HomeComplaints22bet Casino - Player’s withdrawal has been delayed.
22bet Casino - Player’s withdrawal has been delayed.
Amount:
€3,000
22bet Casino
Safety Index:Above average
Safety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Submitted:
05 Mar 2023
|
Case closed : 23 Oct 2023
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
The player from Portugal has requested a withdrawal three weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy”.
The player from Portugal has requested a withdrawal three weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy”.
I made a withdrawal at 22BET PORTUGAL for €3000 on 02/12. The withdrawal has a status of completed, but the credit to the account has not been carried out.
I got in touch by email, I received a call from the consultant who asked to forward the account statement and complaint to the support email.
I've been trying to receive the withdrawn amount in my account without success for 24 days.
I sent personal documents and account statement that purchased the non-receipt of the amount in question.
I have already entered a much larger amount in shipments and I identify the lack of respect and assistance when there is a complaint.
Fiz um levantamento na 22BET PORTUGAL valor de 3000€ dia 12/02. O levantamento tem status de concluído porém o crédito em conta não foi realizado.
entrei em contato por email, recebi chamada do consultor que pediu para encaminhar extrato da conta e reclamação para o email de suporte.
fazem 24 dias que tento receber em minha conta o valor levantado sem sucesso.
Enviei documentos pessoais e extrato da conta que comprava o não recebimento do valor em questão.
ja inseri uma quantidade muito maior em carregamentos e identifico a falta de respeito e de auxílio quando ah alguma reclamação.
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
Do I understand correctly that the payment is still pending inside your account without being processed?
Thank you in advance for your cooperation and reply.
Best regards,
Petronela
Dear Rafaelbl,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
Do I understand correctly that the payment is still pending inside your account without being processed?
Thank you in advance for your cooperation and reply.
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from 22bet Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
Dear Rafaelbl,
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from 22bet Casino. I wish I could be of more help.
We’ve reopened this complaint at the request of 22bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
We’ve reopened this complaint at the request of 22bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
We are back with information on this issue. The player has been successfully verified and since 2023-02-21 has been successfully and repeatedly withdrawing money until today.
Hello!
We are back with information on this issue. The player has been successfully verified and since 2023-02-21 has been successfully and repeatedly withdrawing money until today.
Nothing was sent to my wallet, the wallet was always the same. Why don't you provide proof of shipment so we can be sure it was shipped?
Não foi enviado nada para minha carteira, a carteira sempre foi a mesma. Por que não fornece o comprovativo do envio para que possamos ter a certeza que os foi enviado ?
We recommend that you contact the casino post office, with proof that the money has not arrived. From our side the money was sent, as well as many other transfers on this and other days.
We recommend that you contact the casino post office, with proof that the money has not arrived. From our side the money was sent, as well as many other transfers on this and other days.
Hello! Withdrawal request #1703946007 was approved on 09.08.2023 at 23:21:36 and sent to the user. If he still hasn't received it, we recommend contacting our support team at security@22bet.com. There should not be any problems, the user has successfully withdrawn funds from his account many times.
We understand the importance of resolving this situation, but at the same time, we make sure to respect security and confidentiality. We are only willing to provide information that will not violate the security and privacy principles and standards set by our organization and the law.
Hello! Withdrawal request #1703946007 was approved on 09.08.2023 at 23:21:36 and sent to the user. If he still hasn't received it, we recommend contacting our support team at security@22bet.com. There should not be any problems, the user has successfully withdrawn funds from his account many times.
We understand the importance of resolving this situation, but at the same time, we make sure to respect security and confidentiality. We are only willing to provide information that will not violate the security and privacy principles and standards set by our organization and the law.
I kindly request that you send the information regarding the mentioned money transfer directly to the player. He claims to have not received this amount, and I am confident that you can track the transaction in your system. He can then approach his bank for further assistance.
Thank you.
Dear casino representative,
I kindly request that you send the information regarding the mentioned money transfer directly to the player. He claims to have not received this amount, and I am confident that you can track the transaction in your system. He can then approach his bank for further assistance.
Hello, please ask the player to contact our support team if they still have not received the funds. From our side, the withdrawal has been approved and sent. We hope that this situation will be resolved as soon as possible.
Hello, please ask the player to contact our support team if they still have not received the funds. From our side, the withdrawal has been approved and sent. We hope that this situation will be resolved as soon as possible.
It's been 15 days since I contacted support as the screenshots prove. I wait 10 days for the proof that until now has never arrived.
my support request is proven with the screenshot attesting to the veracity of my communication.
now I request proof that attests the veracity of the information provided by the company, which until now 10 days have passed and I have not received them.
They ask to contact support but they don't respond.
fazem 15 dias que entrei em contato com o suporte como as capturas de tela comprovam. Aguardo a 10 dias o comprovativo que até agora nunca chegou.
a minha solicitação ao suporte está comprovada com a captura de tela atestando a veracidade da minha comunicação.
agora solicito o comprovativo que atesta a veracidade das informações fornecidas pela empresa, o que até o momento se passaram 10 dias e não os recebi.
pedem para entrar em contato com o suporte mais não o respondem.
Could you please intervene and expedite the process? It seems that we are currently experiencing a delay due to the lack of response from the casino's support team.
Dear representative from 22bet casino,
Could you please intervene and expedite the process? It seems that we are currently experiencing a delay due to the lack of response from the casino's support team.
We apologise for the long wait and inconvenience caused by your situation. We have carried out additional checks and found out that the cause of the problem was incorrect information entered by the player when withdrawing funds. He entered his in-game account address to deposit instead of his wallet, which resulted in the funds being returned to his account. Unfortunately, the funds have since been lost.
Please pay attention to the rules and instructions when withdrawing funds to avoid similar situations in the future.
If you have any more questions or need more information, feel free to contact our support team.
Hello!
We apologise for the long wait and inconvenience caused by your situation. We have carried out additional checks and found out that the cause of the problem was incorrect information entered by the player when withdrawing funds. He entered his in-game account address to deposit instead of his wallet, which resulted in the funds being returned to his account. Unfortunately, the funds have since been lost.
Please pay attention to the rules and instructions when withdrawing funds to avoid similar situations in the future.
If you have any more questions or need more information, feel free to contact our support team.
As we wrote earlier, the funds were credited to your gaming account. You then lost them in the casino.
We value the interests of all our players and strive to provide a fair and safe gaming environment for everyone. If a player has any questions or uncertainties about this, they can contact our support team and we will endeavor to provide further information.
As we wrote earlier, the funds were credited to your gaming account. You then lost them in the casino.
We value the interests of all our players and strive to provide a fair and safe gaming environment for everyone. If a player has any questions or uncertainties about this, they can contact our support team and we will endeavor to provide further information.
Could you please provide proof that the money in question, from 12th February, has been returned to Rafaelbl's account? You can send the evidence directly to the player, or you can remove any personal information to comply with GDPR regulations. Additionally, please attach the proof that he lost that amount.
Thank you.
Dear casino representative,
Could you please provide proof that the money in question, from 12th February, has been returned to Rafaelbl's account? You can send the evidence directly to the player, or you can remove any personal information to comply with GDPR regulations. Additionally, please attach the proof that he lost that amount.
I'm unsure how to assist you in this situation. Therefore, please attempt to resolve the issue with the casino support. If you encounter any difficulties, kindly inform us here, and we will patiently await your response.
Dear Rafaelbl,
I'm unsure how to assist you in this situation. Therefore, please attempt to resolve the issue with the casino support. If you encounter any difficulties, kindly inform us here, and we will patiently await your response.
Total disregard for the customer for 2 days that I charged and didn't receive the funds, I contacted chat and they told me to speak to support. I send an email to support and no response.
I paid, sent the receipts, notified the company and did not receive the funds.
I'm going to give up on this casino, 0 assistance in resolving the problems.
I kindly ask CASINO REPRESENTATIVE to speed up the resolution of my situation.
as it is already unsustainable.
Thank you very much in advance.
Descaso total com cliente 2 dias que carreguei e não recebi os fundos, entro em contatando chat e mandam falar com suporte. Envio email no suporte e nada de resposta.
paguei, enviei os comprovantes comuniquei a empresa e não recebi os fundos.
vou desistir desse cassino, assistência 0 na resolução dos problemas.
peço por gentileza REPRESENTANTE DO CASSINO agilize olá resolução da minha situação
We are sorry that you have faced this situation. However, if the player makes a mistake when entering the data, in this case, the funds are always returned to the player's game balance.
It is important to note that the decision to use these funds for further bets or to withdraw them from the game balance remains at the discretion of the player. We always support responsible gaming and try to provide players with the necessary information so that they can make informed decisions.
If you have any further questions or require a detailed betting history, please contact our support team. We will be happy to assist you and provide you with all the information you need.
Thank you for your understanding and for being with us.
Hello!
We are sorry that you have faced this situation. However, if the player makes a mistake when entering the data, in this case, the funds are always returned to the player's game balance.
It is important to note that the decision to use these funds for further bets or to withdraw them from the game balance remains at the discretion of the player. We always support responsible gaming and try to provide players with the necessary information so that they can make informed decisions.
If you have any further questions or require a detailed betting history, please contact our support team. We will be happy to assist you and provide you with all the information you need.
Thank you for your understanding and for being with us.
Could you please provide a brief explanation to Rafaelbl regarding the situation with the money in question? It would be helpful if you could include some dates so that he can easily locate this transaction in his betting history.
Thank you.
Dear Casino representative,
Could you please provide a brief explanation to Rafaelbl regarding the situation with the money in question? It would be helpful if you could include some dates so that he can easily locate this transaction in his betting history.
and since this house doesn't give me confidence, I take a screenshot of all operations
Yesterday, 29/09, I charged €1500 which was not credited to me
I try to talk on chat but it's pure humiliation with no response, etc.
As I said previously, I take screenshots of everything so to prove what I say, here are the images I count on your support to further resolve this problem.
Matej por mais uma vez tenho que mudar o assunto.
MAIS UM CARREGAMENTO NÃO CREDITADO
e como está casa não me passa confiança eu faço a captura de tela de todas as operações
Ontem 29/09 efetuei um carregamento no valor de 1500€ que não me foi creditado
tento falar no chat porém é uma pura humilhação sem resposta etc.
Como falei anteriormente eu faço captura de tela de tudo então pra provar o que falo seguem as imagens conto com o vosso apoio para assim resolver mais este problema.
Our technical support team has already responded to your inquiry. We are pleased to inform you that the funds in question have been successfully credited to your gaming account, following the withdrawal details you provided. Specifically, the amount was deposited into your gaming account on August 9th at 20:56 (UTC+3). To confirm this transaction, we kindly recommend checking the "transaction history" section within your gaming account.
Should you have any further questions or require additional assistance, please do not hesitate to reach out to us.
Hello!
Our technical support team has already responded to your inquiry. We are pleased to inform you that the funds in question have been successfully credited to your gaming account, following the withdrawal details you provided. Specifically, the amount was deposited into your gaming account on August 9th at 20:56 (UTC+3). To confirm this transaction, we kindly recommend checking the "transaction history" section within your gaming account.
Should you have any further questions or require additional assistance, please do not hesitate to reach out to us.
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.
Dear Rafaelbl,
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.