20Bet Casino - Player's deposit has not been credited.

I made a deposit 24 hours ago, and it still has not been credited to my account. The casino has indicated that my case has been referred to the "financial department". Normally, it takes between 1 and 2 hours to credit the deposited amount. According to the Casino's Terms and Conditions, it may take up to 12 hours. I request that the deposited money be credited.

Dear jcarabillo2016,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

It is not the first deposit in the casino, I have already made others before, but I have just investigated, in my case with the Mercado Pago virtual wallet, it indicates in a legend that the payment may take approximately 2 business days to be credited, so I will wait and I will share news in the next few hours.

Thank you!

Thank you for your reply, jcarabillo2016. Alright. I will leave this complaint open, so please keep me informed about any further developments.

Until now I have not had a solution to my problem.

Firstly, from the virtual wallet they indicated that the deposit could take 48 hours to be credited, now they indicate that it can take up to 5 business days.

I contacted 20bet support again, they indicated that there are still no updates on my deposit, indicating that I should contact them again in a few hours.

Before we proceed with this complaint I would like to kindly ask you to forward me:

• the most recent communication between you and the casino,
• any relevant communication between you and the payment provider,
• screenshot of the deposit receipt,
• screenshot of your deposit history (you should be able to find this in your casino account).

You can post everything here or forward it to kristina.s@casino.guru. Thank you very much.

Dear jcarabillo2016,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.