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I played at 20bet yesterday, I deposited the money through payzy, however, in the past I had also used a mastercard. I won the amount of €1100 and went to withdraw via bank transfer. It was canceled and they asked me for verification, I sent all the documents and it continues to be rejected. They say they want the card back and forth, I explained to them that it is virtual, however, I downloaded the proof from payzy that it belongs to me and still nothing

Έπαιξα στην 20bet χθες τα λεφτά τα έκανα κατάθεση από payzy παρόλα αυτά στο παρελθόν είχα χρησιμοποιήσει και mastercard. Κέρδισα το ποσό των 1100€ και πήγα να κάνω ανάληψη μέσω τραπεζικού εμβάσματος. Ακυρώθηκε και μου ζήτησαν επαλήθευση έστειλα όλα τα έγγραφα και συνεχίζεται να απορρίπτεται. Ζητάνε λέει την κάρτα μπρος πίσω τους εξήγησα ότι είναι virtual παρόλα αυτά κατέβασα απ' την payzy το αποδεικτικό ότι ανήκει σε μένα και ακόμα τίποτα

Dear Xarapapa8,

Thank you very much for submitting your complaint.

I’m sorry to hear about the trouble you’re experiencing with your withdrawal and verification at 20Bet. To better understand your situation and find a way to assist, I’d like to ask a few more questions:

• When exactly did you submit your documents for verification, and how many times have they been rejected?
• Did the casino provide any specific reason for rejecting them, or do they simply keep requesting the same information?
• Could you clarify what type of proof you provided from Payzy? For example, did it include your name, transaction details, and confirmation of ownership?
• Have you asked the casino whether there is an alternative verification method if the card is virtual and cannot be physically presented?

Please forward any relevant communication from the casino to petronela.k@casino.guru, including screenshots of their responses and the proof you submitted. Your cooperation is crucial in helping us assess the situation and advocate on your behalf.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Thank you for looking into my issue, after talking to a representative I was able to withdraw the money.

Ευχαριστώ που εξετάσαμε το ζήτημα μου μέτα από συζήτηση με έναν εκπρόσωπο τους κατάφερα να αποσύρω τα χρήματα

Dear Xarapapa8,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru