The player from Spain has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player stopped responding to our questions and comments, so we rejected the complaint.
20Bet Casino - Player claims that payment has been delayed.
Amount: €800
20Bet Casino
Safety Index:Above averageSafety Index
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6.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
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1 year ago
Translation
Good day, I have been playing at this casino for two days, with my verification completed smoothly. However, the problem arises when I win the amount of €858, always with my own money and never through bonuses. I attempt to make a withdrawal but it gets rejected, and they ask me to upload photos of the card. I explained that it’s a digital card, and they asked for screenshots from online banking. I have uploaded all sorts of documents and screenshots, certificate of account ownership, statement of purchases at their casino, screenshot of the card agreement, photos of the card within the Imaginbank application, but they keep rejecting it. Despite telling me this, every time it gets rejected, they send the same generic email.
"Hello Alejandro Ruiz Vicente!
Your withdrawal request has been cancelled.
Reasons for rejection: "Upload photos of the credit/debit card used for deposits at our casino (both sides, separately). We need to see the first 6 and the last 4 numbers of the card, the expiry date, and the name/number of the owner. You can obscure the middle number and CVV code."
For more details, please contact our customer service."
I have sent emails explaining everything and highlighted that they have all the documentation that my bank provides, which is more than sufficient, uploaded in the documents section of the website. But they continually respond with another generic message.
"To complete your withdrawal, upload photos of your bank card (both sides), used for deposit at our casino.
You can cover the middle part of the card number and the CVV code, we only need the first 6 digits and the last 4 digits visible. Make sure the card is full sized in the photos, with all 4 corners visible, not cropped.
In case you have a virtual card, upload a screenshot of the virtual card with the account owner's name, card number, and expiry date visible.
Please note that the required information must be visible in a single screenshot."
I have read many similar cases on this site where you have provided help and they were finally able to withdraw their winnings. I would really appreciate your assistance, as I really need that money, especially as it's my birthday and I would love to celebrate with this money.
Many thanks in advance.
Automatic translation:
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1 year ago
Dear Itsruizv93,
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
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1 year ago
Translation
Good morning, they have processed everything but as I mentioned above they reject it due to verification, I have sent them all kinds of documents that they request but they continue to deny me, it gives me the impression that they do not want to pay, please help me.
Automatic translation:
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1 year ago
Translation
When I gave the reason I was wrong, it is not that it is a delay, it is a problem that they are giving me with the verification. THANK YOU
Automatic translation:
Public
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1 year ago
Dear Itsruizv93,
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that only your card has not yet been approved? You mentioned that you used a digital card. In the email from the casino there are instructions that if you used a digital/virtual card, you should upload a screenshot of the virtual card with the account owner's name, card number, and expiry date visible. Does your screenshot contain all the required information?
