22bet Casino - Das Spielerkonto ist eingeschränkt und die Gelder werden verzögert ausgezahlt.

I have been a customer of the company for about a year. Now, after winning a large sum of money, my account was subject to betting restrictions (my odds were dropped very significantly and the maximum bet was also set very low). I tried to withdraw my money, after which I was asked to verify my bank account and identity. I sent the requested documents several times, but they were constantly rejected for strange reasons. I was very careful with the instructions and followed them exactly. However, I was constantly asked for new documents. They started asking, for example, what is my connection to person X. Finally, after about 15 attempts, they answered me: "Dear customer, thank you for providing the requested data. Wait for the answer, please. Your data is under verification now."

Now I have been waiting for about 3 days for a new response, but when I ask about it, I only get the same copy paste response via email: "All requests are processed in turn. Please wait, you will get a notification."

Now I'm worried that IF they respond, I'll be subject to new document requests again, and I'll have to wait a long time for the answers. So what they've done during the verification process is that after waiting, they just ask for new documents. Now when I ask if I've submitted everything requested, they just keep replying with the same copy-paste message. When I tried to ask the question again, they gave me a warning about spamming and said that they would soon completely ignore my message. This pattern has already happened once, when I tried to submit documents and tried to ask what was wrong with the rejected documents. Now I have about 5,000 euros stuck in my account and they don't seem to have much enthusiasm for paying this.

Olen ollut yhtiön asiakkaana kohta noin vuoden. Nyt voitettuani isommaan summan rahaa tilini joutui vedonlyöntirajoitusten kohteeksi (kertoimeni pudotettiin hyvin merkittävästi alas sekä maksimiveto säädettiin myös hyvin pieneksi. Yritin kotiuttaa rahojani, jonka jälkeen minua pyydettiin varmentamaan pankkitilini sekä henkilöllisyyteni. Lähetin pyydetyt asiakirjat moneen otteeseen, mutta ne hylättiin jatkuvasti erikoisin syin. Olin hyvin tarkka ohjeista ja noudatin niitä tarkasti. Kuitenkin minulta pyydettiin vain jatkuvasti uusia asiakirjoja. He alkoivat kysyä esimerkiksi mikä on yhteyteni henkilöön X. Lopulta noin 15 yrityksen jälkeen he vastasivat minulle: "Dear customer, thank you for providing the requested data. Wait for the answer, please. Your data is under verification now." 

Nyt olen odottanut noin 3 päivää uutta vastausta, mutta kysyessäni asiasta saan vain saman copy paste vastauksen sähköpostitse: "All requests are processed in turn. Please wait, you will get a notification." 

Nyt olen huolissani, että JOS he vastaavat joudun taas uusien asiakirjapyyntöjen kohteeksi, jonka vastauksia joudun taas odottamaan pitkiä aikoja. He ovat siis varmentamisprosessin aikana juuri tehnyt näin, että odottamisen jälkeen he vain pyytävät uusia asiakirjoja. Nyt kysyessäni olenko toimittanut nyt varmasti kaiken pyydetyn he vastaavat ainoastaan jatkuvasti tuolla samalla copypaste-viestillä. Kun yritin kysymystä kysyä uusiksi he antoivat varoituksen spammimisestä ja ilmoittivat, että he pian jättävät viestini täysin huomiotta. Tämä kuvio toistui jo kertaalleen, kun yritin asiakirjoja toimittaa ja yritin kysyä, mikä hylätyissä asiakirjoissa oli vikana. Nyt tililläni on noin 5000 euroa jumissa eikä heillä vaikuta olevan juurikaan intoa tätä maksaa. 

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.

Dear Sportbet100,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

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

• Do you have access to your account, or is it restricted in any way?
• When were you asked to verify your identity and bank account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me all relevant communication with the casino? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

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

Best regards,

Jean

Dear Sportbet100,

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,
Jean
Casino.Guru