22bet Casino - Il ritiro del giocatore è ritardato dalle ripetute richieste di documenti.

Greetings,

I'm trying to withdraw, initially I request the withdrawal and I'm told I have to send a photo of my ID to their department .

I send the photo and every time they are asking me for photos of other documents other than the identity card endlessly as if every 72 hours they ask me for a different document so as not to validate the profile and not allow me to withdraw.

I ask you for help to resolve this situation

salve,

sto cercando di prelevare, inizialmente faccio richiesta per il prelievo e mi viene detto di dover inviare la foto del documento di identità al loro reparto [email protected].

io invio la foto e ogni volta mi stanno chiedendo foto di altri documenti diversi dalla carta di identità all'infinito come se ogni 72 ore mi chiedono un documento diverso in modo da non convalidare il profilo e non permettermi di prelevare.

vi chiedo un aiuto per poter risolvere questa situazione

Dear Matteo17,

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 which documents you have already provided and when exactly you sent the last one?
• 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

Dear Matteo17,

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,
Kristina
Casino.Guru