22bet Casino - Pelaajan kotiutuspyyntö on viivästynyt.

I deposited 1000 NOK with PaysafeCard. I then played for a while and won 3000 NOK. All the deposit wagering requirements have been met.

When I tried to withdraw, I noticed that PaySafeCard was not an option. I therefore tried to use Bank Transfer, but got this message: "To be able to withdraw your funds, you must have made a deposit using the same payment method". The same result with crypto withdrawal.

I then selected VISA-card (The only option that I actually was able to select), but the withdrawal got rejected. I talked to customer support, and they told me the same as the earlier message (To be able to withdraw your funds, you must have made a deposit using the same payment method).

I tried to explain that this option was not available in my profile and asked them if they could approve a withdrawal through other methods. This is a usual procedure at other casinos. I sent them required documents to security@22bet.com, but they still won't do anything.

I have tried to reason with them several times, but I still get the same answer; "To be able to withdraw your funds, you must have made a deposit using the same payment method". And this is impossible for me, since the PaySafeCard-option is not available in my profile.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 22bet Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Could you please advise if you have been informed about any alternative method to withdraw your winnings? Could you kindly confirm if you passed the full KYC verification? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Attila

Hi! Thank you for a quick response.

I have played at other casinos that offers PaySafeCard as a deposit option, and SEPA/IBAN transfers for withdrawal. However, this is not the case with this casino.

Every time I talk to customer service, they let me wait for 15 minutes, tell me that PaySafeCard is unavailable, write "Please try again at a later time", then closes the chat before I can even reply.

I have offered to send documents that are usually sent for KYC/Verification, however they keep telling me that PaySafeCard is unavailable, and that withdrawal is impossible with other methods than what was used with deposit.

Because of this, I am unable to proceed with anything. I have tried to withdraw to my credit card, cryptocurrency and SEPA, but the transaction gets automatically rejected within 30 minutes with the same message: "To be able to withdraw your funds, you must have made a deposit using the same payment method".

Customer service really doesn't let you explain the situation. They just provide ready-made copy & paste-answers and close the chat.

I really don't know how to proceed. I might add that I have dealt with other casinos that have used a long time for verification/withdrawal, but they have at least provided the possibility to select another withdrawal option as long as you can prove ownership of the bank account. Which I have offered to do several times, but with no answer.

Further help is much appreciated.

Thanks in advance.

Thank you for your response. Could you please provide a screenshot of the withdrawal page along with any error message that appears? Additionally, I would appreciate it if you could confirm whether you have attempted to deposit using any other payment method in order to activate the withdrawal options. Thank you in advance for your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear norwegiangambler22,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila