The player from Germany had won €14,000 and despite having successfully verified his account and his withdrawal request being given priority, he hadn't received the winnings. After the Complaints Team had advised him to wait for at least 14 days for the withdrawal process to be completed, the player confirmed that he had received his winnings. Consequently, we had marked the complaint as 'resolved'.
20bets Casino - Player's withdrawal is delayed.
Amount: €14,000
20bets Casino
Safety Index:Above averageSafety Index
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7.4
20bets Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
9 months ago
Translation
Hello everyone, two days ago I won €14,000. I have submitted all the documents required for the verification process and they have been approved. I am withdrawing money onto the same MasterCard credit card that I used. I have tried to contact the live chat support and complaint division, and have been writing emails to the VIP section as well. They are telling me to wait and that my request has been given priority, but nothing has happened. Can you help me understand what should I do?
Automatic translation:
Public
Public
9 months ago
Dear szyma98,
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,
Kristina
Public
Public
9 months ago
Translation
Hello, everything is fine. Money is there. Thank you
Automatic translation:
Public
Public
9 months ago
Dear szyma98,
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,
Kristina
Casino.Guru
