22bet Casino - Депозит игрока был задержан и не решен.

Deposit failed/rejected by payment gateway, fund already deduct from bank/e wallet account. PM customer support, takes ages to reply, then when replied, again takes forever to check. First they said it's credited into gaming account already so I asked for the exact time and date (didn't get an answer for this) and provided them with screenshots of all 4 deposit transaction together with transaction history (22bet website) that clear shown only 3 was successful and 1 is missing. They said they will check and provides me with updates as soon as the check is done (6 Nov 2024) but in the end until today (13 Nov 2024) not replying with any updates whatsoever, deposit was on 28 Oct 2024 Maybe because I am low roller, currency (MYR) low in value, so they just don't give a F**k about it or the customer support just transfer the money into his own account for his own good. We can accept when we gamble and lose but I think no one can accept being SCAM like this, other casino would have solved this at least within 24 hours.

Dear Munky,

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. 

Based on the provided screenshots all 200MYR deposits seem to have been credited to your balance.

• Kindly provide your gaming history where your current balance and all your bets are recorded. You can usually request this in Excel format from casino support for a chosen period.
• Forward this information to my email at tomas@casino.guru

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

Best regards,

Tomas

I have just email them, waiting for their reply. Look at the time of 4 receipts i provided, 08.31, 08.38, 09.20 and 09.37. Now in the screenshot, theres only 3 Successful, time is 08.41, 09.21 and 09.38 so 1 is missing.

Dear Munky,

Do you have similar confirmations from your bank app for the deposits made earlier? (see screenshot) Please provide them here or to my email at tomas@casino.guru

Have you received any response from the casino since your last post?

Thank you very much, Munky, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Munky,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 22bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 22bet Casino,

Could you please provide detailed information regarding this case and clarify the reasons why the player's deposits were not credited to their casino account?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Munky,

We have conducted a verification of your question. The deposit dated October 28, 2024, at 08:38:40 was not sent to our casino. The rest of the deposits are under review, and our support team will be sure to contact you as soon as more information becomes available.

If you have any further questions, please do not hesitate to contact us. We are always here to help!

Dear 22bet Casino,

Could you kindly provide an update regarding this issue? Has the review of the player's deposits been completed, and are there any findings to report?

Thank you for your cooperation.

They solved it and credited my account with 200. Thank you to all that involved in this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good evening, Kubo,

I believe there may have been a slight misunderstanding. The situation has already been resolved, and the funds have been successfully credited to the player's account.

Munky has already confirmed this in the message above.

Dear Munky,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo