The player from Greece faces multiple issues with a betting site, including the failure to process her self-exclusion requests despite multiple attempts in December, which has led to further financial losses. Moreover, after fulfilling the wagering requirement for a €50 bonus, her subsequent withdrawals have been delayed, leading to her account being frozen with a remaining balance of approximately €7200. She wishes to claim all her deposits made since her initial exclusion request.
20Bet Casino - Player's withdrawal has been delayed and account has been frozen.
Amount: €7,200
20Bet Casino
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Case summary
2 days ago
Public
Public
2 days ago
Translation
Good morning and Happy New Year.
I have encountered some issues with the betting site I've been using and I would like to know how I can proceed and what I can claim. Most importantly, I have requested to be excluded from the site at least four times recently, specifically in December, and they have yet to do so. Consequently, I have lost even more money. I'm unable to manage this situation, which is why I asked for exclusion, as I have done everywhere else. This is the only betting site that hasn't complied. There is evidence of this with the emails I have sent them. They supposedly refer me to my VIP manager, who responds via email expressing regret but still does not process my exclusion. Moreover, there is another issue. In November, if I'm not mistaken, I received a €50 bonus. I had to wager €2000 to be able to withdraw my winnings, which I fulfilled. When I reached the desired amount, I requested a withdrawal. However, the transfer didn't happen for at least 2-3 days, possibly even longer. After waiting these days, I canceled the withdrawal myself and the money was re-deposited into my account, causing me to bet again and increase the amount. I repeated the withdrawal process and the same thing happened again. They delayed me for days once more. As a result, the amount grew to approximately €7200. I requested a withdrawal, and after a day, they froze the amount and zeroed out my account. They justified this by saying that the bonus terms did not allow me to wager more than €5. I am, of course, aware of this term, and until I met the bonus requirement of €2000, I hadn't wagered more than €5. Additionally, I wish to claim all my deposits from the first time I requested exclusion and it was not processed. Thank you very much for your time.
Automatic translation:
Public
Public
2 days ago
Hello liageokrik,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 20Bet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you mention gambling issues or addiction in your self-exclusion request?
- When was the last time you spoke to the casino and what was it about?
Please note that withdrawals usually take up to 14 days so if you canceled them, the casino had nothing to do with it.
Looking forward to your answer.
Regards,
Nick
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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