The player from Spain is facing withdrawal issues with the casino 22BetLuck, despite having a total of €1600 remaining after earlier losses. Attempts to withdraw using multiple methods are denied due to a 'payment processing error,' and the customer support has not provided a clear resolution. Additionally, the player's account is restricted from placing bets or making deposits without a specific explanation.
22bet Casino - Player's withdrawals are delayed and account is restricted.
Amount: €1,650
22bet Casino
Safety Index:Above averageSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
4d 9h 24m 23s
Case summary
3 days ago
Public
Public
4 days ago
Translation
Dear Sir/Madam,
I am writing to formally lodge a complaint regarding the betting site 22BetLuck.com, where I have an account registered under the user number 978571915. I have made deposits exceeding €2000, losing progressively with each deposit until I eventually recovered €1600 (meaning I lost €400). However, when I decided to withdraw, I encountered multiple issues.
Withdrawal Attempts Denied: I tried to withdraw my funds using two different credit cards, bank transfers (SEPA), and Jeton, but on both occasions, the transaction was rejected with the message "Declined by operator. (Payment processing error)".
Support Response Lacking: I contacted 22BetLuck's support to resolve the issue, but to date, I have not received any clear response to help me resolve the situation and access my funds.
Betting Blocked: Recently, I received an email from 22BetLuck indicating that my account has been restricted from placing bets and making deposits, allowing only withdrawals. However, no specific reason was given for this action, and I still cannot withdraw my money.
I kindly request the intervention of Casino Guru to mediate this situation and ensure that 22BetLuck.com releases my funds promptly and fairly. I have complied with all the account verification requirements and believe there is no valid reason to withhold my balance.
I appreciate your help in this matter and await a favorable response.
Automatic translation:
Public
Public
3 days ago
Dear Mak-24,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Did you accumulate your winnings with or without an active bonus?
- Could there be any remaining wagering requirements that need to be met?
- Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Public
Public
3 days ago
Translation
Dear Dominika,
Thank you for your response and willingness to help. Below I answer your questions to give more context to my situation:
Have you made any successful withdrawals before?
Yes, I have made successful withdrawals on other betting platforms, but this is the first withdrawal attempt on 22BetLuck.com. I tried to withdraw using two different credit cards, but both transactions were declined with the message "Declined by operator. (Payment processing error)". I also tried using SEPA and JETON Wallet, and in both cases I was denied because I had not previously deposited using these methods.
Did you accumulate your winnings with or without an active bonus?
I accumulated my winnings without any active bonus. I did not have any pending or in-use bonuses at the time of placing the bets that generated my winnings.
Could there be any remaining wagering requirements that need to be met?
No, there are no pending wagering requirements. As I mentioned, I did not use any bonuses and wagered only with my cash balance. Also, I checked the terms and conditions and met all the requirements to be able to withdraw my funds.
Could you please share your communication with the casino regarding the withdrawal?
The casino responded to me at first, indicating technical problems. Later, when I requested a solution again, they limited my account, so that I could not place bets or make deposits. Later, they sent me an incongruous solution where they ask me to deposit using another method in order to make the withdrawal, but I cannot deposit, because they have restricted this option in my account. Since September 23, they have not responded again despite having sent two emails. I sent screenshots of our communication to your email attached.
I hope this information is useful in helping me resolve this issue. I look forward to any further guidance you can provide.
Thank you very much for your help.
Automatic translation:
Casino Guru is examining the case
