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Refuses my withdrawal, comes up with any excuse to keep asking me sending in various verification paperwork


5 years ago
Hi.

Tonight I felt for playing some Blackjack and I wanted to try some other online casinos than the usual ones that I play at. So I chose 22bet, played some hands of Blackjack and wanted to withdraw all the funds (1799 SEK or approx 189 USD). The deposit method is Mastercard and the withdrawal method is the same, however it just won't let me withdraw, since of course I havent uploaded any documents, nor has 22bet asked any from me. So I chatted with an online consultant of theirs, and he tells me that I have to do the following:

"You should use an alternative method. To withdraw via an alternative method, please, make a deposit in the minimum amount via the chosen method, place bets with odds at least 1.1 in this amount and then make a withdrawal request. We recommend using one of the e-wallets as an alternative method. Kindly note, we do not recommend using PayPal and cryptocurrencies as alternative methods due to their policy."

The only alternative methods are Bitcoin, Siru Mobile (never heard of it) and various E-wallets, QIWI, Perfect Money, Epay and Jeton Wallet (don't have any of these and never heard of them), also I ask the online consultant why I must place bets with odds at least 1.1 in this amount and then make a withdrawal request, he responds with "If you make a new deposit you should stake it. Otherwise, the withdrawal will not be approved."
I tell him that I dont have any of the E-wallet options, he tells me that I can also use something called Payeer. So I went through all the trouble to create a new Payeer account, uploaded the documents needed to Payeer in order for Payeer to approve the minimum deposit of 1€, and I also went ahead and made a bet 1:1 (lol) and then tried to withdraw again, this time to Payeer, and of course it still wouldn't let me, I have also tried different amounts, it won't even let me withdraw the minimum amount:

21.06.2020 05:13
Unable to withdraw funds on request №471502605 in the amount of 21.10 Sw.kr, (). (Withdrawals are only possible using the same details that were used to make a deposit. If you deposit money via different payment methods, you should withdraw money in proportion to the amount you have deposited via each payment method.)

21.06.2020 05:11
Unable to withdraw funds on request №471501281 in the amount of 1810.15 Sw.kr, (). (Withdrawals are only possible using the same details that were used to make a deposit. If you deposit money via different payment methods, you should withdraw money in proportion to the amount you have deposited via each payment method.)

So I ask the online consultant again, and this time he tells me this:

Please apply to [email protected] providing a screenshot of your deposit via Payeer.


Now I feel that he is doing nothing but making up all these excuses even from the beginning, he knew exactly what was going to happen and what to answer to me if I were to complete a task that he asks me of. 22bet still havent asked me to upload something important like maybe the photo of my creditcard and the photo of my passport. Also by reading the various reviews about 22bet, I cannot say that I feel satisfied at all, rather very dissapointed. Anyway, the screenshot of my deposit of 1€ by Payeer has been sent to [email protected], and all I can do is to wait for the next requirement they have. I cant believe that one has to go such lengths in order to withdraw funds, and this is not even a lot of money (approx. 189 USD).
Disputed Casino 22bet Casino
Amount kr1799

Discussion

User name

Dear @slugfest,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

User name
Dear slugfest, we see your withdrawal request been approved - 2020-06-21 14:55:20


BR
22BET

22bet Casino Complaint Stats

Resolved 216 / 216
Avg. Amount $2,156
Avg. Complaint Duration 6 days
Avg. Response Time 2 days

22bet Casino Complaints

See all complaints for this casino
Issue with withdrawal
22bet ID: 1194201819
I am writing to request your assistance regarding an ongoing issue with 22Bet that has left me unable to access my funds.

I decided to join 22Bet after reading positive reviews and recommendations about the casino on AskGamblers. Based on those reviews, I believed 22Bet was a trustworthy and reputable operator. I created an account, completed the verification process, and started playing on the platform.

Initially, I lost approximately CAD 20,000. Throughout my time playing, all deposits and withdrawals were processed almost instantly, and I never experienced any issues. My account was fully verified, and everything appeared to be operating normally.

However, this month my withdrawal request was suddenly declined. When I contacted customer support, I was instructed to contact the Security Department by email.

The Security Department first requested a copy of my identification document. I promptly provided a clear and valid copy. They then requested additional photos of the same ID from different angles and backgrounds. Although I found this unusual, I fully cooperated and submitted the requested documents.

After that, I was asked to provide proof of funds. Since a significant portion of the money I deposited originated from winnings previously earned and withdrawn from 22Bet itself, I provided evidence supporting this. Despite my cooperation, I received only the following response:

“Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.”

I consider this response unprofessional and unclear. It does not explain what specific information is missing or what additional documents are required. Simply stating that “further actions are impossible” without providing clear guidance is not an acceptable way to communicate with a customer who has fully cooperated throughout the verification process.

Considering they might need first deposit .I prepared a detailed PDF document containing an explanation letter and a step-by-step breakdown of the source of my funds. I also included evidence showing how the money was transferred to my 22Bet account. Part of the funds originated from winnings at BC.Game, a platform where I have never experienced any issues with withdrawals.

Previously, support representatives would respond within an hour. However, after I submitted the requested documents and explanation, communication has significantly slowed, and I have been waiting a long time without receiving any meaningful response.

I have fully complied with every request made by 22Bet and have provided all documents requested so far. I am therefore asking AskGamblers to intervene and help resolve this matter. I simply want my withdrawal processed.

I chose 22Bet because of its positive reputation and the reviews I read on AskGamblers. As a loyal customer who has deposited and lost substantial amounts on the platform, I did not expect to encounter these issues when attempting to withdraw my funds.

I have attached the file so you can also take a look that how professional and organized file I made and sent to them

Thank you for your time and assistance. I look forward to your support in resolving this matter
Chart Pointer
57h left
$16,000
Unexpected problem with Wallet ID
1. Introduction and Background
I am filing this formal complaint against 22Bet Casino regarding the unjustified freezing of my funds and an impassable verification process. I registered my account on February 22, 2026. From the outset, I explicitly waived all welcome bonuses to ensure my play remained unrestricted by wagering requirements—a fact confirmed by the casino’s support team (see attached transcripts).

2. Account Activity and Initial Compliance
During my initial period of play, just only on a Live Roulette, I maintained a positive balance and successfully executed two withdrawals to my original source of funds. No problems at all . At that stage, the casino’s support was responsive, and no compliance issues were raised.

My current balance stands at approximately $1,000 USD.

3. The Verification Deadlock (KYC/AML)
The issue arose when I attempted to access my account to continue playing and found it restricted. I was requested to undergo an additional KYC process, including the submission of identity documents and selfies, all of which were provided promptly.
However, the Security Team has since entered a repetitive and logically flawed cycle, requesting the following:

"Provide us with the screenshots from the site or app where Crypto currency deposits were bought."

4. Technical and Legal Arguments
I have repeatedly clarified to 22Bet Security that the source of funds is a non-custodial "Trust Wallet".
• Nature of the Wallet: These wallets are decentralized and anonymous by design; they do not hold personal data.
• Source of Funds: The crypto assets were purchased with cash at a physical point of sale, not through a centralized exchange (CEX) or website. Therefore, the requested "purchase screenshot" is a physical and technical impossibility.
• Evidence Provided: I have submitted the full blockchain traceability (Transaction IDs) proving the funds originated from my wallet.
• Arbitrary Rejection: The casino summarily dismissed this evidence, stating: "Screenshots from the etherscan website are not accepted for verification."

5. Grounds for Complaint
The casino's refusal to accept blockchain evidence—the only objective proof for cryptocurrency—while demanding non-existent documentation from a decentralized wallet, constitutes a procedural deadlock.
Furthermore, 22Bet does not explicitly state that users are prohibited from using non-custodial wallets (like Trust Wallet), nor did they flag this during the initial deposits and withdrawals.

6. Desired Resolution
I request the assistance of AskGamblers to mediate the following:

1. Restoration of Access: Immediate access to my legitimate funds ($1,000 USD).

2. Verification Completion: Recognition of the blockchain traceability provided as valid proof of ownership, given the decentralized nature of the wallet.

3. Account Normalization: The right to continue playing without further discriminatory questioning regarding my choice of a standard, legitimate crypto wallet.
Status rejected Rejected
$1,000