20Bet Casino - Player believes that their withdrawal has been delayed.

Hi. This is the most ridiculous situation I have ever faced. 09.08.23 I am asking for a withdraw via Mastercard, the max amount is 4500 kr and I mke 2 withdrawals of 4500, and another of 2955. It has been rejected due to they wanted proof of one of my card I used for deposit for first time and not my usual Mastercard which I have made many deposits and withdraws. I play there 6 months now. All this time all the withdraws after approval within 3 hours, after approval was reaching my card instantly. This time something change. I upload the card they wanted, got approved of course and they approved also the 2 withdraws. But the money never arrived. From day 2 I was sending emails speak to live chat, to my VIP manager, all of them was writing the same thing exactly. You need to wait up to 5 business days. I was laughing. On the 6th business day which was yesterday I start again with emails and they replied we are sorry about inconvenience, it has been approved from our side, we will update you. Nothing 4 o clock in the morning on day 8 one clown send me email that it had been passed only 4 business days. Hahahaha . From 10.08 until 18.08 he counted only 4 business days and again I need to wait. I am starting to get so much pissed

Finally I am asking for your help. The casino is the 20bet.com. I have easily prove that I never got the money with my bank statement. I contacted the bank of course they said that never anyone tried to send Nothing. What should I do;

Dear vkaisis,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear vkaisis,

Have you received your withdrawal from the casino yet?

Hi. Yes after 12 days they turned back my funds to my gaming account and I asked for a new withdrawal with different method. They had problems with Mastercard but I don't believe it. Thanks for your help

Dear vkaisis,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru