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After several months of activity in the casino, last week I made a deposit of € 100 that I cannot use since they have asked me for my ID. I sent it to them last week but as of this moment no response from them. There are already 3 emails that I have sent. There is no contact phone number and in the live chat all they say is that it is a matter from another department. With which there is no way to talk. Regrettable

Tras varios meses de actividad en el casino, la semana psada hice un deposito de 100€ que no puedo utilizar ya que me han pedido el DNI. SEe lo he enviado la semana pasada pero a partir de este momento ninguna respuesta por parte de ellos. Ya van 3 mails que he enviado. No hay telefono de contacto y en el chat en vivo lo unico que dicen es que es un tema de otro departamento. Con el cual no hay manera de hablar. Lamentable

Dear Marco,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please explain how you cannot use your deposit? Has it been credited to your account, but you cannot place bets? Or there aren’t any games available?

Have you received any explanation from the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hello, thanks for answering.

As soon as I made the deposit, they blocked my access to all the games and asked me to send my ID. I sent it the same day, now 7 have passed and I have no response. I have sent you two more emails, with no response. On the web they say they answer in 24 hours, in the support chat the only thing they do is copy paste saying that the requests are examined in order of arrival. They also say that they are only for support and that the document issue is handled by the security department, a ghost department since it does not have a telephone, it does not have chat and they never answer emails. It is a tunnel with no exit.

Thank you

Hola, gracias por contestar.

Nada mas hacer el deposito me bloquearon el acceso a todos los juegos y me pidieron enviar DNI. Se lo mande el mismo dia, ahora han pasado 7 y no tengo ninguna respuesta. Les he mandado dos mails mas, sin respuesta. En la web dicen contestan en 24h, en el chat de soporte lo unico que hacen son copia pega diciendo que las solicitudes se examinan por orden de llegada. Ademas dicen que ellos solo son de soporte y que el tema documento lo lleva el departamento de seguridad, un departamento fantasma ya que no tiene telefono, no tiene chat y nunca contestan a los mails. Es un tunel sin salida.

Mil gracias

Obviously, not only have they blocked my access to all the games, but they also don't let me withdraw the € 100 deposited.

Obviamente, no solamente me han bloqueado el acceso a todos los juegosnsino que tampoco.me dejan nñretirar los 100€ depositados

Thank you very much Marco for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Marco,

I looked at your complaint and will do my best to help you. I would like to invite 22bet Casino into this conversation. Casino, can you please specify what is the problem with the player’s deposit?

Good morning,

Another day without any response to my emails from them

Buenos dias,

Otro dia mas sin ninguna respuesta a mis mails por parte de ellos

Good morning,

We are still the same. Yesterday I contacted support and nothing, they do not have these issues, obviously those who supposedly have the issue ... I don't know where they are and what to do to talk to them. Thanks for your cooperation

Buenos dias,

Seguimos igual. Ayer contacté con soporte y nada, que ellos no llevan estos temas, obviamente los que supuestamente llevan el tema...no sé sabe donde están y qué hacer para hablar con ellos. Gracias por vuestra colaboración

Dear Marco,

at this moment we need to wait if Casino will react to this complaint. We are aware that they are not responsive but currently we can't do more.

Roger that wilian.

Ed that it is desperate and regrettable how they steal money so quietly from people.

A curiosity: has a complaint ever been positively resolved with this casino?

. .

Entendido wilian.

Ed que es desesperante y lamentable como roban dinero tan tranquilamente a la gente.

Una curiosidad: se ha resuelto alguna vez positivamente una queja con este casino?

Yes, Marco, there are some solved complaints.

We would like to ask the 22bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello William,

In case the Casino does not answer, which is the safest thing since now I am clear that they are anything but a serious Casino ... Do you know what other means I can turn to to prevent them from stealing my money so blatantly?

Thank you

Hola William,

en caso de que el Casino no conteste, que es lo mas seguro ya que ahora tengo claro que son todo menos un Casino serio...sabes a que otros medios me puedo dirigir para evitar que me roben el dinero tan descaradamente?

Muchas gracias

Dear Marco,

if they'll not respond we'll be forced to close the complaint as unresolved. It will have a negative effect on Casino's rating and everyone can read about it. Probably your last option, in this case, is to contact License provider Curacao at this email address: certria@gaminglicences.com.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

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.

Hello Marco,

I have received information from the casino stating that you successfully withdrew €100.

Can you please confirm this?

Thank you.

Dear Marco,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.