20Bet Casino - Player’s account has been closed unexpectedly.

Hello. I am a resident of South Korea. I have been betting on a scam site called 20bet for about two months, and I believe I have lost over 2 million KRW in total. Today, I made a final deposit of about 900,000 KRW (700 USD) and turned it into 8 million KRW (about 6,000 USD) before applying for a withdrawal. While withdrawing, I spoke with a chat agent and mentioned how I was unable to stop gambling because it was so fun, almost as if I had chips in front of me. Suddenly, my account was logged out, and I received a permanent suspension due to gambling addiction. I have never once asked to have my account suspended. The casino manager said they would refund all the funds in my account, but I cannot trust that. I just received the KYC verification, and I have just sent an email. What should I do?

And what's truly devilish about this casino is that in the past, when I lost all my money, I asked the manager to delete my account. At that time, the manager gave me free spins and told me not to give up because there were plenty of bonuses. However, now that I've won money, they suspended my account without me even asking for it.

I mostly bet on the online blackjack and the balance i have right now is my real money.

Dear rl335812,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you’ve faced with 20Bet Casino, particularly with your account suspension and withdrawal request.

To help us understand your situation better and assist you more effectively, could you please provide some additional details on the following points:

• Have you received any formal communication from 20Bet Casino regarding the reason for your account suspension and the status of your funds?
• Could you clarify whether the casino has given you any specific timeline for the refund they mentioned or any other instructions about accessing your remaining balance?
• Do you have any previous email or chat records with the casino that show your interaction with the manager, particularly where they offered you free spins after you requested your account to be deleted?
• Could you share any details or screenshots from your communication regarding your KYC verification and email sent to the casino? This will help us move forward in investigating the case.

Your cooperation is essential for us to proceed with your complaint and work toward a resolution. Without these additional details, we may not be able to take the necessary steps to help with your case.

Please feel free to forward any relevant communications or documents 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

1.I sent a complaint email to the casino, and in response, I received a reply stating that my account was permanently closed due to the clear enforcement of responsible gambling policies. I will attach the email content for you.

2.The casino requested KYC verification from me, stating that they would refund my balance. I have sent multiple emails to 20Bet to check my remaining balance, but all I’ve received are automated responses telling me to wait. I am unable to verify how much money I have left. However, I recorded a video of my balance just five minutes before my account was suspended, right after my last blackjack win, so I will be watching to see if they are trying to scam me. I am continuously sending emails about the refund timeline, but the casino has not provided any specific information.

3.Yes I have. I will send you an e-mail about that.

4.yes I will do now

By the way, I have a question for you.

I am currently reading refund policy in 20bet.com

It says

"If, for any reason, you are not satisfied with our services and request to issue a refund for the balance currently held in your account. Before a refund is processed all bonuses and winnings in your balance will be deducted before calculating the amount to be refunded."

I was forced to have my account closed, and I am very worried that the casino might void all of my winnings based on the cited regulation, only refunding the deposited balance. This is concerning because they are scammers. Could you possibly provide an answer to this question?

So i have read the e-mail with my vip manager, I was asking them i want to delete my account and move on to the stake.com because they don't have any free bonus and the manager said they have free bonus offering to me. I guess it won't be a big problem.

What i really concern is i feel like they won't refund me balance i have on that account but only deposit they could send it to me.

Thank you very much, rl335812, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear rl335812,

I’m Kubo, and I will be your point of contact moving forward. I sincerely apologize for the situation you’ve encountered, and I’m committed to helping you resolve this issue as quickly and satisfactorily as possible. If there have been any updates or developments in your case, please feel free to share them.

I would also like to invite representatives from 20Bet Casino to join this discussion and provide any relevant information that could assist in resolving your concerns.

Dear 20Bet Casino,

Could you please provide a detailed update on this case, specifically addressing the reasons behind the closure of the player’s account? Additionally, I would appreciate clarification on the current status of the refund for the player’s balance.

Thank you for your prompt attention to this matter. I look forward to your response.

Best Regards,

Kubo

Hello, I am currently facing a more serious problem. My winnings, which were originally 8,270,000 KRW, have now been reduced to 700,000 KRW. The casino is still delaying my withdrawal, dragging out the process. Let me explain how this all started.

On October 11, I made two deposits in total. Based on UTC time, I made my first deposit of 150,000 KRW at 00:19. I received an additional 50% reload bonus but made the mistake of betting more than $5 on blackjack without reading the bonus terms. As a result of losing repeatedly at blackjack, I ended up losing all of my first deposit of 150,000 KRW. Feeling devastated, I made a second deposit about 40 minutes later at 01:03. This time, I deposited a significantly larger amount of 700,000 KRW. After several hours of repeated wins, I accumulated 8,300,000 KRW.

However, after a review by the casino, my winnings were reduced to 700,000 KRW. The reason they gave was that I had activated the bonus from my first deposit. I lost the entire balance from my first deposit of 225000KRW including bonus, and I didn’t use any bonus for my second deposit. All of my winnings came purely from my second deposit. I sent a complaint to the casino, and their response was as follows:

"As we can see, your deposit was made on 2024-10-11 01:04:36 UTC, the bonus was activated on 2024-10-11 00:24:17 UTC, therefore you used your deposit bonus to accumulate your first winnings with breaking the maximum possible bet rule, then from those winnings more was accumulated."

The casino is making absurd claims and only responding with these types of template messages.Here’s your statement translated into English:

It is completely incomprehensible how all of my winnings from the second deposit are being confiscated due to a bonus that was activated before the second deposit was even made. Furthermore, I want to emphasize once again that I lost the entire amount from the first deposit!

They’re insisting that the bonus, which was supposedly activated during my first winnings, applied to my second deposit as well, despite the fact that I lost all of the balance from the first deposit and didn’t receive any bonus for my second deposit. Furthermore, they are not processing my withdrawal. This is outright fraud!

Hello!

Allow us to clarify the situation. A user won, but on the same day his account was closed due to GP. We immediately started processing the withdrawal and during the verification we found a violation of the maximum bet, which is a violation of the bonus wagering terms. As such, the winnings have been written off.

We are currently processing the refund of the last deposit amount. There have been technical difficulties with the payment system and we are waiting for information from the payment provider. As soon as the issue is resolved, the withdrawal will be finalised.

Dear 20Bet Casino,

Thank you for your clarification. Could you kindly provide the player's game log that shows where the maximum bet rule was violated by sending it to my email address at jakub.m@casino.guru?

Hello Kubo,

We have already sent you a message to the email address provided. If you have any further questions, don't hesitate to get in touch!

Dear rl335812,

Thank you for your patience. I want to let you know that I am currently in communication with the casino representative outside of this thread, who has provided me with your game logs. I am thoroughly reviewing these logs and have requested clarification on several points.

It indeed appears that your bets during a bonus gameplay significantly exceeded the maximum bet limits in almost every instance. Anyway, once I receive all the necessary information from the casino, I will promptly update you on our stance.

Thank you again for your understanding.

Dear 20Bet Casino,

As previously mentioned, I sent you an email with additional inquiries. I would appreciate your response at your earliest convenience.

Thank you for your cooperation.

Dear Kubo,

We have sent you an email with detailed explanations. Please take a look, and feel free to reach out if you have any further questions. We’re always here to assist you.

Dear 20Bet Casino,

Thank you for your response. I’ve sent one final clarification request. Could you kindly check your email and review it?

Dear Kubo,

We have sent you detailed information to your email. Please read it and let us know if you have any further questions - we are always ready to help!

Dear 20Bet Casino,

Thank you for promptly providing the requested evidence and for your detailed responses to all of my inquiries.

Dear rl335812,

Thank you for your patience throughout the investigation process.

I wanted to inform you that I have received and thoroughly reviewed the game history provided by 20Bet Casino. After detailed discussions with the casino representative and further clarifications, I regret to inform you that, based on the available evidence, I must support the casino’s position on this matter.

You claimed that you lost the entire balance from your first deposit (150,000 KRW + 75,000 KRW bonus = 225,000 KRW). However, upon reviewing the records, it appears that when you made your second deposit of 700,000 KRW, your balance was still 30,000 KRW. This indicates that your bonus was still active at that time. Therefore, the deactivation of the bonus did not occur as you had suggested.

As a result, it seems that you continued playing with the active bonus and unfortunately breached the casino’s max bet rule in almost every instance. According to the casino’s Terms and Conditions, any winnings that originated from the bonus were subsequently voided.

While I understand this may not be the outcome you were hoping for, I must confirm that, based on the facts at hand, the casino’s actions were in line with their established rules and policies.

Due to the aforementioned reasons I am forced to reject your complaint as "unjustified".

For future reference, I highly recommend you carefully monitor the status of any active bonuses and ensure that you adhere to the max bet limits while playing with a bonus, as this is a common condition in online casinos. Should you ever find yourself in doubt about the terms of a bonus, don’t hesitate to reach out to the casino’s support team for clarification.

I truly regret that I could not provide a more favorable resolution in this case, and I fully understand your disappointment. If you encounter any further issues with this or any other casino in the future, please feel free to contact our Complaint Resolution Center. We are always here to assist you and will continue to advocate for fairness in the industry.

Thank you for your understanding, and I hope your future gaming experiences are more rewarding.

Best Regards,

Kubo