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.

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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.