22bet Casino - O saque do jogador está atrasado devido a problemas com o KYC (Conheça Seu Cliente).

I got the feeling that 22bet intentionally slow-walks KYC procedures for me.

I joined the site because of the great odds initially offered on sports but after a while I noticed that my odds got significantly worse after logging in (compared to what was displayed before logging in and after logging out).

Regarding verification:

Instead of telling me what documents they need straight away I am drip-drip-drip fed this information. 22bet requests documents just for the sake of requesting them (and for drawing out the KYC process).

An example: I have already provided photos of my passport, my passport held next to my face and my drivers' license yet I am now asked to provide a photo of my ID card. There is no extra information on my ID card that cannot also be obtained from my passport or my drivers' license.

The requests keep coming always one document after another and my guess is that after I provide that photo of my ID card there will just be another request and another request.

I asked support if they could give me a list of ALL the documents they need and the answer was no (see attachment). I asked how many more requests there will be and got no answer.

This is getting annoying.

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 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 when exactly you sent the last document?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

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

Dear JacobR123,

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,

Kristina