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22bet Casino - Withdrawal not paid out, support unresponsive

RESOLVED
Complaint Info
Disputed casino 22bet Casino
Reason Delayed payment
Amount € 250.17
Posted on August 7, 2018

Around 17 July 2018 I've requested a withdrawal of €250.17 using MasterCard. The casino asked me for documents regarding account verification on the same day which I instantly replied. On July 21 they send me an email that my documents were sent to verification department which could take a maximum of 4 days to verify my account. After that, the money would be credited within 7 banking days. On their website the transaction was changed to "Completed and confirmed by operator" in the meantime (July 24). But until today, I don't see any funds credited to my MasterCard.

I've sent mails to their support and contacted the live chat, but they remain silent. The only thing they say is "kindly wait".

UPDATE: today the live chat actually responded:

"Dear user, the withdrawal was paid out from our side, you need to apply to [email protected] with your account number and the bank statement (pdf or a screenshot) confirming the fact that the funds were not credited to your bank account"

Posted on August 9, 2018

dear MYSTICEARTH,
please pm me you player account
and we will try to sort your issue!



Best regards!
22Bet team

AskGamblers
Posted on August 9, 2018

Dear 22bet Casino,

AskGamblers Complaints Team would like to remind you that player's login details could be found within the notification email sent from our complaints system. However, to avoid losing time we have just sent these manually as a private message.

Posted on August 9, 2018

Dear MYSTICEARTH and askgamblers team!
We checked your issue and we see that the founds were sent
to you via payment method you used!


Best regards!
22Bet team!

Posted on August 9, 2018

The moment my complaint was published on AskGamblers I got a message from 22bet "Dear customer, we apologize for inconveniences. Your documents have been accepted and redirected to our security department. Verification may take up to 3-4 days." and just a day after that I saw the funds pending on my creditcard. So this issue seems to be fixed.

Prior to publishing on AskGamblers the support was not helpful at all and even asked for more photos of my credit card with every detail visible which raised a lot of red flags (see attached files) with me. I'm actually surprised I got my money in the end...

AskGamblers
Posted on August 9, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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