22bet Casino - Igračevo povlačenje je izgubljeno zbog sistemske greške.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 22bet Casino.

Please allow me to ask you a few questions so I can better understand the situation:

• Have you passed account verification in the casino in the past?
• Have you made any previous successful payouts from the casino?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue from when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for taking my case. Here are the answers to your questions:

1. Yes, my account has been fully verified (KYC passed) in the past.

2. Yes, I have made multiple successful previous payouts from the casino to my correct BBVA IBAN.

3. No, I achieved this balance using my own deposited real money, not with the help of an active bonus.

4. I have attached my full chat transcripts below. As you can see, I explained to the support agents (Janelle and Fred) that on that exact same day (14th May), I requested 5 withdrawals. Four of them were received successfully in my correct account, and even withdrawals requested AFTER this date arrived perfectly. Only this single €215 withdrawal went missing because their processor routed it to a completely wrong IBAN ending in 9315.

Crucially, in the chat logs, agent Janelle stated that they would escalate it once a bank letter was provided. I have already uploaded my official signed BBVA bank contract showing my correct IBAN ending in 0289. Furthermore, agent Fred later admitted that the ticket (16858332) was forwarded to the payment specialist and they were awaiting a response, proving the casino is fully aware the funds are stuck/missing, yet their front-line support kept closing my queries.

Thank you for your

Thanks for your patience and for the information you provided me in the thread and via email.

• Could you please share screenshots of your payouts as they appear in the payout history found in your player's account?
• Has the casino concluded its investigation and provided you with further assistance since your last post?

Please let me know.

Hello Tomas,

Thank you for your response. To answer your questions:

1. I have attached the requested screenshot of my payout history directly from my player account. As you can see, the €215 withdrawal on 14.05.2026 is marked as completed from their side, but it was routed to the wrong IBAN by their processor.

2. No, the casino has not provided any further internal assistance or concluded their investigation. They just posted a generic message on another forum stating that they are reviewing the case with the relevant team.

Furthermore, as a critical update, I contacted the payment processor, Inpay, directly via email. They explicitly confirmed that they cannot share internal data with me for security reasons, but stated: "If a recall is required, please contact the company directly and ask them to initiate the process with us."

This officially proves the funds are stuck at the processor level due to the w

Thank you for your ongoing help.

Dear Cerdan1,

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, Peter (peter.m@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,

Tomas

Dear Cerdan1,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting 22bet Casino to join this conversation.

Dear Cerdan1,

Hello!

We want to clarify the situation regarding this withdrawal.

According to our transaction records, the payment was made to the IBAN specified in the withdrawal request. The IBAN listed in the transaction exactly matches the one used for the payment, and we see no signs of a technical error or the use of different payment details.

We also checked whether the funds were returned, but none were. Typically, if a transaction is sent to invalid or incorrect payment details, the funds are returned within a few business days. In this case, more than a month has passed, and no return has occurred.

Please note that payment details cannot be changed or entered by the system on its own. The only possible scenario could be browser autofill or previously saved payment details, but in any case, the withdrawal was processed using the IBAN specified in the transaction.

Thank you, 22bet Casino team, for your response.

Dear Cerdan1,

If I understand correctly, the IBAN used for the withdrawal is the same as the one used for the deposit. If this is indeed the case, I'm afraid there may not be much we can do at this point. Since the deposit was made from the same IBAN, it indicates that the bank account belongs to you.

Dear Cerdan1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Peter