20Bet Casino - Player's withdrawal of €2,200 gets repeatedly blocked.

He estado ingresando dinero en varias ocasiones en este casino, siempre con la misma tarjeta Visa, y nunca he tenido ningun problema, en todas esas ocasiones no he tenido suerte y he perdido el dinero pero tras mi ultimo ingreso he obtenido unas ganancias de 2200 euros, procedo a solicitar el retiro, me lo rechazan y me indican que he de cargar mis documentos, los mando al instante, foto de la tarjeta bancaria y del carne de identidad, solicito un nuevo retiro, y esta vez me llega un mail como que esta aprobado, entro al casino y me sale como rechazada y sigue estando el dinero, solicito un nuevo retiro y me pongo en contacto de nuevo con el soporte tecnico y estos me dicen que es un problema con mi banco, cosa que no es verdad, he chequeado con banco y no hay problema alguno, al igual que no lo hubo para ingresar, me trato de comunicar con todos los departamento posibles y ninguno me da respuesta ni tan si quiera responden, solo me dicen que espere

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

Sigo con el mismo caso, continue jugando con el saldo que tenia y ahora tengo unas ganancias mucho mayores y siguen sin dejarme retirar, todo son problemas y impedimentos me dejan retirar bien un pequeño monto de dinero y de nuevo me vuelven a pedir nuevos documentos o nuevas excusas para retrasarlo

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.