20Bet Casino - Player’s win hasn’t been rewarded.

Playing rubymegaways last week.saw i had a win of 4000 with a balalance of 0f over 16000.went into my money and only had 165 euro.played it out and cancelled acc.it was only after that i realised i forgot to check my game history and my big win. But they will not reopen acc

Dear Maggietimmy3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you forward me any supporting evidence? We really want to help you to resolve this unpleasant situation, but we will need either your game history or screenshots showing the win. Do I understand correctly that you have requested the closure of your casino account?

My email address is petronela.k@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"I have no proof as i closed acc before checking my games history.when i asked them go reopen they wouldnt"

"I forgot to check my games history before closing acc.no way willthey reopen it for me.i dont know what to do but over 16000is an awful lot of money"

Could you please advise what was the reason to close your account? Thank you very much.

Twice i went to withdrawal and was cancelled coz they need more documents.was just fed up and forgot to check game history before i closed acc

So the active balance of your account at the time of the closure was €0 and you have never completed the KYC verification, is that correct? Additionally, you have no supporting evidence showing your win.

Please understand without any supporting evidence it would be close to impossible to confront the casino. Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

I have no proof so forget about it

Please understand, that it is very difficult for us to proceed with this case without supporting evidence. We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.

I’m very sorry we couldn’t help you to resolve this case. I will now reject this complaint. Thank you for your understanding.