Complaint #687
22bet Casino
Refusing to let me withdraw my funds, refusing video call
4 years ago
Hello, I have been issues with my withdrawals from 22bet.
From 26th February (date of account creation) to 4th July, everything went
smoothly, until the 5th July, in which I discovered my account had been
limited, given the odds I was being provided in every event were different
to the ones my acquaintances were being provided on this same bookie.
From there, I tried to withdraw my funds, which I was not allowed to do in
one go due to account limitations. I managed a partial withdraw of the
funds in two installments.
From there, a back-and-forth with the security department begun.
They asked me to prove the withdrawal method I was using belonged to me, and I did successfully.
After that, they wanted me to take a selfie holding my ID card and showing the emailing from the security team on the background, which is ridiculous and almost impossible to do, but I did it anyway. After an initial rejection, I attempted to do it with cameras of increasingly high quality, just to land on the same message every time and get no explanation of what was wrong upon each rejection.
I was always told there was information which wasn't visible, but I used high quality cameras all around, and some of the photos had a size as big as 11MB, to ensure the best quality possible. Every time I asked for clarification, I got the same copypasted message. You can see that and the multiple attempts of sending the requested picture on a provided screenshot. According to Section 38 of their 2. General rules, where I can be asked to prove via video conference that I am who I claim to be, and provide the required documents that way. I asked for a video conference for this to be solved and I was ignored. This is also seen on the screenshots.
The total amount of funds that I intend to withdraw, but have not been able to due to the aforementioned issues, is 250 EUR.
Thank you for your assistance.
From 26th February (date of account creation) to 4th July, everything went
smoothly, until the 5th July, in which I discovered my account had been
limited, given the odds I was being provided in every event were different
to the ones my acquaintances were being provided on this same bookie.
From there, I tried to withdraw my funds, which I was not allowed to do in
one go due to account limitations. I managed a partial withdraw of the
funds in two installments.
From there, a back-and-forth with the security department begun.
They asked me to prove the withdrawal method I was using belonged to me, and I did successfully.
After that, they wanted me to take a selfie holding my ID card and showing the emailing from the security team on the background, which is ridiculous and almost impossible to do, but I did it anyway. After an initial rejection, I attempted to do it with cameras of increasingly high quality, just to land on the same message every time and get no explanation of what was wrong upon each rejection.
I was always told there was information which wasn't visible, but I used high quality cameras all around, and some of the photos had a size as big as 11MB, to ensure the best quality possible. Every time I asked for clarification, I got the same copypasted message. You can see that and the multiple attempts of sending the requested picture on a provided screenshot. According to Section 38 of their 2. General rules, where I can be asked to prove via video conference that I am who I claim to be, and provide the required documents that way. I asked for a video conference for this to be solved and I was ignored. This is also seen on the screenshots.
The total amount of funds that I intend to withdraw, but have not been able to due to the aforementioned issues, is 250 EUR.
Thank you for your assistance.
Screenshot
