Queja #12 22bet Casino

Unreasonable verification process

Por krpuma95

hace 2 años

Account: 164857815

After trying to withdraw winnings of around 500€ I was asked for personal data for the verification process.
The process started on May 9th and the way to use is the same. They ask for a piece of information and they answer you after 48/72 hours. The data requested were the following:
-Photo of the national document and card.
-Selfie.
-Selfie with the card in hand and with the conversation with the security department.
-Invoice of a public service.
-Photo of the driver's license.
-Passport photo.
And I don't know what the next one will be.

All these data are requested one by one, making the wait for withdrawing funds very long. Where is this reasonable time? We all know that verifying an account cannot take that long.
I have helped and provided each and every piece of information they have asked me for.
I am beginning to think that they do not want me to withdraw my money.

Casino en conflicto 22bet Casino

Motivo Problemas de verificación

Cantidad €500

Discusión

AskGamblers

• Support Team

hace 2 años

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

krpuma95

hace 2 años

They finally verified my account and I was able to withdraw the money.
I have had to turn to this page to put pressure on them since they have a very abusive account verification policy. Having a person verify an account for 12 days is not a good user experience at all, asking for data one by one and taking 72 hours to respond to each piece of information they asked for, I have had to be very patient.
To this we must add the lack of professionalism of the security team when I asked for help with a piece of information they asked for and their answers were repetitive and unprofessional, going so far as to tell me that they were not going to answer me anymore. (They asked me for a utility bill and I couldn't understand what it was, until a customer service team helped me by telling me it was an electricity or water bill).

For my part they have lost a player in this casino. I hope they check and modify their policy and their way of treating customers, they have left a lot to be desired.

krpuma95

hace 2 años

After asking me for a passport photo, again they let almost 72 hours pass and they gave me another selfie but now with the date and the code. As if the previous one I sent with the selfie of my face with the card and the email conversation was not useful. Now what? Will they let 72 hours pass again to respond to me to verify a selfie?
Where is the reasonable time? They clearly seek to bore the user but you are not going to achieve it.

So far he has asked me for these details, all one at a time:
-Photo of the national document and card.
-Selfie.
-Selfie with the card in hand and with the conversation with the security department.
-Invoice of a public service.
-Photo of the driver's license.
-Passport photo.
-Selfie with code and date.

Verification time: 12 days and continuing.

22bet Casino

• Representative

hace 2 años

Hello!

We understand your concern and apologise for any inconvenience. Please be patient - your case is in progress. Please wait for a response from our support team.

Thank you for your understanding!

Estadísticas de quejas de 22bet Casino

Resueltas 52 / 52

Cantidad promedio $2,578

Duración media de quejas 11 días

Tiempo de respuesta promedio 2 días

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Estimado equipo de AskGamblers:

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