20Bet Casino - Player's withdrawal has been delayed due to verification issues.

I cannot complete verification process in casino. My case is the following: I started playing in August and got winning of 8500. My account was successfuly verified. I requested my first withdrawal and it was paid. So in total casino paid to me 2000 twice. After requesting the third withdrawal casino rejected it and started asking different documents for verification. I was asked to upload bank statement and I did so but casino didn't approve it. They also asked to provide proof of income. I uploaded my employyment contract but still they don't accept my documents. I provided selfies with special text as casino requested but they are rejecting my withdrawals again. I think they just don't want to pay. Please help me to get my winnings paid in full.

Dear v2931864,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Has the casino indicated which specific information is missing from your bank statement and employment contract, preventing their approval in the verification process? Do these documents contain necessary personal information including your name and bank account number?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports only?

When was the last time you communicated with the casino regarding your verification?

Have your selfies been approved during the KYC?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Casino has not stated the reason of rejection of statement. They are just sending automatically generated texts "To proceed with your withdrawal, please upload your Online Bank's bank statement to your profile with all incoming and outgoing transactions from the last 3 months visible." As my bank account is newly opened, three full months haven't passed yet, but soon I will try once again to upload my bank statement for the whole period from opening till now. Of course it contains account details. One issue is also that I cannot upload original pdf version in the profile because there is no option. It is only possible to upload jpg and png files, so I convert my file to jpg and upload all pages separatelly. As I see they accept only first page. I tried to send pdf file by email but they asked to upload on the website. Even today I got request about last 3 months bank statement from casino.

They accepted my employeement agreement and selfies.

Yes, I played slots.

The casino was paying at the beginning, and I also played games, but as far as casino stopped paying, I decided not to play anymore.

Thank you for the explanation.

Have you contacted chat support to inquire if your bank statement could be sent in jpg or png format instead of a PDF?

Could you kindly specify when exactly will your bank account be 3 months old?

Please forward me the communication between you and the casino regarding the problems with your verification. My email address is veronika.l@casino.guru.