22bet Casino - Igrač tvrdi da mu je isplata odložena.

On Monday, 22bet casino approved my SEPA withdrawal. The money disappeared from the account, but did not arrive in the bank account. The status shows that the payment is processed, but the support refuses to provide me with a confirmation of the payment being sent (SEPA receipt / UETR code). My bank cannot search for the transaction without this confirmation. I suspect that the money was not sent

V pondělí mi kasino 22bet schválilo SEPA výběr. Peníze z účtu zmizely, ale na bankovní účet nedorazily. Status ukazuje, že je platba vyřízená, ale podpora mi odmítá poskytnout potvrzení o odeslání platby (SEPA receipt / UETR kód). Moje banka bez tohoto potvrzení nemůže transakci vyhledat. Mám podezření, že peníze nebyly odeslány

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Dear michaela_u,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Thank you very much for your reply, michaela_u.

• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.