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I requested a withdrawal of €300 on 20-07-2024, and what usually took minutes to appear in my bank account has, this time, still not arrived 8 days later. I contacted the casino chat several times, and they always told me that I would have to wait up to 7 days for the money to reach my account.

After 7 days, I contacted the chat again, and they told me that I would need to send an email to technical support with my bank statement from the day of the withdrawal request to prove that I had not received anything.

I sent everything as requested to them, and they replied that my situation is being handled.

This situation has never happened to me before, and I have been playing at this casino for a long time. Therefore, I do not understand the delay in this process, especially for such a low amount, for a casino that handles millions or trillions.... I am very dissatisfied with this situation, and for this reason, I am asking for your help.

Fiz um pedido de saque de 300€ no dia 20-07-2024 e o que normalmente demorava minutos a entrar na minha conta bancária, desta vez, 8 dias depois ainda não recebi o pagamneto na minha conta bancária. Entrei em contacto com o chat do casino varias vezes e me disseram sempre que teria que aguardar até 7 dias, para que o dinheiro entrasse na minha conta.

Passado os 7 dias, entrei novamente em contacto no chat e me disseram, que teria que enviar um e-mail para o suporte técnico com o extrato bancário desde o dia do pedido do saque, para comprovar que não recebi nada.

Já enviei tudo certinho para eles e me responderam que a minha situação está a ser tratada.

Esta situação nunca me aconteceu e já jogo neste casino há muito tempo, pelo que, não entendo tanta demora neste processo, sendo até um valor tão baixo, para um casino que movimenta milhões ou trilhões.... Não estou mesmo nada satisfeito com esta situação e por este motivo estou a pedir a vossa ajuda.

Dear ricardojds306,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Good morning, the casino gave me a deadline of up to 7 days for the money to enter my account and it hasn't happened... my account is fully verified and I've always made withdrawals without any problem even for much larger amounts. But now I can't understand what's going on... I apologize for my ignorance.

Sincerely

Bom dia, o casino me deu um prazo de até 7 dias para o dinheiro entrar na minha conta e não aconteceu... a minha conta está totalmente verificada e sempre fiz saques sem qualquer problema até de valores muito maiores. Mas agora não consigo entender o que se passa... peço desculpa pela minha ignorância.

Atenciosamente

Thanks for your reply.

If the issue persists, Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hello again, I will do that, as the case has not yet been resolved.

Thank you for your attention

Olá novamente, farei isso sim, pois o caso ainda não foi resolvido.

Obrigado pela atenção

Thank you very much, ricardojds306, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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, thank you very much.

Olá, muito obrigado.

Hi ricardojds306,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 22bet Casino, I invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello ricardojds306,

We have verified your application and your withdrawal has been approved. If you have not received your payment, please contact our support team. They will provide you with necessary instructions or payment confirmation with which you can contact your bank.

Good morning, I've already sent you the bank statement twice to prove that I haven't received anything in my account. Tomorrow will be 15 working days since I waited for my account to be withdrawn. I think that's too long.... Everything you've asked me for I've already sent, so I don't think there's any reason to wait so long. I've always made withdrawals without any problems and now I really don't know what's going on.

I really hope you can solve the problem soon.

Bom dia, eu já enviei 2 vezes o comprovante de extrato bancário pedido por vocês para comprovar que não recebi nada na minha conta. Amanhã já faz 15 dias úteis que espero pelo saque na minha conta. Acho que já é tempo demasiado.... Tudo o que vocês me pediram eu já enviei, então acho que não há motivos para tanta espera. Sempre fiz saques sem problemas e agora não sei o que se passa sinceramente.

Espero realmente que sejam breves na resolução do problema.

Dear 22bet Casino, I humbly request that you resolve my withdrawal process as soon as possible, as I really need this money. I have 22bet as one of my favorite casinos, but as long as this process lasts, I will not play there again.

Sincerely

Caro Casino 22bet, Peço humildemente, que resolvam o meu processo de saque com a maior brevidade, pois necessito muito desse dinheiro. Tenho a 22Bet como um dos meus casinos favoritos, mas enquanto este processo durar, eu não voltarei a jogar lá.

Atenciosamente

Dear ricardojds306, could you please share a screenshot on which we can see the date and time when you sent the bank statement to confirm that you haven't received the payment, and also the email address from which and to which it was sent? Maybe the casino representative can try to help the relevant team locate your email if they know the details.

Hello good evening, I have already sent the bank statement 3 times to the casino and they still haven't resolved anything. I will send you the 3 PrintScreens of the 3 E-mails I sent to the casino with the bank statement.

Thank you in advance for your help.

Sincerely

Olá boa noite, eu já enviei o extrato bancário por 3 vezes para o casino e mesmo assim ainda não resolveram nada. Vou lhe enviar os 3 PrintScreens dos 3 E-mails que enviei para o casino com o extrato bancário.

Obrigado desde já pela sua ajuda.

Atenciosamente

Thank you, ricardojds306.

Dear 22bet Casino, as you can see on the screenshots, the player provided the bank statement for several times, the last one was 2 days ago, however, it seems there was no reply. Please, check with your team, if they can locate the bank statement and assist the player.

Good afternoon, Mrs. Natalia, I would like to inform you that the Casino has deposited the 300€ of my withdrawal in my Casino account and not in my Bank account, as it should be.

Sincerely

Boa Tarde, Senhora Natalia, venho informar que, o Casino depositou os 300€ do meu saque na minha conta do Casino e não na minha conta Bancária, como deveria ser.

Atenciosamente

I got around the 300€ and made another withdrawal request, this time for 400€. It was approved but I still haven't received it. Normally I always receive withdrawals to my account within an hour. I think I'm going to spend another month fighting to get my money.

Eu rodei os 300€ e fiz novo pedido de saque desta vez de 400€, foi aprovado mas ainda não recebi. Normalmente era sempre dentro de 1h que eu recebia os saques na minha conta. Acho que vou ficar outra vez um mês a lutar para ter o meu dinheiro.

Dear ricardojds306, can you confirm that you received your first withdrawal request of 300€?

What is the status of your second request of 400€?

Good afternoon, my first withdrawal request, the casino returned it to my gaming account, claiming there was a problem with the withdrawal... And I made a new withdrawal request, this time for €400. My gaming account is already approved and done, but so far I haven't received anything in my bank account.

Exactly the same thing is happening as with the first withdrawal request.

I'm afraid the casino is holding the money on purpose.

Sincerely

Boa tarde, a minha primeira solicitação de saque, o casino devolveu para a minha conta de jogo, alegando houve um problema com o saque... E eu fiz um novo pedido de saque desta vez, de 400€, na minha conta de jogo já está como aprovado e feito, mas até agora ainda não recebi nada na minha conta bancária.

Está a acontecer exactamente a mesma coisa que aconteceu na primeira solicitação de saque.

Temo que o casino esteja a reter o dinheiro de propósito.

Atenciosamente

Thank you for clarifying this, ricardojds306.

Dear 22bet Casino, please update us about the status of the current withdrawal request.

Hello!

Please be kind enough to update your ID and email used to register on our website. 

Hello!

The previous payment was rejected for the reason: Denied by operator. We understand that this can be frustrating and sincerely apologize for the inconvenience. While such issues can occasionally occur, please be assured that we are committed to minimizing these occurrences.

We hope that this time the transaction will proceed without any problems and that you will receive your funds shortly. If you have any additional questions or require further assistance, our support team is here to help.

Good morning, I would like to inform you that today I received the payment of the €400 withdrawal made by 22Bet. I would like to thank 22Bet in advance for fulfilling the payment, despite the delay, the important thing is that they kept their word.

I would also like to thank Casino Guru for their help in mediating the resolution of the problem regarding the delayed payment. Thank you all very much.

We can consider the case closed and resolved.

Sincerely

Bom dia, informo que recebi hoje, o pagamento dos 400€ do saque feito pela 22Bet. Agradeço desde já à 22Bet, pelo cumprimento do pagamento, apesar do atraso, o importante é que cumpriram com a palavra.

Agradeço também ao Casino Guru, pela ajuda na mediação para a resolução do problema sobre o pagamento atrasado. A todos muito Obrigado.

Podemos dar o caso como encerrado e resolvido.

Atenciosamente

Dear ricardojds306, 

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia

Casino.Guru