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Dear Sir/Madam,

I hope this email finds you well.

I am writing to seek your assistance regarding my withdrawal requests on 20bet.com. I registered on the platform on November 22, 2024, and have since completed the necessary verification steps:

• Mobile verification – Approved
• Visa verification – Approved on December 3, 2024
• ID card verification – Approved on December 4, 2024
• E-wallet account verification – Approved on December 9, 2024
• Passport verification – Approved on December 10, 2024
• Photo holding my ID card (with number 971125) – Approved on March 10, 2025

I have submitted all required documents as requested for my withdrawals. However, I have faced repeated issues with unsuccessful withdrawal attempts:

1. $600 – Requested on December 1, 2024 (Unsuccessful)
2. $1,200 – Requested on December 6, 2024 (Unsuccessful)
3. $1,200 – Requested on December 9, 2024 (Unsuccessful)
4. $1,500 – Requested on December 12, 2024 (Unsuccessful)
5. $200 – Requested on March 8, 2025 (Unsuccessful)
6. $400 – Requested on March 9, 2025 (Unsuccessful)
7. $300 – Requested on March 12, 2025 (Initially approved, then returned to my account)

For my latest withdrawal attempt, I received an email confirming that my request had been approved. However, instead of receiving the funds, the money was returned to my 20bet.com account. Each time I attempt to withdraw, the amount is reversed back.

After researching online, I found that other users have experienced similar issues. I also came across Radka, Social Media & Community Specialist from Casino.guru, and her team, who have helped others in similar situations.

I would truly appreciate your assistance in resolving this matter so that I can successfully withdraw my funds. Please let me know if any further information or action is required from my side.

Thank you for your time and support. I look forward to your response.

Best regards,

Jacop

Hello Jacop,

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

• Could you please advise what payment method did you try to withdrawal with?
• Have you tried to use a different withdrawal method?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Nick,

Thank you for your response.

Yes, I have already attempted withdrawals using my Debit Visa, Sticpay, and Cryptocurrency after all my documents were approved. However, I encountered the following message for Cryptocurrency:

"Withdrawals to crypto wallets are only available if the winnings were obtained from the previous deposit made in cryptocurrency. Otherwise, this method is not supported for payouts. Please use another payment method to request a cashout."

I have also contacted the 20bet support team 2 times (Nathan suggest to upload all documents requested, and Malcolm suggested to upload photo holding ID and number 971125). Despite following their instructions and providing all the necessary documents, I have already done this, and my withdrawal status remains unchanged.

I would appreciate any help or guidance you can provide to finally resolve this matter. Looking forward to your response.

Best regards,

Jacop

Dear Nick,

Please find my response below:

• I have tried the following payment methods: Visa card, Sticpay, Muchbetter, and Binance Coin.
• Yes, I have attempted all of these methods.
• Today, I tried to withdraw again using Sticpay e-wallet and Visa card. Unfortunately, I am still facing the same issue where the money returns to my account. I contacted the 20bet support team through online chat and spoke with Wilson regarding the payment. He mentioned that he has forwarded my request to his team, but I have not yet received any response.

Have a great weekend.

Best regards,

Jacop

Thank you Jacop for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Jacop,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to see if I can help.

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

Dear 20Bet Casino,

Could you kindly elaborate on the reasons behind the failed processing of the player's withdrawal requests? Which payment method the player can use is guaranteed to work, and the player will receive their withdrawals? If there are any factors that have played a role in this situation and are not suitable for public disclosure, kindly forward them to me at michal.k@casino.guru.

Hello!

There was a technical issue on the payment provider's side, but it has now been fully resolved. All transactions are being processed as usual.

Thank you for your understanding! If you have any further questions, please don’t hesitate to reach out—we’re happy to assist.

Hi 20Bet teams,

Since you have found the issue with withdrawals, could you please let us know what the problem was and what has been fixed?

Thank you

The technical issue occurred on the payment provider’s side, not ours, so we may not be aware of all the details. We regret the delay and appreciate your understanding. We are glad that everything has now been successfully resolved and your payment can be processed. If you have any further questions, we are always happy to help!

Thank you for your response, 20Bet Casino.

Dear Jacop,

Could you kindly confirm whether you have received the funds this time?

Dear Jacop,

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.

Hi Michal,

I am extremely frustrated with the late and unprofessional service at 20bet that canceled my withdrawal. This has caused me wasted of time and money. As a result, I have rated 20bet as a scam. I do not even try.

Dear Jacop,

I can understand your far from ideal user experience with the whole situation; however, sometimes unexpected technical issues on the payment provider side can occur. It's nearly impossible to predict this. The casino team could have shown a more pro-customer approach, but to be honest, we cannot blame them that they are made aware of any such issues only when their customers inform them.

As was later evident from the casino team's response above, they have investigated the issue with their payment provider and, considering the circumstances fixed the issue quite promptly.

I can understand that you would have preferred an even more swift resolution, but this is sadly not always possible due to various reasons.

Now, to clarify, do I understand correctly that you have lost your funds by further gameplay? Did you have any funds left that you want to withdraw from your casino account?

Do you require our assistance with anything else?

Dear Jacop,

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.

Hi Michal,

If you believe 20Bet is doing a good job, please check other withdrawal requests.

If you think the payment process should not take 7 days, all the requests from your side have been provided, and the result is the same.

I have submitted all required documents as requested for my withdrawals. However, I have faced repeated issues with unsuccessful withdrawal:

$600 – Requested on December 1, 2024 (Unsuccessful)

$1,200 – Requested on December 6, 2024 (Unsuccessful)

$1,200 – Requested on December 9, 2024 (Unsuccessful)

$1,500 – Requested on December 12, 2024 (Unsuccessful)

$200 – Requested on March 8, 2025 (Unsuccessful)

$400 – Requested on March 9, 2025 (Unsuccessful)

$300 – Requested on March 12, 2025 (Initially approved, then returned to my account)

You can check from time to time I have requested for withdraw,

I no longer request again, and I spent it for fund for now.

Thanks

Dear Jacop,

As I mentioned previously, I empathize with the frustrating experience you've had in this situation. Unfortunately, technical issues with payment providers can happen unexpectedly, and it's very difficult to foresee these issues. While I can agree with you that the casino team could have taken a more customer-focused approach, it's important to recognize that they often only learn about these problems when customers bring them to their attention.

I completely understand your desire for a much quicker resolution, but unfortunately, there could be several factors that can make that difficult at times; thus, the player's patience is crucial.

If you choose to continue playing instead of waiting for the resolution and end up losing your funds, I regret to inform you that there is sadly nothing that can be done anymore. I completely understand that most likely this decision might stem from your frustration with the withdrawal issue, but if the funds are lost due to your own choice, there is nothing that can be done anymore.

I wish I had better news to share.

Do you require assistance with anything else, or can I proceed to close this case?

Dear Jacop,

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.

Dear Jacop,

While it appears that the matter has been clarified, we have not received any further confirmation from you regarding this or if you require additional support. Regrettably, we must proceed with rejecting this complaint. I would like to thank the casino team for their cooperation.

Please feel free to reach out to us if you encounter any problems with this or any other casino in the future, and we will do our utmost to assist you.

Best regards,

Michal

Casino Guru