DNI, extracto de tarjetas con las que realicé los depósitos, selfie sujetando el DNI. No sé qué más quieren..

Please forward me the documents you sent to the casino for verification at veronika.f@casino.guru. Kindly include all the communication with customer support that could be relevant to the investigation as well.

Also, could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?

Did you accumulate your winnings with or without a bonus?

Thank you very much, Pulgo54, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Pulgo54,

I have reviewed your case and I'm sorry to hear about the difficulties you are experiencing with the verification process. I will do my best to assist you by reaching out to the casino. We’ll see what can be resolved once they respond.

Dear 22bet Casino,

I would like to invite you to participate in this conversation to help resolve the player's complaint. Could you please provide more information regarding the case? Specifically, could you clarify why the documentation submitted by the player was rejected?

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Hello!

Thank you for your request. We would like to inform you that Pulgo54's account has been closed due to violation of our terms and conditions, namely due to suspicion of multi-accounting. The player has acknowledged the multi-account, it belongs to his daughter.

If you have any further questions, please do not hesitate to get in touch.

Thank you for your response, 22bet Casino.

Dear Pulgo54, could you please confirm that you admitted to the casino that your issue pertains to multiple accounts and that you or your daughter have more than one linked account?

That's what they told me and it's totally false. My daughter had her account and I had mine and they have blocked both of them with a balance in them.

Eso me dijeron y es totalmente falso. Mi hija tenía su cuenta y yo la mía y han bloqueado las 2 con saldo en ellas.

Dear 22bet Casino, could you please specify if both accounts have undergone KYC procedures? What are the similarities between the accounts? E.g. same IP address, device, or payment method used. Were any of these accounts involved in prohibited betting strategies?

If you have any supporting evidence, please, send it to my email natalia.b@casino.guru, thank you.

My daughter has given up on this casino because she couldn't even verify her account, like what happened to me. We use the same device and sometimes the same payment method. Nothing more than that.

Mi hija ha dado por imposible a este casino porqué ni ella pudo verificar su cuenta cómo me pasó a mi. Utilizamos el mismo dispositivo y a veces el mismo método de pago. Nada más que eso.

Dear Pulgo54, we regret to inform you that we cannot assist with your claims against 22bet Casino. Using the same device or payment method across online casinos is prohibited, as it raises suspicions of multiple accounts. Players are required to utilize their personal devices and payment methods issued in their names; failing to do so constitutes a breach of the terms and conditions:

Each registered customer may have only one account. Customers may register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

Currently, we are unable to assist you because the casino acted in compliance with its policies, which permit the blocking of accounts that violate these T&C. To prevent similar issues in the future, please avoid using payment methods or devices belonging to family members, as this is a standard practice in all online casinos. 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Natalia