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I opened an account at 20Bet Casino and made several deposits via PaySafeCard. I mainly played the Gate of Olympus slot (latest version) and Super Scatter. On [August 13, 2025], I won a total of approximately CHF 14,000, as shown in the screenshots (with the date, time, and game name visible).

After the win and the withdrawal requests, the problems began:

Repeated requests for documents. I've sent all the documents multiple times (ID card, proof of address, etc.). I also have a screenshot of the previous submission.

"Duplicate account" accusation. The casino claimed that my partner was also playing on the same connection, insinuating the existence of a double account. We provided clear evidence that we are two separate individuals, with separate accounts, separate deposits, and independent play.

Change of reason: alleged bonus violation. They later changed their story, saying I had violated the bonus terms, but without providing any concrete evidence (no detailed list with date/time/ID of the games). I'm confident I completed the wager.

Betting limit. I was told that some bets exceeded the limit. If this were true, the system should have automatically blocked such bets (as many reputable operators do). The bet that won me CHF 14,000 was CHF 4.20, which was under the limit.

Balance deduction. My history shows a "balance correction" of -14,249.99 CHF and several declined withdrawals.

No timely response. I repeatedly requested specific proof (date, time, game, and amount of the alleged infringement), but received only generic responses.

⚠ Important note: I have all the screenshots as proof (including winnings, withdrawal declines, and balance adjustments), but I can't upload them here due to the file size. I can send them immediately via email or link if you provide me with contact information or an alternative method.

I believe the casino's behavior is unfair and intended to avoid paying out a legitimate winnings. I am requesting Casino Guru's intervention to ensure 20Bet proceeds with the full payment of the CHF 14,000. I am available to provide any additional documentation or clarification needed.

Thank you,

Gregory Merico

Ho aperto un conto su 20Bet Casino e ho effettuato vari depositi tramite PaySafeCard. Giocavo principalmente alla slot Gate of Olympus (ultima versione) e a Super Scatter. Il giorno [13.08.2025] ho ottenuto una vincita complessiva di circa 14.000 CHF, come mostrano gli screenshot (con data, ora e nome del gioco visibili).

Dopo la vincita e le richieste di prelievo sono iniziati i problemi:

Richieste di documenti ripetute. Ho inviato più volte tutti i documenti (carta d’identità fronte/retro, prova di indirizzo, ecc.). Ho anche uno screenshot che prova l’invio precedente.

Accusa di "account duplicato". Il casino ha sostenuto che dalla stessa connessione giocava anche la mia compagna, insinuando l’esistenza di un doppio account. Abbiamo fornito prove chiare che siamo due persone distinte, con conti separati, depositi separati e gioco indipendente.

Cambio di motivo: presunta violazione dei termini bonus. In seguito hanno cambiato versione dicendo che avrei violato i termini del bonus, ma senza fornire alcuna prova concreta (nessun elenco dettagliato con data/ora/ID delle giocate). Sono convinto di aver completato il wager.

Limite di puntata. Mi è stato detto che alcune puntate superavano il limite. Se fosse vero, il sistema avrebbe dovuto bloccare automaticamente tali puntate (come fanno molti operatori seri). La puntata con cui ho vinto i 14.000 CHF era di 4,20 CHF, quindi sotto il limite.

Sottrazione del saldo. Nel mio storico appare una "correzione saldo" di –14.249,99 CHF e vari prelievi rifiutati.

Mancata risposta puntuale. Ho chiesto più volte prove precise (data, ora, gioco e importo della presunta infrazione), ma ho ricevuto solo risposte generiche.

⚠ Nota importante: Ho tutti gli screenshot come prova (compresa la vincita, i rifiuti di prelievo e la correzione di saldo), ma non riesco a caricarli qui a causa della dimensione dei file. Posso inviarli immediatamente via e-mail o tramite un link se mi fornite un contatto o una modalità alternativa.

Ritengo il comportamento del casino scorretto e volto a evitare il pagamento di una vincita legittima. Chiedo l’intervento di Casino Guru affinché 20Bet proceda al pagamento integrale dei 14.000 CHF. Sono disponibile a fornire ogni ulteriore documento o chiarimento necessario.

Grazie a voi,

Gregory Merico

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 20Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise what bonus you claimed? Can you please share the link for that bonus? 
• Did the casino accept the documents for KYC and verify your account?
• Can you please specify if your partner has her account verified as well, and if she took any bonuses too?
• Do you have access to your game (betting) history? If yes, could you please share the screenshots?
• If you have any relevant evidence that you cannot upload here, please feel free to send it to my email at natalia.b@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Good morning Natalia,

I would like to inform you that I have just replied to your email with all the requested details.

I have attached the full text and several screenshots, so you have all the information you need to review my application.

Best regards,

Gregory

Buongiorno Natalia,

Le informo che ho appena risposto alla sua email con tutti i dettagli richiesti.

Ho allegato il testo completo e diverse schermate, in modo che abbia tutti gli elementi necessari per esaminare la mia pratica.

Cordiali saluti,

Gregory

Dear player, thank you for the emails. I checked the bonus T&Cs and I found this: 

1e. The maximum bet with an active casino bonus is 5 EUR (5 USD/8 CAD/5 CHF/20 PLN/50 NOK/8 NZD/1,700 HUF/10 BGN/125 CZK/30 BRL/4,500 CLP/7,000 KRW/25 PEN/600 JPY/1,000 PKR/500 BDT/400 RUB/400 INR/40 CNY/25 MYR/160 UAH/180 THB/100 MXN/125,000 VND/80,000 IDR/17 GEL/45 HKD/40 HRK/2,500 KZT/100 MDL/300 MKD/85 MVR/300 PHP/25 RON/7.5 SGD/20,000 KHR/100 EGP/3,000 CRC/20,000 COP/60,000 UZS/17,500 MNT/100,000 LAK/10 AZN/5,000 ARS/ 130 HNL/ 210 UYU/ 100 ZAR), unless stated otherwise in special terms for the bonus. Purchasing any game features, including but not limited to respins, will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, 20bet reserves the right to cancel the bonus and the associated winnings. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency.

Our position is closely explained in Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. I have checked your betting history and have noticed 65 bets over a maximum allowed amount of 5 CHF while wagering a casino welcome bonus. Unfortunately, the absence of an automatic notification or bet restriction tool does not remove the responsibility to follow the published rules. For this reason, we cannot uphold your complaint as the casino acted following its T&Cs.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.