20Bet Casino - Player’s struggling to complete account verification.

Although it is a small amount compared to other winnings. It is a great help for us financially and good proof that the 20bet casino is not a scam.

Their policy is for you to be account verified first before they approve the withdrawal. Their verification process is extremely terrible and I felt like their denial reasons are very frustrating. I deposited money using my e-wallet Gcash and the process is as fast as a lightning speed but withdrawal using the same account is not doable for the reason of the my Passport and EWallet (Gcash) account's last name are different. My e-wallet is still my maiden name and it would take more than 2 weeks to have it updated using my married surname. They denied it for the reason of such even if I also attached my marriage certificate. I do hope that they have some considerations on that esp if the process is really very tedious. No online EWallet can change details as short as 1 to 3 days bec they all verify the documents as well.

I also submitted my other EWallet which is Grab Pay with my correct name and details but they won't accept it as we need to use the EWallet I use for depositing in my 20bet account.

Also, the statement of accounts to prove my current billing address needs to be in jpg and taken by an actual camera. Most of the billing these days are already paperless so I hope they can accept screenshots or actual file of statement of account.

I believe there are no other reasons to not accept all the documents I have submitted as those are all legal documents. I felt like I am applying for a foreign visa as they are extremely strict on verification. By the way, all my online accounts were verified using my maiden name so why is this online casino's verification process is ridiculous!

I am already thinking that this casino is a scam as I have read similar scenarios as mine online. I hope someone can help me here.

Dear jennamoroso,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your e-wallet and home address seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?

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,

Kristina

Thank you complaints team. Investigation has been closed and I was now able to withdraw my money. Thank you!

Awesome news, jennamoroso. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.