The player from Chile had his withdrawal canceled and his balance was lost. We closed the complaint because the player stopped responding.
20Bet Casino - Player's casino balance disappeared.
Amount: $300,000 CLP
20Bet Casino
Safety Index:Above averageSafety Index
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6.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello, I have a problem, I made a withdrawal of my money which later appears as REJECTED and I don't see the money on the casino page, I contact an assistant and they tell me that the withdrawal transaction was canceled by ME! and that the money cannot be found because it was BETS! That was simply the assistant's response, I told them that I never canceled the withdrawal, much less bet it, I went to the betting history record and it even appears that they were actually made bets, but for very high values, one of $100,000 clp and the other of $200,000 clp. I ask you for an answer, because this situation is already collapsing for me. I cancel the transaction and bet the money. I did not do any of these actions and I ask that my case be reviewed as soon as possible.
The assistant who helped me told me that I disabled my account in case some kind of hacking happened... if such a thing happened that I find impossible, it leaves a lot to talk about the page, because these things should not happen!
I hope they resolve my case, and at least apologize with my money, since they practically treated me as a liar.
I have bet much more than what I am withdrawing and still they are not able to tell me what happened to my money.
Automatic translation:
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1 year ago
Dear ignacio_kun1,
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 if the active balance was played by the third party? How much was the active balance when you logged out from your account? Could you please confirm that you haven't shared your login information with any third party?
Thank you in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Hello Tomas, now I am talking with a casino assistant who asked me for a thousand details, I have not given my account details to anyone, I made the withdrawal of my $300,000 money and the account balance was $100, after asking with an online chat assistant to find out when I will have the money in my bank account, I realize that the transaction was cancelled, to which they tell me that I cancel it and that the money was bet, I told them that it is impossible for transaction, do not cancel it, much less bet the money.
I began to despair as soon as they gave me that answer, they told me that they would disable the account for security and that they would contact me by mail, to which they contacted me and asked me for various information to know my identity.
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1 year ago
Do I understand correctly the 2 large bets were bet on sport? Were the bets recorded in your game history? Were you able to confirm the bets were made in the game history in your account?
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1 year ago
Translation
Hello Tomás, they were carried out in the live casino, I had no idea until a casino executive told me and if it was in the transaction history to which I told him that it was impossible that it had not been me, that was when they suspended me the account and now they are asking me for data by mail, I just want my money back, according to them the withdrawal I made was canceled and it was gambled, the same day I made the withdrawal, I told them immediately that no one else has my account and that It is impossible because I would never have canceled the withdrawal, much less betting all the money earned in two large amounts is absurd.
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1 year ago
Does the casino keep an authorization journal (logs showing from which IP addresses players are accessing their accounts)
Were there any irregularities at the time the 2 bets on roulette were made? Could you please forward me any communication (emails, chat transcripts) between you and the casino? My email is tomas@casino.guru
