The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
20bets Casino - Player’s struggling to complete the account verification.
Amount: €160
20bets Casino
Safety Index:Above averageSafety Index
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7.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
My payout keeps getting rejected with the reason: "Please upload bill for phone number that you have used for Dimoco deposits with owner's name and phone number visible"
Although I have now uploaded this 4 times and it has also been approved and the payout was still working 3 days ago
And from the live chat I keep getting the same statements... please for a solution
Automatic translation:
Public
Public
2 years ago
Dear neo96,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hello Petronela
In the meantime I got a new request to verify myself
This time they want a photo of me holding my passport, I sent them this photo and I'll wait again to see if it fits
Automatic translation:
Public
Public
2 years ago
Translation
Hello, can you close the case?
Suddenly the payment worked again.
Thank you anyway
Automatic translation:
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, neo96, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
