20Bet Casino - Player faces excessive verification for cryptocurrency withdrawal.

Noah S***** Mein Name,

Ich diskutier seit Monaten mit 20Bet wegen meiener Auszhalung.

Ich habe die verifizierung gemacht und diese wurde auch bestätigt und u genehmigt, dannach habe ich ausgezahlt und von dort an wollten sie ständige verschiedenste Sachen von mir Konto Auszüge, obwohl ich garnicht mit dem Konto ausgezahlt bzw auch nicht eingezahlt habe sondern via crypto.... ich habe bestimmt schon über 10 dokumente hochgelade und es kommt immer was neues. Das geht jetzt schon über 2 Monate so, dann hieß es es reicht nicht die daten per mal hoch zu laden sondern auch auf die Seite, diese wurden wohl garnicht angeschaut sondern ist einfach auf aussthend seit Wochen.

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

Hallo,

ich habe schon öfters versucht auszuzahlen, da alles was gefrodert wurde von mir gesendet wurde.

Nachdem meine Auszahlung storniert wurde. Kamen immer neue Foderungen die garnichts mit meiner auszahlung zu Tun hatten.

Habe wie gesagt Konto auszüge geschickt, die normale verifizierung mit Foto auswei Hinten Ausweiß vorne Adressnachweis.., Nachweis meiner crypto Wallets etc.

Jetzt wollen sie auf einmal noch einen nachweise von irgenwelchen anbietern wie Skrill und Netteller die mit dem ganzen nichts zu tun haben. Die Dokumente wo ich schicke werde auch garnicht angeschaut. Auf der Seite steht seit 3 Wochen Ausstehend.

Ich werde einfach schikaniert. Ich denke sie wollen einfach nicht auszahlen und suchen immer einen neuen Grund. Wäre sehr nett wenn sie mir eventuell helfen könnten. Falls sie noch informationen brauchen sehr gerne.

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.

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?

Super vielen lieben dank,

ich habe ja soweit auch alles geliefert was mit der ganzen aktion zu tun hatte, lediglich erscheint mir das wie gesagt so langsam als schikane, da es keinen wirklich Grund gibt was ungereimtheiten oder der weiteren angeht. Vielen dnak für die Bemühungen.

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.

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.

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.

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?