The player from El Salvador had experienced issues with withdrawing winnings from 20Bet. The player had cited restrictions on the VISA withdrawal method and made multiple deposit attempts using different methods including MASTERCARD and Bitcoin. However, the casino had refused to allow withdrawal of winnings as they were not won from the recent deposits. The casino stated that the player was trying to withdraw the winnings made by the bank card deposit to a crypto-wallet, which was not allowed by their AML policy. The casino also required the player to complete verification and provide all necessary documents. The player had submitted the required documents but the casino insisted on verification of all payment cards used by the player to deposit to the casino. The complaint was rejected due to violation of the casino's terms and conditions regarding third-party payments.
20Bet Casino - Player's withdrawal process is problematic.
Amount: $385
20Bet Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I have an issue with 20 bet regarding withdrawal. I see that this is a common problem many of us encounter when we try this betting house.
In summary, I made a deposit using my VISA credit card. I later wanted to withdraw but found that VISA was not activated for withdrawals, only MASTERCARD. In order to withdraw using MASTERCARD, I had to make a deposit, but I couldn’t withdraw because I had not made bets with that deposit. I attempted to do so, but was promptly rejected.
The response from bet20 was to try another method, they did not provide much advice regarding which methods are compatible or available for me to choose from. They stated that it was not their problem.
I tried Bitcoin as my third attempt. I made a deposit, placed a bet, and tried to withdraw. After several hours they rejected it, stating this time that I could not withdraw my winnings because they were not won from my Bitcoin deposit.
This is just a brief overview. I have spent days trying to resolve this issue with them, sent countless messages, but they have not provided substantial responses. They only tell me to try different methods without offering specified help or suggestions.
Their last response was to try another method or wait until Visa is possible.
This has been quite frustrating.
Dear uchihafer,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 20Bet Casino.
Could you please advise if you made any successful withdrawals from this casino before?
When was the last time you contacted customer support regarding this issue? Kindly forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Good morning Veronika
I have never made a successful withdrawal, it was my first time trying this page.
The last time I contacted you was on Saturday, December 9 - Sunday, December 10, a few days ago.
Most of the messages have remained in the chat that is automatically deleted, only the first few times it was by email.
I will attach the ones I have.
Thank you very much, uchihafer, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello, uchihafer!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Hello all,
The player in question is trying to withdraw the winnings made by the bank card deposit to the crypto-wallet, which our AML policy cannot allow.
Moreover, the security department requires the player to complete the verification and provide all necessary documents, which have not done completed yet.
Lastly, we can always provide all conversation logs between the player and the casino, and there is nothing we can delete since it is technically impossible.
Considering that the security department has a solid reason to believe that a third-party card was used for a deposit, the withdrawal can be made only after the verification is completed.
Thank you.
Good morning everyone
Thanks for the follow up.
I gladly answer:
"The player in question is trying to withdraw the winnings made by bank card deposit to the crypto wallet, which our AML policy cannot allow."
A/ Yes, that is correct, I tried "crypto wallet" as a third attempt, since they did not give me an answer as to what method can really be used to withdraw my profits.
Additionally, the security department requires the player to complete verification and provide all necessary documents, which have not yet been completed.
A/No one had ever mentioned this point to me in the many consultations I made, at first I sent proof of my DUI which they accepted and I also sent proof of income. (If they accepted the DUI ones, which is the Unique Identity Document) then I need to know what they need to verify my account in addition to this document.
My income and card documents have been rejected. 
Lastly, we can always provide all conversation logs between the player and the casino, and there is nothing we can delete as it is technically impossible.
R/This can really help you see my case, I have asked for personalized help and for them to escalate my case because I have never felt that they help me or want to help me. I have asked about what to do? What method to use to be able to withdraw and they have only given me answers of "find another means to withdraw"
Considering that the security department has a strong reason to believe that a third-party card was used for a deposit, the withdrawal can only be made after verification is completed.
A/With this case I made a deposit of $10.00 to see if I could withdraw this way, as I repeat, desperate because they have not followed up, I have tried several options.
20Bet Casino, can you, please, specify the reason behind declining player's proof of income and the credit card?
Pavel,
The player in question used two cards to deposit and provided only one card.
The proof of income was not requested initially, for that reason it was declined.
Please, clarify, which documents player needs to submit to pass the KYC successfully?
A card, used on 2023-11-30 02:39:23 UTC, as well as the proof of address.
Most likely, additional documents will be requested afterward, however, it's on the Security Department.
Good morning everyone
"A card, used on 11/30/2023 at 02:39:23 UTC, as well as proof of address."
I was happy to provide what was requested, I just have a couple of questions:
- The card used initially was a VISA. Will I be able to withdraw with this same card? Because initially I only have to deposit with this credit card, when I see the withdrawal options I only have MASTERCARD. What was mentioned repeatedly should not be the case, if the casino really receives payment through a medium, it should also allow withdrawals and if in this case it is a "problem" or "policy" of the bank, they should remove that option by region and only leave those that apply in both directions.
- If point one is "positive", I need to know specifically what they need from my card and where I can share this information.
- They ask for my "proof of address." As I understand it is where I currently reside, this information is on my DUI (Unique Identity Document) that I already provided previously and it is a document that was accepted for me. And if they need something else, I need to know what document and where I can send it.
Thank you.
Hello,
- The casino is obliged to receive proof of the funds that were used for the deposits. Also, of the same option, as the deposit method is not available for the withdrawal, the casino may request the client to use an alternative method.
- For the card, only the first 6 and last 4 digits of the card and the expiration date should be visible on the requested photos. You can hide the rest of the numbers and the CVV code.
- A document that proves your address should not exceed three months. ( Examples: Utility bill, cell phone bill, electricity bill, bank statement, or any other official document that can prove the address which is provided in your profile)
Also, please note that you have 2 weeks to provide all requested documents; otherwise, further access to the account can be challenging.
Thank you.
- I understand, it doesn't really make sense and as I read this same problem happens to other people who try this casino-bookmaker, but it is within their policies. Two comments on this point: Previously I sent my ID and credit card as requested, but they rejected my card. Where can I send it again to have it accepted? And ok, once my account has been verified with the funds, what means can I use to withdraw my funds? Because they only tell me try another one, but luckily, for example as a third medium I tried cryptocurrencies then they told me I couldn't because I didn't earn all the funds with the payment I made.
- Ok, I ask again, where did you send this information?
- Ok, where did you send this information?
Stay tuned.
Hello,
All information can be found in the casino's Terms and Conditions.
https://20bet.com/information/terms-and-conditions
20Bet Casino, my guess is that the player is asking where they should send their documents. Should they be submitted in an account or through the specific e-mail?
Good day
Since the Casino does not respond directly where I can send the requested information, I proceeded to share the requested information through their page, in "Account Verification"
They requested various documents from me, I share:
- Unique Identity Document, photo of both parts legible.
- AFP account statement for an ENTIRE YEAR: The AFPs are financial institutions in charge of managing workers' pension funds. They are legal discounts that all workers have. (You can confirm my address here)
- Proof of salary from my current job.
- Statement of my credit card used. (You can confirm my address here)
- Credit card used from both parties as requested.
Stay tuned to your comments.
Very well, uchihafer! I hope that it works and you will be verified in no time.
Merry Christmas!
Hello,
The player in question ignores the requirement from the security department to verify all payment cards used by the player to deposit to the casino.
The verification cannot be done unless the security department receives all necessary documents.
Thank you.
Hello
At no time did they ask me for this. That is why I have asked them what documents to send, in what format, where I can send it.
What more do they need?
Hello
At no time did they ask me for this. That is why I have asked them what documents to send, in what format, where I can send it.
What more do they need?
Hello,
For the card, only the first 6 and last 4 digits of the card and the expiration date should be visible on the requested photos. You can hide the rest of the numbers and the CVV code.
It needs to be uploaded to the documents section in your personal profile, it is the only way to verify the account.
Also, please note the the security department will not accept scanned documents.
Thank you.
Hello
Attached message after sending the second credit card:
I had already mentioned, I deposited $100 with my VISA credit card, after trying several times to withdraw, they told me they will try another method, I tried my life partner's MASTERCARD credit card, only $10.00 to be able to withdraw and neither I was able to, later with cryptocurrency.
I keep explaining the same thing over and over again, sending documents and they put obstacles in my way.
What do I have to do now?
uchihafer, could you, please, send all documents, that you have submitted, to my e-mail: pavel.k@casino.guru? Also, please, specify, which of them will be the photo of the card, that has been declined (from your last message).
Thank you!
Good morning Pavel.
Email sent.
Greetings.
I have checked the terms and conditions, and this is what I found (https://20bet.com/information/terms-and-conditions#deposits-and-withdrawals):
3. DEPOSITS AND WITHDRAWALS:
8. 20Bet does not accept third-party payments. You must make deposits only from a bank account , bank cards VISA/MasterCard, payment systems Skrill/NETELLER or other payment methods that is registered in your own name . If we determine during the security checks that you have violated this condition, then your winnings will be confiscated , also 20Bet is not responsible for the loss of funds deposited from third-party accounts.
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. Therefore, I must reject your complaint.
Thank you very much in advance for your reply and understanding.
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