The player from Peru reported that her account was closed after winning a prize of 6500 soles, allegedly because she had made her deposit from her husband's account. Despite her attempts to resolve the situation, the casino returned only 200 soles and denied her access to her winnings. The Complaints Team concluded that the casino's actions were justified due to a breach of their terms and conditions regarding third-party payments. The complaint was closed without further support.
20Bet Casino - Player’s account has been closed after a withdrawal.
Amount: 6,500 S/.
20Bet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
Translation
I feel cheated... I truly thought I had found the best platform. But a few days ago, they took away a prize of 6500 soles and closed my account... just because when I made the deposit, I did it from my husband's account... and they weren't understanding, unlike how they were with my husband. This was my first withdrawal too... after having invested a lot of money and my time. Now I think I can say they are scammers... When they saw I won the Megaways, they preferred to keep it and shut down my account. Even though I pleaded with them to be understanding, they decided to kick me out of the game and only returned 200 soles to me... What a shameful platform. How is it possible they lose customers this way?
Automatic translation:
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2 months ago
Dear israelpalacios2727,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions of the casino, and this is what I found
14. DEPOSITS:
20bet does not accept third party payments. You should only make deposits from a bank account, or using VISA/MasterCard bank cards, Skrill/NETELLER payment systems or other payment methods registered in your own name . Should we identify during security checks that this condition has been violated, your winnings will be confiscated and the casino will consider the possibility of returning the deposit made via a third party payment method. However, the casino is not responsible for any deductions or losses from deposits made via third party payment methods.
Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
Best regards,
Tomas
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2 months ago
Translation
Tomas, thank you for your reply.
I understand the terms and conditions.
But I think they should be much more understanding with me.
First, because of the considerable amount of time and money invested.
Second. Because of the time that we have been working with them. More than 1 year.
Third, they were flexible with a family member the first time he made a mistake.
Fourth. The third party who made the deposit was my husband and the necessary evidence was sent to prove the link.
Fifth. This sanction did not warrant closing the account.
But as I say, with others they are flexible.
I would like to send you information to your email so that you can see the injustice that was committed.
Automatic translation:
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2 months ago
Hello israelpalacios2727,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 months ago
Dear israelpalacios2727
I apologize for not replying sooner.
I understand you are facing challenges, nevertheless, this is not an issue we may support you with. We can't argue what you are asking us to do against the casino. This is a rule you should never break as it will cause you similar issues in any online casino. After the casino finds out you were using 3rd party funds even if it is your close family, and were not playing with your own funds, they can't be expected to pay you.
Due to the aforementioned reasons, this complaint will now be closed. 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 issues with any online casino in the future.
