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Unable to withdrawal – Verification Issue for Egyptian Players (Arabic Documents Are Not supported!!!!)

Dear Casino Guru Team,

I am submitting this complaint regarding 20Bet, which is listed on your website with a Safety Index of 8.1 and clearly states that it accepts players from Egypt.

After registering and attempting to withdraw it got reject after 24 hours of being pending because I need to verify my account , I was informed by 20Bet that identity documents must be in Latin or Cyrillic characters, as they do not support Arabic documents.

This creates a serious issue for Egyptian players.

All official government-issued documents in Egypt are issued in Arabic, including:

National ID

Driver’s license

Utility bills

Bank statements

Mobile service payment confirmations

Since 20Bet accepts players from Egypt, rejecting Arabic documents makes it practically impossible for Egyptian players to complete verification and withdraw their funds.

My passport is expired. Renewing it requires time and significant cost, and it is not a mandatory document in Egypt. Requiring a passport when a valid national ID is available is unreasonable, especially when the casino officially accepts Egyptian players.

I have asked 20Bet the following questions, but I have not received a clear solution:

How can an Egyptian player complete verification if Arabic documents are not accepted?

Do they accept certified translations of Arabic documents?

If Arabic documents and certified translations are rejected, does this mean Egyptian players cannot withdraw their funds?

I registered on 20Bet primarily because of the Safety Index 8.1 shown on Casino Guru, which gave me confidence in the platform. However, this verification restriction directly contradicts what you stated on 20Bet ( Accepts players from Egypt)

I respectfully request Casino Guru to:

Clarify whether this practice is acceptable for a casino listed as safe for Egyptian players

Intervene with 20Bet to provide a practical and fair solution or you must lower there safety index and highlight about players from Arabic countries the site thankfully only accepts there deposits and never process withdrawal for them as they will never be able to verify they accounts !!!

At the moment, I am unable to complete verification and withdraw my funds due to this restriction.

I am requesting your assistance to resolve this matter fairly and ensure that Egyptian players are not placed in a position where they can deposit but cannot verify and withdraw . As the Safty index must be lower and a notification for Arab speaking player not register

Thank you for your support.

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

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. After reviewing the Terms and Conditions of 20Bet Casino, I found the following relevant information regarding verification:

In order to verify the player's account, casino management may request documents (ID, payment systems, utility bills еtc) in Latin or Cyrillic script. Documents must be presented in a form of photo. We don't accept PDF files or scanned documents (if other is not stated). In case the player doesn’t have an opportunity to provide documents in either of the above-mentioned scripts, the casino reserves the right to demand video verification where the player shows his/her documents. Documents will be checked in 48 hours time. You can consider contacting support if you want your request to be processed faster. 

To clarify your situation, I would like to ask:

• Have you contacted customer support to explain that your documents are in Arabic and requested guidance on how to proceed with verification?
• Have you asked whether an officially certified translation of your documents would be accepted for KYC purposes?
• Have you inquired about or been offered the option of video verification?

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

I have requested several times to share a screen recording showing my account, my wallets, and the FAWRY transaction used to fund my crypto wallet. Each time this request was rejected for no valid reason.

You also refused to accept any document format other than JPG, which makes no sense. The requirements you are asking for are technically impossible to meet.

At this point, it feels intentional, as if the goal is to block my withdrawal rather than verify my account.

As Casino Guru, you should seriously review this case and reconsider listing 20Bet as supporting Egyptian players. The current practices clearly make it extremely difficult, if not impossible, for Egyptian users to withdraw their funds.

Dear Veronica,

For your information I registered on 20BET through Casino Guru after reading that 20BET accepts players from Egypt. Based on that I created my account and made several deposits without any issues. Everything worked perfectly while depositing but when I tried to withdraw my winnings I was suddenly asked to complete a verification process that is practically impossible to fulfill. As an Egyptian citizen all official governmental and banking documents are issued in Arabic, so expecting an Egyptian player to provide an ID in another language is unrealistic. I would appreciate your help in resolving this matter with 20BET as this requirement should have been clearly stated before allowing Egyptian players to register and deposit funds.

On top of everything, when I tried verifying my Proof of Deposit, it became absurd. I deposited via my wallet and crypto through OKX. They only accept JPG, so I provided screenshots—one showing the wallet transfer (sender number, receiver number, transaction ID) and another for the crypto transfer (address name, address, transaction ID). Yet, both were rejected " The account owner's name should be visible" Can you tell me how on earth am I supposed to cram that all into one screenshot especially when they won’t accept video or screen recording? What do you call that?

Just to show you the crypto transfer screenshot and ask you clearly how exactly am I supposed to show my name on it? As I already explained to them that (Crypto transactions do not include personal names. The blockchain only records wallet addresses. The only way to link the transfer to my identity is through the exchange account where the withdrawal was made.) Despite explaining this they replied with the most irritating and completely illogical response saying their financial department is very careful with verification due to fraud prevention which honestly makes no sense in this situation.

Dear Veronica , appreciate your kind support please

Thank you for your responses.

20Bet Casino does not include Egypt in the list of restricted countries in their Terms and Conditions. If you were able to access the website without using a VPN or changing your IP address, and you submitted correct personal information, you should be able to play normally. However, verification procedures may require players to submit official translations of their documents so that they comply with the requirements stated in the Terms and Conditions.

To proceed with our investigation, kindly forward me all communication between you and the casino customer support regarding the verification of your account, including the documents you have provided so far that have not yet been approved, to veronika.f@casino.guru. I appreciate your cooperation.

The main reason my account was not verified is that all my official documents are issued in Arabic.

My national ID, bank statement, and utility bills are all in Arabic, including my name and address. This is the official format in Egypt, so providing them in Latin or Cyrillic characters is simply not possible.

As shown in the attached email discussion, this requirement cannot be met. I have already submitted all the requested documents in their official format.

I have also sent screenshots of the submitted documents to your email in JPG format, since your system only accepts JPG files.

Dear Veronica,

Although I first created my complaint here and provided the same documents, and received your feedback in the two comments you posted over the past 10 days, I want to write this message mainly to thank AskGamblers.

From day one, AskGamblers involved 20Bet directly and challenged the unreasonable requests that were being made. Because of their intervention, my account was finally verified using the exact same documents I had already provided earlier.

Unfortunately, I feel that the issue was not fully understood here, which is disappointing for me, especially since I have relied on your platform many times before.

You still have the opportunity to review and properly assess 20Bet and ensure that the rating reflects what actually happened, so that other players are not misled. One of the main reasons I trusted this casino was the rating shown on your site.

Best regards, 

Sherif R. El T.

Dear sheriftoukhy,

Thank you for your update, and I’m glad to hear that your account has now been successfully verified.

At the same time, I’m sorry to hear that you felt our investigation did not fully address your concerns. Please note that our goal is always to gather all necessary information from both the player and the casino before reaching any conclusions, which can sometimes take more time depending on the cooperation and details provided.

We appreciate you sharing your experience, as it helps us better understand potential issues related to verification requirements for players from specific regions.

Before we proceed further, could you please confirm whether your issue has now been fully resolved, including the successful processing of your withdrawal? Or is there anything else you would still like us to assist you with?

Thank you in advance for your clarification.

Dear sheriftoukhy,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru