20Bet Casino - Pelaajan kotiutuspyyntöjä peruutetaan toistuvasti.

Hello,

I've been trying to make a withdrawal for months but every time it gets canceled. Even though I've verified my ID, adress, bank card, selfie etc they keep asking for documents, sometimes the same that I've already sent and got approved.

It's like I'm stuck in a circle, where I send the requested document, it gets approved, I try to make a withdrawal then it just gets canceled and they ask for something else.

I don't know what to do, can you help me please.

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 does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents have you provided to the casino for the KYC verification, and when exactly did you provide the last one?
• Which of your documents are still pending verification in your account?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• When was the last time the casino communicated with you regarding the withdrawal of your winnings, or the verification of your account?

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

Hi,

I've provided them with pictures of my passport, a selfie holding my passport and a piece of paper with specific numbers, pictures of my bank card and proof of adress. All documents were verified and approved. The last email I received from them was yesterday when they canceled my withdrawal and again asked for ID and proof of adress, something I've already sent them and got approved.

I never used any bonus. The last document I provided them with was the selfie 4 days ago which was approved.

Kind regards

David

Thank you for your reply. Please forward me the most recent communication between you and the casino customer support regarding the verification of your account and the delay in processing your payment at veronika.f@casino.guru.

Also, please specify the types of games you played to accumulate your winnings. Were they slots, live casino games, or sports betting?

Hello,

Thanks for your reply. I've sent you an email.

Kind regards

David

Thank you for your email.

Could you also please forward me the proof of address that you most recently submitted to the casino for your account verification?

Additionally, please include a screenshot of your casino profile so that we can verify whether the address listed in your profile matches the address shown on your documents.

Hello,

Thank you for your reply. I've sent you an email.

Kind regards

David

Dear dawwe92

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear dawwe92,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from 20Bet Casino to join this conversation and assist in addressing the complaint.

Dear 20Bet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello dawwe92,

We are sorry to hear that you have faced difficulties.

According to the information available to us, you have not submitted a withdrawal request for more than a month. We can also see that the documents requested during the latest review have not yet been provided.

To continue the process, please upload a recent proof of address and an alternative ID document as requested.

Once the required documents are provided and reviewed, you will be able to proceed with the withdrawal of the available balance.

Thank you for being so cooperative.

Dear dawwe92,

Thank you for your response.

Could you please follow the casino's instructions and provide the requested documentation so that the verification process can be completed?

Once you have submitted the required documents, please let us know so that we can continue reviewing your complaint.

I look forward to your response.

Hello,

I've uploaded the requested documents now.

Kind regards

David

Dear 20Bet Casino,

Thank you for your continued cooperation.

The player has confirmed that they have uploaded the requested documentation.

Could you please review the submitted documents and let us know the outcome of the verification? If the documentation is sufficient, we kindly ask you to proceed with processing the player's withdrawal. Should any additional information be required, please specify exactly what is missing.

I look forward to your response.

Hi,

The documents have been approved but the withdrawal has been stuck in "pending" for three days.

Kind regards

David

Hi dawwe92,

Thank you for the update. Could you please let us know whether the withdrawal has now been processed and whether the issue has been resolved?

If it is still pending, please confirm the current status so we can look into it further.

Hi,

The withdrawal is still pending.

Kind regards

David

Dear 20Bet Casino,

Thank you for your response and for your continued cooperation.

The player has confirmed that the submitted documents have been successfully approved. However, according to the latest information, the withdrawal is still pending.

Could you please investigate the reason for the delay and let us know when the withdrawal is expected to be processed? If there are any outstanding issues preventing the payment, please specify exactly what they are so that the player can address them without further delay.

I look forward to your response.

Dear dawwe92,

Please contact our support team regarding this matter. They will be happy to assist you, and everything should be resolved without any issues. At this time, we have no further questions or requests for you.

Dear 20Bet Casino,

Thank you for your response.

We would like to resolve this matter as soon as possible. Could you please investigate the reason for the delay and let us know when the player's withdrawal is expected to be processed?

I look forward to your response.

Dear dawwe92,

In the meantime, could you please contact the casino's support team to see whether they are able to assist in resolving the issue or provide any additional information regarding the pending withdrawal?

Thank you very much in advance.

Dear Stefan,

We have investigated the case and confirmed that the player’s withdrawal was failing due to a technical issue.

We sincerely apologize for the delay and any inconvenience caused. The relevant team is handling the matter, and we hope the situation will be resolved shortly.

Dear 20Bet Casino,

Thank you for your response and for investigating the matter.

We appreciate the clarification that the player's withdrawal has been delayed due to a technical issue. We kindly ask you to keep us updated on the progress and to let us know as soon as the issue has been resolved and the withdrawal has been successfully processed.

We hope this matter can be resolved as soon as possible.

I look forward to your response.

Dear Matej,

As far as we can see, the player’s latest withdrawal was successfully processed on July 30. The account remains open, while the remaining funds are still held in the balance and have not been submitted for withdrawal.

Dear dawwe92,

I hope this message finds you well.

Could you please let us know once you have requested the new withdrawal?

I look forward to your response.

Hi,

I can confirm that I've received the first withdrawal. I'll update you again once I've received the rest of the funds.

Thank you very much for your assistance!

Kind regards

David

Dear dawwe92,

Thank you for your response.

Could you please let us know how much you have successfully withdrawn from the casino so far and what amount still remains to be withdrawn?

I look forward to your response.

Hi,

I've successfully withdrawn 500EUR so far. There is 9,611EUR remaining.

Kind regards

David

Dear dawwe92,

I have reviewed the casino's Terms and Conditions, and according to the published withdrawal limits, you should be able to request withdrawals of up to €4,000 per day, €10,000 per week, and €40,000 per month.

Could you please let us know whether you are able to submit a withdrawal request for €4,000 through your account?

I look forward to your response.

Dear Stefan,

I can confirm I've received all the funds now. Thank you so much for your help!🙂

Kind regards

David

Dear dawwe92,

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 https://www.trustpilot.com/evaluate/casino.guru. 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,

Stefan

Casino.Guru