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I have few withdrawals completed by SEPA method to my Revolut Bank IBAN succesfully. Howewer this withdrawal request on 1/7/2026 was sent and when it apperared on my Revolut account it got rejected and this transfer was flagged as a suspicious and automatically sent back by Revolut. Also they closed by account because of this...

So I need to resend this withdrawal payment to another IBAN which works normally.

Also need to add: They held withdrawal in processing state until 3/7 when it marked as completed - confirmed by operator.

So yesterday was withdrawal "completed" at their side but the situation remains the same - Revolut shows payment returned on 1/7.

Withdrawal request: no. [redacted]

Date of request 1/7/2026 12:31 CEST

Date of request completed 3/7/2026 9:33 CEST

Amount 15639,14 CZK

Amount in EUR 644,78 (Revolut used to credit me these transfers in EUR)

Btw. It is warning for users who use Revolut as a payment method for this sportsbook and casino. You could loose your account.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Dear jakubjv,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with your withdrawal.

To better understand your situation and assist you effectively, could you please provide more information by answering the following questions:

• Could you please confirm that your account is fully verified?
• Do I understand correctly that the withdrawal was rejected by Revolut and flagged as completed in your casino's withdrawal history, but you could not see it credited back to your casino's account?
• Have you attempted to contact the casino’s support team regarding this specific withdrawal? If so, please share relevant communication with customer support. You can send it to jean.s@casino.guru or posts screenshots here.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Jean

Hello Jean,

I sent you an email with all the details.

I look forward for our cooperation.

Take care,

Jakub

Dear jakubjv,

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, Martina, (martina.b@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,

Jean

Dear jakubjv,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 22bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello,

We have checked the information regarding this case and can confirm that the player’s transaction was processed successfully.

Proof of the withdrawal has already been provided to the player through our support team, as well as through the VIP manager.

We will also send the supporting evidence directly to the Casino Guru team for their review.

Dear 22bet,

I am not sure if you understand my issue...

The transaction was successfully processed but I didn't received money because my bank sent it immediately back due to suspicious activity as they call it. So the funds should be at INPAY SA's account who process SEPA withdrawals for your company. You have to contact them and solve it with them because they have kore money on their accounts than they should have.

So please contact them because your are their client and they should have cooperate on this issue with you.

I tried to contact INPAY SA support but they can't tell me anything because of security and I am not their client!

Dear jakubjv,

According to the casino’s records, the funds were returned to your Revolut account on 3 July.

Could you please provide us with a Revolut account statement covering the period from 1 July until today, so we can verify whether the payment was received?

Thank you very much in advance.

Hello again,

Martina, I sent you pdf statement privately to your email. 

Please take note that payment was reverted back to company who processing withdrawals for 22Bet bookmaker (this company is called INPAY SA) and it is needed to 22bet company as their client to contact them to check if there is this payment)

Thank you and I hope there was not stolen over 640€ from me...

Jakub

Thank you jakubjv! If you have not already, can you please send the statement to the casino representative?

Dear 22bet Casino Team,

The player has provided an official Revolut account statement covering the period from 1 July to 15 July 2026.

The disputed payment of €644.78 from INPAY A/S is listed under the "Reverted/Returned" section and was not credited to the player’s available balance. This confirms that the player did not receive or retain the withdrawal.

Could you please contact INPAY, trace the returned payment, and arrange for the funds to be resent to another verified IBAN belonging to the player?

Thank you very much in advance for your cooperation.

Martina,

thank you so much for this response! 🙂

And yes, I sent this document to bookmaker's support too earlier.

But for better resolution I sent it today again to their email: support-en@22bet.com to they can easily find it.

Also for me would be better to receive tge funds back to gaming balance as I can withdraw by correct payment method.

Thank you,

Jakub

Dear jakubjv,

Thank you for the information provided.

At the moment, the withdrawal is still shown as successful on our side. If your bank has processed the payment as returned/reverted, we need an official confirmation of this from Revolut.

Please obtain an official document from Revolut confirming that the payment from INPAY A/S was returned/reverted and was not credited to your available balance.

Once you have this document, please submit it to our support team through the official support channels so the payment can be traced and the case can be reviewed further.

Thank you for your cooperation.

22bet Casino,

sent an official statement today to support-en@22bet.com email.

Dear 22bet Casino Team,

We would appreciate it if you could kindly confirm whether the document submitted is sufficient.

Please let us know at your earliest convenience.

Dear Martina,

I have finally got an official document of payment from Revolut.

I can't upload it here, so I have sent it to your email.

Could you please provide it to 22bet team with so they can check it with Inpay S/A and find payment?

Thank you so much.

Jakub

Dear jakubjv,

Thank you very much. I have received the confirmation.

Unfortunately, I do not believe the casino would accept a document submitted by someone other than the account holder. Therefore, I would kindly ask you to send the confirmation directly to the casino's support email address.

Dear 22Bet Casino Team,

Could you please provide the player with the most appropriate email address to which they should send the confirmation of the returned funds?

Thank you very much in advance for your cooperation.

Dear Casino Guru team,

22bet team,

I am asking 22bet team for a quick response and cooperation.

Today it is 3 weeks since this transfer was returned back to Inpay A/S from my bank.

Return confirmation was sent to support-en@22bet.com more than 24 hours ago...

There is nothing easier than provide this document to Inpay A/S and let them find the transfer.

I am prepared to release all communition and evidence showing that this bookmaker's support doesn't care about contacting Inpay A/S to track reverted payment. I give this company 24 hours to express and explain the situation.

Thank you

Dear jakubjv,

You may send the document to the following email address: support-en@22bet.com.

At the moment, the transaction is still displayed as successful on our side, and we have not received any refund or return of the funds.

I appreciate your cooperation.

Dear Tanya,

sent this documents and already got an answer - this generic answer again:

"Dear Jakub,

I am glad to greet you at our Support again! Olivia is at your service.

Thank you for the provided documents. They were present to our specialists. Information will be scrupulously checked.

As soon as there is an update, you will be able to check it in the Menu -> Other -> Account management -> Payment queries section of the app. The query number is 18845069. I hope the issue will be resolved very soon, as we surely would not want to cause you any more inconvenience. After all, we value and care about every Customer. 

(my note: btw. this is not true, I can't see anything at the "Payment queries" section - and I wrote this to support many times...)

In case you have other questions, do not hesitate to contact us again. We will be happy to assist.

Have a nice day!"

I am worried if the document will be provided to Inpay A/S because I got the exact same answer like 5 times before and the only result was that the payment wasn't refunded yet - but it won't be - it is STUCKED AT INPAY A/S account.

I hope you understand me now...

Dear 22bet Casino Team,

We would appreciate it if you could kindly confirm whether the Confirmation statement submitted is sufficient.

Please let us know at your earliest convenience.

Dear 22bet team,

I expect your answer and resolution tonight.

I am convinced that you are deliberately delaying the resolution of my case.

I am ready to escalate this case with all the evidence to Curaçao Regulator if no response will come from you.

22bet team,

since you are avoiding answering and resolving my case, I would like to inform you that I am forced to forward the case and inform your regulator in Curaçao about all its details.

I have given you enough time to respond properly, and I have not received any information from you whether anyone has actually contacted the transfer provider INPAY A/S.

I am giving you a few more hours to respond and if I do not have information within 1 day when I will see my €644.76, I will have to forward the entire matter to the authority, as I stated above.

Thank you for your understanding.

Dear jakubjv,

We are sorry to hear that you are facing difficulties with this payment.

At this stage, we kindly ask you to wait until the refund reaches our side. Please note that this process may take some time, as it depends on the payment system and intermediary processing, not only on the casino.

Once the funds are received on our side, our team will be able to proceed further.

We understand that waiting can be frustrating, but we kindly ask for your patience while the transaction is being processed.

This is your generic answer I am getting last 3 weeks... You just delaying the resolution by these answers.

22bet (Derzero Ltd) HAVE TO contact INPAY A/S first. Transaction was successful, there are no funds to be received by you automatically by failed withdrawal!

INPAY A/S has to trace and confirm the payment and after that give instruction to you to add me these funds back to my balance!

I am sorry but this is task for 1-2 day maximum to check all this.

I will forward the case to the regulator.

Dear 22bet Casino Team,

I have now sent you an email, and would kindly ask you to reply at your convenience.

Thank you very much in advance.

Dear Martina,

thank you very much for your answer. I would just like to correct the sentence that the payment was returned to the casino - it was returned to the payment operator that the casino uses. And the casino has to request information about the payment from them. 🙏

Hello,

We are still awaiting the returned funds from INPAY. As soon as the refund reaches our side, we will proceed with the necessary steps and provide an update immediately.

Thank you for your patience.

Hello,

First of all, thank you for your answer.

Can you please clarify whether your company contacted INPAY to refund the funds or is it an automatic process and you are just waiting for them to refund the funds themselves?

Just a reminder that I have been waiting for the funds for 29 days. Thank you.

Dear jakubjv,

We are very sorry that you have already been waiting for such a long time. We fully understand your concern.

Please be assured that the matter has not been left unattended. Our team is actively working on this issue through the relevant payment channel.

As soon as we receive any update, we will inform you immediately.

Thank you for your patience and understanding.

Please, urgent it. I can't wait any longer for the funds. I remind you that the funds have been returned to INPAY accounts for more than 3 weeks and during this time it has not been possible to resolve the matter.

I am ready to hand over the whole matter to the regulator and competent authorities.

Thank you.

Dear 22bet Casino Team,

I have now sent you an email, and would kindly ask you to reply at your convenience.

Thank you very much in advance.

Dear 22bet team,

two days ago I received a reply that your company has already contacted Inpay and your company has submitted a request for a refund.

Could you please let me know what the status of the whole matter is now? Have you received the funds from Inpay yet?

No funds have been credited to my game account yet.

We have been dealing with this whole matter for over a month by the way.

Thank you for your reply.

Dear jakubjv,

Our colleagues have requested an updated bank statement and official confirmation from your bank regarding the return of the funds. Please note that a screenshot of an email is not sufficient.

Once the requested documents are provided, the relevant team will review the information and make a final decision on the next steps.

Dear 22bet team,

this is just proof that you are postponing the solution to this problem.

I have provided the official account statement and the confirmation of the transaction refund that I personally requested from my bank Revolut - all in pdf format, no screenshot!

I absolutely do not understand what you are talking about at the moment. The only thing you need to do is request payment from the payment provider Inpay according to the confirmation of this transaction that I previously provided.

Can you tell me now what else I should do for you so that you can finally start doing something? No one has asked me for any documents anywhere at the moment!

Since the funds should be returned to my gaming account, it is in your absolute interest to do everything possible to ensure that the funds are returned.

Dear 22bet Casino Team,

I believe the player provided everything he could!

Dear jakubjv,

I understand this is frustrating, however, I do encourage you to submit the required document OVER AGAIN to the casino. Thank you so much in advance

Dear Martina,

thanks you for your answer.

Could 22bet team tell me which method I should submit the documents?

Dear 22bet team,

documents were uploaded via live chat in the app few minutes ago. Support worker named "Ariel" told me that it was submitted.

Please check it really quick, I can't wait another month...

Dear 22bet team,

no update from your company since yesterday. Please let me know how my complaint is going!

You have the documents. I expect my funds today! I can't wait more. I am ready to escalate it.

Thanks..

Hello,

today I found that payment query section in the app changed from "in progress" to "Contact customer support" and below that is:

"To resolve your issue most effectively, please apply to our live-chat. Kindly indicate the number of your appeal there in order to receive a response as soon as possible. Our support team is ready to help you anytime."

So I contacted live chat and they were telling me the same phrases as they used to tell me 3 weeks ago...

For example:

me: Hi, I got this message in my query: "To resolve your ...... help you anytime."

Why should I apply to live chat support?

live chat: The payment system doesn't influence the time it takes for returned payments to arrive, and this payment was successful. Unfortunately, we have no control over the speed of receipt of funds until we receive the refund.

me: Why it shows that message?

live chat: I have provided you with the information from our specialists above! ☝️

live chat: Please let me know if there’s something else you’d like to discuss!

And they quickly ended the chat...

I opened new chat:

me: I was getting this information 3 weeks ago: The payment system doesn't influence the time it takes for returned payments to arrive, and this payment was successful. Unfortunately, we have no control over the speed of receipt of funds until we receive the refund.

me: It is not any update...

live chat: The payment system doesn't influence the time it takes for returned payments to arrive, and this payment was successful. Unfortunately, we have no control over the speed of receipt of funds until we receive the refund.

The payment system doesn't influence the time it takes for returned payments to arrive, and this payment was successful.

Unfortunately, we have no control over the speed of receipt of funds until we receive the refund.

It was a pleasure assisting you with your concern. Remember, our team is always available to help you out, no matter the time.

live chat: As you do not have any other questions, I will have to end our conversation. If you have questions, we are available 24-7 for you.

Please rate the quality of the consultation (from 1 to 5 stars) in the special pop-up window after our conversation has been finished.

I would greatly appreciate it!

the same, the same, the same....

So there is absolutely no effort to resolve this issue. They have no update in this case even after 6 weeks...

And all they need to do is request a single transfer from Inpay.

I don't know how else to explain it to them.

Hello,

IMPORTANT UPDATE (August 10, 2026):

I have received official confirmation directly from the payment processor, Inpay A/S (Kerstin Landwehr, Implementation Specialist).

Inpay A/S confirmed that they have officially forwarded my Revolut Return Confirmation PDF directly to 22bet's merchant account team.

This completely eliminates 22bet's primary excuse that they are "waiting for the payment provider." The documentation is now directly in 22bet's hands from their own provider. I expect the missing €644.76 to be credited to my account balance without any further delay.

(Attached: Screenshot of official email correspondence with Inpay A/S)

Hello jakubjv,

Thank you for your patience.

We would like to inform you that the case has been taken into careful review by the relevant team.

Once there is an update, you will receive a response through the existing ticket. The information will also be shared via your VIP manager.

Thank you for being so understanding.

Dear Jakub,

We contacted InPay and requested that the transaction be traced. Following their investigation, they confirmed that the funds were successfully sent and received by you, with no return of the payment recorded on their side.

Dear Martina,

The relevant supporting evidence confirming the successful delivery of the funds has been sent to you via email.

Dear Casino Guru Team,

This statement from 22bet is completely false.

I am in direct contact with Inpay A/S (Kerstin Landwehr, Implementation Specialist).

On Monday, August 10th, Inpay A/S explicitly confirmed to me via email that they received my Revolut Return Confirmation PDF and officially forwarded it directly to 22bet's merchant account team.

Please find attached the screenshot of the official email correspondence with Inpay A/S, which directly refutes 22bet's claim.

22bet is misinforming the dispute team.

I request Casino Guru to review the attached email proof from the payment processor.

Best regards,

Jakub

Dear Dispute Team,

22bet's claim today that Inpay confirmed "no return was recorded" is officially proven false.

I just received a fresh update directly from Inpay Customer Support (Miguel Angel Castro). 

Inpay confirmed that the investigation regarding the returned transaction is STILL ONGOING and they are currently awaiting further information from their provider.

Please see the attached screenshot of the latest official email from Inpay received today.

22bet is actively fabricating updates to mislead the public dispute process.

Best regards,

Jakub  

Dear 22bet Casino Team,

Thank you for your continued cooperation. To help us clarify the remaining discrepancy, could you please send the complete InPay/provider trace supporting your latest update privately to martina.b@casino.guru? Ideally, it should show the original transfer and any return or rejection records, including their statuses and timestamps.

The player’s latest correspondence with InPay suggests that the provider inquiry may still be ongoing. We would therefore appreciate your clarification and any documentation that could help reconcile these updates.

Thank you very much in advance for your assistance.

Dear Martina and Casino Guru Team,

To keep you fully updated, 22bet's VIP manager just contacted me privately with the exact same statement: claiming the payment provider reviewed the case and confirmed no returned funds were received.

However, 22bet has still not provided the official Inpay trace log requested by you. Furthermore, as shown in my previous update, Inpay Customer Support (Miguel Angel Castro) confirmed yesterday that the official inquiry with their provider is still open and ongoing.

I am waiting for 22bet to comply with your request and submit the official provider logs directly to you.

Attached screenshot of today's message from my VIP manager...

Best regards,

Jakub

Dear Martina and Casino Guru Team,

I have just received the final official confirmation directly from Inpay Customer Support, which completely resolves the discrepancy and contradicts 22bet's claims:

"This payment was rejected and returned by the receiver's bank. The funds were added to your settlement account."

Inpay explicitly confirms two critical facts:

1. The payment was rejected by my bank and returned.

2. The returned funds were received and added directly to 22bet's settlement account.

Despite 22bet claiming both privately and publicly today that "no return was registered", their own payment processor confirms that 22bet currently holds these funds on their settlement account.

Attached is the full screenshot of the official email from Inpay.

I request 22bet to credit the returned funds to my player balance immediately.

Best regards,

Jakub

Dear Kasino Guru team,

today I got the funds back to my balance.

The complaint was resolved successfully.

Special thanks to Martina for helping me with.

J.

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

Dear jakubjv,

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,

Martina