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

Good afternoon 20 bet and a great disappointment I get a prize of 7000.00 euros I tried to raise 4000.00 euros for the rest on their pretext and always documentation for having an account with third parties which is shameful only the bank account is in my name and my husband's but by the looks of it this betting and so this is very poorly done be careful if a prize comes out you'll run out of money thank you

Dear Ppxppxppx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you are experiencing difficulties withdrawing your winnings since you share your bank account with your husband? Would you be able to prove that you are a legitimate owner of the payment method? Does your husband have an account in the same casino too?

If there's any relevant communication please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Dear Ppxppxppx,

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.

Thank you very much, Ppxppxppx, for your email. Could you please advise whose name is displayed on the bank statement?

Good morning

Paulo Xavier L*** S*****

Ana Catarina O******** H*********

It says on the bank statement the names thank you

Could you please forward the bank statement to petronela.k@casino.guru at your earliest convenience? Thank you.

Thank you, Ppxppxppx, for uploading the document in your last reply. However, I'd like to ask you to forward it as an attachment to petronela.k@casino.guru as it is cropped in your last post.

I'm sorry but I don't see any of those names Paulo Xavier L*** S***** and Ana Catarina O******** H********* on the bank statement.

Dear Ppxppxppx,

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.

Thank you, Ppxppxppx, for your email. One more thing, please. Could you advise if your husband has as well an account in this casino?

Good morning, do you already have an account at the casino?

with the email

pl*****vier@gmail.com

Where did you close the account last year

Thanks

Thank you very much, Ppxppxppx, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello, Ppxppxppx,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 20Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 20Bet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Have the complainant's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Good morning, I already replied to your email, thank you

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.

Good evening, so I apologize for this time wasted sending documents from what I read in your answers they gave me hope I thought you could solve this problem I thank you for your understanding I was disappointed with this answer the second last answer you sent me from what I understood I was going to have a conversation with them but thanks anyway

Dear Ppxppxppx,

Thank you for your email and the screenshots provided, and I am sorry for the delay.

Just letting you know that I will extend the timer for the casino once again, until the end of this week (Friday), while I will try to contact them in other available ways. Unfortunately, it looks my previous attempts to contact them were sent to incorrect contacts. I am sorry, it was my mistake.

In the meantime, while we will wait for the casino to respond, can you please explain your email and last post? Currently, I am not sure if I understand it correctly.

In addition, can you please explain why did you send me the email with screenshots from allegedly your husband's email, and what does a withdrawal from May 2022 have to do with this case?

I even noticed you registered with your husband's email on our website, but submitted a complaint with a different email registered in the casino. Can you explain it somehow?

Do I understand correctly you used both accounts?

Looking forward to hearing from you.

Dear 20Bet Casino team,

Please, look at my post added on June 30, and provide us with the relevant details. In case no response or relevant information is received until the current timer expires, the complaint will be closed in accordance with the information shared in my previous post.

Good morning, yes, I'm talking to you through my husband's email, he's resisted on your website, I took the opportunity to see if I could solve that one of the accounts was put down so we created a new account and that's where I get the prize and how I tell you 4000 euros for me and I would really like you to try to solve it for me if you have to make a donation feel free to 20 bet and I would not want you to keep my money thanks

Dear Ppxppxppx,

I tried to contact the casino repeatedly but without success. I am afraid there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in 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 that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help or have news from the regulator, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru