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Hello, I am reaching out to you for assistance. Bet22 Casino is refusing to pay out my winnings. They have asked for what I consider to be an excessive amount of photos and documents for verification. After the last email where they informed me that a verification process was taking place and I should wait for a response, they did not get back to me for another 14 days. After those 14 days had passed, I contacted them to ask how much longer I would need to wait and was told that they require more photos for verification, which I find to be rather strange. Could you please assist me in resolving this matter? Thank you in advance for your response.

Dobrý den, obracím se na vas s prosbou o pomoc. Casino Bet22 mi odmítá vyplatit vyhrané peníze. Chtěli po mne na můj vkus velké množství fotek a dokumentu k ověření. Po posledním e-mailu ve kterém mi napsali ze probíhá ověřování abych čekal na odpověď se dalších 14 dni neozvali. Po uplynutí těch 14 dni jsem jim poslal dotaz jak dlouho ještě budu čekat tak mi přišla odpověď ze potřebuji další fotky k ověření což už mi přijde opravdu divné. Dokázali by jste mi prosím pomoci? Dekuji za případnou odpověď.

Hello GiovanniK7,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 22bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear GiovanniK7,

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.

Hello, the verification process lasts from 10/31/2023. I do not know which documents were approved and which were not because I did not receive any decision. Requests for additional documents only. The last contact with the casino was around 17/11/2023 when they asked me for additional documents for verification. I've already sent them several photos of my ID, photos from my Skrill account, a PDF of my bank account, a selfie of me with my ID and in front of the screen with an email from them which they also wanted and now they want to send me an electricity bill for 3 months ago. Thank you in advance for your reply

Dobrý den, ověřovací proces trvá od 31.10.2023. Jaké dokumenty byli schváleny a jaké ne nevím protože jsem žádný rozhodnutí nedostal. Pouze žádosti o další dokumenty. Poslední kontakt s casinem byl zhruba 17.11.2023 kdy po mne chtěli další dokumenty k ověření. Už jsem jim poslal několik fotek občanského průkazu, fotky z mého Skrill účtu, PDF mého bankovního účtu, selfie mne s občanským průkazem a před obrazovkou s e-mailem od nich co po mne také chtěli a nyní po mě ještě chtějí poslat účet za elektřinu za 3 měsíce dozadu. Předem dekuji za odpověď

Hello GiovanniK7,

As long as the casino is keep requesting documents, the verification is still ongoing. I can understand that it might seem like a long process but providing all the necessary documents is crucial to finish the process. Please be sure to send them all they requesting as soon as possible and let us know if no answer would come from them within the next week.

they currently want me to verify the address through the electricity bill, which I cannot provide, and it is completely clear to me that they are waiting for this that I will not be able to fulfill any of their ten verification options, and for that reason they will reject my selection.

momentálně po mě chtějí ověření adresy zkrze úcty za elektřinu což jim nemohu poskytnout a je mi úplně jasné za na tohle čekají ze nějaký z těch jejich deseti možnosti ověření nebudu moci splnit a z toho důvodu mi výběr zamitnou.

Yes, it is as I said. When I replied that I could not send them electricity bills, they replied that I should follow their instructions and that if I did not do so, they could not continue with the verification. So I'm at my wits end.

Ano je to jak jsem říkal. Na mou odpověď ze jim nemohu zaslat účty za elektrinu mi odpověděli ze mám následovat jejich pokyny a ze pokud tak neucinim tak nemůže dále pokračovat v ověření. Takže jsem v koncích.

Hello GiovanniK7,

Why can't you provide the requested document? Isn't there any other bill that could prove your address?

Fortunately, I have already solved this, so they wrote to me that they will check it so I can wait for a response. After two days, they wrote that they still wanted to send photos of their driver's license. So I sent it to them and I'm waiting another 2 days for a reply.

Naštěstí už jsem tohle vyřešil tak mi napsali ze to prověří ať čekám na odpověď. Po dvou dnech napsali ze chtějí ještě poslat fotky řidičského průkazu. Tak jsem jim to poslal a už zase 2 dny čekám na odpověď.

Hello GiovanniK7,

Glad to hear that. Please let us know once you hear from the casino.

Dear GiovanniK7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.