20Bet Casino - Player’s withdrawal has been delayed.

Hello, good evening. I FEEL LIKE I'M BEING SCAMMED, HELP ME.

Here is my case:

Last Sunday, 02/06/24, I deposited 3,000 euros, and the amount was immediately deducted from my bank. In other words, deposits are taken instantly, but the problem comes with withdrawals. On Sunday, I won 5 combined bets that totaled 24,000 euros. Well, I’m trying to withdraw 20,000, and it shows that the withdrawals are pending. Today is Friday; 5 days have passed, and they keep telling me the same thing—that my withdrawals are being verified. I feel very frustrated, and when I looked online and saw that this has happened to other people, I almost cried...

I feel lost and don't know what I can do or who can help me. I am a very active user and constantly make deposits, but to my surprise, now that I’ve won some money, it seems like they are ignoring me...

Dear victorr0287,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you. 

Thank you in advance for your patience and understanding. 

Best regards,

Tomas

Thank you very much, Tomas, if the truth is it seems a little strange to me because in March, for example, I was withdrawing 2,000 and 3,000 at a time, they answered me, I requested the withdrawal and after a few hours I had the verification and a few days in my account, but now it is different, they have passed 5 days and if I send an email to the technical support they do not respond, and the web chat always tells me the same thing (you must wait, your withdrawals are pending verification, they are being managed by the financial department and I will receive a response by email shortly. .but nothing, no email arrives) I am a fairly active user almost every day I make income but it seems that they don't care, so I'll wait, as you say, a few more days...

Thank you for the quick response, I didn't know where to turn and I found you online that you had already helped other people, so thank you very much

Hello Tomas, forgive me again, it would be possible to ask you another question that worries me.

Well, I have been betting with them for 1 year and withdrawing everything well so far, the income is always made via immediate transfer from my bank to them, that is the method I use, although on some occasions if I did not have money in my account I I have made an immediate transfer from my wife's account to that of bet20 and they have charged her immediately without any problem.

Note that this has not been a problem when it comes to collecting prizes, but when it comes to collecting prizes I always ask them to deposit it into my account obviously.

The question is that a few days ago one of the guys in the 20bett chat told me to make some withdrawals to my wife's account... that seemed very strange to me... I requested a withdrawal so that they would deposit it to her but I preferred to cancel it and that they were all directed to my bank account since I am the account holder.

They have not asked me for any type of additional documentation, simply on Sunday when I won the bet and started the withdrawals two hours later, they asked me for bank receipt of the last deposit, which was 2000 euros from my immediate transfer account, they approved that document and never I have heard more about them.

I don't see anything that or I'm going to see a penny because they already tell me in the chat that if I enter tercelos when a week and a half ago I collect 1000 euros, they already know this....very smart...because they are going to claim that I have I make deposits from an account that is not mine (but my wife's) but to make deposits and take the money if there was no problem, in the end I put it on a plate...so I am left without 20,000 but well they lose a client who leaves about 1000 a month, I will continue betting with William Hill, thank you guys for your help

They say it is a fraud but it is not because I am authorized in my wife's bank to make transfers and handle the money but they do not ask me for more documentation either... what a strange situation this is. I don't know if you can advise me. por favor

I apologize for not replying sooner.

Let me refer to the casino's terms and conditions: https://20bet.com/es/information/terms-and-conditions

DEPOSITS AND WITHDRAWALS:

8.2Bet no acepta pago de terceros. Debe realizar depósitos solo desde una cuenta bancaria, tarjetas bancarias VISA/MasterCard, los sistemas de pago Skrill/NETELLER u otros métodos de pago registrados a su nombre. Si, durante las comprobaciones de seguridad, determinamos que ha incumplido esta condición, se procederá a la confiscación de sus ganancias; además, 20Bet no es responsable por la pérdida de fondos depositados desde cuentas de terceros.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

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 card or this possibility is communicated beforehand. 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.

Dear victorr0287,

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 they paid me, without any problem, great page, I will continue betting with them, because they complied by paying me the winning bet, but it is clear to me that to avoid problems the best thing is to bet with my cards and bank account, not my own. woman, because otherwise I may have problems at the time of withdrawal. Thank you so much

Dear victorr0287,

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.

Best regards,

Tomas

Casino.Guru