The player from Norway is struggling with an additional video verification step after successfully depositing money. The provided email for verification appears to be invalid as the video emails bounce back. The player's most recent withdrawal request was declined due to this issue. Player’s complaint has been resolved successfully.
20bets Casino - Player struggling with video verification at 20Bets Casino.
Amount: 11,300 kr
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
1 year ago
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1 year ago
Hi after completing normal kyc i could make succesfull deposits and withdrawals, after building my balance to 985 euro they requsted video vertification to kyc@20bets.com i sent the video to this email, but i get an automated msg from gmail, saying that this email dosent exist or cant receive emails, i talk to livechat and sent the video to support@20bets.com 4 days ago now and i reuested a new withdrawal thinking it had been approved but it got declined and got another email saying to send video, talk to livechat again and they say i need to send video to kyc@20bets, but same issue occurs, they said the video has not been received and are looking into the issue, please help!
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1 year ago
Dear danliho,
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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that uploading the verification video 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
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1 year ago
Dear danliho,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, danliho, 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
