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Hello, I'd like to let you know that the same thing happened to me as another user who read: they didn't want to pay their winnings. I've made three deposits at 20bet, the last two of which were through Mercado Pago. And they're denying me the withdrawal. I've already sent the deposit receipt, photos of my ID, and everything else they asked for, and they're still rejecting me and not paying me.

Hola me gustaría comentarle que me pasó lo mismo q a otro usuario lean que no le querían pagar su premio. Yo eh echo tres depósitos en 20bet de los cuál los últimos dos fueron por mercadopago. Y me niegan el retiro del dinero. Ya envié la factura de depósito del y las fotos de mi DNI y todo lo queme pidieron y aún así me siguen rechazado y no me pagan.

Dear Marcela.1986,

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

• Have you made any successful withdrawals before?
• Have you received any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello, no. I've never been paid my earnings. I've made more than four deposits, the last two of which were through MercadoPago. And they're asking for proof of Astroply. I don't think it's necessary because the deposit or withdrawal must be made through MercadoPago. Since I sent the receipts, some were accepted, while others weren't.

Hola no. Jamás me pagaron mis ganancias llevo más de 4 depósitos y lo cual las dos últimas fueron de MercadoPago. Y me piden comprobante del Astroply. Lo cual considero q no es necesario porque el depósito o la retirada debe ser por mercado pago. Ya que yo envié los comprobante algunos fueron aceptado y otros no.

And I don't know what they rejected, and I don't know what they approved either, since they won't let me see it. And every time I write to customer service, they tell me they can't help me. It's the financial agents' problem.

Y lo que rechazaron no se cuál serían y lo q aprobaron tampoco ya que no me dejan ver. Y cada vez que le escribo a los de atención al cliente me dicen que ellos no me pueden ayudar. Es cosa de los agentes financieros.

And regarding bonuses, no, I've disabled the bonus feature. Because I play at other casinos and I know the rules: you can't withdraw while bonuses are active. And I've never had any withdrawal issues with the other casinos where I have my account. And data validation was easier, and they never asked for ID photos. Just like 20bet did. And they should ban players from asking for ID photos. Since they now have all our personal information. For example, bank accounts, email addresses, cell phone numbers, first and last names, date of birth, and age. They know more than they should. And they still don't pay the user what they're owed.

Y con respecto a los bono. No, yo tengo desactivado la función de bonos. Porque juego en otros casinos y se las reglas q no se puede retirar mientras haya bonos activos. Y con los otros casinos dónde tengo mi cuenta jamás tuve problemas de retiro. Y la validación de datos era más fácil y nunca me pidieron fotos del DNI. Cómo si hizo 20bet. Y deberían prohibirle que a los jugadores le pida fotos del DNI. Ya que pasan a tener todo nuestros datos personales. Ejemplo cuentas bancarias correo electrónico número de celular nombre y apellido fecha de nacimiento y edad. Saben más de lo que deberían saber. Y de todas maneras no pagan lo que corresponde al usuario.

Thank you for your reply, Marcela.1986. Do I understand correctly that you haven't submitted all the documents requested by the casino? Could you please advise which documents you have already provided?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Marcela.1986,

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,
Kristina
Casino.Guru