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This email serves as a formal complaint regarding a deposit that was successfully debited but not credited to my 22Bet account.

I have provided complete and verifiable evidence, including the payment confirmation, Retrieval Reference Number (RRN), and wallet statement attached . All records confirm that the transaction was completed successfully. Despite this, I was informed that the deposit was "unsuccessful," which is incorrect and unsupported by the transaction data.

I am also reporting a second uncredited deposit made via a different payment method, for which a separate complaint has already been raised.

Appreciate casino Guru usual support

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Dear sheriftoukhy,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Dear Veronica

The issue is with the agent that is handling there wallets as they declined the trnx and then I received WhatsApp messages telling to deposit through WhatsApp as it’s faster and safer so they take higher commission and the casino are helping them as they don’t ask them for any verification and they confirm anything they say.

I would like to clarify that this issue has already been investigated from my side. I have submitted a formal complaint and contacted my wallet service provider and they confirmed that the transaction was successful and that the amount was fully deducted from my account and credited successfully to receiver and they also confirmed that the Retriever Reference Number (RRN) is the official and sufficient proof of the transaction. Based on their guidance, the receiver merchant is required to contact their wallet provider and provide the trnx RRN to trace and settle the transaction.

I have already shared all the information available to me. Despite this, the transaction is still marked as declined while the funds have already been debited from my account.

At this point, I need clear guidance on what additional information you are requesting, as I have already provided everything confirmed by my bank and wallet provider. If no further customer action is required, I expect this to be escalated internally with your acquiring bank for resolution

This is my second formal complaint regarding an uncredited deposit of EGP 1,500 made via Vodafone Cash. As I am not able to creat 2 cases !!!!

The deposit was successfully completed. I am attaching the deposit confirmation along with a screen recording clearly showing the successful transaction in my wallet/bank application. Despite this clear evidence, I received the same response stating that the deposit was unsuccessful, which is incorrect and unsupported by the transaction records.

this is a link of me screen recording my app and showing the dedicated transaction

https://share.icloud.com/photos/0b5XiENewkPKrg7R_M8F44rGg

Dear Veronica,

I want to clarify that I am confident both transfers were successfully credited to the casino (or their payment agent). However, the casino is claiming they did not receive the funds, which directly contradicts the confirmations I received from my bank/wallet provider.

I have full evidence for both deposits (transaction confirmations and supporting documents), and I have already contacted the bank. All I am asking for is a proper verification from the casino’s side, such as a statement, system screenshot, or screen recording from their payment agent showing that the funds were not received. Instead, the casino is simply accepting their agent’s response as final without providing any proof.

Also, I would like to highlight something important: when I first started playing, every time I tried to deposit using the official wallet number, the deposits were frequently declined, rejected, or left pending for hours. After that, I was contacted on WhatsApp and instructed to deposit through a different method (using an ID via WhatsApp), claiming it is "safer and faster." This strongly suggests they intentionally push customers to deposit through this channel and the casino appears to fully support and trust the agent’s side without any investigation.

This is exactly why I need Casino Guru’s assistance, as I believe the casino is unfairly denying successful deposits and refusing to provide any transparent verification.

For reference, I made two deposits:

• 1,000 EGP

• 1,500 EGP

Both were confirmed successful by my bank, and I provided all supporting evidence. Until now, I have not received any valid confirmation or proof from the casino to justify their claim that the funds were not received.

The casino are scamming me without providing any proof so what I am requesting is a proof that the transactions were not revived as my bank and wallet providers confirms otherwise so I hope you involve the casino to reply

Issue resolved and the 2 deposits were credited successfully

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

Dear sheriftoukhy,

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,

Veronika