20bets Casino - Player struggles to complete video verification for withdrawal.

Hi

I played and won at this casino.

Didnt have any problems got told to verify and could upload ID and address documents.

Then i got an email from kyc@20bets.com tell me to upload a video verification with id and a paper with information on and to tell the info written out loud.

Okey its annoying but i do it anyway, so i make the video and try to send to their email but i got an error message saying either the email dont exist or they cant receive emails.

I contact support and tell them this and they say nothing is wrong from their side and i have to clear cache, i do it and still same problem.

I ask why i cant upload in my profile like i could with id and address and didnt get any answer about that.

I ask if i can upload in the chat and they say i cant.

I ask them for another email to send the video to and at first they dont want to give me another email address but after some back and forth they give me the address support@20bets.com and i send email and no error message so i tell them this and they claim they havnt received an email from me.

I ask them to send me an email from support@20bets.com and they dont want to do it, very wierd because that would prove some stuff.

After alot of back and forth they say the kyc depaprtment will send another email to me and they choose to send to me from the kyc@20bets.com email and i tried to answer that email but error message again.

I ask them to send me an email from support@20bets.com and they basicly answer fast that they have provided how to verify and they close the chat on me.

Its pretty obvious they dont want to get this resolved because else they could just take the video in the chat window or let me upload it in my 20bets account or just send me an email from the other email they provided support@20bets.com.

I will send you the chat transcripts and you will easily see that im doing all in my power to send them this video but they do everything they can to not receive it.

Dear eiddmark,

Thank you very much for submitting this complaint. I'm very sorry to hear about your problem with 20bets Casino. Please allow me to ask you a few questions to make sure I understand the situation completely.

Could there be any problem with the size of the video? Were you able to contact the casino KYC department via their email without any attached files? If so, did you receive the same error message?

Please forward any relevant communication regarding this issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

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

Well i tried to send the video to my other email and was no problem. and also tried to send email to kyc@20bets.com without video and failed also.

What made me doubt that what they say is true is the fact that the refused to send me an email from another email address, since that would confirm that their email is blocked from receiving emails.

Ok i will forward the chat transcript to you and also the email the sent me and my failed attempts to answer

Veronika did you receive the chat transscript?

Thank you very much, eiddmark, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok thanks.

Maybe you guys can also send them an email to see if the same error message comes up?

Dear eiddmark,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will try to send an email to the casino support to see if it works.

We would like to invite 20bets Casino to join the conversation.

Dear 20bets Casino,

Are certain email providers somehow banned by you? Are your official email addresses support@20bets.com and kyc@20bets.com set to receive even larger files? (Videos are quite often larger than 10MB which is the usual standard email or attachment size)

Sorry i totally missed that there was an answer.

So have you been able to contact them by email or do you get an automated fail message also?

Dear eiddmark,

I have sent an email to both support@20bets.com and kyc@20bets.com. Although I have also received a failed delivery notification from kyc@20bets.com the casino support team has answered me the following...

Did you receive any update from the casino in regards to your verification?

Yes they sent the cash to me yesterday 🙂

Thanks alot for the help Casino.Guru

Dear eiddmark,

That's great news. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru