The player from Germany had been struggling for months to withdraw winnings from 20Bet. Despite having successfully completed the verification process and provided numerous documents, he continually faced requests for additional irrelevant data. The player felt unfairly treated, suspecting that the casino was deliberately delaying the payout. Despite our efforts to mediate, 20Bet's uncooperative stance made resolution challenging. The casino claimed they were awaiting further documents from the player, however, due to a lack of further communication from the player, the complaint was eventually rejected.
20Bet Casino - Player faces excessive verification for cryptocurrency withdrawal.
Amount: €1,233
20Bet Casino
Safety Index:Above averageSafety Index
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6.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Noah S***** My name,
I have been discussing my withdrawal with 20Bet for months.
I did the verification and it was confirmed and approved, then I paid out and from then on they constantly wanted various things from me, account statements, even though I didn't pay out or deposit with the account but via crypto.... I've probably uploaded over 10 documents and there's always something new. This has been going on for over 2 months now, then they said it wasn't enough to just upload the data once, but also to the website, which apparently wasn't even looked at but had just been pending for weeks.
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Dear Steinerle,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
- Do I understand correctly that the withdrawal is still pending inside your account without being processed?
- Have you been advised why you can’t withdraw your winnings?
- Is it an internal casino system issue, or it’s related to your account only?
- Were your winnings accumulated with or without an active bonus?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.
However, 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,
Petronela
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8 months ago
Translation
Hello,
I have tried to pay out several times because everything that was requested was sent by me.
After my withdrawal was canceled. New demands kept coming that had nothing to do with my payout.
As I said, I sent account statements, the normal verification with photo ID on the back, ID on the front, proof of address, proof of my crypto wallets etc.
Now they suddenly want proof from providers like Skrill and Netteller who have nothing to do with the whole thing. The documents I send are not even looked at. The page says Pending for 3 weeks.
I'm just being bullied. I think they just don't want to pay out and are always looking for a new reason. It would be very nice if you could possibly help me. If you need any more information, please feel free to contact us.
Automatic translation:
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8 months ago
Thank you very much, Steinerle, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of 20Bet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.
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8 months ago
Hello Steinerle,
I'm Michal, and I have taken over your complaint. I have reviewed your case and as my colleague Petronela mentioned, 20Bet Casino was not really very cooperative in resolving complaints with us and has ignored us in our attempts to mediate any kind of issue. However, the casino has this mentioned in its terms and conditions
The company’s management is entitled to request, at their discretion, any documents from the bettor substantiating their identity or other data they have provided (for example, passport details, residential address), as well as to cancel any payments until all such details have been verified.
The company’s management reserves the right to conduct a video conference as a part of the identity verification process, or request for the documents to be sent by post. The ruling shall be provided to the customer within 5 working days after such a video conference. If it is proven that the data that was provided is not valid, the company is entitled to take any reasonable measures including but not limited to canceling all bets and suspending all transactions for the duration of their investigation, and to proceed with a full verification of the account once any documents required for the verification procedure have been requested.
I will still contact the casino to see if we can get a response from them and clarify the situation.
We would like to invite 20Bet Casino to join the conversation.
Dear 20Bet Casino,
Could you please furnish us with information on why the documents provided by the player were deemed insufficient to complete the verification process and proceed with the withdrawal?
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8 months ago
Translation
Super many thanks,
I have already provided everything that had to do with the whole thing, but as I said, it is starting to seem like harassment to me, as there is no real reason for the inconsistencies or anything else. Thank you very much for your efforts.
Automatic translation:
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
Greetings!
We have made further checks on your issue and would like to clarify that our support team is awaiting receipt of the necessary documents from the player. We are ready to provide all the necessary help and support in this matter, and our team stands at your disposal to resolve any questions or ambiguities.
Do not hesitate to contact us if you have any further questions or need additional assistance. We are available to assist you at any time.
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7 months ago
Dear Steinerle,
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.
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7 months ago
Dear Steinerle,
Have you been able to provide the requested documents to the casino team? Has the verification process been completed successfully, or are you still encountering difficulties?
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7 months ago
Dear Steinerle,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
