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Since November 24, 2025, the casino has refused to let me withdraw my money because they require a report from a specialist stating that I am not addicted to gambling. I have sent them three reports (two from different psychiatrists and one from a psychologist), and they continue to make excuses for not giving me my money back.

Desde el 24 de noviembre de 2025 el casino no me deja sacar mi dinero, porque me pide un informe de especialista de que no tengo adicción al juego. Le he enviado 3 informes (2 de psiquiatras diferentes y uno de psicología), y siguen poniendo excusas para no darme mi dinero.

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Dear lm_53,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you are experiencing. To better understand the situation, please allow me to ask you a few questions.

• Are you able to log in to your account now?
• Have you made any successful withdrawals in the past?
• Could you please confirm whether you have successfully passed the full KYC verification?
• Has the casino provided any specific reasons why the submitted reports were considered insufficient?
• Has the casino given you any clear timeframe for processing the withdrawal after receiving these documents?

I hope we will be able to assist you in resolving this matter as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra

Hello. Good morning. Yes, I can log in now. Yes, I have made successful withdrawals in the past. Yes, I have passed the complete KYC verification. It says I have to say the report is from a psychotherapist, which is a colloquial way of referring to a psychologist or psychiatrist. Psychotherapy is an activity in itself that psychologists and psychiatrists perform, not a regulated profession in Spain. Registered psychologists and psychiatrists practice psychotherapy. The casino hasn't given a deadline; they're not interested. These are just excuses not to return the money. They claim they're not concerned about protecting customers from addictions, which is a fallacy. Casinos thrive on gambling addicts, and three reports from different registered specialists in Spain demonstrate that this is not my case. Thank you very much for your interest and any help you can provide.

Hola. Buenos días. Si puedo iniciar sesión ahora. Si he realizado retiros exitosos en el pasado. Si he pasado la verificación KYC completa. Dice que tiene que decir que el informe es de psicoterapeuta, eso es una forma coloquial de llamar a un psicólogo o psiquiatra, psicoterapeuta o psicoterapia es una actividad en sí mismo que realizan psicólogos y psiquiatras, no una profesión titulada en España, los psicólogos y psiquiatras colegiados, hacen psicoterapia. El casino no ha dado plazo, no les interesa, solo son excusas para no devolver el dinero. No están preocupados por cuidar el cliente de adicciones, es una falacia, los casinos viven de los adictos a los juegos, y en 3 informes de diferentes especialistas colegiados en España, se demuestra que no es mi caso. Muchas gracias por su interés y la ayuda que me puedan brindar.

Thank you for your reply and for providing the previous details,lm_53.

• Could you please provide any proof or a screenshot showing that you have successfully completed the KYC process?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please provide any further communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

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. Good afternoon. I appreciate your interest and any help you can provide. I have sent you an email with the requested documentation and screenshots.

Hola. Buenas tardes. Agradezco el interés de su parte y la ayuda que me puedan brindar. Les he enviado un correo con la documentación y capturas solicitadas.

I still can't withdraw my money because they're asking me to send documentation to the security department, and what they keep demanding is a medical report stating that I don't have a gambling addiction. I've sent them three; the last one, from the psychologist, is very comprehensive. I had to pay a lot and take several tests, and they still don't accept it, according to them. It's incredibly presumptuous of that casino. Now, with the end of the year approaching, I need the money, and they've kept mine without any justification. I did pass the KYC check, though; I was withdrawing my money without any problems.

aun no puedo retirar mi dinero, porque me piden que envié documentación al departamento de seguridad, y lo que siguen pidiendo es un informe medico que diga que no tengo adicción a juegos, les he enviado 3, el ultimo de la psicóloga esta completísimo, tuve que pagar mucho y hacer varios test, y no les acomoda según ellos, es demasiado atrevimiento por parte de ese casino. Ahora fin de año se necesita el dinero, y ellos se han quedado con el mio, sin justificación. Lo del KYC si que lo he pasado, si yo estaba retirando bien mi dinero.

Dear lm_53,

Thank you for the update and for providing the previous details.

I have checked my email, but could not find your previous message. Could you please repost your documentation or screenshots directly to this thread, or send them once again to petra.h@casino.guru?

Additionally, could you provide any further communication you have had with the security department? You can send all documents to the email above or post your screenshots directly to this thread.

Thank you again for your cooperation.

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.

I just resent the complete email thread with the casino to your email address.

le acabo de enviar de nuevo al email el hilo de completo de email con el casino

Dear lm_53

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 Romi (romana.r@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,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 22bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 22bet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello. Good morning. I appreciate your interest and any help you can give me. There's no update; I still haven't been able to withdraw my money since November, and I've sent you three reports (two from recognized and registered psychiatrists in Almería, and one overly detailed report from a psychologist, who here are called psychotherapists). I haven't sent any more emails to the casino because they said they would treat me as spam and could block my email and account. I've spent almost €500 on consultations, and I still can't withdraw my €2,200. I find this shameful.

Hola. Buenos días. Agradezco su interés y la ayuda que me pueda dar. No hay novedad, sigo sin poder retirar mi dinero, desde noviembre, y le he mandado 3 informes (2 de psiquiatras reconocidos y colegiados en Almería, y un informe demasiado detallado de una psicóloga, que aquí son psicoterapeutas. Y no le he pasado más ningún email al casino, porque dijeron que me tratarían como spam, y podrían bloquear mi e mail y cuenta. He gastado casi 500 euros en consultas, y sigo sin poder retirar mis 2200 euros. Me parece vergonzoso.

Hello!

We have reviewed the information related to this case and completed the necessary checks. Our team has carefully verified the documents provided and we’re happy to inform you that the player’s account has now been successfully unblocked.

The player may continue using the account as usual. If any additional questions arise, we’ll be glad to assist further.

Good morning. Thank you so much for everything. I've already been able to withdraw the money.

Buenos días. Muchas gracias por todo. Ya he podido retirar el dinero.

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru