22bet Casino - 選手の退会が遅れました。

I made a withdrawal at 22BET PORTUGAL for €3000 on 02/12. The withdrawal has a status of completed, but the credit to the account has not been carried out.

I got in touch by email, I received a call from the consultant who asked to forward the account statement and complaint to the support email.

I've been trying to receive the withdrawn amount in my account without success for 24 days.

I sent personal documents and account statement that purchased the non-receipt of the amount in question.

I have already entered a much larger amount in shipments and I identify the lack of respect and assistance when there is a complaint.

Fiz um levantamento na 22BET PORTUGAL valor de 3000€ dia 12/02. O levantamento tem status de concluído porém o crédito em conta não foi realizado.

entrei em contato por email, recebi chamada do consultor que pediu para encaminhar extrato da conta e reclamação para o email de suporte.

fazem 24 dias que tento receber em minha conta o valor levantado sem sucesso.

Enviei documentos pessoais e extrato da conta que comprava o não recebimento do valor em questão.

ja inseri uma quantidade muito maior em carregamentos e identifico a falta de respeito e de auxílio quando ah alguma reclamação.

Dear Rafaelbl,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

Do I understand correctly that the payment is still pending inside your account without being processed?

Thank you in advance for your cooperation and reply.

Best regards,

Petronela

Dear friend, thank you for your help and the speed in answering my question.

I made the withdrawal on the 12/02

Status completed on 02/12

Today we are on 06/03 and I have not received anything so far.

I didn't get any answers via chat and I sent emails to support with no resolution and an eternity to respond.

Thank you very much in advance.

Caro amigo, agradeço o auxílio e a rapidez em responder a minha pergunta.

Fiz o saque dia 12/02

Status de concluído as 12/02

Hoje estamos em 06/03 e não recebi nada até o momento.

Não obtive respostas via chat e enviei emails para o suporte mais sem resolução e uma eternidade para responder.

Desde já agradeço.

Dear Rafaelbl,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of 22bet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from 22bet Casino. I wish I could be of more help.

 

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of 22bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello! 

We are back with information on this issue. The player has been successfully verified and since 2023-02-21 has been successfully and repeatedly withdrawing money until today.

This amount the house claims was transferred sent me proof and was transferred to someone else.

I never owned this amount.

I requested a withdrawal now on the 09/08th through cryptocurrencies and they claim to have deposited I requested the proof and I am waiting.

a new case 09/08 they claim to have deposited and it was not credited to me in my portfolio.

I sent proof that no deposit of the amount in question was made.

I come to take advantage of the resolution of the previous case to make this new complaint.

Este valor a casa alega que foi transferido me mandou comprovativo e foi transferido para outra pessoa.

nunca tive posse deste valor.

solicitei uma retirada agora dia 09/08 através de cripto moedas e eles alegam ter depositado solicitei o comprovante e estou a aguardar.

um novo caso 09/08 alegam ter depositado e não me foi creditado em carteira.

enviei comprovativos que não foi efetuado nenhum depósito do valor em questão.

venho aproveitar a resolução do caso anterior para fazer esta nova reclamação.

Dear Rafaelbl,

We can see that you have been verified, you regularly and without problems withdraw funds from your account)

I usually withdraw funds from my account.

however the complaint in question deposited value in another account that was not mine.

I was told that the data was filled in by min.

I did not withdraw the amount deposited in the name of another person at the time.

I continue to use the house but in this issue, the resolution was not as expected.

Retiro normalmente fundos em minha conta.

porém a reclamação em questão depositaram valor em outra conta que não era a minha.

me falaram que os dados fora preenchidos por min.

não retirei valor conta depositada foi em nome de outra pessoa na época.

continuo a utilizar a casa porém nesta questão, a resolução não foi conforme o esperado.

09.08.2023 (23:14)

Request №1703946007 to withdraw funds in the amount of 1450.00 EUR

This withdrawal was not credited to my cryptocurrency wallet

I requested proof of your part of the transfer and I'm waiting 2 days.

09.08.2023 (23:14)

Pedido №1703946007 para levantar fundos no valor de 1450.00 EUR

Este levantamento não foi creditado na minha carteira de cripto moedas 

solicitei comprovativo da vossa parte da transferência e estou a 2 dias a aguardar.

Hello Rafaelbl!

Withdrawal request #1703946007 in the amount of 1450.00 EUR has been approved and sent to you.

Note that the funds are sent to the account you specified. 

Nothing was sent to my wallet, the wallet was always the same. Why don't you provide proof of shipment so we can be sure it was shipped?

Não foi enviado nada para minha carteira, a carteira sempre foi a mesma. Por que não fornece o comprovativo do envio para que possamos ter a certeza que os foi enviado ?

We recommend that you contact the casino post office, with proof that the money has not arrived. From our side the money was sent, as well as many other transfers on this and other days.

I have already sent proof that the money did not come in.

To be transparent, you claim you sent the money, so just send me proof that the money was sent.

Just that, send me the proof of your operation.

It is very easy to say that you sent money, but without proof, what is the certainty and credibility?

Já enviei os comprovantes que o dinheiro não entrou.

Para ser transparente, vocês afirmas que enviaram o dinheiro, então apenas envie me o comprovante que o dinheiro foi enviado.

Apenas isso, envie-me o comprovante da vossa operação.

muito fácil afirma que enviou dinheiro, porém sem comprovativos qual a certeza e credibilidade ?

Dear casino representative,

Could you kindly provide the requested proof to the player?

Hello! Withdrawal request #1703946007 was approved on 09.08.2023 at 23:21:36 and sent to the user. If he still hasn't received it, we recommend contacting our support team at security@22bet.com. There should not be any problems, the user has successfully withdrawn funds from his account many times.

We understand the importance of resolving this situation, but at the same time, we make sure to respect security and confidentiality. We are only willing to provide information that will not violate the security and privacy principles and standards set by our organization and the law.

Dear casino representative,

I kindly request that you send the information regarding the mentioned money transfer directly to the player. He claims to have not received this amount, and I am confident that you can track the transaction in your system. He can then approach his bank for further assistance.

Thank you.

Hello, please ask the player to contact our support team if they still have not received the funds. From our side, the withdrawal has been approved and sent. We hope that this situation will be resolved as soon as possible.

It's been 15 days since I contacted support as the screenshots prove. I wait 10 days for the proof that until now has never arrived.

my support request is proven with the screenshot attesting to the veracity of my communication.

now I request proof that attests the veracity of the information provided by the company, which until now 10 days have passed and I have not received them.

They ask to contact support but they don't respond.

fazem 15 dias que entrei em contato com o suporte como as capturas de tela comprovam. Aguardo a 10 dias o comprovativo que até agora nunca chegou.

a minha solicitação ao suporte está comprovada com a captura de tela atestando a veracidade da minha comunicação.

agora solicito o comprovativo que atesta a veracidade das informações fornecidas pela empresa, o que até o momento se passaram 10 dias e não os recebi.

pedem para entrar em contato com o suporte mais não o respondem.

Dear representative from 22bet casino,

Could you please intervene and expedite the process? It seems that we are currently experiencing a delay due to the lack of response from the casino's support team.

Mediator, when we ask for proof or something that really proves it, we refrain from responding.

I am gradually migrating my bets and transferring my preference to others where there is decent assistance for the bettor.

Mediador quando pedimos comprovantes ou algo que realmente prove ficamos na abstenção de respostas.

Estou migrando gradativamente minhas apostas e transferindo a minha preferência para outras onde há uma assistência digna para o apostador.

They said it was transferred and deposited in my wallet. I asked for proof and they didn't send it.

NOW THEY CLAIMS TO HAVE DEPOSITED INTO THE NINE GAMING ACCOUNT

WHICH NEVER HAPPENED, if there would be no deposit and we would also cancel the transfer.

SUPPORT 0

THEY DISAPPEARED WITH €1450 and are still seeing ships.

Mediator, when the conversation gets tough, even the casino representative disappears.

falaram que foi transferido depositado na minha wallet. Pedi comprovativo e não enviaram.

AGORA AFIRMAM TER DEPOSITADO NA NINHA CONTA DE JOGO

O QUE JAMAIS ACONTECIDO, se não haveria o depósito e também a anulávamo-nos trasnferencia.

SUPORTE 0

SUMIRAM COM 1450€ e até agora a ver navios.

Mediador, quando a conversa aperta até o representante do cassino some.

Hello!

We apologise for the long wait and inconvenience caused by your situation. We have carried out additional checks and found out that the cause of the problem was incorrect information entered by the player when withdrawing funds. He entered his in-game account address to deposit instead of his wallet, which resulted in the funds being returned to his account. Unfortunately, the funds have since been lost.

Please pay attention to the rules and instructions when withdrawing funds to avoid similar situations in the future.

If you have any more questions or need more information, feel free to contact our support team.

What do you mean the funds were lost???

if it was deposited in the game account it should be there in the game account.

refunded by the company.

after that explanation, if they don't return my value, I won't play in this house anymore.

and I didn't put the wrong address.

and if you place it and it is from the iPhone account, the value should be credited.

Como assim os fundos foram perdidos ???

se foi depositado na conta do jogo deveria estar lá na conta do jogo.

o restituído pela empresa.

depois dessa explicação, se não me devolverem valor não jogo mais nesta casa.

e eu não coloquei endereço errado não.

e caso coloque e seja da conta do iPhone valor deveria ser creditado.

As we wrote earlier, the funds were credited to your gaming account. You then lost them in the casino.

We value the interests of all our players and strive to provide a fair and safe gaming environment for everyone. If a player has any questions or uncertainties about this, they can contact our support team and we will endeavor to provide further information.

Dear casino representative,

Could you please provide proof that the money in question, from 12th February, has been returned to Rafaelbl's account? You can send the evidence directly to the player, or you can remove any personal information to comply with GDPR regulations. Additionally, please attach the proof that he lost that amount.

Thank you.

Good afternoon!

Yes, of course, we ask the player to contact our support team. We will be glad if the player will write later that the issue has been resolved.

I have already made a request to support and are waiting for them to respond.

Today I have another situation with 2 charges made that were not credited to me.

I have already sent receipts via chat and to the support email and they ask to wait 24 hours.

I contacted the company that collects the funds and they confirmed receipt. And so far they have not made any credits to the account.

I'm already thinking about giving up on this bookmaker.

casino that does not provide proper support to its customer and something always happens when there are amounts to be paid or credited.

Já fiz a solicitação ao suporte e aguardo eles responderem.

hoje estou com mais uma situação 2 carregamentos efetuados que não me foram creditados.

já enviei comprovantes via chat e para o email do suporte e pedem pra aguardar 24 horas.

entrei em contato com a empresa que faz a recercao dos fundos e eles confirmaram o recebimento. E até agora não efetuaram os créditos em conta.

já estou a pensar em desistir dessa casa de apostas.

cassino que não dá o devido suporte ao seu cliente e que sempre acontece algo quando existem valores a pagar ou a creditar.

Dear Rafaelbl,

Has the support been helpful to you? Could you please provide us with an update on your case?

It was very useful due to having the dialogue. But case not resolved.

Foi muito útil devido ter o diálogo. Porém caso não resolvido.

Dear Rafaelbl,

I'm unsure how to assist you in this situation. Therefore, please attempt to resolve the issue with the casino support. If you encounter any difficulties, kindly inform us here, and we will patiently await your response.

Total disregard for the customer for 2 days that I charged and didn't receive the funds, I contacted chat and they told me to speak to support. I send an email to support and no response.

I paid, sent the receipts, notified the company and did not receive the funds.

I'm going to give up on this casino, 0 assistance in resolving the problems.

I kindly ask CASINO REPRESENTATIVE to speed up the resolution of my situation.

as it is already unsustainable.

Thank you very much in advance.

Descaso total com cliente 2 dias que carreguei e não recebi os fundos, entro em contatando chat e mandam falar com suporte. Envio email no suporte e nada de resposta.

paguei, enviei os comprovantes comuniquei a empresa e não recebi os fundos.

vou desistir desse cassino, assistência 0 na resolução dos problemas.

peço por gentileza REPRESENTANTE DO CASSINO agilize olá resolução da minha situação

pois já está de forma insustentável.

desde já agradeço.

Hello!

We are sorry that you have faced this situation. However, if the player makes a mistake when entering the data, in this case, the funds are always returned to the player's game balance.

It is important to note that the decision to use these funds for further bets or to withdraw them from the game balance remains at the discretion of the player. We always support responsible gaming and try to provide players with the necessary information so that they can make informed decisions.

If you have any further questions or require a detailed betting history, please contact our support team. We will be happy to assist you and provide you with all the information you need.

Thank you for your understanding and for being with us. 

DEAR CASINO REPRESENTATIVE

I HAVE BEEN TRYING TO RECEIVE ONLY THE CREDITS I INSERT FOR 4 DAYS…

IT WAS €1500 THAT I PAID AND I DIDN'T EVEN RECEIVE THE CREDITS

LOOK IN THE IMAGES AT THE FRUSTRATED ATTEMPTS TO CONTACT AND THE LAST PHOTO INFORMING THAT THEY RECEIVED MY FUNDS AND THAT YOU HAVE BEEN NOTIFIED

WHY DON'T THEY RESPOND TO ME AND SEND MY FUNDS???

WILL YOU KEEP MY €1500 UNDER WHAT JUSTIFICATION?

BECAUSE THEY ARE NOT EVEN PROVIDING JUSTIFICATION.

I WILL STOP USING YOUR SERVICES IF IT IS NOT RESOLVED.

I'M ALREADY AT BETTILT AND I GUARANTEE THEIR SUPPORT FOR VERIFICATION WAS FAST AND PLEASANT.

IF YOU DON'T WANT TO LOSE A CUSTOMER AT LEAST RESPOND.

CARO REPRESENTANTE DO CASSINO

ESTOU A 4 DIAS TENTANDO RECEBER APENAS OS CRÉDITOS QUE INSERI…

FORAM 1500€ QUE PAGUEI E NEM SE QUER RECEBI OS CRÉDITOS

OBSERVEM NAS IMAGENS AS TENTATIVAS FRUSTADAS DE CONTATO E A ÚLTIMA FOTO INFORMANDO QUE RECEBERAM MEUS FUNDOS E QUE VOCÊS FORAM COMUNICADOS

POR QUE NÃO ME RESPONDEM E NÃO ENVIAM MEUS FUNDOS ???

VAO FICAR COM OS MEUS 1500€ SOB QUAL JUSTIFICATIVA ?

POIS NEM JUSTIFICATIVA ESTÃO A DAR.

VOU DEIXAR DE UTILIZAR OS VOSSOS SERVIÇOS CASO NÃO SEJA RESOLVIDO.

JA ESTOU NA BETTILT E GARANTO O SUPORTE DELES PARA VERIFICAÇÃO FOI RÁPIDO E AGRADÁVEL.

SE NAO QUER PERDER CLIENTE AO MENOS RESPONDAM.

Dear Casino representative,

Could you please provide a brief explanation to Rafaelbl regarding the situation with the money in question? It would be helpful if you could include some dates so that he can easily locate this transaction in his betting history.

Thank you.

Matej, once again I have to change the subject.

ANOTHER UNCREDITED UPLOAD

and since this house doesn't give me confidence, I take a screenshot of all operations

Yesterday, 29/09, I charged €1500 which was not credited to me

I try to talk on chat but it's pure humiliation with no response, etc.

As I said previously, I take screenshots of everything so to prove what I say, here are the images I count on your support to further resolve this problem.

Matej por mais uma vez tenho que mudar o assunto.

MAIS UM CARREGAMENTO NÃO CREDITADO

e como está casa não me passa confiança eu faço a captura de tela de todas as operações

Ontem 29/09 efetuei um carregamento no valor de 1500€ que não me foi creditado

tento falar no chat porém é uma pura humilhação sem resposta etc.

Como falei anteriormente eu faço captura de tela de tudo então pra provar o que falo seguem as imagens conto com o vosso apoio para assim resolver mais este problema.

Hello!

Our technical support team has already responded to your inquiry. We are pleased to inform you that the funds in question have been successfully credited to your gaming account, following the withdrawal details you provided. Specifically, the amount was deposited into your gaming account on August 9th at 20:56 (UTC+3). To confirm this transaction, we kindly recommend checking the "transaction history" section within your gaming account.

Should you have any further questions or require additional assistance, please do not hesitate to reach out to us.

Hello Rafaelbl,

Could you please confirm if the funds in question have been withdrawn?

Can we proceed with closing this case?

Dear Rafaelbl,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.