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

I am writing to file a formal complaint against 22Bet regarding an ongoing KYC verification process that I believe is being used in bad faith to delay and withhold my withdrawal.

I have a pending withdrawal on my account and have been engaged in a verification process with 22Bet's Security Department since November 2025 — over four months ago. Despite fully complying with every document request made, my account remains unverified and my withdrawal has not been processed.

Below is a full chronological account of submissions made:

1. November/December 2025 — 22Bet requested a selfie holding my ID card with the Security Department email correspondence visible on a device in the same photo. I submitted this photo in December 2025.

2. December 12, 2025 — 22Bet rejected the photo citing quality concerns and requested a clearer version. I resubmitted.

3. January 29, 2026 — I submitted a second high-quality photo meeting all stated requirements. 22Bet responded by asking why it had taken so long to provide documents, then issued a new request for passport photos (both sides) on a sheet of paper with the current date — a requirement that had never previously been mentioned.

4. February 3, 2026 — I submitted the passport photo with current date as requested. 22Bet responded with only: "The Security department is waiting for the requested document" — ignoring the submission entirely.

5. Most recently — I submitted a photo clearly showing my face, my open Irish passport with all personal details fully visible, and my phone displaying the active email correspondence with their Security Department. This photo meets every requirement they have ever stated. Their response was: "Please pay attention to the requirements of the Security Department" — with no specific feedback whatsoever.

At no point has 22Bet identified a specific deficiency in any of my submissions. Every time I comply, a new or repeated request is issued with no explanation. The responses are templated, vague, and provide no actionable guidance. This pattern — repeated goalpost-moving, ignored submissions, and refusal to specify what is actually missing — strongly suggests that the KYC process is being used as a pretext to avoid processing my withdrawal rather than as a genuine compliance requirement.

I am requesting that Casino Guru mediate this dispute and that 22Bet be required to either verify my account based on the documentation already provided, or provide a clear and specific written explanation of exactly what is lacking and why previous submissions were rejected.

I am happy to provide all correspondence and photo submissions as evidence upon request.

Thank you for your assistance.

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 negative experience with 22bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did you achieve your current balance with the help of a bonus?
• Is there any reason why you provided the casino with photos of your documents with a delay? What explanation have you provided to the casino?
• Would you be able to provide the most recent documents submission you submitted to the casino that it didn't approve for me to review?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Did you achieve your current balance with the help of a bonus?

NO BONUS HORSE TRADING

Is there any reason why you provided the casino with photos of your documents with a delay? What explanation have you provided to the casino?

No they keep asking for more documents.

Would you be able to provide the most recent documents submission you submitted to the casino that it didn't approve for me to review?

yes I send 2 new documents. again just asking for more

send you everything!

Hello how long will this take I want to resolve it with the 22bet.

Thanks for your patience.

I went over the documents you sent

If the casino allows you to submit more documents, I would recommend taking pictures in good lighting conditions.

If your bank distributes the original bank statement PDFs to you via email, I would recommend submitting the email you received from your bank as an attachment to the casino.

Please let me know whether these are valid solutions to your issue.

Looking forward to your reply.

YOu see how many picture I send already like 5? Everytime when I send one they ask for one more.

Picture with the email and ID card readable impossible I did 2 times. Respond another picture

please let them come here. ASk them for 1 final picture I make it and fix it.

You see the email history timeline nothing is good enough and it never stops

Not played with a bonus online real money.

Dear Aidan007s,

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, Stefan (stefan.m@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,

Tomas

Dear Aidan007s,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from 22bet Casino to join this conversation and assist in addressing the complaint.

Dear 22bet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello Aidan007s,

We are sorry to hear that you have experienced difficulties.

At this stage, our team is still waiting for the requested selfie with the correspondence from the Security Department visible in the background. Kindly provide this document as requested so that the verification process can move forward.

Once the required information is received and reviewed, our colleagues will be able to proceed with the next steps.

Thank you for your cooperation.

Tell me what selfie and how to make it you keep just asking for more and more and it never stops

Stefan, thank you for stepping in.

I want to address 22bet's reply directly, because it is the clearest possible illustration of the exact issue I came here to escalate.

22bet says they are "still waiting for the requested selfie with the correspondence from the Security Department visible in the background."

In the photos posted in this thread, and submitted to the casino, I am holding:

- My face, clearly visible

- My open Irish passport, with all personal details visible

- My phone, screen on, displaying the active email correspondence with their Security Department

- A handwritten paper with "22Bet" and the current date (in one of the photos)

That is the exact document they say they are waiting for. They have now received it. Multiple times. Their reply is to ask for it again, with no explanation of what is wrong with what was sent.

This is no longer a verification process. It is a tactic. Let me restate the pattern already documented on this complaint:

- Nov/Dec 2025 — submitted selfie with ID and Security Dept email visible. Rejected for "quality."

- Dec 2025 — resubmitted, higher quality. No specific feedback.

- Jan 29, 2026 — submitted again. Goalposts moved: they now wanted passport photos (both sides) on a sheet of paper with the current date — a brand new requirement.

- Feb 3, 2026 — submitted passport photo with current date as requested. Their reply: "The Security department is waiting for the requested document." Submission ignored.

- Most recent submissions — face + open passport + phone displaying their own email correspondence + written date. Their reply: "Please pay attention to the requirements of the Security Department." Zero specifics.

- Today — same vague request again, ignoring everything that was just posted in this thread.

Across four months, 22bet has:

1. Never once identified a specific deficiency in any submission.

2. Never told me what would actually satisfy the requirement.

3. Issued a new or repeated request every single time I complied.

4. Sent only templated, vague responses with no actionable guidance.

5. Now responded to a textbook submission of exactly what they asked for by asking for it again.

This is not how a compliance process works. This is how a withholding tactic works. Every time the player meets the bar, the bar moves or disappears. KYC is being used as a pretext to delay a €1,100 withdrawal that has now been pending over four months.

Stefan, I would ask you to consider the following:

1. Ask 22bet to point to one specific element missing from the most recent photo. Just one. With reasoning.

2. If they cannot, please treat this as bad faith and proceed on the basis that the documentation provided is sufficient.

3. Note in the case record that the casino was given a clear opportunity to specify and declined.

I am not asking 22bet to take my word for anything. I am asking them to do what any honest compliance process does: tell the player what is missing. Four months. Five-plus submissions. Not once.

I'm grateful you've taken this case on. I will provide any further documentation you need. But I cannot keep guessing what 22bet wants, because I no longer believe they want anything other than for this to time out.

Dear Aidan007s,

Thank you for your response and the information you have provided.

Dear 22bet Casino,

Could you pleae provide us with an information what is wrong with the player's provided documentation? The verification process is taking too long and we would like to resolve the matter as soon as possible.

I look forward to your response.

We would like to ask the 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 may negatively affect its rating.

Hello,

We sincerely apologize for the delay in our response.

We are currently waiting for detailed information regarding this case from the relevant department. As soon as we receive the necessary clarification, we will review it and provide a more detailed update in this thread.

Thank you for your patience and understanding.

Dear 22bet Casino,

Thank you for your response and the information provided.

We understand that you are currently awaiting clarification from the relevant department. However, as the matter has already been ongoing for some time, we would like to kindly ask you to provide us with an update at your earliest convenience.

We appreciate your cooperation and will await your response.

Hello,

The player was asked to provide a selfie with the correspondence from our Security Department opened directly on the device.

However, the submitted file shows screenshots of the correspondence. Unfortunately, screenshots cannot be accepted for this verification step. The actual email inbox must be opened on the device, with the correspondence from the Security Department clearly visible on the screen.

We kindly ask the player to provide the requested selfie in the correct format so that the verification process can continue.

Thank you for your understanding.

Dear Aidan007s,

Could you please follow the casino’s instructions and provide them with the requested documentation needed for the review and verification process?

Please let us know once the requested documents have been submitted so that we can continue monitoring the progress of the case.

I look forward to your response.

Dear Stefan,

Thanks for staying on this.

I need to address 22bet's latest reply because it simply isn't accurate.

They claim I submitted "screenshots." I didn't. Look at the two photos I uploaded to this thread you can clearly see my face, my open Irish passport, and my phone in my hand with the actual email inbox open showing the Security Department correspondence. That's not a screenshot. That's a live inbox on a physical device I'm holding.

So what exactly is wrong with it?

This is now the third or fourth submission over four months, and every time I get a vague rejection with no specifics. "Screenshots not accepted" but I didn't send screenshots. "Follow the instructions" but I did.

22bet: I'm asking you directly post clear step-by-step instructions here. What device, what screen, what needs to be visible, how should I hold it? Or better yet, show an example of what a correct photo looks like. I've spent months guessing and apparently every guess is wrong.

Stefan, I'm asking Casino Guru to either:

Require 22bet to provide actual detailed instructions with an example, or

Rule that the documentation provided is already sufficient and this is unjustified delay

I've cooperated fully. €1,100 has been held since late 2025. At some point the benefit of the doubt runs out.

Looking forward to hearing back.

Dear Aidan007s,

Please note that this public complaint thread is not a support channel.

All necessary instructions have already been clearly provided to you by our colleagues via email. Kindly follow the instructions in the email in order for the relevant department to proceed with your request.

Thank you for your understanding.

This is the last answer from your support. Casino guru?

Hello Aidan007s,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Aidan007s,

We want to clarify the situation regarding the requested selfie.

The player was asked to provide a new selfie according to the instructions sent by our Security Department. However, after this request, the required photo has not been submitted to us.

Please note that the document must be provided in the correct format: the original email correspondence should be opened directly on the device and clearly visible in the photo, together with the player’s identity document. A screenshot of the correspondence cannot be accepted for this verification step.

We kindly ask the player to send a new selfie following the provided instructions so the relevant department can continue the verification review.

Thank you for your cooperation.

can you give feedback what is wrong with the picture above that is exactly the same so with the feedback I make a new one.

Dear Aidan007s,

As we explained earlier, the files you previously submitted show screenshots of the correspondence, not the actual opened email inbox.

Unfortunately, screenshots cannot be accepted for this verification step. To proceed, please follow the instructions provided by our Security Department and submit a file where your email inbox is opened on the device, with the correspondence from the Security Department clearly visible on the screen.

Once the correct file is provided, our team will be able to continue the verification review.

Dear Aidan007s,

I hope you are doing well.

Could you please let us know whether you have managed to provide the casino with the requested documentation according to their requirements?

Once the documents have been submitted, please inform us so that we can continue monitoring the progress of the verification process and assist further if necessary.

I look forward to your response.

Done.

Dear 22bet Casino,

Could you please inform us whether the documentation provided by the player is sufficient to complete the verification process and allow them to withdraw their funds?

If any additional documents or information are still required, we would appreciate it if you could specify exactly what is missing so that the player can provide it without further delay.

I look forward to your response.

Responds by email

"The Security department is waiting for the requested document."

Hello Aidan007s,

Unfortunately, the file you provided is still a screenshot, not the original photo. This format cannot be accepted for verification.

Please follow these steps:

Open your phone camera.

Take a new photo.

Send the original file directly, without screenshots, forwarding, editing, or saving it from Telegram, WhatsApp, or any other messenger.

Once we receive the original photo file, we will be able to continue the review.

Dear Aidan007s,

Could you please ensure that the document requested by the casino is provided in line with their requirements, and let us know once it has been submitted?

We will await your confirmation so we can proceed accordingly.

I look forward to your response.

Huh this was original what are you talking about?

Ah I see I uploaded it here then downloaded it again and forwarded.

Dear 22bet Casino,

Could you please confirm whether you have received the original photo provided by the player?

I look forward to your response.

Hello Aidan007s,

Please kindly wait for an update from our colleagues. We will share further information as soon as it becomes available.

Thank you for your patience and understanding.

Dear 22bet Casino,

Thank you for your response.

We appreciate the update. Please keep us informed regarding the progress of your review and provide us with the outcome of the verification as soon as it becomes available.

I look forward to your response.

Hello,

Our colleagues have already contacted the player by email regarding this case.

We're in communication with the player and ask that they cooperate with the relevant team and provide any requested information or documents.

As soon as there is an update, we will share it here.

Dear 22bet Casino,

Thank you for your response and for your continued cooperation.

We appreciate the update and will await further information regarding the outcome of your communication with the player and the verification process. Please keep us informed of any developments as soon as they become available.

I look forward to your response.

Please make a selfie, holding your document near your face. Also, next to you should be the computer (or mobile device) from which the bets were made from with your personal profile opened.

Your face, your document in the hand and the screen of the device should be fully and clearly seen on the same photo. All data should be clearly visible.

So again something new how far does this go?

Is this the last picture they ask I want them to confirm I am feeling like a clown for a 1000 euro.

Hello,

We understand that repeated verification requests can be frustrating. However, if the security team asks for an additional photo, there are reasons for it.

Please kindly provide the requested selfie exactly as described, with your face, document, and the device with your profile clearly visible in one photo.

We will also clarify internally why the verification is taking longer than usual.

Thank you for your cooperation.

What profile man? Tell me the exact url that I need to do it you ask me 4 different things after it will be profile needs to be readable. @casino guru can you help here. This is not clear at all

Dear 22bet Casino,

Thank you for your response.

To avoid any further misunderstandings, could you please provide the player with the exact URL that should be displayed on the device in the requested selfie? This will help ensure that the player submits the correct photo and prevent any unnecessary delays caused by additional verification requests.

I look forward to your response.

Dear Aidan007s,

Please take a selfie, holding your document near your face. Also, next to you should be the computer (or mobile device) from which the bets were made, with your personal profile open.

Your face, your document in your hand, and the screen of the device should be fully and clearly seen in the same photo. All data should be clearly visible.

This is exactly what our colleagues requested; please follow the instructions and send it to them.

Dear Aidan007s,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru