PROBLEMS WITH WITHDRAWAL 20BET 1,052,100 (page 3)

It sounds strange. Registering and making deposits was very quick. But when I requested withdrawals (I currently have two pending), they asked for an absurd amount of documentation, something I've never seen before. After completing that step, they informed me of the following:

Greetings,

Thank you for bringing this matter to our attention!

While we fully understand your concerns and frustration regarding the waiting time, we would like to inform you that our Security Department is currently conducting a thorough review of your payout request.

This review includes verification of the documents you have submitted, as well as checks of your account activity, in order to ensure the highest standards of security and compliance are maintained.

Once the review has been completed, you will receive an email from our Support Team with further information regarding your payout request.

Thank you for your understanding.

I'm concerned about the huge number of reports from around the world saying that they simply don't pay!

From the message they sent you, it looks like the review is still ongoing and includes both the documents you submitted and a check of your account activity. So at this point, I wouldn't take it as a refusal to pay, although I can understand why the lack of any timeframe is worrying.

I also wouldn't jump to the conclusion that they won't pay based only on reports from other players. Our complaint overview doesn't currently show any unresolved complaints against the casino. That doesn't guarantee how your case will end, of course, but it's worth keeping the situation in perspective.

How long have the two withdrawals actually been pending now? We normally allow casinos up to 14 days to complete a withdrawal, particularly when additional verification or a security review is involved.

One other thing that would be useful to know: do the funds come from casino games or from sports betting? That matters because if the issue later needs to be escalated, our complaint team can deal with casino-related disputes, while pure sports-betting cases fall outside the area we specialize in.

For now, I would leave both withdrawals pending and avoid cancelling them while the review is still in progress.

Good morning,

They clearly want me to give up on the withdrawal. I've been sending documents (including two different proofs of residence) for almost a week now. Today, they asked for the most absurd thing of all: a statement from my business account, which is truly disrespectful.

This is the first time I've ever experienced such a delay and such a lack of respect!

I understand that if this has already been going on for quite some time, it’s probably becoming very frustrating. I don’t think anyone would enjoy dealing with a KYC process that keeps dragging on.

If anything the casino asks you to provide is unclear, or you don’t understand why a particular document is needed, I think the best place to ask is directly in your complaint so everything stays together in one place.

From what you’ve described so far, though, the requests don’t sound particularly unusual for KYC. They may simply be part of what the casino needs before your verification can be completed, and normally you’ll only be able to withdraw once the account is fully verified.

Most importantly, don’t give up on your money. Even if the casino is taking longer than it should, the worst thing you could do now would be to cancel the withdrawal, stop cooperating with the verification, and eventually play the money away.

So please stick with the process and see it through.

Good morning,

Today I had another surprise: 20Bet simply closed my account.

I'm already updating my complaint, but I'm warning everyone: DO NOT USE 20 BET!!!

I’m sorry to hear that.

Hopefully, Tomas will take a closer look at it and we’ll eventually find out what caused the problem.

I assume the casino hasn’t given you any explanation for closing your account so far, right?

They told me they closed my account because of the way I spoke to support and asked me for another document to process my withdrawal. It's completely disrespectful. I hope Tomás can help me!

Oh, this must be a very unexpected and inconvenient turn of events and I too hope that complaint will provide chances for resolution.

Speaking of which, can you provide the document to the casinos or is it also something more out of the ordinary?

This type of document is very unusual. They've asked me again for a photo with my passport in one hand and a sheet of paper with a code in the other. Before that, they asked me for:

• Proof of residence (2)
• Bank Statement (2 different accounts)
• Passport
• Photo with passport in hand

If it were a small amount of money, I wouldn't send the documents, because frankly, they're unprofessional and compromise user security. But it's a considerable sum, and I need it.

Likewise, I do not recommend anyone use 20bet. This is the first time in my life this has happened to me, and after a quick internet search, I realized that other users have experienced similar situations with this company. It's regrettable that they allow it to remain active.

After what you already provided, I can only assume that support could probably give you more concrete specifications so you can provide all that is truly necessary at once and be done with it. Even though I did not see all the communication between the casino and you, I'd say you have been cooperating patiently but the result has not met the expectations.

What I usually consider a bit problematic is especially the last request when you are supposed to provide a photo of yourself holding your passport in one hand and a sheet of paper in the other hand. In my opinion it sounds quite easy in email yet I guess this particular photo needs to be in precise quality so both the passport and the note are readable somehow... I wonder whether more details were provided to you.

Well, if I may share my opinion, I have always favored quick verification calls over such photo exchanges.

Let's see whether this last request resolves the situation.