20bets Casino - Player's visa verification and withdrawal are delayed.

Hi,

I want to withdraw 7000 euro from my account at 20 bets casino. They ask for visa verification and I have sent photos (back and front) of my visa on several occasions. To support email and kyc email. They keep saying that they have not received anything and I need to send verification. This goes on and on. When I approach them on live chat they sometimes ignore me and stop answering. Most of the time they say that I should send an email to kyc@20bets.com. Or they will be back shortly. Then nothing happens. I succed in getting one answer from kyc@20bets.com yesterday. A person named CODY wrote me:

Dear Thomas,

I hope this email finds you well.

For security reasons, please provide photos of the front and back sides of the following card: 457115XXXXXXXX22.

You can hide the middle digits but please make visible: the first 6 and the last 4 digits; your full name and the expiration date.

If any of this information is unavailable, kindly provide a bank statement containing at least the last 4 digits of the card and your name.

Have a great day!

Best Regards,

Cody

-----

I answered and sent the photos of the visa verification once more.

But no reply. I am aware that it has not been going on for many days, but it is a complete dead end. They either ignore me og cut me off.

I would appreciate some guidance and some "muscles" to help me out.

I have taken screenshots on several chats.

Thanks in advance and kindly regards from

Thomas

Hello Boiski123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 20bets Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thanks for helping with this

Proof of identity + proof of address has been approved around the 1st of may.

The Visa verification has only been going on since around the 4th of may. They frustration is based on the same emails wanting me to send visa verification and chats were I am being cut off or told the same thing over and over again.

The documents that needs to be verified is photos of my visa - front & back.

Best, T

Hello Boiski123,

As the verification may take up to 14 days, I would recommend to wait at least until the end of this week. If the issue would still persist, please let us know.

Hi, I understand. But they keep saying they haven’t received anything and their kyc mail is not working. Yesterday I was on their live chat and he told me they dont receive anything when I sent email.

When you send to kyc@20bets.com it says failure. Their support mail works fine but they keep saying that I need to send to kyc. Very frustrating.

Hello Boiski123,

Have you been able to make any process in the verification since? If not, we will try to intervene.

Hi Nick,

Unfortunately not. The same thing happens every time. They insist on kyc@20bets.com but that mail says failure every time you sent. I have reached out several times with that issue, but they keep saying: "our team will contact you", "you have to try again" etc. It's a dead end.

I just been on the chat for 90 minutes. They wanted me to sent from another email instead - so I did. This time they finally confirmed that they got the visa photos and received the email. But I needed to send one more email with ID in order to change my profile to the new email. So I did. But now they suddenly don't receive my emails. It is absurd. They confirmed that there was issues with the kyc email. So I wrote to their support mail.

Thank you Boiski123 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Boiski123,

I've just reviewed your case and am sorry to hear about your struggles with verification of your card. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 20bets Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if kyc@20bets.com is the correct email to which players should send documents for verification? According to Boiski123, they got an error, and your live chat was informed about it but suggested no alternative ways. Would you please come up with any other methods the player can use to submit their documents?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hi Natalia & Nick

The withdraw FINALLY came through. What a hazzle to get there. Thank you for the backup. I appreciate it.

all the best,

Boiski123

Dear Boiski123,

Thank you for the updates! I'm glad to hear that you have finally received your withdrawal 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,

Natalia

Casino.Guru