The player from Italy had deposited €500 via a jointly owned Revolut card and won €8500. However, the casino rejected her withdrawal request, questioning the card's ownership and accusing her of document alteration. Despite numerous emails, the casino refused to discuss the issue further. It was found that the player had breached the casino's terms and conditions by using a third-party payment method. The complaint was deemed unresolved due to the casino's failure to pursue additional verification procedures and its disregard for the evidence demonstrating that the player was the legitimate co-owner of the contested Revolut card. The complaint was later reopened after the casino submitted new evidence indicating that the player’s son had accessed her account on the same device and had prior gambling issues, which violated casino rules. The player itself has admitted in one livechat conversation that she indeed used her son's card for deposit, which is another serious breach of the casino rules. Consequently, the complaint was closed as rejected, affirming that the casino acted in accordance with its established rules.
20Bet Casino - Player’s winnings have been confiscated.
Amount: €8,500
20Bet Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Hello, my name is Rosa and I'm writing now as I have just discovered this forum.
In February 2024, I had a problem with this casino. I deposited €500 using a Revolut card that is jointly owned by my son and me. After several plays, I won the sum of €8500.
I tried to withdraw my winnings and the casino started causing issues, questioning the verification of the card ownership. Since the jointly owned Revolut account operates in such a way that each owner has their own card but it remains a JOINT account, the card used was my son's operative card but still jointly owned by both of us.
The casino rejected every document I sent, even accusing me of altering them. Several months have passed, and I've written numerous emails, but the casino keeps responding that a final decision has been made and they refuse to discuss it further. It seems strange to me; obviously, these are tactics to avoid paying the substantial €8500 winnings.
I ask for your help, thank you.
Dear Limonedag97,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:
14. DEPOSITING
20bet does not accept third-party payments. You must make deposits only from a bank account, or using VISA/MasterCard bank cards, payment systems Skrill/NETELLER, or other payment methods registered in your own name. If we determine during the security checks that you have violated this condition, then your winnings will be confiscated and the original deposit will be returned to the owner of the payment account; 20bet also is not responsible for the lost funds deposited from third party accounts.
Furthermore, please check our Fair Gambling Codex for Players:
"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint account or this possibility is communicated beforehand. However, even in the case of joint accounts, the player should always deposit with a card issued in their own name. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
Best regards,
Veronika
Hi, yes, but the casino specifically asked me if the card was in a joint name, since if it were, the winnings would be credited. I sent any type of document certifying that the card is in the name of me and my son, but they refuse it.
Could you please specify whose name is on the card you used for depositing into the casino? Is it your name, or your son's name?
Dear Limonedag97,
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.
Hi, sorry, I didn't realize the answer. The name on the card is not there since it is a virtual card, there is the card statement which is in my name and in the name of my son.
Could you please send me the documents showing that the Revolut account belongs to both you and your son? Also, include all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.
Dear Limonedag97,
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.
Hello, yes I will send all necessary documents to your email address. I think I should succeed tomorrow, thank you
Hi Veronica, I'm collecting the latest useful documents and sending you everything. Thanks for the arrangement
I have still not received anything from you. Could you please inform me if you have the necessary documents ready? I need the proof of payment that you already sent to the casino as well as the email communication or chat transcripts between you and customer support. Please forward the original files to veronika.l@casino.guru. Without sufficient evidence from your side, we will be unable to continue with the investigation.
Hi, yes, I have the documents ready. I will send the email shortly, I apologize but unfortunately I was on holiday in a place with poor internet connection
I haven't received any documents from you yet. I'm sorry, but I have to close this complaint because there isn't enough evidence provided from your side. Thank you for understanding, and I'm sorry we couldn't be of more help this time. If you gather all the necessary documents, please request a reopening of this complaint.
Thank you very much, Limonedag97, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.
Hello Limonedag97,
I'm Michal, and I have taken over your complaint. I have reviewed your case including the evidence you have provided us and I will contact the casino to see if I can help.
We would like to invite 20Bet Casino to join the conversation.
Dear 20Bet Casino,
I understand that it is customary within the industry for players to make deposits exclusively from accounts or payment methods that are registered in their own name, such as bank accounts or VISA/MasterCard cards, as well as payment systems like Skrill and NETELLER. However, the player has presented documentation regarding a joint Revolut account, which I believe should be considered valid. If the player has not yet submitted this evidence, I would be happy to forward it to you. I kindly request that you review it and reconsider your decision.
Of course they will never answer! Because this win they do not want to pay the! In case, can you assist me to proceed with legal action?
Hello!
We are sorry that the player has encountered such a situation. Unfortunately, in this case, our rule related to the use of a third-party account or card was violated. The player's admission that he used his son's card is recorded in the email correspondence. We are prepared to provide all necessary documents and evidence to refute any allegations in this case.
If you have any further questions or require additional information, please let us know.
Thank you for the response, 20Bet Casino Team.
Dear Limonedag97,
Could you please clarify whether the funds you deposited in the casino using the Revolut card were sourced from a recharge made by you or by your son?
Hello, the funds were deposited into a joint REVOLUT account, from MY ATM (the ATM here in Italy is the debit card linked to the current account, where the money is) linked to my bank account; then from the Revolut account with a prepaid card JOINTLY IN THE NAMES OF ME AND MY SON I made the deposit into the 20bet casino.
I use this procedure almost always, for any type of online purchase so as not to risk disclosing my ATM data.
Thank you for the response, Limonedag97.
Please forward me the statement from your MY ATM account where the recharge to the joint REVOLUT account is visible at michal.k@casino.guru
Of course, since my bank provides me with a quarterly statement, can I hide the other movements and items on the statement since they are sensitive data?
Dear Limonedag97,
I understand your concerns. However, it is essential that all statements remain in their original, unedited form; otherwise, they may not be recognized as valid evidence, complicating any future negotiations with the casino team. Please be assured that we prioritize your privacy, and all your information is securely protected. Access is limited to only those directly involved in the resolution process.
Hi Michal, I have sent you the requested information via email. I have also attached the transaction documents from my bank account to revolut and from my revolut account to my revolut-joint account. I have also attached screenshots of the transaction from my revolut app. Thanks
Dear Limonedag97,
I appreciate your email and confirm that I have successfully received it along with all the attachments. I have contacted the casino team and will maintain communication with them to work towards a resolution for your case.
Perfect, think Michal I even offered to give my Revolut account login details to the casino so they could check the transaction themselves. I look forward to hearing from you. Thanks
Hello, Michal!
We have sent you a clarification on this case in your email. If you have any further questions or require additional information, please do not hesitate to contact us. We are always ready to help and provide all the necessary support.
Thank you for your attention!
Sorry 20bet casino, but after showing you with my bank statement the exit of € 500 paid into the revolut account, after presenting the official revolut document of the p2p payment from a personal revolut account to a joint account, after presenting the official revolut document of the transaction from the joint card to your casino20bet what else do you want me to do? There is no need for any clarification, I have provided all the necessary official documents YOU MUST credit me with the winnings and stop looking for excuses not to pay! I do not deny that this situation is leading me to a CERTIFIED mental imbalance. Do you prefer to resolve the matter in court? Or maybe that is exactly where you want to get to having the registered office in curacao. This is about common sense, after having demonstrated the origin of the funds which are MY PROPERTY there is no need for anything else simply common sense and CREDIT ME WITH THE WINNINGS
Dear Limonedag97,
Can you please confirm if anyone from your household or family had their accounts closed in an online casino due to gambling issues? If so, can you please specify who and when? You can forward this information to me via email if you prefer.
Hi Michal, in my family at home there is currently me and my minor daughter who therefore cannot play. Unfortunately this is a question I cannot answer because I cannot know if my other two children have had closed accounts. However, I do not understand the logical connection. Thanks
Dear Limonedag97,
My previous question was based on some findings by the casino team that suggest your account might be linked to an account that was closed due to potential gambling addiction issues. The casino team cannot disclose all the information to us about your account without your explicit permission, so we cannot confirm if the above issue really has any relevance to your situation.
Can you please publicly confirm that we have your consent to receive any and all information in regard to your 20Bet account that will assist us in addressing your complaint effectively?
Excuse me Michal with all due respect but we have gone from the alleged payment with a card not in my name to me now the new 'excuse' is a connection with a closed account. Doesn't this situation seem absurd to you? Doesn't it seem to you that the casino is trying everything to avoid paying the winnings? It is likely that my son had an account with the casino, but what does this have to do with me? If my son commits a murder, who goes to jail, he or I?
Dear Limonedag97,
I acknowledge your message; however, I am unable to ascertain the relevance of the casino team's statement to your account without additional information requiring your consent. It is not uncommon for casinos to take precautionary measures by flagging or closing the accounts of relatives if a specific player has their account terminated due to gambling-related issues or addiction. There have been instances where individuals with gambling problems have utilized the accounts of their relatives without their knowledge, as well as cases involving shared-joint payment methods. Consequently, it is standard practice for casinos to flag accounts that appear suspicious. As the casino team has communicated to you via email, it was noted that "the rule regarding the use of a third-party account or card was violated. The player's admission of using his son's card is documented in the email correspondence." In the absence of additional information, we are unable to either confirm or deny this issue. To properly address your complaint, we kindly request your consent. Without it, we regret to inform you that we will be unable to proceed and will have to close your complaint.
Hi Michal, of course, you have my consent.
Dear Limonedag97,
I apologize for the delay in my response. I was waiting for further information from the casino representative; however, I have been informed that they are currently out of the office and will return on Monday. Regrettably, since your case is managed by this specific individual, we must wait until next week in hopes of making some progress. I recognize that this situation is not ideal, unfortunately, the only course of action at this time is to wait. I appreciate your understanding.
They need time to invent NEW EXCUSES . Thanks for your commitment and availability Michal
Hello!
We will get back to you shortly with the information regarding this matter. Thank you for your understanding and patience.
Dear Limonedag97,
I would like to provide you with a brief update. I have obtained further information from the casino team. I have shared our viewpoint regarding the situation and am currently exploring options to reach a consensus with the casino team that will be acceptable to all parties involved.
Alright Michal, I'll wait to hear from you then. If you need any clarification, don't hesitate to ask me. Thanks
Dear Limonedag97,
Could you kindly confirm the date on which you officially became the co-owner of the joint Revolut account and cards alongside your son Antonio? Furthermore, as you possess a Revolut account solely in your name, I would appreciate clarification on your decision to utilize the joint Revolut account card for making a deposit at the casino.
Hello, since the account is currently not in operation, I asked Revolut support directly regarding the opening date of the joint account and they told me that the date is 09/13/2023, unfortunately I closed the chat and forgot to request a transcript of the chat, if it should be useful as proof I can ask it again in the chat to support and provide you with proof with the transcript of the chat.
As for the use of the joint card, as already mentioned it is my practice on these foreign casino sites, therefore not Italian, to transfer the money to the joint account since the balance is always equal to 0 and then make the payment with a prepaid card so as not to disclose the data of my cards connected to my personal account where there is always a positive balance. I would like to point out that in my opinion the reason for using one card rather than another is not relevant since what matters is that it is registered to me. For further clarification Michal I remain at your disposal and thank you for the time dedicated.
Dear Limonedag97,
Yes please, I would appreciate it if you could obtain confirmation from the Revolut team regarding the date of your co-ownership of the joint Revolut account and cards with your son. Please forward that information to me at your earliest convenience.
I'm out for two days for work, as soon as I can I'll contact support and forward everything to you. Thanks!
Hi Michal I sent you the chat I had with Revolut by email. Thanks
Dear Limonedag97,
Thank you for the email. I will continue exploring options to reach a consensus with the casino team that will be acceptable to all parties involved.
Ok thanks for your availability. I await news
We would like to ask the casino 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 may negatively affect its rating.
Hi Michal the requested document was one of the first documents I sent to your colleague Veronika. I think you already have it but anyway I sent it to you again by email. Thanks
Dear Limonedag97,
I have provided you with further information via email and I'm awaiting your response with the provided evidence.
Hi Michal I've been trying to have a chat conversation with Revolut operators for several days but unfortunately they are having a high number of requests and the operators are busy. I will email you everything as soon as they answer me
Dear Limonedag97,
I understand, hopefully, you will have more luck during the "off-peak" hours.
Hi Michal, I sent you an email with the transcript of the chat I had with the Revolut operator where the operator clearly says that he cannot issue stamped and signed documents, but that I can download all the available documents independently in the reserved area. What I can send you is a new card confirmation like the one already sent with today's date. Thanks
Dear Limonedag97,
Thank you for the email. I will continue my dialog with the casino team.
Hello Michal!
We have sent you an email and look forward to hearing from you. If you have any questions or need additional information, please let us know. We are always ready to help!
Dear 20Bet Casino Team,
I have shared our perspective on the matter via email. Given that this case has been open for a considerable time with minimal progress, we are now approaching the point where we will need to reach a conclusion.
While I acknowledge that certain aspects have emerged during the investigation, we do not find the reasons provided by your team as fully sufficient to justify such a serious action as withholding the player's winnings. I kindly ask you to give further consideration to your stance, as this may bring greater clarity to the situation. While we will respect your final decision, we will close the case in line with our fair gambling standards, and if it is marked as unresolved, it could have a notable impact on your casino's safety index rating.
Nevertheless, I remain hopeful that we can find a consensus that is satisfactory to all parties involved.
Thanks Michal, since you also don't think it's right to suspend my winnings, could you tell me how to take legal action with a lawyer to recover my money if the casino continues to withhold my winnings? Thanks
We would like to ask the casino 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 may negatively affect its rating.
No response from the casino which is still holding my winnings WITHOUT ANY VALID REASON .
Here in Italy silence is equivalent to consent, dear casino these are all more evidence for my lawyers if you do not deign to respond and pay my winnings. I promise you on my existence that you will pay me the winnings plus all the damages you have caused me.
Dear 20bet casino/22bet casino, please respond. You are making a fool of yourself
20bet casino hasn't responded to this thread for 2 weeks! Aren't you ashamed?
Dear Limonedag97,
I have had an extensive conversation with the casino team regarding your case, highlighting the evidence that confirms your legal co-ownership of the disputed payment method. It is clear that the funds deposited via the joint Revolut card originated from your other personal bank account, which is held in your name. Regrettably, the casino team has shown a lack of interest in pursuing further verification that could clarify the situation and allow you to present your case. While I recognize that some information has come to light during the investigation that raises questions, however, we do not believe the reasons given are adequate to justify the serious action of withholding your winnings. We view this approach as unfair. Despite my efforts to communicate this to the casino team, they remain disinterested in resolving the matter. Consequently, we are left with no choice but to consider this complaint closed as unresolved.
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curaçao Gaming Control Board (GCB) and submit a complaint to them via this contact form as I have informed you via email already. Please let me know they responded at michal.k@casino.guru.
I can only recommend checking the reviews of each casino before you sign up and only playing in well-licensed and good-rated casinos to avoid disappointments like this in the future.
I wish I could be of more help.
Best regards,
Michal
Casino Guru
I advise all players to AVOID this casino!!! I was SCAMMED but don't worry 20bet casino, I will not give up! Even if it means coming to Curacao in person but I will have my money, because you are scammers!
We have reopened this complaint at the request of 20Bet Casino due to the submission of new evidence.
Dear Limonedag97,
While this complaint was previously marked as unresolved, we have continued our communication with the casino representatives in an effort to seek a resolution.
We have recently obtained additional information and evidence from the casino security team that was not available at the time your complaint was filed. This new information significantly alters our understanding of the situation.
It has come to our attention that most likely your son, Antonino, accessed your account on the same device (same device ID, same browser cookie) which is strictly against the casino rules, especially considering his prior admission of having gambling issues and the closure of his own account at his request.
Furthermore, you previously acknowledged using your son's bank card for deposits into your casino account (we have received your livechat conversation about this) which constitutes a serious violation of any casino rules.
The process of gathering this information took some time, as the events in question occurred a while ago, making it somewhat challenging to obtain. However, it is standard practice for casinos to retain records of such incidents, particularly in cases like this.
Given the new evidence, we must revise the outcome of your complaint, as it has been established that there was a clear violation of the casino's terms, and the casino team acted in accordance with the established rules.
I strongly advise you to adhere to the rules of any casino you choose to join in the future, ensuring that only you have access to your account and that you use a payment method registered in your name to prevent similar issues from arising.
I will now proceed to close this complaint as rejected.
Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us and we will try our best to help.
Best regards,
Michal
Casino Guru
