20Bet Casino - Player’s account closed after withdrawal issues.

So the whole day i was trying to withdraw all day, support was saying that i am okay now and i can withdraw and then after some minutes i was getting a withdrawal cancelling email saying i was missing something from kyc (all my paperwork was verified meanwhile).

Then i had a mental breakdown you know how toxic is to try to take your money and making you lose it so they dont pay.

I told them that i have a problem and i will feel temped to play all my money and immidiatly they banned my account saying I am addicted and they are not responsind in my messages where I ask them about getting my money.

I have every conversation screenshoted.

Can someone responsible help me? I can give you a cut of my withdraw and all my love because they destroyed my summer this kind of money was life changing for me at this moment and i feel so broken hurt and mad at the same time , I cant control my feelings.

Dear despinakaliva14,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve faced with your withdrawal process and the impact it has had on you.

To better understand your situation and assist you effectively, could you please provide us with the following details:

• Can you specify the dates and times when you attempted to withdraw your funds?
• What specific documents or information did the casino request for KYC verification?
• Did the casino provide any details on what was missing from your KYC documentation?
• Can you share the screenshots of your conversations with the casino support team, including any emails or messages about the withdrawal attempts and account ban?
• Have you received any further communication from the casino regarding your account status or withdrawal?

You can forward any relevant communication 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

Thank you very much, despinakaliva14, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello again I am sorry I forgot to update they gave me my money and deactivated my account forever so I only have possible feedback for them now because after all the are legit paying .

Hello despinakaliva14,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

Do I understand correctly that you have received your payment but after that your account was deactivated? Did the casino provide any reason for this action?

At first they said that I am getting my account closed because I am addicted . The next day when I asked again why , they told me that they can’t tell me …

This casino reputation Is 50\50 and I still believe there’s a reason. I may be lucky but I am sure some people wasn’t.

Yeah they send me 3.300€ (All my winnings) . More specifically I was keep on sending messages to support and finally I got an email saying that I can have access to my account until I send withdrawal request and then they will deactivate it again. I did my withdraw and the next 3-4-5 hours got confirmation email about my withdrawal ( I did not send them any other document , which verify that I’ve send them the right ones from the start ) and after 2 days I had my money in my account.

I understand. Do you consider the received payment as a successful resolution of your complaint?

for me its 90% satisfied and 10% dissaponted because I had this account for almost 3 years.

I'd give them 6/10

Dear despinakaliva14,

I understand and I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru