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Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Bob7488,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina



Thank you for your reply. 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?

Additionally, if there is any other relevant communication between you and the casino, please forwrad it to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear Bob7488,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Bob7488,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from 22bet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear 22bet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Subject: Thank You & Apologies for the Delayed Response

Dear Ms. Kristina,

Head of Complaints Resolution Team,

First of all, please accept my sincere apologies for the late reply to your message.

It was never out of negligence or disregard. I just wanted to collect my thoughts to write a response that truly reflects my gratitude for your efforts. 🙏

Secondly, I cannot thank you enough for standing by my side from day one until we reached this stage.

You were the only one who listened to me, believed me, and turned my complaint from just words into a "case in safe hands" as you said.

Publishing the complaint on the main page was the real turning point. After that, everything started moving and 22bet finally began to back down.

I am truly grateful, and I will always remember your support. Once I get my funds back in full, it will be thanks to you first, after God.

I am now awaiting Mr. Samuel's instructions to proceed to the final stage, and I am confident we will win as long as you are on our side.

With my deepest respect and appreciation,

Bob7488 - Badr

Hello,

We would like to clarify that the payment has been successfully processed on our side.

Dear Samuel, we have also sent you additional information regarding this case by email for your review.

Thank you for your cooperation.

Hello everyone,

thank you, 22bet Casino, for the update.

Dear Bob7488,

the casino has informed us that the withdrawal has already been successfully processed on their side. Could you please check your account/wallet and confirm whether the funds have arrived? If you have not received them yet, let me know so we can follow up immediately with the casino.

I will wait for your confirmation.

Hello everyone,

Dear 22bet Casino,

the player disputes that the withdrawal was successfully received and is requesting additional proof that the transaction was actually processed. To help clarify the situation transparently, could you please provide the transaction hash (TXID) related to the withdrawal in question?

This would help verify whether the transaction was successfully broadcast and completed on the blockchain.

Dear Bob7488,

once we receive the TXID or additional transaction details from the casino, we should be able to verify the payment status more accurately.

I will now wait for the casino’s response.

Hello,

We have already requested the relevant information from our colleagues and are currently waiting for their update.

As soon as we receive further details, we will get back to you.

Thank you for your patience and understanding.

Hello everyone,

thank you for the update, 22bet Casino.

I appreciate that you have already requested the relevant transaction details from the responsible department. Please provide the TXID or any available blockchain confirmation once you receive it, so we can independently verify the payment status.

Dear Bob7488,

for now, please allow the casino a little more time to obtain the requested information. Once the transaction details are shared, we should be able to clarify the situation more accurately.

I will wait for the next update from the casino.

Hello Samuel,

We have sent you an email with additional information regarding this matter.

Please kindly review it when possible. If any further clarification is required from our side, we will be happy to provide it.

Thank you so much for your attention and participation.

Hello everyone,

thank you for the update.

Dear 22bet Casino,

I confirm that I have reviewed your email and I have now followed up with additional clarification questions regarding the provided materials and the missing transaction verification details.

For now, I will wait for your response and any further supporting information.

Dear Bob7488,

I am currently continuing the communication with the casino outside of the thread in order to clarify the transaction details more thoroughly. I will update the complaint again once I receive their response.

Dear Samuel,

We would like to inform you that we have sent you an email with additional clarification regarding this case.

Please kindly check your inbox and let us know if any further information is required from our side.

Hello everyone,

thank you, 22bet Casino, for the additional clarification provided via email.

I now understand that the disputed withdrawal was allegedly processed via Vodafone Cash rather than through a cryptocurrency network, which would explain why no blockchain TXID exists in this case.

However, as this complaint has already been ongoing for a considerable period of time, I believe we now need to move beyond explanations and focus on verifiable evidence.

Dear 22bet Casino,

while I acknowledge the transaction history provided, I would like to ask whether you can obtain and provide any official payment confirmation, transaction reference, provider confirmation, receipt, or similar documentation from Vodafone Cash or the payment processor confirming that the transfer was successfully completed and delivered to the recipient.

Dear Bob7488,

I would also like to ask you to provide any official documentation you may have from Vodafone Cash confirming that the funds were not received. If you have already contacted the provider, please share their response, transaction history, account statement, or any other relevant evidence.

At this stage, the complaint can only move forward based on tangible evidence from the payment provider or the receiving wallet side. Therefore, I kindly ask both parties to provide any official supporting documentation available so that the matter can be assessed objectively.

I will wait for your responses.

Hello,

We have requested additional information from the relevant team regarding this case and are currently waiting for their response.

Once we receive the necessary details, we will provide an update in this thread.

Thank you for your patience and understanding.

Hello everyone,

thank you for the updates.

Dear 22bet Casino,

thank you for letting me know. I appreciate that you have requested additional information from the relevant team, and I will wait for your next update and any supporting documentation you are able to obtain.

Dear Bob7488,

thank you as well for the information you have provided so far. However, before we proceed further, I would like to clarify one point. When the complaint was initially submitted, my understanding was that you had access to and were using a Vodafone Cash account. However, from your recent comments and the documents provided, it now appears that you may not actually have a Vodafone Cash account.

Could you please clarify exactly how you made your deposits and how the withdrawal was supposed to be received? Do you personally have a Vodafone Cash account, or was another payment method or intermediary involved? A brief explanation of how the transaction was intended to work would help me better understand the situation.

I will wait for both of your updates.

Hello,

We would like to clarify the details of this withdrawal.

According to the information available to us, the player selected Vodafone as the withdrawal method in their profile, not Etisalat. The withdrawal was processed to the phone number 01107231324 and confirmed on 2026-04-07 at 01:45:36 UTC+3.

We also requested the player to provide a statement, not a video, covering the period from the withdrawal date until today. However, the requested statement has still not been provided.

Hello everyone,

thank you for your updates.

Dear 22bet Casino,

thank you for the clarification regarding the withdrawal method and the destination phone number.

In order to objectively assess this case, I would now like to ask you to provide the transaction history related to this player's account, specifically covering both deposits and withdrawals relevant to this complaint. If possible, please include the payment methods used, transaction dates, amounts, statuses, and any available transaction or provider reference numbers.

I would also appreciate if this information could be shared directly in the complaint thread, so that the player has the opportunity to review it as well. I believe this level of transparency will help clarify the matter for both parties and move the complaint towards a fair conclusion.

Dear Bob7488,

At the same time, I would still like to ask you to obtain and provide an official Vodafone Cash account statement (rather than a screen recording) covering the period from the withdrawal date until the present, as previously requested by the casino. This would help us independently verify whether the disputed withdrawal was ever credited to the wallet associated with the phone number in question.

I will wait for both parties' responses.

Hello everyone,

thank you for your updates.

Dear Bob7488,

thank you for providing the additional screenshot. However, at this stage, the information contained in your latest message does not materially change the current status of the investigation.

Rather than revisiting earlier communication between you and the casino, I would now like to focus on obtaining the information that is currently necessary to verify the disputed withdrawal.

The casino has advised you to contact aml@techsolutions.group, complete the required identification procedure, and request the relevant transaction information through the official channel.

Therefore, I kindly ask you to follow this procedure and let us know the outcome. If you receive any transaction statement, payment confirmation, transaction reference, or any other relevant documentation, please share it with us so that we can continue reviewing the case based on the most up-to-date information.

I will await your update.

Hello everyone,

thank you for the updates.

Dear 22bet Casino,

I understand your concerns regarding privacy and data protection. However, in order for me to properly assess this complaint, I would appreciate it if you could provide any relevant sensitive evidence directly to my email at samuel.s@casino.guru.

In particular, I would be interested in any documentation confirming the status of the disputed withdrawal, transaction references, payment provider confirmations, or any other evidence supporting your position that the withdrawal was successfully processed. Any sensitive information can be shared privately via email and will be reviewed accordingly.

Dear Bob7488,

at the same time, I would like to ask you once again to obtain and provide an official Vodafone Cash account statement covering the period from the date of the disputed withdrawal until the present day.

I understand that obtaining such documentation may not be straightforward, but this remains one of the most important pieces of evidence that could help independently verify whether the disputed funds were ever credited to the wallet associated with your phone number.

For the time being, I will await further information from both parties.

Thank you both for your cooperation.

Dear Samuel,

We have already provided additional information and supporting evidence regarding this case in our private communication.

Could you please review our previous correspondence and clarify what specific information or documents are still required from our side?

We have shared several pieces of evidence already, so we would appreciate a clear indication of what exactly is missing in order to move the case forward.

Thank you in advance.

Hello everyone,

Dear 22bet Casino,

first of all, I would like to apologize for overlooking your previous email. I've been handling a very large number of cases recently, and unfortunately I missed it. I have now reviewed the information you provided and appreciate your cooperation.

Dear Bob7488,

at this stage, the matter primarily depends on whether you are able to obtain and provide the requested Vodafone Cash account statement covering the relevant period. This document remains the most important independent evidence that could help verify whether the disputed withdrawal was credited to your Vodafone wallet.

If you manage to obtain it, please share it with us and we will continue our review accordingly.

I will await your update. Thank you both for your cooperation.

Hello everyone,

Dear Bob7488,

I would like to return to the video you sent me.

Unfortunately, I was not able to review it properly. At the beginning of the recording, I could briefly see the application interface, but when you attempted to show the transaction history, the screen turned completely black and remained that way for approximately five minutes until the end of the video. Because of this, I was unable to verify the information you intended to present.

Could I kindly ask you to record a new video? Please make sure it is recorded directly from the Vodafone Cash application (not Etisalat, if applicable) and that the transaction history remains visible throughout the recording.

Also, if possible, I would appreciate it if your future replies and any supporting evidence could be provided in English. This makes the review process much easier on my side and helps avoid misunderstandings during the investigation.

Thank you for your cooperation. I will wait for your updated video.

Hello everyone,

Dear Bob7488,

thank you for your updates.

Unfortunately, I was still unable to review the videos properly. Could I kindly ask you to send them to my email once again at samuel.s@casino.guru? Hopefully, I will be able to access them correctly this time.

I would also appreciate it if you could answer my previous question. In my last message, I asked you to record the video directly from the Vodafone Cash application (not Etisalat, if applicable). However, you have now mentioned E& Money. Could you please clarify the relationship between Vodafone Cash and E& Money? Are they the same service under a different name, or are they two separate wallets? Understanding this will help me better assess your case.

Thank you for your cooperation. I will wait for your reply and the updated video.

Hello everyone,

thank you both for your latest updates.

Dear Bob7488,

thank you for the additional explanation and for resending the video to my email. I have reviewed your comments and now better understand your position. I appreciate your cooperation and the additional information you have provided.

Dear 22bet Casino,

the player has now clarified that their mobile number is registered with Etisalat Cash. According to the player, at the time of the disputed withdrawal, the Etisalat Cash option was allegedly unavailable on your website, so they selected Vodafone Cash as the withdrawal method while entering their own Etisalat phone number, as it is their only mobile number.

At this stage, I believe some additional clarification is necessary to objectively assess what happened to the payment.

Could you therefore please clarify:

• the phone number to which the payment was sent (you may mask part of the number if necessary),
• whether your payment provider confirmed that the funds were successfully credited to the recipient, rather than merely that the transaction was initiated,
• and provide the payment provider's transaction reference or any confirmation showing the final status of the transfer.

In addition, I would also appreciate clarification regarding the player's deposits. Could you please confirm which payment method or wallet the player used to make deposits to the casino, and whether it corresponds to the payment details used for the disputed withdrawal?

These details should help us determine whether the payment was processed through the correct channel and what ultimately happened to the funds.

I will await your response before reaching any conclusions.

Thank you both for your cooperation.

Dear Samuel,

We would like to inform you that we have sent you an email with additional information and clarification regarding this case.

Please kindly check your inbox.

Thank you.

Hello everyone,

thank you both for your updates.

Dear 22bet Casino,

thank you for providing the additional information and clarification regarding the payment details. I appreciate your cooperation.

Dear Bob7488,

I have reviewed the information provided by the casino. I have also checked the Vodafone Cash application details, and it appears that the wallet is registered to the same phone number you mentioned.

To further clarify what happened with the disputed withdrawal, could you please provide a bank statement or official transaction history from your Vodafone Cash wallet covering at least April 2026 until now?

The document should show the relevant transactions and help us verify whether the disputed amount was actually credited to your wallet or not.

Thank you for your cooperation. I will await the requested document before proceeding further.

Hello Samuel,

Thank you for checking with 22bet.

Important clarification:

I do NOT have a Vodafone Cash wallet.

My wallet is Etisalat Cash / e&money only.

That is why I already sent you the e&money PDF and video showing NO deposit of 2750 EGP.

Please note: My Etisalat phone number is clearly visible at the beginning of the video I sent you.

22bet does not have Etisalat Cash as a withdrawal option.

That is why I was forced to choose "Vodafone Cash" on their website and enter my Etisalat number.

22bet sent the money to the wrong wallet type.

Please check with Vodafone Cash if 2750 EGP was received on my Etisalat number. I am sure they will say NO.

I can provide again the e&money PDF if needed.

Thank you.

Best regards,

Bob7488

Hello everyone,

Dear Bob7488,

I understand your explanation that you only use Etisalat Cash/e&money and that you do not have a Vodafone Cash wallet.

Since the main point of this case is whether a Vodafone Cash wallet is actually registered to the phone number used for the withdrawal, I would kindly ask you to obtain an official confirmation from Vodafone Cash regarding this matter.

Please contact Vodafone Cash support and ask them to confirm whether a Vodafone Cash account/wallet is registered under your phone number.

Additionally, since you were able to provide a video showing the status of your Etisalat Cash wallet, could you please provide a similar recording showing the login/verification process with Vodafone Cash using the same phone number?

The purpose of this is only to clarify whether the number is recognized as a Vodafone Cash account or whether the system indicates that no such account exists.

Once we have this additional information, we will be in a better position to determine what happened with the disputed withdrawal.

Thank you for your cooperation.

Hello everyone,

thank you both for your continued cooperation.

Dear Bob7488,

thank you for your latest explanation.

From your description, I understand that your preferred withdrawal method (Etisalat Cash/e&money) was not available, so you selected Vodafone Cash and entered your Etisalat phone number instead. In my opinion, in such a situation it would have been advisable to contact the casino's customer support before requesting the withdrawal to confirm whether your phone number could be used with a different wallet provider.

Before I proceed further, I would like to clarify a few additional points.

Firstly, could you please confirm your full name as registered on your casino account? If you prefer not to post it publicly, you may send it directly to my email at samuel.s@casino.guru.

Secondly, in your latest reply you mentioned that you attached a video. However, I cannot see any new video attached to your message. Could you please clarify whether you were referring to the video you submitted previously or whether this was intended to be a new recording?

Please note that if you were referring to the previous recording, it unfortunately does not provide much evidential value, as the screen becomes black once the e-wallet application is opened. If you intended to provide a new recording, please let me know and upload it again if necessary.

Dear 22bet Casino,

thank you for the documentation you have provided so far.

However, before I can reach a final conclusion, I kindly ask you to provide additional clarification.

The evidence you previously shared confirms that the withdrawal was processed. However, it does not show the phone number to which the payment was sent. I would therefore appreciate it if you could provide confirmation showing the recipient's phone number. If this information is considered sensitive, please send it directly to my email.

At the moment, based on the information available, it seems possible that the payment may have been sent to an incorrect wallet or that the transaction was not successfully credited if no Vodafone Cash wallet existed for the submitted phone number.

Could you therefore also verify this matter with your payment provider? In particular, I would appreciate clarification whether the funds were successfully credited to an active Vodafone Cash wallet or whether the transaction may have remained pending or should be refunded. If appropriate, I also encourage you to request a trace or refund of the transaction from your payment provider.

Should any of the requested information contain sensitive data, please feel free to send it directly to my email.

Thank you both for your continued cooperation.

Dear Samuel,

We previously shared this information with you by email and have now resent the message for your convenience. Could you please review it when possible?

Thank you.

Hello Samuel,

Here is the video proof you requested.

Video: https://drive.google.com/file/d/14KdeQoZcX7xUZAp9aGKXpovxFlJ5L2Sx/view?usp=drivesdk

This video shows that my active Etisalat Cash wallet is on number 01107231324.

I dialed *777# and it shows my name and wallet is active.

My 22bet account is registered with 01202316068 which has NO wallet.

Please ask 22bet to resend my withdrawal to 01107231324.

Account ID: 1514506337

Name: Badr Ali

Thank you,

Badr

Hello everyone,

Thank you both for your cooperation throughout this complaint.

Dear Bob7488,

I have now carefully reviewed the additional information and evidence provided by both sides, including your latest explanation and the documentation submitted by 22bet.

I understand your position that the funds were not received by you and that you believe the withdrawal should have been sent to your active Etisalat Cash wallet. However, after reviewing the evidence available to me, I do not have sufficient grounds to conclude that 22bet sent the withdrawal to an incorrect number.

It is also important to note that, according to the information available, Etisalat Cash was not available as a withdrawal method at the time of the withdrawal. You therefore selected Vodafone Cash as the available withdrawal method and entered the phone number 01107231324.

In my view, if the preferred withdrawal method was not available, the safer approach would have been to contact the casino's support before proceeding with a different payment method and confirm whether the number associated with the Etisalat Cash wallet could be used for a Vodafone Cash withdrawal. This could potentially have prevented the issue that is now being disputed.

The casino has provided me with supporting documentation, including screenshots, internal transaction records, a video from the payment provider, and relevant internal logs. Based on these materials, the withdrawal was successfully processed via Vodafone Cash and sent to the phone number 01107231324, which corresponds to the number entered when the withdrawal was requested.

I understand that you are stating that this number is associated with your Etisalat Cash wallet and that you did not receive the funds. However, this does not in itself establish that 22bet sent the payment to a different number than the one you submitted, nor does it provide objective evidence that the casino's transaction records are incorrect.

I also have to point out that, as a mediator, I cannot independently determine what happened to the funds after the payment was processed by the casino and its payment provider, particularly where the available evidence indicates that the transaction was sent to the exact number provided in the withdrawal request.

For this reason, I cannot reasonably require 22bet to resend the withdrawal to another wallet number or conclude that the casino withheld the funds. Based on the evidence currently available, I consider the casino's explanation and supporting documentation sufficient to establish that the withdrawal was processed according to the withdrawal details provided by the player.

I will therefore proceed with closing this complaint as Rejected.

If you maintain that the payment was not received despite the payment provider's records showing that it was successfully processed via Vodafone Cash and sent to the specified number, I would recommend escalating the matter to an authority that has the appropriate legal powers to investigate the payment transaction and, if necessary, obtain information from the casino, payment provider, or wallet provider. This could include the relevant law-enforcement authorities or another competent authority in your jurisdiction.

Unfortunately, there is no further action I can reasonably take as a mediator based on the evidence currently available.

Thank you for your understanding.

Samuel

Casino Guru