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Dear aboodyaser,

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,

Katarina

I have already contacted the bank and I am completely sure that the amount has reached Agent 22bet

I demand that an investigation be opened with Bet22 Casino and that the complaint be referred to financial affairs and that it be verified whether the amount was delivered to the agent or not and that I be confronted with the local shipping agent and that each of us provide a bank statement showing the transaction.

Dear aboodyaser,

thank you for your messages.

Please be aware that investigating lost deposits can be a complex and time-consuming process, potentially requiring several months to resolve.

To expedite the investigation, we kindly request that you contact your payment provider to obtain the transaction number for the deposit in question and request a trace of the transaction. Once your payment provider has completed their investigation, please provide us with any new information they provide, including written documentation.

Thank you for your cooperation.

Katarina

This is a document from the National Bank confirming that the transaction was successfully completed. The transaction, highlighted in bold, shows an amount of 2,000 Egyptian pounds transferred to your local shipping agent.

Additionally, the agent’s account number is clearly shown in the transaction. As requested by customer support, please obtain a bank statement from the local agent’s wallet dated 18/5.

Dear aboodyaser,

thank you for your message. I apologize for late reply, I was on a sick leave and unable to respond.

Unfortunately the screenshot you so kindly provided is very blurry and unreadable on our side Would you mind sending it to my email katarina.d@casino.guru?

Have you used any other payment provider to transfer your funds from your bank account to the casino's account, please? This may include e-wallets (Google pay, Venmo, Paypal...) or some other channels?

Looking forward to your reply,

Katarina

I have sent this message with the document attached.

Dear Katarina,

As requested, please find attached a clear copy of the bank statement issued by the National Bank of Egypt. This statement clearly shows the transaction of EGP 2,000 made on May 18, 2025, to the local agent’s InstaPay account (tbark13@instapay) on behalf of 22Bet Casino.

Additionally, as part of my attempt to verify the agent’s functionality, I sent him another amount of EGP 30, and he successfully deposited it into my casino account. This confirms that the agent received the previous EGP 2,000, but did not transfer it to my 22Bet account, indicating that I was defrauded.

I kindly ask that this case now be referred to the financial department of 22Bet, and that an internal investigation be launched regarding the agent’s handling of customer deposits. I’m ready to provide any further supporting documents if needed.

Thank you again for your assistance and for supporting fair and transparent gambling practices.

Best regards,

A******** Y***** A**** Mohamad

May God heal you and grant you full recovery.

Dear aboodyaser,

Thank you for your messages and well wishes.

Could you please confirm if the method used to transfer the smaller deposit of 30 EGP was the same as that used for the previous, larger deposit?

Could you please explain what you meant you sent the funds to an agent? Haven't you sent them to casino's account directly?

Looking forward to your reply,

Katarina

I would also like to emphasize that I transferred the money through the casino’s own instructions. They were the ones who told me to send the money to this specific agent’s account via InstaPay.

Dear aboodyaser,

Thank you for your messages.

Could you please forward all communications you have had with this casino regarding this matter to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the communication with casino agent that was supposed to deposit your funds as well as.

Looking forward to your reply.

Katarina

I sent what you requested, but I won't be able to communicate with the local casino agent. I wish I could speak to him directly, but unfortunately, I can't

Thank you very much, aboodyaser, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, aboodyaser,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

In the meantime, since you mentioned something like that earlier ("I transferred the money through the casino’s own instructions. They were the ones who told me to send the money to this specific agent’s account via InstaPay."), can you please provide me with proof of the communication with the casino, where the casino provided you with such instructions?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please look into the user's issue and provide us with the results of your investigation?

Can you explain in more detail how the agents work, and provided that the casino did not receive the funds in question, what do you suggest as a solution?

In case you need anything from the complainant to expedite your investigation process, feel free to let us know.

Thank you.

Hello aboodyaser,

Thank you for your message, and we're sorry to hear you've encountered difficulties with your deposit. According to the information provided by our payment provider, the funds have not been received on our end.

We kindly recommend contacting your bank to check the status of the transaction and request a written confirmation that the funds were successfully sent. Once you obtain this document, please share it with us so we can investigate the issue further.

Thank you for your understanding.

Thank you for your response.

I will visit the bank on Saturday to obtain an official document confirming that the transaction was successfully completed, as Thursday and Friday are official holidays here.

I will share the document with you as soon as I receive it.

Greetings all,

I am sorry for the delay.

Thank you for your response and the document, aboodyaser.

However, I am not sure whether this was the type of document or statement the casino meant. I think that in such a form, it does not exclude the option that the transaction/funds could have been credited back to your account later, got cancelled, or simply that it was left being in a "pending"/"unfinished"/"not posted" status, which is not clear from your bank statement/transaction history, especially if there is no "balance before/after" information.

Therefore, I recommend you connect with your bank/payment method provider once again, ask them about the exact transaction and its status, or if possible, to find and open more details and the status of the transactions in your account (internet banking/app), where it is clear that the transaction was successful, the funds left your account and they did not bounce back later.

Anyway, to be sure, let's ask the casino representative for clarification.

Dear 22bet Casino Team,

Can you please check the user's last post and the document provided, and inform us on how to proceed?

Is the provided document sufficient to prove everything you would like to verify? If so, can you provide us with an update on the investigation? If not, can you provide the complainant with more and clearer instructions on what exactly you would need to confirm the transaction was successful and to initiate a thorough investigation on your side?

Thank you.

Hello aboodyaser,

Thank you for your message.

Please send all relevant information and supporting documents directly to our finance department for further review. We will thoroughly investigate the situation and get back to you as soon as the verification is complete.

Thank you for your response.

Kindly provide me with the email address of your finance department so I can send the required information and documents accordingly.

Dear aboodyaser,

Please feel free to contact us at security@22bet.com — our specialists will be happy to assist you and help clarify the situation. We're here to support you every step of the way.

Thank you both, guys, for your replies.

Dear 22bet Casino Team,

Can you please inform us about news or updates regarding the casino's investigation, and/or help us to expedite the process? Or, is the user supposed to just wait for the email from the relevant casino department?

Thank you.

Hello Branislav,

Thank you for your message.

At this stage, the player should kindly await a response from our relevant department. Our colleagues are reviewing the case and will reach out directly as soon as there are any updates.

We appreciate your patience and understanding.

Dear aboodyaser,

"The casino claimed by email that this account does not belong to them."

• Did the casino reply to you from the "security" email you got above from the casino representative, or where did this information come from, please?
• In your screenshot, there is no information about the website or link where these details were placed. Do you have a screenshot with the casino's website visible, or do you have an option to check it in your account upon attempting to make a deposit, and make a screenshot with the link to the casino website visible there? If so, can you please share it with us? Are those payment method details still there as they were before? Are you sure you were not redirected to another website during the deposit process?

Thank you.

Dear aboodyaser,

Alright, let's ask the casino representative for confirmation.

In the meantime, can you please check my previous post and questions once again and reply to them? Can you also forward the last communication between you and the casino to my email (branislav.b@casino.guru)?

Thank you.

Dear 22bet Casino Team,

Can you please answer the question from the user regarding the InstaPay account?

Thank you.

Dear Branislav,

Thank you for your continued support and for your follow-up questions.

1. Regarding your question about the screenshot:

Yes, I have a screenshot that shows the deposit instructions containing the T*****3 account. However, the original screenshot did not include the website URL or the browser address bar.

2. Regarding the possibility of redirection to another site:

I am certain that I was not redirected to any third-party or phishing website. I followed the instructions exactly as they appeared on the official deposit page inside my 22Bet account, and the recipient account (T*****3) was shown there as part of the official payment process.

3. Regarding forwarding the last communication with the casino:

Yes, I will forward the full email thread and screenshots to your email address at branislav.b@casino.guru 

Thank you again for standing with players and ensuring transparency in these matters. I look forward to your continued assistance in helping resolve this case.

Best regards,

Aboodyaser

Alright, thank you for the additional information, Aboodyaser.

Let's wait for the casino representative's response.

Hello,

We’re pleased to inform you that the matter has been successfully resolved, and the funds have been credited to the player’s account. Should you need any further clarification, we remain at your disposal.

Hello, and thank you for your message.

We’re sorry for the inconvenience and understand how frustrating delays can be. In some cases, withdrawals may take a bit longer due to processing times on the provider’s or bank’s side.

If you haven’t received the funds yet, we kindly ask you to provide our team with a bank statement covering the period from the date of the withdrawal request up to today. Please send the document to security@22bet.com — our colleagues will be happy to assist and help resolve the issue as soon as possible.

Thank you for your understanding.

Greetings all,

I am glad and happy to see at least some progress here. Thank you both for your replies and updates.

Dear Aboodyaser,

A few days have passed since your last replies. Can you please provide us with an update?

Has the disputed withdrawal already been credited to your payment method? If so, can I consider the matter resolved? Or, is there anything else we can help you with?

Alternatively, if you have not received your payment yet, can you please follow the casino's instructions from their last post and inform us about an update?

Thank you. Looking forward to hearing from you.

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

Dear aboodyaser,

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,

Branislav