I have deposited in this casino in the last 3 months. I have deposited mostly in crypto and sometimes with my cards which are three. a virtual revolut linked to my revolut account (all documentable) once with hype and another 2 o 3 times with my buddybank card. All good until last week. I make a deposit in cryptocurrency and play I win 578.25. I try to withdraw as usual but the withdrawal is refused with motivation required for documents. From there the odyssey begins. .. they start asking me for documents after documents and they never go well. I have provided everything. I have about 40 emails, all of which can be documented. I have a blocked account and I am not allowed to play or withdraw.

ho depositato negli ultimi 3 mesi in questo casino'.ho depositato per lo piu' in crypto e qualche volta cn le mie carte che sono tre.una revolut virtuale legata al mio conto revolut(tutto documentabile)una volta cn hype e altre 2 o 3 volte cn la mia carta buddybank.tutto bene fino alla settimana scorsa.eseguo un deposito in cryptovaluta e gioco vinco 578,25.provo a prelevare come sempre ma il prelievo mi viene rifiutato con motivazione richiesta documenti.da li comincia l'odissea...cominciano a richiedermi documenti su documenti e non vanno mai bene.ho fornito di tutto.ho circa 40 mail tutte documentabili.ho il conto bloccato e non mi fan ne giocare ne ritirare.

Dear Sabina,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Is this an additional account verification or you have never been asked to verify your account in the past? Have any of your personal details or payment methods changed recently?

If there’s any relevant communication, please forward it to [email protected]. 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,

Petronela

hello petronela I wrote you an email where I will explain to you in detail. in the past they wanted my identity document for a withdrawal with a separate bank transfer.

they send me emails like this

You should send us print screens confirming all deposits made with the help of virtual bank card. Holder's data should be seen as well.

To verify the data you should send screen shots in the full-sized version of windows without cutting the top and bottom panels.

or

Provide us with a bank statement of this card.

We should be able to see the bank card number, signature and a bank stamp on the bank statement, holder's name, your transactions connected with your gaming account.

Statement can be provided in original printed form or PDF-format file. Alternatively you can provide PC screenshots of your Personal Profile and Transactions History from your bank site.

I explained to him a lot of times that revolut is an app so I can't send a banking site but I can send photos (no screen revolut for security reasons it doesn't allow me) with the card visible in the app and the account statement always from the app. they don't accept anything ... they keep bouncing me cn mail like the one I sent you above.

ciao petronela ti ho scritto una mail dove ti spiego dettagliatamente.in passato han voluto il mio documento di identita' x un prelievo cn bonifico sepa.prontamente inviato.solitamente depositavo in crypto.una sola volta ho depositato cn carta virtuale revolut ultimamente.

mi mandano mail tipo questa

You should send us print screens confirming all deposits made with the help of virtual bank card. Holder's data should be seen as well.

To verify the data you should send screen shots in the full-sized version of windows without cutting the top and bottom panels.

oppure

Provide us with a bank statement of this card. 

We should be able to see the bank card number, signature and a bank stamp on the bank statement, holder's name, your transactions connected with your gaming account. 

Statement can be provided in original printed form or PDF-format file. Alternatively you can provide PC screenshots of your Personal Profile and Transactions History from your bank site.

gli ho spiegato un sacco di volte che revolut e' una app quindi non posso mandare un sito bancario bensi' posso inviare delle foto(no screen revolut x motivi di sicurezza non me lo permette)con la carta visibile in app e l'estratto conto sempre dalla app.non accettano niente...continuano a rimbalzarmi cn mail tipo quella che ti ho inviato sopra.

Thank you very much, Sabina, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Sabina.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

hi jozef ... they asked me again for all the documents for the umpteenth time ... we exchanged about 60 emails where never a document is fine ... they are asking me anything ... by now I don't really know what send them ... it seems to me they are literally making fun of me. now after having sent them back all the documents they tell me to wait but they told me this last week and then asked me for everything again.

their last mex of last night here it is and I have been waiting for 10 days now. 5 days ago still like this ... and then again to ask me for boats of documents.

Your data is under verification now. Wait for the answer, please.

ciao jozef...mi han richiesto ancora tutti i documenti per l'ennesima volta...ci siam scambiato circa 60 mail dove mai un documento va bene...mi stan chiedendo qualsiasi cosa...ormai non so piu' davvero cosa mandargli...mi sembra mi stiano prendendo letteralmente in giro.ora dopo avergli rinviato tutti i documenti mi dicono di stare in attesa ma questo me lo avevano detto anche la settimana scorsa richiedendomi poi di nuovo tutto.

il loro ultimo mex di ieri sera eccolo qua.e aspetto ormai da 10 giorni.5 giorni fa ancora cosi'...e dopo di nuovo a richiedermi barche di documenti.non so piu' cosa fare

Your data is under verification now. Wait for the answer, please.

hello finally the casino checked my documents and gave me the possibility to withdraw. a huge effort ... never again. thanks.

ciao finalmente il casino' mi ha verificato i documenti e dato la possibilita' di prelevare.una fatica enorme...mai piu'.grazie.

Dear 22bet Casino team,

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future.

Best regards, Jozef