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Subject: Unable to Withdraw Funds or Play – Error Code Issue

Hello,

I am writing to report a serious issue with my account. I am currently unable to withdraw my funds, and I am also unable to continue playing to the casino because the platform keeps showing an error code.

Every time I try to make a withdrawal or play casino,I receive an error message that prevents me from proceeding. This situation has been ongoing and it is very frustrating.

It has now been over one month since I first contacted the security team at security@22bet.com regarding my withdrawal and account access problem. I have already sent three emails with all the information and documents that were requested, but I have not received any response from the security team.

When I contact support through the app, I am simply told to wait for a response from the security department, but it has already been a month without any update or assistance.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a video showing the error code you keep receiving? My email address is veronika.f@casino.guru.
• Have you made any successful withdrawals from this casino before?
• Have you already passed full KYC verification at this casino, or at least submitted any identity documents for verification?
• Have you tried accessing the casino website from a different device or browser to see if the problem persists? Additionally, have you tried clearing your cookies and cache or deleting your browsing history?

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

Best regards

Veronika

Hello,

So I did send you by email the video of the error

Yes, I was able to withdrawal successfully. However, about five days later, while I was playing on the casino, my account suddenly logged me out and started showing an error code. Since then, I have not been able to play casino or complete the withdrawal.

Yes, I submitted all the required documents on personnal info. I sent my passport for verification, which allowed me to make withdrawal requests from the site at that time.

Yes, I have tried accessing the website from different devices and browsers, and I also cleared my cookies and cache. Unfortunately, the problem still persists and I continue receiving an error when trying to withdraw my funds.

Thank you for the video. Please forward me the communications between you and the casino customer support (security@22bet.com) regarding the verification of your account as well.

Also, have you tried withdrawing your winnings through a different payment method to check if the problem persists?

I did send you the email i send to the security@22bet.com via your email but it in french so you must translate

for the second question i try other way but it always the same error

Hello Juliopogo,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Juliopogo;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Juliopogo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter Č., peter.c@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello there,

Thank you Juliopogo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 22bet Casino for their help in resolving this complaint. We would like to know what the issue is with the player's account and what we can do to help the player receive their winnings.

Thank you!

Hello,

Please note that the player was asked on February 22 to provide screenshots confirming the deposits made via the payment system linked to the email address associated with the account.

In order for the case to be reviewed properly, the screenshots should clearly display the account holder’s personal details together with the full transaction history, with all information fully visible and readable. At this time, the requested documents have still not been received, which unfortunately prevents us from moving the case forward.

We would also like to mention that emails sent from Hotmail addresses may occasionally encounter delivery issues. Therefore, if possible, we kindly suggest that the player resend the requested documents from a Gmail address, as this may help ensure successful delivery.

Thank you for your understanding.

It has now been two months since I first contacted you and started reaching out to support through the app, yet no one has ever followed up with me. I was only told to keep waiting. On top of that, I was not receiving any emails on my Hotmail account And no one informed me of this until today not Even the support throught the app do you find that normal? Anyway, I have sent all the required documents by email. If you need more info just tell me in one Time so I can send u all in one email.

Dear Juliopogo,

We would like to kindly ask whether you have already received a response from our colleagues regarding your case. If so, could you please let us know whether the issue has now been resolved?

We would appreciate your update, as it will help us better understand the current status of the matter.

Best regards.

I did not receive any email again when my money will be in my account i will say the issue has been résolve but for now no response again.

Dear Juliopogo,

Could you please specify the Gmail address you used when contacting our support team?

Thank you in advance.

Dear Juliopogo,

Please be assured that we are still following this case.

As soon as we receive any new information or further clarification, we will return with an update in this thread.

Thank you for your patience and understanding.

Hello,

I would like to inform you that I originally sent my email using berg.b.27@hotmail.com, but I have not received any response so far.

For this reason, I kindly ask that you reply to me at Bergy.b.27@gmail.com instead.

Thank you for your attention, and I look forward to your response.

Best regards, so here the screen shot of the email i sent

So I just send all the document via my gmail I Hope to havé a response fast and let me withdraw it been 3 month I wait

I have exchanged a total of 27 emails with your support team, repeatedly being asked to resend photos and documents to verify my identity. Each time, I carefully followed the instructions provided. However, after submitting the requested documents, I was told that the instructions had not been followed, even though new requirements were being added that had not been mentioned in the previous emails.

Despite this, I continued to cooperate fully and sent every document and piece of information requested from me, every single time.

Now, after providing all the information requested, I am no longer receiving any response from your team.

I find it unacceptable that I have had to go through 27 back-and-forth emails, repeatedly submitting documents and verifying my identity, and I still do not have access the ability to withdraw my funds.

here the proof of the email

Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Juliopogo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter