Complaint #683
22bet Casino
Refuse to pay Euro 55,588
4 years ago
Account opened on 23 May 2022 with a deposit of Euro 413 paid using bitcoin.
Another deposit was made 24 May 2022 of Euro 399 again with bitcoin.
Current balance is Euro 50,588.25 that they refuse to pay out.
I have played mostly the live dealer games, dragon tiger.
I made a number of withdrawals of Euro 500 to Euro 750 between 25 May and 31 May 2022
On 31 May 2022 I had a very good run on the Dragon Tiger and my balance reach Euro 50,588.25
I tried to withdraw Euro 2,000 and my account was blocked.
This is when the email correspondence with security started.
I have always answered the questions they have asked, and have sent all the documents they ask of me.
In return, their emails are aggressive in nature, accusatory, and do not answer questions asked. They repeatable ask for the same information, and claim not receive pictures that are sent.
May 31: Ask me to enter all the details on my account online, which I did.
May 31: Ask me to send passport pictures, which I did.
May 31: They claim not received.
May 31: I send passport pictures again.
May 31: They claim passport pictures are not high enough quality, and cropped.
May 31: I send again,
May 31: They say to send uncompressed pictures.
May 31: I am told to wait for an answer from the specialists.
June 1: I am asked for a selfie holding passport, by my face, infront of the email they sent
June 2 to June 4: I send numerous versions as they request. They keep saying the quality isn’t good enough, or they cannot see the data. This is simply not true. The quality was Hi-Res, and all data could be seen as they requested. I am happy to send you these pictures to review.
June 5: They ask for a copy of my drivers license, which I send.
June 5: They ask for another copy of the drivers license, with a different background, which I send.
June 6: They ask for higher quality. I say I sent high quality. They then say they didn’t receive them So I send again.
June 6: I am told data is under verification.
June 9: I receive a request (in Russian) to send a utility bill.
(This means they must now have accepted my passport and my drivers license.)
June 10: I send a utility bill, as requested and I am told my data is under verification.
June 12: I am asked for colored photos of Passport OF National ID card.
I reply and say I already sent my passport, why are they asking for it again.
This is their response:
Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.
Dear user, please provide us with colored photos of your national ID card (both sides, please) or the main page of your passport. Photos must be in JPG format.
Scanned copies and screenshots are not accepted for verification. The photos should not be cropped, all data and whole document should be visible and readable on the photo.
As already said, I have sent the passport that they requested. And so I email again and tell them this.
June 13: They reply and say that want my National ID Card.
And also this threatening email:
The Company’s management is entitled to request at their discretion any documents from the bettor substantiating their identity or other data they have provided (for example, passport details, residential address), as well as to cancel any payments until all such details have been verified. The Company also reserves the right to inform the regulatory bodies and local authorities of such fraudulent actions performed by the player.
I have now sent the National ID card as well.
They rejected, saying it was not high enough quality.
The files were 4mb each, and clear. All data is visible.
They simply reject everything that is sent!
In total I have sent numerous emails including:
Passport Front and back.
Selfies of me holding passport by my face, infront of my email account showing the email from them
Utility bill
National ID card
They still refuse to pay out my Euro 50,588.25
They continue to ask for multiple pictures of ID, utility bills etc. I have provided all that they request. And it is clear I am who I say I am. They are simply refusing to pay out.
Another deposit was made 24 May 2022 of Euro 399 again with bitcoin.
Current balance is Euro 50,588.25 that they refuse to pay out.
I have played mostly the live dealer games, dragon tiger.
I made a number of withdrawals of Euro 500 to Euro 750 between 25 May and 31 May 2022
On 31 May 2022 I had a very good run on the Dragon Tiger and my balance reach Euro 50,588.25
I tried to withdraw Euro 2,000 and my account was blocked.
This is when the email correspondence with security started.
I have always answered the questions they have asked, and have sent all the documents they ask of me.
In return, their emails are aggressive in nature, accusatory, and do not answer questions asked. They repeatable ask for the same information, and claim not receive pictures that are sent.
May 31: Ask me to enter all the details on my account online, which I did.
May 31: Ask me to send passport pictures, which I did.
May 31: They claim not received.
May 31: I send passport pictures again.
May 31: They claim passport pictures are not high enough quality, and cropped.
May 31: I send again,
May 31: They say to send uncompressed pictures.
May 31: I am told to wait for an answer from the specialists.
June 1: I am asked for a selfie holding passport, by my face, infront of the email they sent
June 2 to June 4: I send numerous versions as they request. They keep saying the quality isn’t good enough, or they cannot see the data. This is simply not true. The quality was Hi-Res, and all data could be seen as they requested. I am happy to send you these pictures to review.
June 5: They ask for a copy of my drivers license, which I send.
June 5: They ask for another copy of the drivers license, with a different background, which I send.
June 6: They ask for higher quality. I say I sent high quality. They then say they didn’t receive them So I send again.
June 6: I am told data is under verification.
June 9: I receive a request (in Russian) to send a utility bill.
(This means they must now have accepted my passport and my drivers license.)
June 10: I send a utility bill, as requested and I am told my data is under verification.
June 12: I am asked for colored photos of Passport OF National ID card.
I reply and say I already sent my passport, why are they asking for it again.
This is their response:
Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.
Dear user, please provide us with colored photos of your national ID card (both sides, please) or the main page of your passport. Photos must be in JPG format.
Scanned copies and screenshots are not accepted for verification. The photos should not be cropped, all data and whole document should be visible and readable on the photo.
As already said, I have sent the passport that they requested. And so I email again and tell them this.
June 13: They reply and say that want my National ID Card.
And also this threatening email:
The Company’s management is entitled to request at their discretion any documents from the bettor substantiating their identity or other data they have provided (for example, passport details, residential address), as well as to cancel any payments until all such details have been verified. The Company also reserves the right to inform the regulatory bodies and local authorities of such fraudulent actions performed by the player.
I have now sent the National ID card as well.
They rejected, saying it was not high enough quality.
The files were 4mb each, and clear. All data is visible.
They simply reject everything that is sent!
In total I have sent numerous emails including:
Passport Front and back.
Selfies of me holding passport by my face, infront of my email account showing the email from them
Utility bill
National ID card
They still refuse to pay out my Euro 50,588.25
They continue to ask for multiple pictures of ID, utility bills etc. I have provided all that they request. And it is clear I am who I say I am. They are simply refusing to pay out.
22bet Casino Complaint Stats
Resolved
230 / 230
Avg. Amount
$4,413
Avg. Complaint Duration
6 days
Avg. Response Time
2 days
22bet Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 182 out of 182 complaints in this category have been resolved.
This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.
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