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I deposited 200 euros from my Jeton bank account to my 22bet account. The amount was deducted from my Jeton bank account, but it hasn't appeared in my 22bet account. Jeton's customer service confirmed that the payment was sent to 22bet. This happened on January 4, 2025. I sent an email to 22bet with a screenshot of the payment document. The 200 euros have disappeared, and my 22bet account balance still shows zero euros. The Jeton payment ID number is: 8511055. TRX: 14235882905

Ich habe 200 Euro bei der Jeton Bank auf mein 22bet-Konto eingezahlt. Der Betrag wurde von meinem Jetonbank-Konto abgebucht. Der Betrag ist jedoch nicht auf meinem 22bet-Konto angekommen. Der Jeton-Kundendienst teilte mit, dass die Zahlung an 22bet ging. Dies geschah am 4. Januar 2025. Ich habe eine E-Mail an 22bet geschrieben und einen Screenshot des Zahlungsdokuments gesendet. 200 Euro sind verschwunden. Auf meinem 22bet-Konto werden immer noch null Euro angezeigt. Die Jeton Zahlungs-ID-Nummer lautet: 8511055. TRX: 14235882905

Dear vugaraslan, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Jeton customer service responded to me via email.

Dear Vugar A.,

Thanks for waiting. It seems there is some confusion on the casino's side.

The transaction ID: 8411055 has actually been completed from our side. Could you please ask the casino to verify the request and response regarding the transaction ID: 8411055 and TRX: 14235882905?

Der Jeton-Kundendienst hat mir per E-Mail geantwortet.

Lieber Vugar A.,

Vielen Dank fürs Warten. Es scheint, dass auf Seiten des Casinos einige Verwirrung herrscht.

Die Transaktions-ID: 8411055 wurde von unserer Seite tatsächlich abgeschlossen. Könnten Sie bitte das Casino bitten, die Anfrage und Antwort bezüglich der Transaktions-ID: 8411055 und TRX: 14235882905 zu überprüfen?

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from 4 January until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear vugaraslan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello. My problem is solved. 200 euros have been credited to my casino account. Thank you very much.

Guten Tag. Mein Problem ist gelöst. 200 Euro wurden meinem Casino-Konto gutgeschrieben. Danke schön.

Dear vugaraslan,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru