20Bet Casino - Player’s account was closed.

Good evening...I have a big problem...they closed my account on 20 bet..I've tried to withdraw my money without any success..they always come up with excuses..I've sent 200 documents but nothing has been resolved..and then a few days ago I made a deposit by mistake with my card in my name of 300 euros and they told me that for the refund they want a third-party card and I don't understand..I just want at least my 300 euros deposited by me with my card into the bet account..I need it

Dear simonecaponi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify how much money you had in your casino account?
• Did you make the deposit before or after your account was closed?
• When was your account closed and why?

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,

Kristina

Good morning, I'll explain better... I signed up in my name and I used my partner's card as a deposit... after winning 294 euros I tried every way to withdraw the winnings but I wasn't allowed ..asking me for various requested documents...I tried on more than a few occasions...a few days ago I also made a deposit with my Mooney card of 290 euros. After a few minutes they closed my account and therefore without paying me the winnings and without giving me back my 290 euros deposited by me

Thank you for your reply, simonecaponi. I have checked the T&Cs, and this is what I found:

20bet does not accept third-party payments. You must make deposits only from a bank account, or using VISA/MasterCard bank cards, payment systems Skrill/NETELLER, or other payment methods registered in your own name. If we determine during the security checks that you have violated this condition, then your winnings will be confiscated and the original deposit will be returned to the owner of the payment account; 20bet also is not responsible for the lost funds deposited from third party accounts. 

Furthermore, please check our 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 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. Even if the most recent deposit was made by your payment method, you still breached one of the main AML rules of online gambling, and we aren't able to assist further.

Thank you very much in advance for your reply and understanding.

But like the money you take it and don't pay attention to the owner....apart from the fact that I was registered with my name and surname...the money i.e. the 290 euros that I deposited there are mine and I have the right to get them back. ....you are thieves if I don't get my sum of money back I will go and make a report to the financial police

I understand your frustration and I genuinely hope that you will receive the refund of your deposit, but since you seriously breached the casino's T&Cs, we aren't able to help.

Due to the aforementioned reasons, this complaint will now be rejected. 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.