20Bet Casino - Player's account was put under investigation.

The casino deactivated my account, while I was in the process of withdrawing a prize.

I contacted myself the next day, when I received emails about withdrawal cancellations, otherwise I wouldn't even have found out what was happening.

When I contacted the hermeticism began, no one informed me or informs me yet what the problem is. This topic is almost a week old, I even sent the receipts for the money that I even charged to the account. The only answer I get is that I have to wait, the people who serve me look like robots, they always give the same answer. I received separate emails, from the support area and from the complaints area, but they do not provide me with any information, they repeat practically the same thing as in the customer service chat.

In addition to this, every day they say they have technical problems. They put this as an excuse to delay the payment even more.

I make this claim because I am completely sure that I did not do anything illegal, even my account was verified, I provided all the documentation requested for this. I always played by the rules.

When I deposited and lost, I never had a problem. Once I won and wanted to withdraw it, they started making excuses and delaying withdrawing my money.

I also want to request information on where I should file a complaint for fraud, since I do not know the place where this casino is located.

I hope you can help me. Thank you so much.

Dear Fernando82,

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 better understand the situation.

• How long are you a player in the casino?
• When was your account verified?
• Which games did you play in the casino? (live casino games, slots, or sports betting)
• Do I understand correctly your withdrawal request was canceled by the casino? When exactly did that happen?

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,

Tomas

Hello, first of all, thank you for addressing my problem.

- I have been a casino player for about a month and a half.

- The account was verified 15 days or so ago, after a tedious process.

- I only play slots, I do not make any other type of bet.

- I charged money to my account on April 5 at night. I played and won, making withdrawals as the bonus rounds paid me out. I made 3 withdrawals, totaling $40,000. The next morning, being April 6, by chance I found in my mailbox, the messages for the cancellation of those withdrawals. When I tried to enter the account to see what had happened, I find this:

"Your account is disabled."

I immediately contacted the online chat, from where they never specifically inform me of the problem, they only say to transfer the complaint to different departments, but none of them gave me an answer, only evasive messages. At first they mentioned an investigation that was being carried out on my account, then they told me that they were analyzing the documentation (which sounds like a contradiction to me, because the account had been verified and there was no documentation pending verification).

From then on, they always tell me I have to wait. The problem is that I have read reviews and even complaints about 20bet, on this page and others, where people say they have the exact same problem, and in some cases it takes months for them to get paid, or they never get paid at all. Different excuses are given to all people (two accounts on the same IP address, delays in the withdrawal queue, "technical problems" when they don't know what else to say, and so on thousands of comments describing the actions of 20bet).

I did not commit any irregularity, I played fair, I even agreed to send all the documentation that they asked me for or that they needed in the future, and even so they made this arbitrary decision.

I have the transcript of the chats, proof of the money deposits made, etc.

This does not seem like fair play on the part of 20bet to me, because while I deposited and lost they never made any kind of request, but when I won, they started this process to delay or avoid making the payment. Obviously, 20bet does not know that sometimes, clients can win.

Thanks for taking the time to help me. Any other information you need, please let me know.

Good morning,

20bet still does not solve my problem, with messages that are becoming more evasive every day.

Hello Tomas,

I wanted to add something to my complaint.

I was going through the emails I received when 20bet canceled my three withdrawals (two for $17,000 each, plus another for $6,000, totaling the $40,000 I'm claiming). In them I observed that 20bet indicated the legend "Argentina Astropay Issue" as the reason for refusal.

I contacted Astropay, I provided them with the captures, and they tell me that my account is perfectly fine, it is enabled to send and receive money, without any restrictions or blocks. They also informed me that there is no record of these withdrawals, and they told me to contact 20bet (which is totally useless, because 20bet does not provide information).

That being the case, I understand that 20bet is not only arbitrarily and deliberately withholding my money, but is also providing false information, involving another company that has absolutely no responsibility in this matter.

I wanted to add this because all this action speaks of the lack of transparency that the company has, and if I do not recover the money, at least people will be warned not to put money there.

Thanks Tomas, and I hope you can help me.

Greetings.

I just received this email.

More evasions, highlighting the clause of their terms and conditions where they can close the account and not pay, without any justification, just because 20bet so wishes.

And of course, the intention to continue delaying the payment.

Thank you very much, Fernando82, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Fernando82,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a 20Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear 20Bet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you very much for your kind attention, Tomas.

Hi Stefan, thank you very much for taking care of my problem. If you need any additional information or data, please let me know.

Greetings.

Hello Stefan,

I just received an email from 20bet, saying that I used the platform as a "financial institution", and they allegedly mention some exchange activity.

It's completely ridiculous, because I always deposited Argentine pesos (which is the official currency of my country), and the few times I was able to make withdrawals, I received the payment in the same currency. I have all the receipts of my payments in Argentine pesos.

In addition, the site has a section aimed at players from Argentina:

And my account balance was ALWAYS in Argentine pesos.

I have to clarify this, because I never withdrew my balance in another currency, I only withdrew a balance in Argentine pesos, that's why I don't understand what 20bet is talking about. If they accept players from Argentina, it is understood that they also accept the country's currency.

Please Stefan, I ask you for help because this is an injustice and a maneuver of 20bet to keep my money.

Thank you.

These people are wrong!

Now they give me another reason, they say that I committed fraudulent activity against other casinos or payment providers, I have never done anything like that! They are lying to keep my money.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning Stefan,

I did not have any news, more than the last emails that I shared in the screenshots. The emails that they sent me later are copy and paste of the same text. 20bet does not show its face or an explanation, these people only refer to the terms and conditions, and I am sure that I never violated those terms and conditions. 20bet makes that excuse for not paying and stealing people's money, without giving further explanations.

They also had no shame in dirtying another company.

And to the people reading this thread, please know that 20bet is a scam. Do not bet on that site, because it will only bring you problems. My claim is no longer for the money. My complaint is because I do not understand how a company can operate in this irregular way, defrauding and deceiving its customers, without anyone stopping them.

Greetings, and thanks again.

Dear Fernando82,

I have contacted the casino and have extended the timer by additional three days.

Your patience is much appreciated.

Kind regards,

Stefan

Thank you very much Stefano.

Dear Fernando82,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of 20Bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello,

Thank you for reaching out. We regret to inform you that the player's account has been blocked due to a detected fraud case. The player exploited a flaw in the ARS currency conversion system via AstroPay.

We are committed to ensuring a fair and safe gaming environment for all our users. Please contact our support team if you have any further questions or need additional information.

Dear 20Bet Casino,

Thank you for your response and the information provided.

Could you provide us with the evidence? You can send it to my email address stefan.m@casino.guru or you can contact me directly via Skype.

Thank you very much in advance for your cooperation.

Hello!

During our thorough investigation, we found out that the player took advantage of an error in converting USD currency to ARS. The conversion took place at the blue ARS rate, not at the official rate, which gave the player a significant advantage (the difference in the rate was from 2 to 5 times in his favor). Moreover, due to an error at the payment provider when withdrawing ARS funds, ARS-USD-ARS conversion was repeated, which resulted in significant losses for us, as payments were made at the unofficial rate.

We have already taken measures to eliminate this problem and are working to prevent similar situations in the future. Your understanding and co-operation in this matter is very much appreciated.

Dear 20Bet Casino,

Thank you for your response and the information provided.

Could you provide us with some evidence? Without any proof, we cannot investigate further.

I'll be awaiting your reply.

Dear Stefan,

Thank you for your message.

We have already sent you a detailed letter to the email address you provided, where we have disclosed all the details of this case. Please read it to get a full understanding of the situation.

We are always happy to co-operate and are ready to answer any questions you may have on this matter.

Dear 20Bet Casino,

Thank you for your response and the information provided.

Hello Fernando82,

I have reviewed the evidence provided by the casino and it appears that you have indeed abused the ARS-USD-ARS conversion rates. This behaviour is strictly prohibited and is against the casino's terms and conditions.

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.