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Dear Casino Guru Team,

I am writing to seek your assistance with an issue I am experiencing with 22bet. On 4th July, I deposited ₹5000 using the UPI payment method. Unfortunately, the payment has not been credited to my 22bet account as of today.

Despite raising multiple complaints with 22bet’s support team, I have only received the response that they are "waiting for a reply from the payment specialist." This lack of action and resolution has been highly frustrating.

Could you please help me resolve this issue? Your guidance and support in expediting this process would be immensely appreciated.

Thank you in advance for your assistance

Dear JoyLord1990, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Dear Veronica,

Thank you for your prompt response and for keeping the complaint open. I understand that the process can be complicated and time-consuming.

In the meantime, could you please assist by reaching out to 22bet on my behalf? Perhaps your involvement might expedite their response or provide additional leverage to resolve this issue more swiftly.

I will also contact my payment provider as you suggested and will keep you updated on any progress.

Thank you very much for your understanding and support.

Dear Veronika,

I am writing to provide an update on my deposit issue with 22bet. I contacted their support team again, and they have confirmed that they have not received my deposit. They advised me to contact my bank, despite the fact that my bank has already confirmed the amount was deducted on the same day of the deposit.

Given this conflicting information, I am at a standstill. Could you please assist further by reaching out to 22bet on my behalf to help resolve this issue? Your involvement might be crucial in expediting a resolution.

Thank you very much for your continued support and assistance.

Dear JoyLord1990,

As I mentioned in my first reply, we also recommend you contact your payment provider. If you already contacted your bank, please provide me with the email conversation or any other evidence of your communication between you and bank showing that the deposit was successfully processed and sent to the casino. My email address is veronika.l@casino.guru.

Dear JoyLord1990,

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 Veronika,

Thank you for your response. I physically visited my bank branch to inquire about the deposit, so I don't have an email conversation to provide. However, I can share my bank statement showing that the deposit was successfully processed and sent to 22bet.

If you would like, I can provide my bank statement for further verification. Please let me know if this would be helpful.

Thank you for your continued assistance with this matter.

Please send me the payslip of the deposit, your bank statement starting from 4 July up to this day, and also the screenshot of your deposit history in the casino account. My email address is veronika.l@casino.guru. Thank you.

Dear JoyLord1990,

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.

We’ve reopened this complaint at the request of JoyLord1990. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you very much, JoyLord1990, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear JoyLord1990,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 22bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 22bet Casino,

Could you please provide detailed information regarding this case and assist in determining what happened with the player's deposit? Have you received the information from the payment specialist that you were waiting for, as mentioned in your previous statement to the player?

Thank you in advance for your response!

Best Regards,

Kubo

Hello JoyLord1990,

We are very sorry to hear that you’ve encountered difficulties. To assist you further, please confirm the email address you used to register on our platform. Unfortunately, the information in your complaint does not appear in our system, and we want to resolve this issue as quickly as possible.

Thank you for being so understanding.

Dear 22bet Casino,

Thank you for your prompt response.

Dear JoyLord1990,

Please follow the casino's instructions and provide the email address you used when registering with 22bet Casino.

Dear JoyLord1990,

Could you please provide the link through which you access the casino's site? I’ve noticed that the email address you used to register the complaint matches the one you provided in your last post. However, it seems there may be an issue with the last three digits of your user ID, as they appear to be in the wrong order.

This discrepancy might be a simple mistake, but it’s unusual that the casino representative has been unable to locate your account in their database. There’s a possibility that there might be confusion with a different casino.

Thank you for your assistance in clarifying this matter.

I'm accessing via https://22win88.com/office/account also their app. Actually I'm used to login with my mobile number only without the email id. Today only i added the email to my 22bet gaming account.

Dear JoyLord1990,

Thank you for the update and for sharing the screenshot. I now understand why the casino had difficulty locating your account in their database.

Dear 22bet Casino,

Have you been able to locate the player's account in your system with this new information? Are there any updates regarding this case?

Hello JoyLord1990,

We are sorry to hear that you have encountered difficulties. We have clarified the information on this issue: if the deposits were not successful but the funds were debited, we advise the client to contact their bank for further assistance.

It is also possible that you are not receiving our responses due to email domain settings. Please contact us using the registration email from the Gmail domain.

Thank you for your understanding and co-operation.

Hello,

I am extremely disappointed with the handling of this issue. The funds were clearly debited from my bank account and have been confirmed by my bank as successfully received by your partner, "HARSH ENTERPRISES-BOIM-45039428," on the same day of the transaction. Your continued insistence that I contact my bank, despite their confirmation that the money was transferred to 22bet’s partner, is both frustrating and unacceptable.

Regarding the email domain issue, I understand that my registered email is not on the Gmail domain. However, this should not impact the resolution of my deposit issue. I have been receiving your emails without any problem, so please focus on resolving the issue at hand rather than diverting attention to the email domain.

I expect 22bet to take responsibility and properly investigate this matter instead of deflecting the issue. My patience is running out, and if this issue is not resolved promptly, I will be forced to escalate it further.

Please address this matter immediately and provide a satisfactory resolution.

Thank you.

Best regards,

JoyLord1990

Dear JoyLord1990,

Have you submitted all evidence of your deposit, including the bank statement and screenshots of the successful payment, to the casino? If so, what was their response?

Dear 22bet Casino,

If you have received the player's documents, have you had a chance to review them? It appears that the payment was successful on the player’s end. Could you kindly recheck this specific transaction with your payment provider? The funds must have been allocated somewhere, and it’s evident they were not refunded to the player’s bank account.

Thank you in advance for your assistance.

Dear Kubo,

Yes, I have submitted all the necessary evidence to the casino, including my bank statement, the successful payment slip from the UPI app, and a screenshot of my deposit history. Despite providing all the documents, 22bet continues to claim that they did not receive the funds and advised me to contact my bank again. However, my bank has already confirmed that the money was successfully transferred to 22bet's partner, "HARSH ENTERPRISES-BOIM-45039428."

Their response has been disappointing and unhelpful, as they keep deflecting the issue without taking responsibility or providing a proper resolution.

I would appreciate any further guidance or assistance you can offer.

Hello! We apologize for the delay. We are currently verifying the information and will get back to you with the results as soon as possible. Thank you for being so patient!

We're sorry for any inconvenience caused and aim to speed up the process of resolving your complaint. Please send all evidence of your deposit to our email compliance@22betaffiliate.com. Please attach a bank statement and screenshots of confirmation of successful payment. Thank you for your co-operation and understanding!

Hello JoyLord1990,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Everyone,

I apologize for the delay of my response and I appreciate your patience during my absence last week. I’m back now and fully committed to resolving this matter.

Dear 22bet Casino,

Following up on our previous communications, you should have received all relevant evidence from the player regarding this issue. Please escalate this matter to the payment provider and obtain information related to the specific transaction in question.

Thank you for your attention to this matter.

Dear JoyLord1990,

Could you please confirm if you used the email address (compliance@22betaffiliate.com) provided by the casino to submit your evidence? If so, I kindly ask you to resubmit all requested documents to this email address and CC me. This will ensure we have a record of your submission, allowing us to proceed with the investigation into your missing funds.

Thank you for your cooperation!

Dear Kubo, Could you Send me your email address which I need to send CC of the evidences.

Dear JoyLord1990,

I apologize for not including the email address earlier. Please send it to jakub.m@casino.guru.

Thank you!

Mail sent already.

Dear JoyLord1990!

Thank you for the provided documents. For us to quickly resolve your situation, please provide an up-to-date bank statement with information as of today. You sent a statement only up to 13 August, and you would need to update it to complete the checking.

We have already emailed you but haven't gotten a response yet.

Dear JoyLord1990,

Could you please send the bank statements for the requested period up to today? This is needed to verify whether your deposit was refunded in the meantime. As before, please share those statements with the casino and also with me.

Thank you!

Dear JoyLord1990,

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.

I shared Up-to-date bank statement to you and 22bet. Kindly check.

Dear JoyLord1990,

Thank you for providing the new statement.

Dear 22bet Casino,

Could you please provide an update on this case? Have there been any findings from the payment provider? Has there been any progress in your investigation? This case has been open for over three months now, and there has been no significant development apart from repeated requests for bank statements. I must inform you that this cannot continue indefinitely. If there are no updates soon, I will have no choice but to mark this complaint as unresolved.

Thank you for your understanding and prompt response.

Hello!

We are actively working on this case and are awaiting information from the payment provider. Please note that we received the necessary bank statement only yesterday.

Thank you for your patience!

Hello,

I would like to clarify that the up-to-date bank statement was not shared with you only yesterday. I have been submitting it to your chat support team from day one, along with other required documents. Despite this, I’ve received repeated requests for the same documents, which has significantly delayed the resolution of this issue.

I request that you expedite the investigation with your payment provider, as this matter has been ongoing for over three months now. I’ve been more than cooperative and patient, but I expect a timely and satisfactory resolution at this point.

Hello JoyLord1990,

Please accept our sincere apologies for the delay. Our payment department has been checking all information thoroughly to understand the situation and help you as soon as possible.

For further verification, we kindly ask you to provide a deposit receipt, which will show the sender and recipient information (reference ID), as well as the details of the transaction (date and amount). If you have additional deposit receipts besides the ones that have already been verified, we would be grateful if you could send them as well. This will help speed up the resolution process.

Thank you for your patience and understanding! We are here to help you every step of the way.

Dear JoyLord1990,

Thank you for your patience throughout this process. As mentioned in my previous post, we cannot keep this complaint open indefinitely. Despite your full cooperation and the submission of all requested evidence, there have been no developments in this case. Regrettably, the casino has not conducted a thorough investigation.

Therefore, I must close this case as unresolved for now. However, if the casino is able to provide any new and relevant information that could lead to a resolution, we will be more than happy to reopen the complaint.

I sincerely apologize that we couldn’t assist you further on this occasion. Your understanding and cooperation have been greatly appreciated.

Thank you once again, and I wish you all the best.

Best Regards,

Kubo