20Bet Casino - Player’s account is closed after winning.

I made a second deposit of 100 dollar with 50% bonus included. I played slot games. Then i win 1227, i checked also which games are forbidden to play to qualify.

After the bonus completed, i did the KYC process. They asked me for extra information about my job and income. They wanted to see my bank statement with incoming salary. So I sent them 3 different month bank statements, they did not approve this they wanted to see pay slips or job agreement with the determined hourly or monthly payment rate.....

I explain that i am a student. I do not have any income other than some pocket money I receive from my father for helping with the family business.

I was never asked about any professions when registering and depositing money here at the casino. So i did not know i must have a job to play here.

After i explain this situations i received the email a day later. Your account is closed the reason was they found suspicious fraud actions in my account. I have no idea what this means??

Now i can withdraw my deposited money of 200 dollar and the rest is gone, they told me the decision is made and i should accept it....

Dear Muchacho98,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 20Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were your other documents sent for verification approved?
• Could you please share your communication with the casino including allegations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Ooh sorry i sent email with the screenshots i will do here again thanks.

I uploaded my documents on 20bet profile ands it seems to be accepted then they start sending me the extra KYC details see attachment. I sent the screenshots to your email tomas@ thanks

Thanks for your email.

Please understand if you aren't able to prove your source of funds, the casino is bound by the anti-money laundering legislation and cannot pay you your winnings.

I am sorry for the experience, and I would recommend you find employment and defer your gambling activities until you find one.

I am sorry for the disappointing result of your complaint, however, we can't compel the casino to pay you out the winnings. Please let me know if there are any circumstances I haven't considered, otherwise your complaint will be closed.

Hi, thanks Tomas for checking. I was indeed not aware of this that i needed to prove where my funds came from when i made the deposit. I will refer from gambling until i start with my new job in 3 months. Have a nice day Tomas

Dear Muchacho98,

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.