The player from Spain faced withdrawal issues with the casino 22BetLuck, despite having a total of €1600 remaining after earlier losses. Attempts to withdraw using multiple methods were denied due to a 'payment processing error,' and the customer support did not provide a clear resolution. Additionally, the player's account was restricted from placing bets or making deposits without a specific explanation. The issue was resolved when the player contacted the casino's online chat, leading to the successful payment of winnings via instant SEPA after providing an account statement for verification. The complaint was marked as 'resolved' in the system.
22bet Casino - Player's withdrawals are delayed and account is restricted.
Amount: €1,650
22bet Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.9
22bet Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months 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
2 months 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
2 months 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:
Public
Public
2 months ago
Translation
I must point out that 22BetLuck Casino has sent the payment of my winnings a couple of days ago.
I simply tried to contact the online chat and by speaking to an agent they were able to give me a solution to withdraw my funds. I had to send a couple of emails with an account statement so they could verify that it belonged to me and they made the payment to me via instant SEPA, which appeared in my account in less than 1 hour.
I recommend all users to try to contact them via online chat. They have personalized assistance at all times. If I remember correctly, they responded to me when I contacted them at 10 pm from Spain.
Thanks to 22BetLuck for complying and to Casino Guru for their management despite not having to go any further on this occasion as the casino responded correctly.
Greetings and good luck
Automatic translation:
Public
Public
2 months ago
Dear Mak-24,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
