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Hello CasinoGuru team,

I am opening this complaint regarding a missing refund / deposit of 164.19 EUR at 22bet.

Summary of the issue:

1. On July 17th, 2026, an official EUR transfer of 164.19 EUR was processed and returned back to 22bet's payment provider (InPay).

2. I provided 22bet support with the official bank MT103 confirmation document proving that the money was successfully delivered to their provider InPay.

3. Both Czech support (Petr) and English support (Lexy) explicitly communicated that the expected resolution date was July 22nd, 2026.

4. My VIP Manager (Sebastian R.) was also assigned to the case, but keeps delaying with vague statements about "waiting for payment providers".

5. July 22nd has passed, and my funds (164.19 EUR) are still completely missing — neither credited to my casino account balance nor refunded.

I have fully cooperated, provided all bank proofs (MT103), and waited past their own confirmed deadline. I request 22bet to manually credit the 164.19 EUR to my account balance immediately.

Account email: [hidden by Casino Guru]

Ticket ID: 19527221

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Dear Melounek,

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

Hi Veronika,

Thank you for your reply. Just to clarify: the bank investigation has ALREADY been completed on my end. 

I have already provided 22bet with the official MT103 document from the bank, which proves that the funds (164.19 EUR) were successfully delivered to 22bet's payment provider (InPay) back on July 17th.

Furthermore, 22bet support explicitly gave me a firm deadline of July 22nd to have this resolved, which has now passed without my funds being credited or refunded.

Since the bank has already confirmed where the money is (with InPay) and provided the MT103, this is now entirely on 22bet's side to manually match/credit the transaction. Could you please request 22bet's representative here to check this MT103 document with their finance team?

Thank you,

Matej

Hello Melounek,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear Melounek

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, Mirka (miroslava.d@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,

Veronika

Dear Melounek,

My name is Mirka, and I will be assisting you in resolving this case. I would like to invite a representative from 22bet Casino to join our conversation.

Dear 22bet Casino,

I kindly request that your finance team, along with InPay, trace the €164.19 transfer using the MT103 and the payment reference already provided by the player.

We would greatly appreciate confirmation regarding whether the funds were received, returned, rejected, or remain unallocated, along with the relevant provider or account-ledger record.

Feel free to send the supporting evidence to miroslava.d@casino.guru.

Thank you.