20Bet Casino - Player's account closed after verification confusion.

Hi there I got the same request over and over again.

"

Dear Player,

We are reaching out regarding your account verification!

In addition to the previously requested documents please upload the full bank statement displaying transactions of the card ending with (4975).

The full list of the documents we request :

- A statement from your Skrill account showing all transactions from the date when your Skrill account was created in PDF format in the attachment to this email. (Full Skrill account statement).

- A full statement in PRF format for the card used for the first top-up(deposit) on your Skrill account (4975)

- The registration confirmation letter from Neteller with the date displayed.

- A Registration Confirmation Letter from the Skrill platform with the date visible."

Don't even know what it means. I never deposited with neteller

I provided full kyc

All my history with my bank and salary. Id card selfie holding my id. Full skrill statement.

Not responds asking for same documents.

Now they closed my account

" Our security department has identified activity in your account, which is considered as fraud.

In this regard, your account has been closed and all funds have been confiscated."

What is the reason they can ask me for all these documents??

Dear treahui8000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

I played on the casino a bunch of slots not really remember I just had some fun with it.

I emailed you all the info it's the emails. The timeline the emails for the request they keep asking for the same document. Just NOT to pay. It is pretty simple they didn't want to pay me from the start. Keep asking for same documents.

Documents sent: ID, Selfie ID, Letter from employer, bank statement 6 months, Skrill transactions lifetime. Skrill deposit proof.

Even after all this. They just asked for documents that has no existence:

- The registration confirmation letter from Neteller with the date displayed. ( I HAVE NO NETELLER)

- A Registration Confirmation Letter from the Skrill platform with the date visible.( WHAT IS THIS? WHAT IS WRONG WITH MY STATEMENT?)

- A full statement in PRF format for the card used for the first top-up(deposit) on your Skrill account (4975) ( WHAT IS A PRF FORMAT?)

I hope it is clear now? Need anything else message me or email me!

Hi treahui8000,

• Can you please let me know if you accumulated your winnings with or without an active bonus?
• Also, could you specify which payment method you used to deposit funds into your casino account?

Thank you.

Deposit with Skrill. Welcome offer received.

Thank you very much, treahui8000, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance.

" With regards to the documents, you were asked to provide a welcome letter from Skrill on March 6, 2024, and again on March 28, 2024. The operator confirmed that you were not able to complete the required verification within the timeframe specified as per their Terms and Conditions:

 "

They responded. I don't know what a welcome letter.

Dear treahui8000,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite 20Bet Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hello!

We would like to inform you that during the verification of your account, we have some suspicions that the bonuses were used for unfair purposes, which is against the rules of our casino. To fix this situation, we have asked for additional documents from you.

Unfortunately, despite our requests, the player did not provide the necessary documents, and also stopped responding to our letters. Therefore, in accordance with the terms of our rules, section 8, paragraph 14, we are forced to close the account. Please note that if a player fails to complete the required verification procedure within two weeks, their account will be permanently closed and their winnings forfeited.

We regret having to take such action, but we always endeavor to provide a fair and safe gaming environment for all our customers. If you have any questions or would like to discuss this situation in more detail, please do not hesitate to contact us.

Dear treahui8000, why didn't you provide the casino with the requested additional documents, please?

I did provide the requested document you have the proof from it.

Could the casino explain what is a " welcome letter from Skrill letter"

I don't know what it is. The casino just kept asking for the same documents over and over.

In the meanwhile I have consulted a lawyer in Curacao, he filled for bankruptcy for Techsolutions ltd. Cause they are not paying any players out anymore. I might join his lawsuit.

I hope we can settle before there is extra legal expenses.

Hello!

We would like to inform you about important information related to the verification of your account.

We requested the following documents: a screenshot of the Neteller confirmation email, the card statement from which the first deposit was made, a Skrill statement, and an account statement ending in 4975. Our experts suspected possible collusion and sought to obtain evidence to the contrary.

Unfortunately, you were unable to provide the requested documents, which prevented us from resolving the situation in your favour. Following our terms and conditions, your account has been terminated.

We apologize for any inconvenience this may have caused, but the safety and integrity of the game for all our players remain our priority.

" suspected" ??????????????????????

I don't have neteller "screenshot of the Neteller confirmation email," how can you request this?\

You have the bank statement uploaded on your website already. You never checked. Underneath the proof that I send all your request casino guru has email traffic that I provided everything and your support keep asking for same documents in the hope that I play and lose my funds. Casino guru can you help mediate I can provide all the documents they want AGAIN.

Dear 20Bet Casino, we consider a two-week timeframe for players to provide the casino with requested documents as too short and unfair. The minimum acceptable time frame for KYC is 28 days.

Is there a possibility for the player to undergo the verification process again and provide all the requested documents, please?

Yes please if you can be the mediator.

Thank you.

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.

Hello!

We would like to inform you that our KYC terms of two weeks have been approved and we have been operating under such rules for a long time. We are fully authorized to apply them. There was nothing in the list of documents required that was difficult to provide within the specified timeframe.

We requested a letter from Neteller confirming the registration. It was necessary to provide a screenshot of the old letter or write directly to Neteller, they would be happy to provide it.

Unfortunately, we did not receive the required documents from the player within the stipulated time. In this regard, and given the lack of further contact with the client, we have decided to close the account. Now it is no longer possible to re-verify.

This the clearly the problem @casinguru

" We requested a letter from Neteller confirming the registration. It was necessary to provide a screenshot of the old letter or write directly to Neteller, they would be happy to provide it. "

Like mentioned many times I don't own a neteller account even if I have one what is a " letter from Neteller confirming the registration "

KYC terms also retrospectively added never saw these rules my KYC was verified instantly. Extra documents like mentioned above aren't specified in their terms.

Dear treahui8000,

I'm afraid there is not much that can be achieved without cooperation from the casino's side and since we consider a two-week timeframe for players to provide the casino with requested documents as too short and unfair, we are forced to close the complaint as ‘unresolved’, which may influence the casino’s safety index in a negative way. We believe it is unfair to impose any time limits on players during the verification process.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

Best regards,

Dominika

Casino.Guru

Dear all,

the casino has provided evidence that the player was requested to provide the necessary documents on the 15th of February. However, since the player did not provide the requested documents within the required time frame, which was long enough, the player's account was closed on the 3rd of April.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Dominika

Casino.Guru