Dear aboodyaser,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Katarina

I have already contacted the bank and I am completely sure that the amount has reached Agent 22bet

I demand that an investigation be opened with Bet22 Casino and that the complaint be referred to financial affairs and that it be verified whether the amount was delivered to the agent or not and that I be confronted with the local shipping agent and that each of us provide a bank statement showing the transaction.

Dear aboodyaser,

thank you for your messages.

Please be aware that investigating lost deposits can be a complex and time-consuming process, potentially requiring several months to resolve.

To expedite the investigation, we kindly request that you contact your payment provider to obtain the transaction number for the deposit in question and request a trace of the transaction. Once your payment provider has completed their investigation, please provide us with any new information they provide, including written documentation.

Thank you for your cooperation.

Katarina

This is a document from the National Bank confirming that the transaction was successfully completed. The transaction, highlighted in bold, shows an amount of 2,000 Egyptian pounds transferred to your local shipping agent.

Additionally, the agent’s account number is clearly shown in the transaction. As requested by customer support, please obtain a bank statement from the local agent’s wallet dated 18/5.

Dear aboodyaser,

thank you for your message. I apologize for late reply, I was on a sick leave and unable to respond.

Unfortunately the screenshot you so kindly provided is very blurry and unreadable on our side Would you mind sending it to my email [email protected]?

Have you used any other payment provider to transfer your funds from your bank account to the casino's account, please? This may include e-wallets (Google pay, Venmo, Paypal...) or some other channels?

Looking forward to your reply,

Katarina

I have sent this message with the document attached.

Dear Katarina,

As requested, please find attached a clear copy of the bank statement issued by the National Bank of Egypt. This statement clearly shows the transaction of EGP 2,000 made on May 18, 2025, to the local agent’s InstaPay account (tbark13@instapay) on behalf of 22Bet Casino.

Additionally, as part of my attempt to verify the agent’s functionality, I sent him another amount of EGP 30, and he successfully deposited it into my casino account. This confirms that the agent received the previous EGP 2,000, but did not transfer it to my 22Bet account, indicating that I was defrauded.

I kindly ask that this case now be referred to the financial department of 22Bet, and that an internal investigation be launched regarding the agent’s handling of customer deposits. I’m ready to provide any further supporting documents if needed.

Thank you again for your assistance and for supporting fair and transparent gambling practices.

Best regards,

A******** Y***** A**** Mohamad

May God heal you and grant you full recovery.

Dear aboodyaser,

Thank you for your messages and well wishes.

Could you please confirm if the method used to transfer the smaller deposit of 30 EGP was the same as that used for the previous, larger deposit?

Could you please explain what you meant you sent the funds to an agent? Haven't you sent them to casino's account directly?

Looking forward to your reply,

Katarina

I would also like to emphasize that I transferred the money through the casino’s own instructions. They were the ones who told me to send the money to this specific agent’s account via InstaPay.

Dear aboodyaser,

Thank you for your messages.

Could you please forward all communications you have had with this casino regarding this matter to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the communication with casino agent that was supposed to deposit your funds as well as.

Looking forward to your reply.

Katarina

I sent what you requested, but I won't be able to communicate with the local casino agent. I wish I could speak to him directly, but unfortunately, I can't

Thank you very much, aboodyaser, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) 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.

Hello, aboodyaser,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

In the meantime, since you mentioned something like that earlier ("I transferred the money through the casino’s own instructions. They were the ones who told me to send the money to this specific agent’s account via InstaPay."), can you please provide me with proof of the communication with the casino, where the casino provided you with such instructions?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please look into the user's issue and provide us with the results of your investigation?

Can you explain in more detail how the agents work, and provided that the casino did not receive the funds in question, what do you suggest as a solution?

In case you need anything from the complainant to expedite your investigation process, feel free to let us know.

Thank you.

Hello aboodyaser,

Thank you for your message, and we're sorry to hear you've encountered difficulties with your deposit. According to the information provided by our payment provider, the funds have not been received on our end.

We kindly recommend contacting your bank to check the status of the transaction and request a written confirmation that the funds were successfully sent. Once you obtain this document, please share it with us so we can investigate the issue further.

Thank you for your understanding.

Thank you for your response.

I will visit the bank on Saturday to obtain an official document confirming that the transaction was successfully completed, as Thursday and Friday are official holidays here.

I will share the document with you as soon as I receive it.

Greetings all,

I am sorry for the delay.

Thank you for your response and the document, aboodyaser.

However, I am not sure whether this was the type of document or statement the casino meant. I think that in such a form, it does not exclude the option that the transaction/funds could have been credited back to your account later, got cancelled, or simply that it was left being in a "pending"/"unfinished"/"not posted" status, which is not clear from your bank statement/transaction history, especially if there is no "balance before/after" information.

Therefore, I recommend you connect with your bank/payment method provider once again, ask them about the exact transaction and its status, or if possible, to find and open more details and the status of the transactions in your account (internet banking/app), where it is clear that the transaction was successful, the funds left your account and they did not bounce back later.

Anyway, to be sure, let's ask the casino representative for clarification.

Dear 22bet Casino Team,

Can you please check the user's last post and the document provided, and inform us on how to proceed?

Is the provided document sufficient to prove everything you would like to verify? If so, can you provide us with an update on the investigation? If not, can you provide the complainant with more and clearer instructions on what exactly you would need to confirm the transaction was successful and to initiate a thorough investigation on your side?

Thank you.