22bet Casino - La cuenta del jugador ha sido cerrada.

My account has been permanently closed due to self-exclusion, but the remaining balance will not be paid out.

Mein Konto wurde dauerhaft aufgrund eines Selbstausschlusses gesperrt, das verbleibende Guthaben wird aber nicht ausgezahlt.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify if you requested self-exclusion or if the casino closed your account?
• When exactly was your account closed?
• Do I understand correctly that you currently have €25 (dispute value) in your casino account?

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Kristina,

I have requested a self-exclusion.

I don't know the exact date of the account closure because I haven't received confirmation from 22bet (approximately 6 weeks).

Yes, the balance on the casino account is €25.08.

I also requested a refund of my deposits because I am legally incapacitated. This was certified by a doctor. The casino confirmed this refund and wanted my account details. I provided them with the account details via email. However, I haven't received a refund to date, and I haven't received a response to several emails.

I ask for your help.

Best regards

Hallo Kristina,

ich habe einen Selbstausschluss beantragt.

Das genaue Datum der Kontoschließung ist mir nicht bekannt, da ich keine Bestätigung von 22bet erhalten habe. ( ca. 6 Wochen )

Ja das Guthaben auf dem Casino-Konto beträgt 25,08€.

Außerdem habe ich einen Refund meiner Einzahlungen beantragt, weil ich geschäftsunfähig bin. Dies wurde mir von einem Arzt bescheinigt. Das Casino hatte mir diesen Refund bestätigt und wollte meine Kontodaten haben. Die Kontodaten habe ich Ihnen per Mail mitgeteilt. Allerdings habe ich keinen Refund bis heute erhalten und auf mehrere Mails habe ich keine Antwort erhalten.

Ich bitte um Ihre Hilfe.

Beste Grüße

Thank you very much for your reply. Could you please forward me your self-exclusion request and any other relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

I have just sent you the self-exclusion request and all other relevant notifications to your email address.

Hallo Kristina,

ich habe dir soeben den Selbstausschlussantrag und alle anderen relevanten Mitteilungen an deine Mail-Adresse gesendet.

Thank you very much for your cooperation. 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 Neustart,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 22bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 22bet Casino,

Could you please clarify why the player’s remaining balance has not yet been returned following the closure of his account under the self-exclusion policy? Can you confirm whether the balance will be returned?

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello! To successfully request a withdrawal, the player needs to contact us via email at block@22bet.com. Our specialists will review the request, carry out all the necessary checks, and provide further instructions to complete the withdrawal process.

Hello,

I have just sent an email with my account details to block@22bet.com sent and await further instructions.

Hallo,

ich habe soeben eine Mail mit meinen Kontodaten an block@22bet.com gesendet und warte auf weitere Anweisungen.

Dear 22bet Casino,

Thank you for your response.

Dear Neustart,

I wanted to follow up to see if there have been any updates. Have you received a response to your email with the instructions from the casino?

Dear Kubo,

I received the following reply on August 19, 2025 at 2:41 PM.

My name is Yui. I will do my best to help you.

Our specialists are processing your request. We'll get back to you as soon as we have more information.

Since then I haven't received a new answer!

Lieber Kubo,

ich habe folgende Antwort am 19.08.2025 um 14:41 Uhr erhalten.

Mein Name ist Yui. Ich werde mein Bestes tun, um Ihnen zu helfen.

Unsere Spezialisten bearbeiten Ihre Anfrage. Wir melden uns bei Ihnen, sobald wir weitere Informationen haben.

Seitdem habe ich keine neue Antwort erhalten!

Dear Neustart,

Thank you for your message. Our colleagues will contact you shortly. We hope the situation will be resolved soon. Thank you for your patience.

Dear 22bet Casino,

I’m reaching out to kindly ask if there have been any updates regarding the handling of this issue. Given the relatively low dispute amount, I’m hopeful that this matter can be resolved quickly and smoothly.

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

Dear Cubo,

My account has now been reactivated. I've tried withdrawing several times, but I keep getting the following error message: Rejected by the operator. (Payment processing error)

The payout will then be canceled.

Lieber Cubo,

mein Konto wurde jetzt wieder freigeschaltet. Ich habe mehrmals die Abhebung versucht, aber es kommt immer folgende Fehlermeldung: Vom Betreiber abgelehnt. (Fehler bei der Zahlungsverarbeitung))

Die Auszahlung wird dann storniert.

Hello,

Dear Neustart, the withdrawal method you selected is not working at the moment. We kindly ask you to choose another available option to complete your withdrawal.

Hello,

I've just tried to withdraw twice again using different payment methods. Now the withdrawal isn't approved...

Hallo,

soeben habe ich erneut zwei mal versucht mit verschiedenen Auszahlungsmethoden die Auszahlung zu tätigen. Nun wird die Auszahlung nicht genehmigt.....

Furthermore, the refund has not been credited to my account...

Außerdem ist der Refund nicht meinem Konto gutgeschrieben...

HelloNeustart,

The funds have already been returned to your balance. Please note that in some cases this process may take a little longer and is not always instant.

We would also like to remind you that withdrawals can only be processed using the same payment method that was used for the deposit. Requests made to other methods are automatically declined. We recommend selecting the same cards or payment options that you have successfully used for withdrawals in the past.

Dear Neustart,

Could you please provide an update? Have your funds been returned and has your withdrawal been approved?

Thank you for your cooperation.

Hello,

Unfortunately, the withdrawal continues to be rejected, even with all the deposit methods I used. I've tried several times on different days.

Hallo,

die Auszahlung wird leider weiterhin abgelehnt. Auch mit allen getätigten Einzahlungsmethoden. Ich habe es mehrmals an verschiedenen Tagen versucht.

Furthermore, the refund is not included in the amount, which is significantly higher than €27.02.

Darüber hinaus ist der Refund nicht in dem Betrag enthalten. Dieser ist deutlich höher als 27,02€.

Please note that withdrawals can only be processed using the same method that was used to deposit funds. Requests to other payment methods are automatically declined. Could you confirm if you selected the same method you used for your deposit?

I hereby confirm that the deposit method is the same. The withdrawal is also approved, but then declined. (see screenshot)

Ich bestätige hiermit, dass es sich um die selbe Einzahlungsmethoden handelt. Die Auszahlung wird auch genehmigt, dann aber abgelehnt. (siehe Screenshot)

Furthermore, I still haven't received the promised refunds! The email is dated June 18, 2025.

Darüber hinaus habe ich die versprochenem Refunds bis heute nicht erhalten! Die Mail ist vom 18.06.2025.

Dear Neustart,

We can see that the last request was declined by the operator. Please try again — the most recent withdrawal went through to the correct account, so we recommend using the same method.

If you face further issues, clear your cache and cookies and try again. In case the problem persists, kindly reach out directly to our support team via live chat or email — they will assist you further. This is a technical matter that can only be resolved by support.

Dear Neustart,

Could you please clarify the exact amount you are expecting to be refunded?

When you submitted your complaint, you initially stated €25, which you also confirmed in your second message (€25.08). However, your recent communication refers to a significantly higher amount.

Could you kindly explain where the additional funds you are referring to come from? Also, has there been any change in your situation regarding the declined withdrawals?

Thank you for your cooperation.

Dear Kubo,

I would like to receive a refund of the €27.02 balance. Unfortunately, this hasn't been possible for several months. Please see the screenshot for details.

The refunds were confirmed by email from 22bet. The total amount is €171,953.72. I haven't received any response from 22bet.

I ask for help.

Lieber Kubo,

ich möchte das Guthaben von 27,02€ erstattet bekommen. Dies ist leider schon seit mehren Monaten nicht möglich. Die Details entnehmen Sie bitte den Screenshot.

Die Refunds wurden per Mail von 22bet bestätigt. Der Gesamtbetrag daraus beläuft sich auf 171.953,72€. Ich erhalte keine Antworten von 22bet.

Ich bitte um Hilfe.

The payout of the balance of €27.02 is still not possible.

16.09.2025: Error in payment processing

18.09.2025: Error in payment processing

Die Auszahlung des Guthabens von 27.02€ ist weiterhin nicht möglich.

16.09.2025: Fehler bei der Zahlungsverarbeitung

18.09.2025: Fehler bei der Zahlungsverarbeitung

Dear Neustart,

We have reviewed your situation:

The withdrawal errors occurred because you attempted to withdraw using a method that had not previously been used for deposits (VISA/Mastercard cards).

One of the withdrawal methods is indeed no longer available (the provider has been blocked).

Therefore, we recommend that you use the alternative withdrawal methods shown in the screenshot.

Dear 22bet Casino Team,

That's not correct. I've made deposits with my Mastercard before. Now the withdrawal won't be approved. The other methods are only available from €50 or €35. Please lower the limit temporarily, then I'll try again.

Thanks!

Liebes 22bet Casino Team,

das ist nicht korrekt. Ich habe bereits früher mit meiner Mastercard Einzahlungen getätigt. Nun wird die Auszahlung nicht freigegeben. Die anderen Methoden sind erst ab 50€ bzw. 35€ nutzbar. Ich darf Sie bitten, dass Limit kurzzeitig runter zu setzen, dann versuche ich es nochmal.

Danke!

Dear Neustart,

Unfortunately, the limits are set not by us, but by payment operators, and we have no way of influencing this.

Please tell us, have you tried methods 1 and 2 shown in the screenshot? If not, then we recommend that you try using these methods.

I can't select either method because the limit is higher than my balance. You have yet to credit my refund.

Ich kann die beiden Methoden nicht auswählen, da das Limit höher ist als mein Guthaben. Sie müssen erst noch meinen Refund gutschreiben.

@Casino-Guru Team:

The refund process has not yet begun.

@Casino-Guru Team:

Der Refund-Prozess wurde bis heute noch nicht begonnen.

Dear 22bet Casino,

In light of the player’s ongoing difficulties with his withdrawal, I would like to ask whether there are any alternative methods available to process the refund. For example, could a manual withdrawal to the player’s bank account or a verified card be arranged?

Thank you for your assistance and cooperation.

Dear Kubo,

We have sent you an email regarding this matter. Please check your inbox for our message. If you don’t see it, let us know and we’ll resend it right away.

Dear Kubo,

Could you please forward the email to me? I still haven't received any money or message to date.

Thanks.

Lieber Kubo,

können Sie mir bitte die E-Mail weiterleiten. Ich habe bis heute weiterhin kein Geld und keine Nachricht erhalten.

Danke.

Dear Neustart,

Unfortunately, I am unable to share the information provided by the casino at this stage. Could you please confirm whether any chargebacks have been initiated on the deposits made to the casino?

Dear Kubo,

I have not received any chargebacks from the casino to date.

Lieber Kubo,

ich habe bis Heute vom Casino keine Rückbuchungen erhalten.

Dear Neustart,

I am still in private communication with the casino representative regarding your case and am working to gather as much information as possible. According to the casino, you have already recovered all of your deposits through refunds, and the remaining balance was deducted due to initiated chargebacks.

I will let you know as soon as I have any further updates.

Thank you for your patience.

Dear Kubo,

That's wrong. I haven't received my deposits back through refunds. That would be over €320,000. Can you please send me the information and proof?

Thank you.

Lieber Kubo,

das ist falsch. Ich habe nicht meine Einzahlungen durch Rückerstattungen zurückerhalten. Das wären über 320.000€. Können Sie mir bitte die Informationen und Nachweise zusenden?

Vielen Dank.

Hello,

We’ve already reached out to Kubо via email regarding this matter and are awaiting a response.

Dear Neustart,

Thank you for your message. This case has indeed become quite complex due to the multiple amounts referenced throughout the process. To ensure we proceed accurately, I’d like to confirm one detail with you. As I understand it, your current concern is the withdrawal of the remaining balance of approximately €27.02, correct?

Previously, you mentioned refund totals of €171,953.72 and later €320,000. To move forward effectively, I will need further clarification from the casino regarding these figures. For now, could you please confirm that your current account balance still stands at €27.02 and that this is the amount you wish to withdraw?

Thank you for your patience and cooperation.

Dear Kubo,

The account balance remains at €27.02. Despite multiple withdrawal attempts, the money has not been paid out to me.

The refund amount is €171,953.72 and represents the difference between deposits and withdrawals. The total deposit amount is over €320,000. However, despite an email from 22bet, the refund process has not yet been initiated.

Therefore, I would like to receive my credit balance of €27.02 and the refund amount of €171,953.72.

Lieber Kubo,

der Kontostand beträgt weiterhin 27,02€. Das Geld wird mir nicht ausgezahlt, trotz mehrfachen Auszahlungsversuchen.

Der Refundbetrag beträgt 171.953,72€ und ist die Differenz aus Einzahlungen und Auszahlungen. Der Einzahlungsbeträgt liegt bei über 320.000€. Der Refundprozess wurde aber trotz Mail von 22bet noch nicht gestartet.

Ich möchte daher mein Guthaben in Höhe von 27,02€ und den Refundbetrag in Höhe von 171.953,72€ ausgezahlt bekommen.

Dear Neustart,

Thank you for your clarification.

Dear 22bet Casino,

I would appreciate confirmation that you are fully informed about the player’s expectations regarding the unresolved funds. Your latest email message indicates that part of the deposits has already been refunded, but we still need clarification on the status and intended resolution of the remaining balance.

Thank you.

Hello Kubo! We’ve already sent you an email with all the necessary evidence attached. Could you please take a look and let us know if there’s anything else we should provide? We haven’t received a reply to our last message yet.

Dear Kubo,

Could you please forward me the emails with the evidence and reply to the email from 22bet?

Thank you.

Lieber Kubo,

kannst du mir bitte die E-Mails mit den Nachweisen weiterleiten und auf die Mail von 22bet antworten.

Vielen Dank.

Dear 22bet Casino,

Thank you for your message, and I apologize for the delay in my response. I have sent you my reply along with a few additional questions, and I look forward to hearing from you again soon.

Dear Neustart,

Please understand that this particular correspondence is being handled privately to maintain the required level of confidentiality. The casino shares certain pieces of evidence with us in good faith, under the condition that they are not distributed further for strategic or security reasons, and we respect these terms. Once all necessary information is gathered, I will update you accordingly.

Thank you for your understanding and patience.

Dear Kubo,

Thank you for your message. We’ve replied to you via email and provided additional details regarding your case. If there is anything else you may need or any further clarification required, please let us know — we are fully at your disposal and ready to assist.

Dear Kubo,

Could you please respond to the email from 22bet Casino?

Thank you.

Lieber Kubo,

kannst du bitte auf die E-Mail von 22bet Casino reagieren/antworten?

Vielen Dank.

Dear Neustart,

I apologize for the delay in my response.

I have carefully reviewed all the information and evidence provided by the casino. I fully understand your frustration regarding the refunds you were hoping to receive; however, based on the facts available, there is no clear basis for granting a refund of all deposits ever made, if that is what you were aiming for.

According to the information presented, you disclosed your gambling-related issues to the casino on May 21. Your most recent deposit totaling €4,635 prior to that disclosure was made on May 19. From our perspective, this means that no deposits fall within a period that would make them eligible for a responsible-gambling-based refund.

Nevertheless, you contacted the casino’s provider directly and requested the refund of specific transactions, which you listed. The wording you used - stating that you had not received any goods or services - typically indicates the initiation of a chargeback request. As a result, the provider accepted your claim and refunded the listed deposits in the total amount of €17,515, even though some of those deposits were made before you informed the casino about your gambling problem.

Regarding the remaining €25 in your casino account, this balance was accumulated through a cashback bonus. Considering that the casino has already refunded you significantly more than what would normally be expected or required, we are unable to pursue this matter any further.

For these reasons, we must reject this complaint as unjustified.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo