The player from Singapore had requested a withdrawal of 3254 euros but received only 476 euros after being informed that he did not respect the casino's conditions. The remaining 2777 euros were withheld, and the casino had not responded to further inquiries. The issue was resolved by the Complaints Team, which clarified that it could not address complaints related to sports betting, leading to the rejection of the complaint.
20bets Casino - Player’s winnings have been voided.
Amount: €2,777
20bets Casino
Safety Index:Above averageSafety Index
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7.4
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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2 months ago
Hello, as soon as I asked for my withdrawal of 3254 euros they sent me an email telling me that I didn't respect their conditions. They only paid me 476 euros out of the 3254 euros and kept 2777 euros. I did respect their conditions though. And they don't answer me anymore, I had deposited 1500 euros of my own money.
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2 months ago
Dear Dinho13500,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Did you accumulate your winnings with or without a bonus?
What types of games did you play? Were they slots, live casino games, or did you only make bets on sports?
Could you please specify if you passed the full KYC verification?
Please forward me the email you received from the casino after your winnings were confiscated at veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Hello , Thank you for your reply.
So all the winnings were accumulated without any bonus and only in sports betting. I did not see any kyc validated because they directly closed my account when I requested a withdrawal.
Sincerely
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2 months ago
Thank you for the update.
As you may know, Casino.Guru focuses on complaints related to online casinos only. I understand that this must be frustrating for you, but unfortunately, we don’t have the necessary insight to handle issues related to sports betting. Therefore, I will have to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
