Complaint #923 22bet Casino

Unexpected problem with Wallet ID

By EUGENIA C.

7 months ago

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.

Disputed Casino 22bet Casino

Reason Other

Amount $1000

Discussion

EugeniaHonduras

• Honduras

6 months ago

Please , I have had a critical sugery on Monday this week , I´m terribly sick and still in hospital, please , I can barely move at the moment, and to comply with the casino's request, I need to go to the phone company's store to provide the requested information.

I accept that you consider the complaint rejected for now and allow me to reopen it in a couple of weeks when I've recovered and can walk again. Thank you. I would like to recover the money that I legitimately won playing.

AskGamblers

• Support Team

6 months ago

Dear @EugeniaHonduras,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the 22bet Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

22bet Casino

• Representative

6 months ago

Hello,

Thank you for your message.

Dear AskGamblers team, in this case, would it be possible to mark this complaint as rejected for the time being, at least until the requested information is provided?

AskGamblers

• Support Team

6 months ago

Dear 22bet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

22bet Casino Complaint Stats

Resolved 230 / 230

Avg. Amount $4,413

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

22bet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 182 out of 182 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 7 days.

22bet Casino Complaints

See all complaints for this casino

Two SEPA withdrawals never received

24h left

€45,000

Unable to receive SMS OTP for withdrawal

Hello AskGamblers Team,

I am writing to seek your help regarding an issue with my casino account. I have successfully deposited money on this platform more than five times without any issues. However, today, when I attempted to make a withdrawal first time, I was unable to receive the required SMS verification code on my registered mobile number.

Amount held 3790inr

Please note that my phone number is active and fully functional for incoming messages. Additionally, I noticed that my personal profile section on the website has changed; it now only displays my Email ID and Gaming ID, while other details like my registered phone number—which were previously visible—are no longer shown.

I have already contacted customer chat support, but they failed to provide a satisfactory response or solution. This situation is causing me a lot of stress, and I request your intervention to help resolve this issue so I can proceed with my withdrawal.

upon contacting customer care chat they are saying that email code will be provided but when applying for withdrawal it still ask for code sent to phone number which nevers comes

Account Details:

Gaming ID: [1559360697]

Registered Email: [ removed and sent to the casino]

Registered Phone Number: [removed]

Thank you for your assistance.

Resolved

₹3,790

Withdrawal blocked verification pending for over a month

Hello AskGamblers team,

I live in Germany and have been playing at 22bet from Germany since registering on 17 September 2026, always with my real details. 22bet has known my country of residence from the start:

I registered with my German address in Hagen, North Rhine-Westphalia.

My deposits were made with my own bank cards, a Revolut card and a DKB Visa Debit card, plus one small cryptocurrency deposit.

During verification, 22bet requested and received my passport, photos of my bank cards, bank statements for both cards, and a selfie holding my passport next to the device I bet on, with my profile open.

[I have never used a VPN to access 22bet.]

On 17 September 2026 I requested a withdrawal of €1,390 (request №5298295113, ticket #5470147). The same day, 22bet’s security department asked me to verify my account. Between 17 September and 7 October 2026 I sent every document they requested, and on 7 October 2026 they confirmed in writing that my data had been received and was under verification.

Since then I have received no further requests and no result. When I asked for an update on 20 October 2026, I was only told that my request had been passed to specialists. On 26 October 2026, live support confirmed that my data is still under review, that they cannot see its progress, and that the withdrawal restriction remains in place. 22bet has never told me that any document is missing.

22bet accepted me as a player from Germany, took my deposits and reviewed my documents, so my country of residence was never hidden from them. I am asking 22bet to complete my verification or tell me exactly which document is missing, and to pay my withdrawal of €1,390.

Note: your live chat advised that a complaint from a restricted country can be submitted from a non-restricted IP while stating the country I have been playing from. 22bet does not appear in the list for Germany.

22bet account ID: 1806319519

Resolved

€1,390

Missing deposit for 11 days

I made deposit of 4000 INR on 03/10/2026.

22Bet ID: 1557172125
UTR: 846060124777
Query ID: 23247635

Amount debited from bank but not credited to casino wallet for 11 days.

22Bet support promised credit by 13/10/2026 EOD but failed. Now giving template reply "another payment system review" and not providing ARN / TID / Gateway.

I request either credit 4000 INR or provide valid ARN number.

Resolved

₹4,000

Unlawful 30Days Delay Withdrawal Player id 838671573

Dear AskGamblers Team,

I am lodging an unresolved complaint against 22bet regarding a pending withdrawal of 40,000 INR requested on 29/08/2026 via Bank Transfer.

Transaction details:

Player ID: 838671573
Query Number: 21510960
Transfer Reference: 1222143726082915123682654
Amount: 40,000 INR

My account is fully verified. Query 21510960 has been stuck in "In progress" for roughly a month. Despite submitting bank statements showing the funds were never credited to my account, the operator has failed to resolve the issue or provide a valid bank UTR clearing voucher.

Customer support also worst response on live chat...no use

I request AskGamblers to intervene so that 22bet either releases the funds with proper bank proof or restores the 40,000 INR back to my player wallet balance.

Resolved

₹40,000

Blocked account and withdrawal

I opened an account at 22BET Casino the other day and deposited a total of €350 across several transactions. After losing almost everything, I won €370 in a game, so I requested withdrawals of €300 and €10, leaving €50 in the account to keep playing. This happened on September 26th; my login details are ID 1816935281 and< email removed>

Rejected

€310

VIP cashback has been pending for two weeks

Hello AskGamblers Team,

I am writing to request your assistance regarding a serious promotion issue with 22Bet. My account is fully verified, and I hold a Diamond VIP status, which entitles me to a weekly 11% cashback on my net losses.

For the past 2 weeks, this 11% cashback has not been credited to my account.

I have contacted their support via live chat and email multiple times. Every single time, including today, I received the exact same canned template response stating that "the specialists are working on the technical issue." They refuse to provide any timeline or manual credit.I even gave them a final 24-hour warning via email, but they replied with the same automated script.

Since internal customer support is completely unresponsive and failing to fulfill their VIP loyalty program terms, I am forced to open this public complaint.

I request 22Bet to manually credit my rightful 11% VIP cashback immediately.

Resolved

Four SEPA withdrawals marked as successful but not received

The issue occurred on September 8, 2026. On that date, I made five withdrawals from my 22Bet account via SEPA bank transfer: 10,000, 10,000, 10,000, 9,000, and 9,900.

According to 22Bet, all five withdrawals were processed successfully, and the funds were sent.

However, I have received only the withdrawal of 9,900 in my bank account. The remaining four withdrawals — three payments of 10,000 and one payment of 9,000, totaling 39,000 — have not been received.

22Bet informed me that the withdrawals were successfully sent and that the arrival of the funds depends on their payment provider. However, I have not received any clear information about the location or status of the four missing SEPA transfers, and their support is currently not responding to me.

I have requested proof of payment and traceable transaction details for the missing transfers, including the transaction/payment references and End-to-End IDs, so that my bank can trace them. I have not received these details.

The fact that the 9,900 SEPA withdrawal from the same date successfully reached the same bank account, while the other four transfers did not, makes me particularly concerned.

I am requesting that 22Bet immediately investigate and trace all four missing SEPA transfers with their payment provider and provide valid proof of payment and transaction references for each transfer.

If the transfers cannot be completed, I request that the full missing amount of 39,000 be returned to my 22Bet account.

I can provide screenshots of the withdrawal history, showing that all withdrawals are marked as successfully processed, as well as my bank statement confirming that only the 9,900 payment was received.

Resolved

€39,000

I deposited 10000 INR Delayed deposit 25days

I deposited 10000INR on 06/08/2026, 25days still 22bet casino site still not added my deposit,
They always told and ask multiple times bank statement etc,,,,etc,,. It's not helpful at all they were doing time passes, So many players facing the same issue..
I contacted my bank they told me successfully credited to 22bet payment provider parter account..
I think they are doing froud with players deposits. PLEASE HELP..

Resolved

Withdrawal unresolved after I provided all documents they requested

I am requesting AskGamblers’ assistance regarding a serious and prolonged withdrawal issue with 22Bet.

At the beginning, withdrawals from my 22Bet account worked normally. Previous withdrawals were usually credited to my bank account within approximately 30–60 minutes.

Later, 22Bet requested additional account verification. I fully understood and respected this process and cooperated with every request. I provided all documents they requested, including identification documents and additional financial documentation.

After this verification, 22Bet successfully processed a large withdrawal from my account.

Not long afterwards, I submitted further withdrawal requests. From that point onward, the situation changed completely.

22Bet initiated another review, this time asking for information and documents concerning the Source of Funds used for my deposits and whether the activity could involve money laundering or other financial concerns.

Again, I cooperated fully and provided all requested information and supporting documents.

After approximately five days of waiting, my pending withdrawal requests were cancelled without any clear and specific explanation, and the funds were returned to my gaming balance.

I then submitted the withdrawals again.

Since then, I have received multiple different and sometimes contradictory explanations from 22Bet.

At different times, I was told:

* that my documents had been accepted for verification;
* that there were technical problems with the payment system;
* that there were specifically problems with SEPA withdrawals;
* that I should try an alternative withdrawal method;
* and later that alternative withdrawal methods were actually not possible because SEPA was the only method available for my account.

I was also informed that withdrawal processing times had “significantly increased” and that this was supposedly a widespread issue affecting the payment provider.

However, I am aware of other users who continue to receive withdrawals normally, which is why I repeatedly asked 22Bet whether there was any specific issue, restriction, review or problem affecting my individual account.

I did not receive a direct answer to that question.

On Friday, I submitted the withdrawals again. They went through the processing stage and were shown as approved. The status then stated that the transactions were waiting for confirmation from the payment system.

Despite being approved, the withdrawals were later cancelled after less than 24 hours and the funds were again returned to my gaming account.

I did not request these withdrawals to be cancelled. My intention is very simple: I want my legitimate account balance transferred to my bank account.

I submitted the withdrawals again, but I still have not received the funds.

Today is already the 11th day since I first started trying to withdraw this balance.

Until this issue started, my withdrawals normally arrived within 30–60 minutes. I have still not received a clear explanation as to why withdrawals that previously took less than one hour are now being quoted as taking 7–10 banking days, especially after they have already been processed and shown as approved.

I want to make clear that I fully respect legitimate KYC and AML procedures. I have cooperated with every verification request and provided all documentation requested from me.

I am not refusing verification and I am not asking to bypass any security process.

What I am asking for is a clear and specific explanation of:

1. whether my account and Source of Funds verification have been successfully completed;
2. whether there is any individual restriction or additional review affecting my account;
3. why previously approved withdrawals were cancelled;
4. why SEPA withdrawals now allegedly require 7–10 banking days when my previous withdrawals were processed within 30–60 minutes;
5. and most importantly, when and how my EUR 431,868.35 balance will actually be paid to my bank account.

I have tried repeatedly to resolve this directly with 22Bet, but I continue to receive general responses telling me to wait, without a clear status or concrete solution.

I would therefore appreciate AskGamblers’ assistance in contacting 22Bet and obtaining a clear and final resolution.

I can provide the complete email correspondence, screenshots of my player balance, screenshots showing unavailable or cancelled withdrawals, evidence of previous successful withdrawals, and all relevant transaction history.

Thank you for your assistance.

Resolved

€420,005