20Bet Casino - Player’s withdrawal request is delayed.

I am a player from China. It is my first time withdrawing money on 20bet and I was asked to verify various documents. I also cooperated with the submission and there were no problems. Now, I am not allowed to withdraw 2500 RMB. I have not made a profit yet, and my deposit is already that much. Now they are telling me to wait for the finance department to process it. They are asking how long it will take and there is no response. Is there anything I can do to help ,What are various authentication queues waiting for, constantly delaying time

Dear 18652516314m,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 20Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you accumulated your winnings with the help of a bonus?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? 
• When did you request a withdrawal from the casino? Is it still pending in your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have been refused multiple withdrawals and have been asked to provide various verification documents. I have already provided them all, but my withdrawals have not been processed for 4 days. When I asked customer service, they replied to me with the reason of being in line, but they have not been processed. They said they processed the withdrawal today, but it was not completed after the deadline. I have been waiting for many days and my account is fine

Dear 18652516314m,

We are sorry to hear about the issue with your withdrawal and understand your concern.

However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

• Could you please specify when you requested a withdrawal from the casino and when you submitted your documents for verification?
• Are there any obstacles you are experiencing in completing account verification currently?

Please let me know.

Dear 18652516314m,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.