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

Hello, good evening. Looking for information, I found your website and I found it very interesting. Allow me to introduce myself. I am Óscar F******** f*****, I am a person with mental disabilities, but with an activity Very good daily, the reason for the message is to ask for help for a scam that I am suffering from 20bet casino, I have played several days and I got a prize of 23k from here the problem came, I wanted to withdraw it and they ask me for card photos, receipts etc. I send everything but they cancel the withdrawals, they ask me for documentation again, now they ask me for a photo of me with my ID in hand, it seems surreal to me how they are taking advantage of me, please what can I do, thank you

Dear Oskillator73,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Were your winnings accumulated with or without an active bonus, please?

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,

Petronela

Hello, yes, they only ask for documentation, they have it all sent, including the last one they asked me for yesterday, I did not use any bonus, I received the last message today and it indicates that the financial team is reviewing my withdrawal, please be patient, and the withdrawals are as pending and unverified account

Hello again, this is already unsustainable, they ask me for documentation that I have already sent, I contact them to say that it has already been sent and they don't respond, I talk to chat and they don't give me a solution, they don't tell me what the problem is, they get back to me cancel the withdrawal and they put the money in my wallet, I beg you to talk to them, see if they come to their senses, please help

Thank you very much, Oskillator73, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Oskillator73,

I am sorry to hear that. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear 20Bet Casino,

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you in advance for providing the information.

Kind regards,

Tomas

Hello, Tomas, the casino has not finished verifying my account but it has already made two 4k payments, one yesterday and the other today, so far everything is great, the only thing they say is splitting the 4k payments per day 10 k a week and 40 k a month, that's their policy and it's respectable on my part, I've already discussed all this with a colleague of yours from casino guru, I thought you were informed, thank you very much from the bottom of my heart for all the good work What do you do? I will inform you if there is a problem with the next payments. Best regards

Thank you, Oskillator73, for updating me on the necessary information.

May I please ask you to keep me provided of any developments? Not just if there would be possible issues but also when you receive the next payments until the full amount is paid out to you. On the other side, verification is also important here, so please let me know about the progress.

I will appreciate it.

Kind regards,

Tomas

Hello, yes of course I will keep you informed, tomorrow I will make another withdrawal, in theory it will only let me withdraw 2k and next week 10k more throughout the week, thank you very much for your involvement, you form a fabulous team, and involved with what what are you doing

Hi, I'm having trouble entering the 20 app. I thought my account was suspended or something like that

When I entered this is what comes out and it won't let me do anything

Hello, Tom, I got 3 withdrawals of 4,000, the fourth one was canceled and I decided to try my luck again and with that I earned 10k more. Now there are 21k in my wallet. In the case that I enter the app now and I get what you have seen in the previous message and I enter the web and it tells me this

Is it possible that they canceled my account? It may be that since I have continued playing with the fund that was left in my wallet and luck has made me win 10 k more again, they take retaliation and block me, thank you tomas

Hello again Tomas, false alarm, I think the server has gone down, now I can enter, but the account continues without verifying, I don't bother anymore, forgive me, it reported any movements, either account verification or withdrawals from my wallet that are pending, thank you for your patience, I am very sorry for the uncertainty created, thank you

Hello Oskillator73,

Thank you for clarifying the situation. I'm looking forward to any positive developments. Keep me updated.

Kind regards,

Tomas

Hello, the withdrawals from the wallet are all ok, the only drawback is the verification of the account, it has not been verified, thanks for everything

Dear Oskillator73,

Could you please be more specific? Do you have any pending withdrawals? Or have you already collected the whole amount?

Thank you.

Kind regards,

Tomas

Hello, I have collected 16k, the rest I have played again, regarding the withdrawals they have been a bit slow but they have been executed

I'm glad to hear that, Oskillator73.

Could you please advise if you would like to continue seeking a resolution regarding the verification of your account?

Thank you.

Kind regards,

Tomas

Thank you Tomas, but I don't think I'm going to play in this casino anymore, they put a lot of trouble on me to verify my account to be able to pay me and they paid me without verifying, I don't really trust the truth, thank you very much to the team for your work, a very big hug great

Thank you, Oskillator73, for your reply.

In this case, could you please confirm that the matter is now resolved?

Thank you very much.

Kind regards,

Tomas

Hello Tomas, everything resolved, thank you very much for your support

Dear Oskillator73,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas