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This casino in question after sending all the documents they asked for, I asked for a withdrawal which was always denied, I spoke to support and they always told me the same thing, for me to send them photos of my debit/credit card by email with which I had made the deposit, I sent them, then they replied saying that because of the security policy they could not accept the decomments by email, for me to upload them to the site, which I had already done, I replied that I had already done this, and they replied that I should upload photos of the credit/debit card to the site and I did it again, the decomments were approved, I asked for a withdrawal again and I was denied again, I spoke to support again and the replies to the emails were always the same, then they blocked my access to their site until now I can't access it and I have a withdrawal being processed which I can't find out the status of

Este casino em questão depois de enviar todos os decumentos que pediram, pedi um saque este sempre me foi negado, falei com suporte e eles sempre me diziam o mesmo, para eu lhes enviar fotos do meu cartão de débito/crédito por email com que tinha feito o depósito, eu lhes enviava, depois respondia a dizer que por causa da politica de segurança não podiam aceitar os decomentos por email, para eu os carregar no site, coisa que eu já tinha feito, eu respondia que isso já tinha feito, e eles respondiam para eu voltar a carregar no site fotografias do cartão de crédito/débito e eu voltava a fazê-lo, os decomentos eram aprovados eu voltava a pedir um levantamento e era me negado novamente, voltava a falar com o suporte e as respostas do emails eram sempre as mesmas, depois bloquearam o meu acesso ao site deles até ao momento não consigo aceder e estou com um levantamento a ser processado ao qual não consigo saber o status

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 20bet casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• Have you always used payment methods in your name when depositing in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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,

Tomas

Dear BrunoRodrigues,

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.

I deposited money on 20Bet using a Revolut disposable virtual card on August 18, 2024.

When I later tried to withdraw my funds, the casino repeatedly requested verification documents related to the card used for the deposit.

I provided:

The casino initially asked me to send documents by email, then later stated they could not accept them by email and requested uploads through the website, which I had already done multiple times.

Despite complying with every request, my withdrawal was continuously rejected without a clear explanation.

Later, my account was blocked and I can no longer log in to check the status of my withdrawal or access my account.

The main issue is that the casino continues to request a "card confirmation" document that cannot exist because Revolut disposable virtual cards are automatically deleted after use. Revolut officially confirmed this to me.

I believe I have provided sufficient evidence proving ownership of the deposit and I am requesting assistance in resolving this issue and receiving my withdrawal.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear BrunoRodrigues,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas