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My account has been suspended after I attempted to make two withdrawals, one for $40,000 and one for $50,000.

Several days ago this happened and no one has contacted me. The Chat page only gives me evasive answers.

Me han suspendido la cuenta luego de que intente realizar dos retiros, uno de $40.000 y otro de $50.000.

Hace varios dias que sucedio esto y nadie se ha comunicado conmigo. el Chat de la pagina solo me da respuesta evasivas.

Dear gabrielfabiano10,

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 were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance 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,

Tomas

*I was a casino player for approximately 30 days and the account was suspended on 04/5/23

*I found out when I tried to enter the site

*played slots

*The balance was obtained without any bonus.

*Fui jugador del casino aproximadamente durante 30 dias y la cuenta fue suspendida el 5/04/23

*Me entere cuando intente ingresar al sitio

*Juagaba tragamonedas

*El saldo lo obtuve sin ningun bono.

Could you please specify what answers you've received from the casino? Please send any relevant chat transcripts or emails to my email address at tomas@casino.guru Alternatively post them here.

They never answer anything on time or provide any information that is useful and makes one rest assured that this is a serious process.

The last thing they sent me was this:

Dear player,

We appreciate your patience, however, at this time, we are unable to provide any additional timelines or information regarding the investigation. As soon as there is news about the result, you will receive an email.

Hoping for your understanding.

Nunca contestan nada puntual ni brindan alguna información que sea útil y haga que uno se quede tranquilo de que esto es un proceso serio.

Lo ultimo que me enviaron fue esto:

Estimado jugador,

Agradecemos su paciencia, sin embargo, en este momento, no podemos proporcionar ningún plazo ni información adicional sobre la investigación. Tan pronto como haya noticias sobre el resultado, recibirá un correo electrónico.

Esperando su comprensión.

Thank you very much, gabrielfabiano10, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello gabrielfabiano10,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 20Bet Casino to join the conversation.

Dear 20Bet Casino,

Can you please provide more information on why the player's account has been blocked? If the information can't be shared publicly please sent them to my email michal.k@casino.guru

They will not answer, they are DELINQUENTS.

Without any explanation or detail, they sent me an email with the following.

Dear player,

We sincerely appreciate your patience thus far.

Please note that during security screening, we identified fraudulent activity on your account.

We inform you that according to our Terms and Conditions:

"The website is not a financial institution and therefore should not be treated as such. Your account will not bear any interest and no conversion or exchange services (including fiat-crypto exchange) will be offered at any time."

Therefore, we were forced to close your account and confiscate all the funds present in it. Please note that this decision was made by the Casino management and is not subject to further consideration. We would like to remind you that you have accepted our Terms and Conditions by registering.

Please note that if we find out in the future that you have opened any new profiles at our Casino, they will also be closed and all funds will be confiscated.

You can fully familiarize yourself with our rules at the following link:

https://20bet.com/information/terms-and-conditions

Hoping for your understanding.

No van a contestar, son unos DELINCUENTES.

Sin ninguna explicación ni detalle alguno me enviaron un mail con lo siguiente.

Estimado jugador,

Agradecemos sinceramente su paciencia hasta ahora.

Tenga en cuenta que durante el control de seguridad, identificamos actividad fraudulenta en su cuenta.

Le informamos que de acuerdo con nuestros Términos y Condiciones:

"El sitio web no es una institución financiera y, por lo tanto, no debe tratarse como tal. Su cuenta no devengará ningún interés y no se ofrecerán servicios de conversión o intercambio (incluido el intercambio fiduciario-criptográfico) en ningún momento".

Por lo tanto, nos vimos obligados a cerrar su cuenta y confiscar todos los fondos presentes en ella. Tenga en cuenta que esta decisión fue tomada por la administración del Casino y no está sujeta a mayor consideración. Nos gustaría recordarle que ha aceptado nuestros Términos y condiciones al registrarse.

Tenga en cuenta que si en el futuro descubrimos que ha abierto nuevos perfiles en nuestro Casino, también se cerrarán y se confiscarán todos los fondos.

Puede familiarizarse completamente con nuestras reglas en el siguiente enlace:

https://20bet.com/information/terms-and-conditions

Esperando su comprensión.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear gabrielfabiano10,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com , certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

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,

Thank you for reaching out. We regret to inform you that the player's account has been suspended due to a detected instance of fraud. The player took advantage of a flaw in the ARS currency conversion system through AstroPay.

We are committed to ensuring a fair and secure gaming environment for all our users. If you have any further questions or need more information, please feel free to contact our support team.

Dear gabrielfabiano10,

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.

Dear gabrielfabiano10,

While I understand that it's been a significant amount of time since you filed your complaint, you have not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

Feel free to contact us if you encounter any problems with this or any other casino in the future and we will do our best to help.

The player can reopen this complaint at any time.