The player from Bolivia had made several successful deposits and won €2,200, then attempted to withdraw their winnings. However, the casino had declined the withdrawal request, asking for additional documents. Despite the player having submitted the requested documents and receiving approval, the casino had once again rejected the withdrawal due to a claimed bank issue. The complaints team had attempted to mediate but got no response from the casino. The complaint was initially closed as 'unresolved'. However, it was later reopened at the casino's request, with the casino claiming that the player had been able to successfully withdraw their winnings using a different method. The player did not respond to confirm this, leading to the complaint being closed as 'rejected'.
20Bet Casino - Player's withdrawal of €2,200 gets repeatedly blocked.
Amount: €2,200
20Bet Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
I have been depositing money several times in this casino, always with the same Visa card, and I have never had any problem, on all those occasions I have not had any luck and I have lost the money but after my last deposit I have obtained a profit of 2200 euros , I proceed to request the withdrawal, they reject it and tell me that I have to upload my documents, I send them instantly, a photo of the bank card and the identity card, I request a new withdrawal, and this time I receive an email like It is approved, I enter the casino and it appears as rejected and the money is still there, I request a new withdrawal and I contact technical support again and they tell me that it is a problem with my bank, which is not true, I have checked with the bank and there is no problem, just as there was no problem to enter, I try to communicate with all possible departments and none give me an answer or even respond, they just tell me to wait
Dear edu2317,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Could you please advise if you have been informed about any alternative method to withdraw your winnings?
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,
Petronela
I continue with the same case, I continued playing with the balance I had and now I have much higher profits and they still won't let me withdraw, they are all problems and impediments, they let me withdraw a small amount of money and again they ask me for new documents or new excuses to delay
Thank you very much, edu2317, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of 20Bet Casino 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 edu2317,
I'm Michal, and I have taken over your complaint. I have reviewed your case and as my colleague Petronela mentioned, 20Bet Casino was not really much cooperative to resolve complaints with us and has ignored us in our attempts to mediate any kind of issue. However, I will do my best to try to help you.
I will contact the casino to see if we can get a response from them.
We would like to invite 20Bet Casino to join the conversation.
Dear 20Bet Casino,
Can you please provide information on why is the player not able to withdraw their winnings at once?
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.
Dear edu2317,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 you contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com , certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal
We’ve reopened this complaint at the request of 20Bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear edu2317,
While I understand that it's been a significant amount of time since you filed your complaint, we have received the following information from the 20 Bet Casino team:
Hello!
We are pleased to inform you that we have clarified the information regarding this issue. The payout was marked as "FAILED" by the provider, however, the good news is that the player successfully received his winnings on 28 June 2023 using a different payment method.
If you have any other questions or require further information, please do not hesitate to contact us. We are always ready to help.
Can you please confirm this information?
Dear edu2317,
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.
Dear edu2317,
The casino team has confirmed the payment date in their previous email, which was also sent to you. Considering your absence of communication that would typically accompany a non-receipt of funds, it was concluded that you have indeed received the funds successfully. Since we haven't received further confirmation or any additional assistance requests from you, we regretfully must close this complaint as rejected. I'd like to express gratitude to the casino team for their cooperation.
Feel free to reach out if you encounter any issues with this or any other casino in the future, and we'll do our utmost to assist you.
Best regards,
Michal
Casino Guru
