20Bet Casino - Player was asked for a selfie.

I obtained a profit of 100 thousand soles and requested more than 10 times to withdraw this money. From the first moment, they rejected my withdrawals, arguing that my account verification was missing. I sent them all the necessary documents and more than they asked for, and they kept asking me for more documentation and they kept rejecting my withdrawals. They got to the point of asking me to take a photo with my face and my ID, something that no betting house ever asked me for. I asked for the withdrawals again and they kept rejecting them. In the end, I realized that I was being rocked and that they were never going to pay me, so I decided as a strategy, to spend the 100,000 soles and see what happened. As soon as that happened, they immediately told me that I already had the verification and that they could withdraw the money.

I invested a lot of money and I am going to make complaints at the Peruvian and international level. All those who have experienced the same, write me at ******@GMAIL.COM.

Dear luiseduardo1979,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I reviewed the casino’s terms and conditions and I found this. https://20bet.com/pe/information/terms-and-conditions

KYC Y VERIFICACIÓN:

9.Se requiere si las transacciones del jugador han alcanzado 2.000 EUR (o equivalente); también, si la cuenta del jugador es sospechosa. El jugador debe subir los documentos en la pestaña "Documentos" de su cuenta.

10.Lista de documentos requeridos:

Foto de un documento de identidad

Foto o captura de pantalla del sistema de pago

Foto o captura de pantalla de un documento que confirme la dirección de residencia actual (con una antigüedad inferior a tres meses).

11.Documentos adicionales:

Selfis con un documento de identidad

Prueba de capital

Prueba de fondos

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Requesting a selfie for verification purposes is very common and our advice is to comply with the casino’s request. Let me know if you require any further assistance. 

Tomas

Casino.Guru

Dear Thomas:

Of course I took the selfie (I attach it) and not only that, but I also attached abundant documents that exceeded what they demanded. I made dozens of money transactions that were denied to me, and they put as a pretext some new other documents that I needed. In this message you can see the immensity of documents that I sent them and that complied with what was required. Every time I wanted to withdraw the money (I am also attaching the immense number of times I wanted to withdraw the money, they asked me for a new document, and they rejected my withdrawal, there were really many withdrawals and refusals for any pretext. The last thing was the selfie, which also I provided it, and it was not even validated until now, although I have an email that I sent to 20bet VIP manager Zackary Turborg when cash outs were constantly being rejected, which, as you can see, exceeded his requirements. Every time When I made a withdrawal, they would come up with any excuse to attach a new document. You can see the number of times I requested the withdrawal of my profit from a deposit of 2,300 soles, and it turned out to be impossible because it was clear that the intention was not to pay (I have seen it on several other pages) under the pretext that they always either asked for a new document, or did not approve it on purpose to request a new document. Send all my bank statements, do Identity documents, proof of deposit, selfie, etc. You can see it in the attached files, as well as the email that I sent to Mr. Turborg asking him for assistance since I suspected this modality to avoid withdrawing my money. Mr. Turborg did not answer me that day, but a day later, when they already knew that I had spent the money strategically, and that is where he pointed out that I could withdraw my money. This confirms that this is a modality that borders on fraud, and that prevents the winner of large amounts from accessing their money.

I played in dozens of betting houses, and this has never happened to me in my life.

We have joined a group of Peruvians who have suffered from the same 20bet methodology who were never able to withdraw their money for the same reason, and we are going to the computer crime division, the casino regulator (Ministry of Commerce) and the press.

Nobody deserves something like this to happen to them, even more so that they had invested more than 20 thousand dollars in the page

Thank you for the message. I apologize for the misunderstanding. Could you please forward me any relevant communication between you and the casino where these documents are repeatedly requested from you by the casino? Please forward the evidence to tomas@casino.guru.

Dear Thomas:

I have already sent you the infinity of times that I wanted to withdraw the 100,000 soles, and the constant tricks of more documentation (which was already there and was denied on purpose), is a fraudulent way to prevent the person from ever withdrawing their money. I even put the selfie, and they kept rejecting the withdrawal of the money and they didn't even validate it, they left it pending as I already reported. Only after I carried out the strategic action of spending all the money (you would have to be stupid to claim the money for 4-5 days, and spend it in 20-30 minutes. And I was not wrong, as I also attached it to you by email The day after this action, they tell me that I can now withdraw. It's really demeaning, even more so when I invested a good amount of money on this page.

Best regards

Luis *********

Thanks for your comment and your email.

We cannot punish the casino by lowering their rating if they followed their verification rules. As you confirmed the verification was complete and your withdrawals were paid out, I don't see any issue we might help you with.

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Even if the casino requested additional documents from you during the process they have the right to do so. If you canceled your withdrawals and played down part of your balance in regular gameplay, we would consider such loss as fair.

Please let me know if there is anything else or if I overlooked information before I close the complaint.

Tomas, none of my withdrawals were paid. I don't know if you saw but I repeatedly asked that they be rejected. Just yesterday that I made this complaint, they have approved the verification system for my photo with my face.

Thanks for your reply. For future reference, we can mediate only the issue if the verification is not yet complete or winnings are not played down. We can't push casinos to refund you your winnings if they were played down in regular gameplay or push them to change their approach to verification.

I understand the verification in casinos might be long and frustrating, but unless the casino's requests are unreasonable, we will advise players to follow the recommendation of the casino and respect their KYC standards and policies.

If the issue with verification persists for your subsequent withdrawal requests, don't hesitate to contact us and we will assist you.

For now, the complaint will be rejected due to the reasons mentioned above. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.