22bet Casino - Die Auszahlung an den Spieler verzögert sich

Dear AskGamblers Team,

I am writing to file a complaint against 22bet regarding a refused withdrawal.

Summary:

- I deposited €200 and won €1,400+

- I submitted a withdrawal request which triggered a verification process

- Over the past 11 days I have provided all requested KYC documents: ID card (both sides), Skrill account screenshots, selfie with ID card and security correspondence visible, utility bills (internet, mobile, TV), and driving license (both sides)

- After providing all standard documents, 22bet requested my passport, then my birth certificate

- In Slovakia, birth certificates are held at the state registry office and are not in personal possession

- When I explained this, 22bet responded: "Without providing the requested files any further actions are impossible. All further messages from you will be ignored."

- My withdrawal remains blocked and my case reference is #5448271

I consider the verification process complete as I have provided all standard KYC documents. 

I am attaching the full email correspondence as evidence.

Please advise on next steps.

Thank you

Regards,

Radovan

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 RadTk0,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center