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Dear Mateusz,

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. Do I understand correctly that your winnings have been cancelled due to a failed account verification? Did you receive any explanation from the casino why the verification has been unsuccessful?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Good day. The casino does not provide any explanation. He just constantly asks for new photos of documents. After the 4th download, I refused to send anything.

Thank you very much, Mateusz, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Mateusz,

I'm Nick and I'll be helping you with your case from now on. I would like to ask 20Bet Casino to join us and help us resolve the player's issue.

Dear Mateusz,

Unfortunately, we haven't hear from the casino yet. Could you please advise if the issue still persists? I would like to ask the casino to respond to us within the next 7 days otherwise the complaint will be closed as unresolved, which may affect the casino's rating.

Dear Mateusz,

We still haven't receive any answer from the casino and as the timer run out we will be now forced to close the complaint as unresolved as the casino was non-responsive for over 2 weeks. I'm really sorry that we could not help you more but please do not hesitate to tontact us if you will come across any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru

We’ve reopened this complaint at the request of 20Bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello, we apologize for the long reply.

Regarding the problem with withdrawal, according to the rules of our casino, we do not give winnings from fiat to crypto. Reasons for account closure are fake documents and illegal verification. In our terms and conditions, there is a clause KYC and verification section, which we resorted to due to fake documents: If the player fails to complete the required verification procedure within two weeks, the account will be permanently closed and the winnings confiscated.

Dear 20Bet Casino,

Would it be possible to forward evidence of those fake documents to nikolas.b@casino.guru?

Good afternoon, we would like to ask the player to give us permission to distribute his personal data to third parties, in this case representatives of Casino Guru. We can't provide proof that the documents are forged because we don't have permission from the player. 

Dear Mateusz,

Would it be possible to forward the documents you sent to the casino for the verification to nikolas.b@casino.guru for further review?

Dear Mateusz,

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.

The complaint will be now prolonged due internal communication regarding the case.

After further communication, we have decided to close the complaint as unresolved. Even though the player did not respond, it was not likely possible he will after such a long time. On the other side, we did not receive the requested proof from the casino. We understand that the player's data can't be shared in all situations, but the case it not resolvable after 2 years.

We have reopened the complaint at the casino's request. After reviewing the evidence they have provided regarding the player's verification status, we have determined that the complaint will be closed as rejected due to a breach of the casino's terms and conditions by the player.

Thank you for your understanding.

Best regards,

Nick