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Complaint regarding incomplete payout of winnings

I used the 20Bet platform and made a total of €6,000 in winnings. Of this, €2,000 was cancelled by the operator due to an alleged "technical error".

I consider this measure unjustified and opaque, as despite repeated requests, no clear or comprehensible evidence for this error has been presented to me.

I would like to point out that I have complied with all the platform's terms and conditions and rules of use, and that my account is properly verified. Under these circumstances, I request payment of the outstanding amount of €2,000 or, alternatively, the provision of specific and verifiable evidence to support this decision.

Should a satisfactory solution not be reached, I reserve the right to forward the case to the relevant authorities and consumer protection organizations.

Amount in dispute: €2,000

I expect a timely response and a fair solution to the problem.

Beschwerde wegen nicht vollständiger Auszahlung der Gewinne

Ich habe die Plattform 20Bet genutzt und insgesamt Gewinne in Höhe von 6.000 € erzielt. Davon wurden 2.000 € vom Betreiber aufgrund eines angeblichen „technischen Fehlers" storniert.

Ich halte diese Maßnahme für nicht gerechtfertigt und intransparent, da mir trotz mehrfacher Anfrage keine klaren oder nachvollziehbaren Beweise für diesen Fehler vorgelegt wurden.

Ich weise darauf hin, dass ich alle Bedingungen und Nutzungsregeln der Plattform eingehalten habe und mein Konto ordnungsgemäß verifiziert ist. Unter diesen Umständen fordere ich die Auszahlung des ausstehenden Betrags von 2.000 € oder alternativ die Vorlage konkreter und überprüfbarer Nachweise für diese Entscheidung.

Sollte keine zufriedenstellende Lösung erfolgen, behalte ich mir vor, den Fall an die zuständigen Behörden sowie Verbraucherschutzorganisationen weiterzuleiten.

Streitwert: 2.000 €

Ich erwarte eine zeitnahe Antwort und eine faire Lösung des Problems.

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Hello,

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

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

• Is your player's account accessible to you? Can you log in?
• When did your gameplay take place? When did you deposit and accumulate said winnings?
• 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?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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 Rotariu,

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,
Tomas
Casino.Guru