20Bet Casino - Player faces endless verification delays for withdrawal.

This casino has been denying all my withdrawal requests and i have been fighting with them for 3 months now and i have not gotten anywhere with them. I need your help casinoguru, as they are trying very hard to keep my money with the endless verification requests of the same document with no reason for refusal of previous documents.

I have sent a selfie + id + piece of paper with numbers they requested i write on a piece of paper multiple times, and whenever i send in a new number (that they requested) it gets approved on the website (when i upload it) but when i try to make a withdraw they ask me to send the exact same thing just with a different number, and when asked for why they refused my previous document they have no reason and just tell me to send a new number. What they are trying to do here is keep asking me for the same verification documents without any reason of why they refused the previous ones in order to get me to give up on trying to verify myself and to keep my money, this is disgusting and very obvious scam behavior and we need to put an end to this.

I have been in an endless loop of verifying the exact same thing multiple times with this casino, and every time i verify their requested documentation (selfie id + requested number), i get asked to do the exact same verification again and again for absolutely no reason.....

I am in an endless loop of verification that has been done multiple times (and approved on the website) .

I have sent a total of 6 documents that have all been approved on the website, including my id, selfie with my id, proof of address/selfie with id + random numbers they have requested on a piece of paper.

Dear tebishyounjan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 verifying the selfie seems to be the only issue at this point?
• Have you provided it in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have sent a total of 6 verification documents and all of them were noted "approved" as you can see on the screenshots of my account that i have attached. I have sent ID front/back (approved), proof of address (approved), selfie id (approved), another selfie id with a specific number written on a piece of paper (approved), and another selfie id with a different number written on a piece of paper (approved). If the "format" was the problem, then the casino would have let me know that as i have asked multiple times if anything was wrong and all they replied was with asking for the same verification over and over again and it seems like there is no end in sight.

I would have added more proof/attachments of my case but you guys only permit 4-5 attachments.

Thank you very much for your reply, tebishyounjan. Could you please forward all the relevant communication between you and the casino and any other supporting evidence to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent over all the documents via email from t***@gmail.com

Thank you very much, tebishyounjan, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Hello tebishyounjan,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 20Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear 20Bet Casino,

Could you comment on this?

Thank you in advance for providing the information.