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

The problem I had with the casino is that I deposit with a virtual card from my bank and they require me to verify it with a document showing the data of said card and my name, the problem is that my bank has a section of my digital card but my name does not come, I contacted the bank by call and even went to a branch and both parties told me that said document does not exist, the closest thing is the account statement of the physical card linked to the digital one, I have sent all kinds of documents and they reject everything, I already told the casino that my bank does not have this document but by force they want me to get it but how come they want me to get a document that does not exist in my bank.

I have communicated with them a thousand times, I have sent them emails and they always tell me the same thing, I have asked them to help me solve it and they do not do it, I have given them solutions and they do not accept them either, by force they want me to send them a document that does not exist in my bank and all they do is make fun of it since they show no interest in helping

Dear Juan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players.

Do I understand correctly that providing the proof of a virtual card seems to be the only obstacle standing between you and your winnings? Have you provided any other documents?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I already sent you an email, I have sent several documents to 20bet but they reject everything, I am afraid they will close my account or something since I have deposited there several times but I was never able to withdraw, I await your response, thank you!

Thank you very much JuanOP27 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, JuanOP27,

I am sorry to hear about your negative experience. 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 representative to join this conversation and participate in the resolution of this complaint.

Dear 20Bet Casino Team,

Could you please clarify the player's situation? Why the player's account was not verified? What documents are problematic? What steps do a player need to take to successfully verify their account? If the bank is not able to provide him with the required document, is there any other option how to verify the payment method?

Thank you in advance for providing the information.

We would like to ask 20Bet Casino Team 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 will have a negative impact on the casino's rating.

Dear JuanOP27,

We would like to ensure you that we won't close your account because you are having challenges uploading the requested documents.

Also, we want to ensure you that our support team is ready to assist you 24/7, and they will be happy to explain to you what exactly we are asking for.

Right now all we need is to receive valid evidence that the card you used was your card and also another email was sent to you earlier today.

Thank you all for your patience.

Kind regards,

20Bet

Dear JuanOP27,

Could you please provide us with an update on your issue? Have you already been in contact with the casino? Is there any progress? If you used a virtual card for a deposit, you also have to verify it.

No, the truth is that I talked to them many times and they refused, I got tired of the subject but the same thing just happened to me at the betmaster casino and I had to verify my digital card, they told me to send them the payment receipt, I don't know it shows my name but I would check that I made the payment since I have the receipt, there comes the card termination, amount, date, time, etc.

What do you think?

I recommend you provide the casino with the required documents. They need to verify your payment method and you as an owner of the used payment method.

Did you receive any confirmation email from your bank at the time you activated a virtual card? Or, is anything like that available in your Internet Banking? Did you ask your bank if it is possible to send you a required statement? For example, after opening a specific transaction, there should be also the info about the used card.

The bank card is usually connected to a bank account. Was your bank account already verified in the casino? It should be sufficient that you provide the casino with an official account statement from your bank account/transaction history, where it could see transactions made to the casino account, it usually displays the owner's name and address. Then you should provide the casino with a document stating the mentioned virtual card belongs/belonged to you or a document stating that the virtual card is/was connected to your bank account.

Could you please try to ask your bank to send the necessary documents? As mentioned above, if you used a virtual card, you need to verify it.

Please let us know in case of any progress on your issue.

Dear JuanOP27,

Is there any progress on your issue? Could you please provide us with an update? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, 20Bet Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru