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The casino does not allow withdrawals using the same method used to deposit (crypto).

Hello,

I had a very frustrating experience with this casino. I made a cryptocurrency deposit without any issues, and just a few minutes later, when I tried to request a withdrawal, the cryptocurrency method had completely disappeared from the platform.

I contacted customer service, and they confirmed that cryptocurrency withdrawals would no longer be possible, without offering me a viable alternative or clear solution.

I find this behavior unprofessional and potentially abusive: they accept deposits through one method and then abruptly withdraw them once the money is in. Furthermore, the support agent (Valentina) offered no real help and avoided providing reasonable explanations.

I request Casino Guru's intervention so I can withdraw my funds securely and using the same method used to deposit, as is required according to industry best practices.

El casino no permite retirar por el mismo método usado para depositar (cripto)

Hola,

He tenido una experiencia muy frustrante con este casino. Realicé un depósito mediante criptomonedas sin ningún problema, y apenas unos minutos después, cuando intenté solicitar un retiro, el método de criptomonedas había desaparecido completamente de la plataforma.

Consulté con el servicio de atención al cliente y me confirmaron que ya no sería posible retirar por criptomonedas, sin ofrecerme una alternativa viable ni solución clara.

Este comportamiento me parece poco profesional y potencialmente abusivo: aceptan depósitos por un método que luego eliminan de forma repentina una vez el dinero ya está dentro. Además, la agente del soporte (Valentina) no ofreció ayuda real y evitó dar explicaciones razonables.

Solicito la intervención de Casino Guru para poder retirar mis fondos de forma segura y por el mismo método utilizado para depositar, tal como debería ser según las buenas prácticas del sector.

Dear uuuooohhh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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. Therefore this doesn’t necessarily have to be the casino’s mistake.

• Have you made any successful withdrawals before?
• Is there any alternative withdrawal method that would be suitable for you?

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Cristina,

Thank you for your response. I understand that external factors can affect the availability of payment methods, but in this case the situation is different.

I successfully deposited via cryptocurrency, and just a few minutes later, that same method disappeared completely. There was no advance notice, nor any indication that it wouldn't also be possible to use it for withdrawals. I find it unreasonable to allow funds to be deposited via a method that is then immediately blocked for withdrawal.

I've never made a successful withdrawal from this account before. I was offered alternative methods that weren't suitable for me or weren't available in my region.

Therefore, I request that I be allowed to withdraw using the same method I used to deposit, or that I be provided with a realistic solution to recover my funds. I appreciate any help you can provide to resolve this issue fairly.

Hola Cristina,

Gracias por tu respuesta. Entiendo que factores externos pueden afectar la disponibilidad de métodos de pago, pero en este caso la situación es diferente.

Yo realicé un depósito exitoso mediante criptomonedas, y tan solo unos minutos después ese mismo método desapareció por completo. No hubo aviso previo, ni indicación de que no sería posible usarlo también para retirar. Me parece poco razonable permitir el ingreso de fondos por una vía que luego se bloquea de forma inmediata para la retirada.

Nunca antes he realizado un retiro exitoso en esta cuenta. Me ofrecieron métodos alternativos que no son adecuados para mí o no estaban disponibles en mi región.

Por eso solicito que se me permita retirar por el mismo medio con el que deposité, o bien que me proporcionen una solución realista para recuperar mis fondos. Agradezco cualquier ayuda que puedan brindarme para resolver este problema de forma justa.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, thanks for the reply. I've already sent you the email.

Hola Kristina gracias por la respuesta. ya te he mandado el mail.

I received your email; however, it doesn't include the information I requested in my last message - the communication between you and the casino. Can you please forward it to me so we can proceed with this complaint?

Hello Kristina,

Thanks for your follow.

I've reviewed all my channels and confirm that **all communication with 22Bet was via the live chat** on the website. Unfortunately, I don't have access to automatic transcripts, as the system doesn't offer the option to save or forward messages.

What I can confirm is the following:

– They informed me via chat that **I couldn't withdraw funds because the deposit method was in cryptocurrency**, and according to them, the withdrawal must be made using the same method.

– However, my account shows **withdrawal methods available in fiat** (such as card and transfer), and **there is no visible option to withdraw in cryptocurrency**, making a full withdrawal impossible.

I have already sent you screenshots of the deposit and withdrawal methods as proof.

I remain available if you need me to reproduce the message I received in the chat, either summarized or written as a testimony.

All the best,

Isaac

Hola Kristina,

Gracias por tu seguimiento.

He revisado todos mis canales y confirmo que **toda la comunicación con 22Bet fue a través del live chat** dentro de la web. Lamentablemente, no tengo acceso a transcripciones automáticas, ya que el sistema no ofrece opción para guardar o reenviar los mensajes.

Lo que sí puedo confirmar es lo siguiente:

– Me informaron por chat que **no podía retirar fondos porque el método de depósito fue en criptomonedas**, y según ellos, el retiro debe hacerse por el mismo método.  

– Sin embargo, en mi cuenta aparecen **métodos de retiro disponibles en fiat** (como tarjeta y transferencia), y **no hay opción visible para retirar en criptomonedas**, lo que imposibilita la retirada total.

Ya les he enviado capturas de los métodos de depósito y retiro como prueba.

Quedo a disposición por si necesitáis que reproduzca el mensaje que me dijeron por el chat de forma resumida o redactada como testimonio.

Un saludo,  

Isaac

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you uuuooohhh for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 22bet Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Hello,

Thank you for bringing this to our attention. We are currently reviewing the details and will follow up with you as soon as we have an update.

Hello! We have clarified the information regarding this case and would like to provide the following details.

For this player, cryptocurrency withdrawal methods are not available. We recommend using a SEPA bank transfer — this is the most reliable option, with processing times of up to 7 business days. Please note that Santander Bank is not supported for transactions.

The system also shows the following available methods:

Payeer

Jetonbank

Bank cards Visa/Mastercard

To withdraw via these methods, at least a minimum deposit with a wagering coefficient of 1.1% is required. For SEPA withdrawals, this condition does not apply.

If the SEPA withdrawal request is declined, the player should send an email in English to verification@22bet.com. The request must state that they wish to withdraw funds via SEPA and include photos of both sides of their identity document. The photos must be original (not cropped or scanned) with all information clearly visible.

We recommend following these steps to ensure a successful withdrawal.

Hello Tomas,

Thank you for your management in this case.

I wish to point out that:

The deposit was made using cryptocurrency, a method that was fully enabled at the time the funds were deposited.

On the same day I requested the withdrawal, the cryptocurrency withdrawal option disappeared from the platform, without prior notice or sufficient technical explanation.

This conduct constitutes, in my opinion, a breach of contract and an act of bad faith on the part of the operator, since the basic principle of online gaming is that players must be able to withdraw their funds using the same method they used to deposit.

Accepting cryptocurrency deposits and then unilaterally eliminating the ability to withdraw through that channel is equivalent to retroactively changing the terms of the contract and leaving the player defenseless.

I therefore request that the casino be required to process my withdrawal using the same method used for the deposit (cryptocurrencies), in compliance with the principles of transparency, payment symmetry, and contractual good faith.

I look forward to your support in this matter.

Sincerely,

Isaac

Hola Tomás,

Gracias por tu gestión en este caso.

Deseo puntualizar que:

El depósito se realizó mediante criptomonedas, método que estaba plenamente habilitado en el momento de ingresar los fondos.

En el mismo día en que procedí a solicitar el retiro, la opción de retiro en criptomonedas desapareció de la plataforma, sin previo aviso ni explicación técnica suficiente.

Este proceder constituye, a mi entender, un incumplimiento contractual y un acto de mala fe por parte del operador, ya que el principio básico en materia de juego online es que el jugador debe poder retirar sus fondos por el mismo método que utilizó para depositar.

Aceptar depósitos en criptomonedas y, acto seguido, eliminar unilateralmente la posibilidad de retirar por ese canal, equivale a cambiar las condiciones del contrato de forma retroactiva y dejar al jugador en una situación de indefensión.

Solicito, por tanto, que se requiera al casino a procesar mi retiro por el mismo método empleado en el depósito (criptomonedas), en cumplimiento de los principios de transparencia, simetría en los pagos y buena fe contractual.

Quedo a la espera de su apoyo en este asunto.

Atentamente,

Isaac

Hello!

Dear uuuooohhh, we are sorry to inform you that this matter does not depend on us directly, but on regional restrictions and payment providers.

Our specialists have already provided you with the available withdrawal options. We kindly ask you to cooperate and follow the instructions given so the issue can be resolved smoothly.

Dear Casino Guru Team,

I would like to express my concern with the response received from 22Bet.

1. The casino accepted my cryptocurrency deposit without any issues.

2. Just a few minutes later, the cryptocurrency withdrawal option was suddenly removed from the platform, preventing me from withdrawing my funds via the same method.

3. Citing "regional/payment provider restrictions" does not justify this behavior at all: accepting deposits using one method and then blocking withdrawals using that same method constitutes an abusive practice and possibly contravenes the operator’s obligations under its license.

According to industry best practices and international AML/KYC regulations, casinos must offer players the option to withdraw using the same method used to deposit. Failure to do so exposes the casino to a breach of contract and regulatory risk.

Therefore, I request that Casino Guru take a firmer stance and require the casino to:

Reinstate the cryptocurrency withdrawal option for players who deposited via this method, or

Provide an equivalent and transparent crypto alternative.

In the event of a refusal, I will be forced to escalate this case to Curaçao eGaming, as well as file additional public complaints on platforms such as Trustpilot and AskGamblers, as I consider this behavior to be a form of improper withholding of funds.

Sincerely,

Isaac

Querido equipo de Casino Guru,

Quisiera expresar mi preocupación con la respuesta recibida por parte de 22Bet.

1. El casino aceptó mi depósito en criptomonedas sin ningún inconveniente.

2. Apenas unos minutos después, la opción de retiro en criptomonedas fue eliminada repentinamente de la plataforma, impidiéndome retirar mis fondos por el mismo medio.

3. Alegar "restricciones regionales/proveedores de pago" no justifica en absoluto esta conducta: aceptar depósitos en un método y luego bloquear los retiros por ese mismo método constituye una práctica abusiva y posiblemente contraria a las obligaciones del operador bajo su licencia.

Según las buenas prácticas del sector y la normativa internacional AML/KYC, los casinos deben ofrecer al jugador la opción de retirar por el mismo método utilizado para depositar. Al no hacerlo, el casino se coloca en una posición de incumplimiento contractual y de riesgo regulatorio.

Por ello, solicito que Casino Guru adopte una posición más firme y requiera al casino que:

Restituya la opción de retiro en criptomonedas para jugadores que depositaron por este método, o

Proporcione una alternativa cripto equivalente y transparente.

En caso de negativa, me veré obligado a elevar este caso a Curaçao eGaming, así como a presentar quejas públicas adicionales en plataformas como Trustpilot y AskGamblers, ya que considero este comportamiento como una forma de retención indebida de fondos.

Atentamente,

Isaac

Dear uuuooohhh, after reviewing the regulations of the casino licensing authorities, I have found no mention of payment options needing to be available for both deposit and withdrawal. As such, the casino can choose which payment options are available for players, and you will be forced to withdraw your funds through a different payment option. Unfortunately, there isn't much we can do in this situation, and I apologize that I'm unable to be of more help on this occasion. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

The truth is that, for privacy reasons, I can't withdraw using conventional methods, and I'll be forced to lose the money. It seems surreal to accept cryptocurrency as a payment method and then be forced to use a traditional bank.

la verdad que por un tema de privacidad no puedo retirar por métodos convencionales y me veré obligado a perder el dinero. Me parece surrealista aceptar cryptomoneda como metodo de pago y luego obligarme a usar un banco tradicional.

In that case, I am forced to reject your complaint. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.

Kind regards,

Peter