A player from Chile faced repeated rejection of withdrawal requests from 20Bet, with each request demanding more documents. Despite years of betting experience, the player sought assistance for a quick resolution to access his winnings. We explained the necessity of the KYC process and inquired about the specific documents provided. The player's withdrawal request was eventually accepted, but he requested the complaint remain open until the funds were received. After some delays, the player confirmed receipt of his winnings, and the complaint was marked as resolved.
20Bet Casino - Player's withdrawal is repeatedly delayed.
Amount: $7,200,000 CLP
20Bet Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
I signed up on 20bet looking for new betting sites to try my luck, but the experience has been quite bad. I've been betting on different sites for 8 years, and never before have my withdrawal requests been rejected so many times, each time asking for more documents.
Unluckily, once I got caught up in this issue, I saw that it was a common problem at 20Bet. I just ask for help to withdraw what is rightfully mine and for a quick resolution to the problem.
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4 months ago
Dear Lucasf96,
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.
Could you please specify which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have any of your identity documents been approved by the casino or are you just waiting for them to be checked and verified?
Have any of your documents been rejected?
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,
Veronika
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4 months ago
Translation
Hello Veronica. I understand and am an advocate for verification processes because they are a safeguard for everyone. But 20Bet has been particularly hostile. Proactively submitted all required documents. They were all approved, but when I wanted to make the withdrawals. They started asking for more and more.
So far, I have sent a photo of my ID on both sides, proof of my address and the movement that proves the deposit made to 20Bet. All of them were approved.
Afterwards, they asked me for a photo of my bank showing my details and account. I submitted it and it was approved.
At the same time they asked me for two additional proofs of identity. A photo of my face holding my ID card and then, without it being approved, they asked me for a second image of me holding my document and a code that they sent me by Mail. This was the last request and it is still under review as is the first image with my ID. So far nothing has been rejected and everything has been sent expeditiously and as requested. I ask for help because in my 8 years of betting I have never seen such abandonment of the player.
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4 months ago
Translation
Hello. A few hours ago, 20Bet accepted the withdrawal request. The strange thing is that my ID documents are still "pending". Even though the case seems to be resolved, I strongly request that it not be closed until the money reaches me.
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4 months ago
Thank you for the update. Have you received your winnings yet? Has your verification been completed?
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3 months ago
Dear Lucasf96,
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.
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3 months ago
Translation
Hello. All good. They took longer than promised, so I had to complain. They rejected one of the payments so I could do the process again. But everything had a happy ending and I have all the money in my possession. Thanks for the provision.
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3 months ago
Dear Lucasf96,
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,
Veronika
Casino.Guru
