20Bet Casino - Withdrawal of player's winnings has been delayed.

I deposited 20 reais to bet losing I deposited another 25 both via credit card where I am the holder. I won 4 bets and tried to withdraw this amount via pix and after being denied, I tried via bank transfer the same bank I use the credit card. They refused again, I entered the chat and asked to wait. As it took a while, I contacted you again. They asked me for several documents to prove it. I sent. Address, CNH, my bank statement, print of the card showing the purchase on the bet website. Now they asked for a photo of my card front and back. And they want a bank receipt for my card with my name, bank details, purchase amount, date and time. Not to mention that I already sent several prints of my invoice. I understand the company's security policy. But this is already disrespect to punters. Not to mention that it is a strategy to hold on to the money that is rightfully ours. Because when it comes to betting, if we lose, they take the money in a minute. Now to pay we have to prove a thousand and one things. With the data I sent, I can prove that I am really the owner of the account. Fraud is really this 20bet casino that kills people with rage and doesn't pay. I hope you can help me and help other people who are going through the problem.

Dear Leane,

Thank you very much for submitting your complaint. 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 casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Leane,

Have you received your withdrawal from the casino yet?

Not. The money is still sitting there.

Thank you for your reply, Leane. Have you made any successful withdrawals before? Could you please confirm that you have provided all the required documents to verify your identity? Have you already received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

Not. That was the first serve. I sent all the various documents approved. Others they deny. I tried again yesterday to make the withdrawal. But again they denied it. I sent my card bill containing the amounts I deposited in order to play. Even so, with all the data in hand, they deny it. The loot. I didn't get any message about successful verification. I already sent everything. There is nothing else to send. I accumulated by betting the money I deposited, I didn't win any bonus. It's been more than 15 days. Unfortunately, I'm thinking I lost my money, these casinos are scammers who steal from us.

One last thing before we contact the casino. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I can send the proof of the card, but not my driver's license. They have all my details there. I didn't even know I sent it. Cuz it didn't help. I lost you, bread and money. Those bastards got my money. Disappointed.

I sent the receipts and invoice. To the email you provided

Do I understand correctly that you have lost your winnings?

Moreover, please note that I asked for communication between you and the casino and so far I have not received it.

I received an email from the casino stating that they have arranged the payment methods. Today I tried again to withdraw via pix. I'm waiting for the amount to drop into my account

I spoke with them directly through their chat, the conversations are not recorded. Every time I enter the chat with them I had to say the whole problem again, I didn't print the screen. I didn't think it would take this long to resolve this.

Since you managed to request a new withdrawal, I can only recommend that we give the casino some time to process it. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

They denied the loot.

Thank you very much, Leane, for your cooperation. I will now transfer your complaint to my colleague Veronika (Veronika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Leane,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of 20Bet Casino to join the conversation and participate in the investigation of the case. Could you please provide more information about the reasons why you declined all the withdrawal requests made by the player?

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.

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 Curaçao Gaming Authority (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 (veronika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Veronika

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. The casino sent us the following email:

I would like to start by apologizing for the unpleasant situation that has arisen. We appreciate your patience and want to resolve this issue as quickly as possible.

Please contact us with a request for a new withdrawal and we will begin processing it immediately. Your satisfaction and comfort are our priority, and we strive to do our best to restore your trust in our company.

Thank you for your understanding and co-operation. We are available to answer all your questions and assist you with any issue.

Dear Leane,

are you still interested in resolving your issue? Please let us know.

Hello! I want to start by apologizing for the unpleasant situation that has arisen. We appreciate your patience and want to resolve this issue quickly.

Please contact us with a request for a new withdrawal and we will begin processing it immediately. Your satisfaction and comfort are our priority, and we strive to do our best to restore your trust in our company.

Thank you for your understanding and co-operation. We can answer all your questions and assist you with any issue.

I have now withdrawn. I'm waiting for them to deposit the money.

I made the withdrawal. And be able to receive the value. Thank you very much guru for your help. It took longer for them to pay me. I didn't even believe it anymore. Thanks a lot.

I have received the values now. thank you guru team

Dear Leane,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru