The player from Germany has been experiencing difficulties withdrawing his winnings due to KYC verification. Subsequently, the account was blocked. The player received their winnings and the complaint was successfully resolved.
20Bet Casino - Player's account has been blocked.
Amount: €1,300
20Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
The provider simply blocked my account, sent 30 40 documents, it was always said something had to be investigated, then new documents were requested, then it was claimed that this and that is missing, although my account has been verified since May, even sent stamped account statements from my bank 20 emails sent to the Vipmanager
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2 years ago
Dear Karl-Heinz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
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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2 years ago
Translation
My account certification was already completed in May. In August they did not want to pay out my winnings in the Internet are some who have experienced the same thing at bet20
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2 years ago
Thank you very much, Karl-Heinz, for providing all the necessary information. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello Karl-Heinz,
I have reviewed your case and will now contact the casino to see if I can help.
We would like to invite 20Bet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Thanks for the help, the casino does this with the method required account statements from the players, etc. Many players report the same pattern in the forums have also requested a complete account statement of my games according to the data protection regulation from bet20 I was not provided but within 30 days have to do
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2 years ago
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I also sent the Curaçao Complaints Office an email and gave my new bank details for my payment of 1300 euros. If my bank will report the case, bet20 will be blacklisted by all banks and no more transactions will be carried out. You have some players as comrades-in-arms and witnesses
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2 years ago
Hello Karl-Heinz,
I understand your frustration but ask for your continued patience at this time. If the casino will respond to this complaint there is still a chance of resolution.
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2 years ago
Translation
I will definitely not send any more documents my account was fully certified in May I have all account statements stamped by my bank sent over 50 emails every day for a lot of people it was exactly the same so fraud with a system that is white-collar crime you have to inform the authorities of the Netherlands and turn on because Curaçao is one of them. They don't need to send me emails with demands for bank statements anymore, if they don't pay my money they won't get away with the criminal fraud this time because I'll publish it in the press with all the solid evidence and witnesses
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2 years ago
Hello Karl-Heinz,
I received the following response from 20Bet Casino via e-mail:
"Dear Requestor,
The mentioned user is in the process of payment provider investigation due to chargebacks.
Unfortunately, we are not able to provide more details to third-party persons.
Best regards,
Casino Support Team"
Can I ask if you are aware of any chargebacks related to your account?
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2 years ago
Player response via e-mail:
"I would like to thank you very much for your quick help without you it would not have been possible. The money was transferred to me today after 7 months of harassment and lies. You are the only ones I know who really support the injured party. I wish you all a Merry Christmas. Many greetings to the whole team, great that you are there."
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2 years ago
Dear Karl-Heinz,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
