20Bet Casino - Player's winnings have been delayed after multiple verifications.

The issue with this casino is that they refuse to credit my account with my winnings. I have submitted all the requested and necessary documents multiple times. I even had a Skype call to verify the required information, and each time they have said everything is in order. However, after a couple of days, the documents are once again rejected, and they demand additional documents. I battled with this for about a month, and the most recent request was for my relatives' bank statements, which is illegal to share. I tried to explain that it is not legal to provide those, but I always received the response that they are mandatory. The same documents have been submitted multiple times to this casino.

Dear Leksa11,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that you provided all documents except for the bank statements of your relatives?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Every document asked has been sent correctly and several times, until they started asking me for my relatives' bank statements .

Thank you very much, Leksa11, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Leksa11 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 20Bet Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Hello!

We are very sorry to hear about the difficulties you are experiencing. Please clarify your email and player ID so that we can look into your issue in more detail and help you as soon as possible.

Thank you for your understanding.

Hello!

Thank you for the clarification, but unfortunately, there is no player with this email address. We'd like to ask Leksa11 to clarify the email again for correct identification and quicker resolution.

Hello!

We are sorry to hear that you have encountered difficulties. At the moment we have certain suspicions and therefore verification of the funds that were deposited by the player is underway. In this regard, we have asked for confirmation of the origin and source of the funds.

Just so you know, the case is still active and the player has not yet provided the necessary documents. The funds remain on his balance and the account has not been closed.

Thank you for your understanding and co-operation.

The last documents you requested from me were the bank statements of my family members. Because of this, the case is still active. It is illegal to share their bank statements.

Dear 20Bet Casino, why must the player provide bank statements of their family members to verify their account? Are they connected to the player's account in any way? Thank you in advance!

Hello!

We are an honest and responsible gambling establishment. To exclude possible fraud against other casinos and payment providers and prevent the financing of terrorist organizations and money laundering, we request such documents.

We would like to remind you that the licensing authority has carefully drafted, agreed, and approved our terms and conditions. The player, by creating an account, has agreed to these terms and conditions and is obliged to comply with them.

If the player provides the necessary documents and proves his innocence, we will stop further checks. We treat everyone equally and check suspicious activity.

According to section 15, clause 3 of our terms and conditions, we are authorised to request such documents to verify that the player is using their own funds. This is to prevent collusion with other users and cheating the casino for enrichment, which is also stated in section 13 of our terms and conditions.

According to the law, it is not possible to start asking about other people's account statements/documents. It's unbelievable that a casino requires this. I have sent all the other necessary documents, but I will not go into that.

Dear 20Bet Casino representative, I have discussed this case with my team and we have agreed this is against the EU general data protection regulation (GDPR), if you provide services to EU citizens you must adhere to the EU laws and regulations. You cannot ask for third-party documents, you can only request documents of the players that play at your establishment. The player's personal documents should be more than enough to exclude any possible fraud against other casinos and payment providers. I hope you can reconsider this request and we can come to a compromise in this case. Thank you in advance for your cooperation!

Hello! We have carefully reviewed your situation and have decided to approve your withdrawal request. However, please be informed that your account will be permanently closed immediately after the withdrawal is completed, in accordance with the administration's decision. This measure has been taken to ensure compliance with our policies. If you have any questions or need further assistance, our customer support team is available to help. Thank you for your understanding.

Thank you very much for the update 20Bet Casino representative.

Dear Leksa11, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Leksa11,

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.

The withdrawal came.

Dear Leksa11,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter Cole