The player from Brazil, despite verifying the account and submitting several payment proofs, has been denied a withdrawal request of 50 reais by the casino. This occurred even after offering multiple personal documents reaffirming their identity. The complaint was rejected as the player used a 3rd party deposit into the casino.
20Bet Casino - Player is denied withdrawal request despite verification.
Amount: 51 R$
20Bet Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.9
20Bet Casino has a Safety Index of 6.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
After requesting a withdrawal of the small amount of 50 reais, I found the casino unwilling to pay me.
My account was already verified, yet they asked for numerous payment proofs, which I sent, all in my name, only one in my daughter's name since the amount came from her account.
I sent my identity card, birth certificate, and the official bank statement, but the Casino still refused to pay the amount I had won.
Automatic translation:
Public
Public
1 year ago
Hello EllenSousa,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 20Bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that using a 3rd party payment into the casino is strictly forbidden and the casino is not obligate to refund any money back to you but you daughter may try to request it from the casino.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Good evening Nick
In essence, my account was already verified, with all the relevant personal documents, but when I requested a withdrawal in the early hours of the 29th to the 30th, stress was created in my head.
The support is rude, an attendant wrote to me: "Unfortunately I don't speak your language and I am forced to use the translator to assist you."
Then I, as a customer, already have this problem and the support, which should be the calming channel, contrary to what was proposed, inflames the situation.
Then a "Ticket #K83YY: PROOF OF TRANSACTIONS IN THE NAME OF THE OWNER" started and never ended. I was advised to request the withdrawal again, and it was denied 4 times in a row.
I sent ALL THE PROOF, among them, there was 1 transfer that came from my daughter's bank account, only 1! And I sent this proof, as well as the documents that prove our relationship, which is no reason for them to withhold my money.
Can my daughter request a withdrawal? They will claim that she does not own the account.
Furthermore, we are talking about AN ISOLATED DEPOSIT, worth 30 reais, which I can prove its origin, the system in this house is shameful.
I have registration in other houses, and I will take the liberty of mentioning the "Only" one that has the policy of only making withdrawals to the CPF of those who also made the deposit, that is, there is consistency of information, and if I make a deposit on behalf of third parties, they refund.
Why did 20Bet only bother when paying? So the incoming transfer money could be fraudulent, but when it came to paying, did they follow the ethics board?
And what kind of casino is this, that keeps charging proof of each deposit that was wagered???? I have never seen this, and I have registered with many foreign houses, which carry out the verification and it is valid and works.
In short, everything requested was sent, but they say that some corner of the file is unreadable, IMPOSSIBLE, the receipts are official from the banks, and they asked me to "print"... you know?! WTF?!?!
Imagine if it was a hefty amount, but we're talking about 50 reais, and I've already left a lot more at the house.
Then I see some procedures, where people enter the Casino, with other people's data, take 60 thousand or more, moving 5, 6 accounts at the same time, and the ease is terrible... but ME, I can't get 50 real.
Bad service, ineffective procedures, unprepared staff, for it to be bad they would still have to improve a lot. I have parameters to evaluate Casino's procedure, and I dare to say that this aggressive and unreasonable verification has more to do with their dishonesty than with mine.
Okay, you already have reading for the rest of the week. haha ha
Hug
Automatic translation:
Public
Public
1 year ago
Hello EllenSousa,
Unfortunately, you can't even make a single deposit using a 3rd party payment method no matter what is the relation between. You can always only deposit and withdraw with your own payment method and the casino has right to void the winnings and block any account if you do breach this term.
I'm really sorry but I'm afraid there is nothing we can do as you breached the casino terms.
Please be sure to never do it again in any online casino otherwise it will lead to the same problem again.
We will be now forced to reject the complaint.
Best regards,
Nick
