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The casino deactivated my account, while I was in the process of withdrawing a prize.

I contacted myself the next day, when I received emails about withdrawal cancellations, otherwise I wouldn't even have found out what was happening.

When I contacted the hermeticism began, no one informed me or informs me yet what the problem is. This topic is almost a week old, I even sent the receipts for the money that I even charged to the account. The only answer I get is that I have to wait, the people who serve me look like robots, they always give the same answer. I received separate emails, from the support area and from the complaints area, but they do not provide me with any information, they repeat practically the same thing as in the customer service chat.

In addition to this, every day they say they have technical problems. They put this as an excuse to delay the payment even more.

I make this claim because I am completely sure that I did not do anything illegal, even my account was verified, I provided all the documentation requested for this. I always played by the rules.

When I deposited and lost, I never had a problem. Once I won and wanted to withdraw it, they started making excuses and delaying withdrawing my money.

I also want to request information on where I should file a complaint for fraud, since I do not know the place where this casino is located.

I hope you can help me. Thank you so much.

El casino desactivó mi cuenta, mientras estaba en proceso de retirar un premio.

Me contacté al día siguiente, cuando recibí mails por las cancelaciones de retiros, sino no ni me habría enterado de lo que pasaba.

Cuando me puse en contacto comenzó el hermetismo, nadie me informó ni me informa aún cuál es el problema. Éste tema tiene ya casi una semana, envié hasta los comprobantes del dinero que cargué a la cuenta incluso. La única respuesta que recibo es que debo esperar, la gente que me atiende parece robot, siempre responden lo mismo. Recibí aparte mails, del área de soporte y del área de quejas, pero no me brindan ninguna información, me repiten prácticamente lo mismo que en el chat de atención al cliente.

Adicionalmente a ésto, todos los días dicen tener problemas técnicos. Ponen ésto como excusa para dilatar aun mas el pago.

Yo hago éste reclamo porque estoy completamente seguro de que no hice nada ilegal, incluso mi cuenta estaba verificada, aporté toda la documentación solicitada para ésto. Siempre cumplí las reglas.

Cuando depositaba y perdía, nunca tuve problemas. Una vez que gané y quise retirarlo, empezaron a poner excusas y a demorar el retiro de mi dinero.

Quiero solicitar también, información de dónde debo presentar una denuncia por estafa, ya que no conozco el lugar donde está radicado éste casino.

Espero que me puedas ayudar. Muchas gracias.

Dear Fernando82,

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 better understand the situation.

• How long are you a player in the casino?
• When was your account verified?
• Which games did you play in the casino? (live casino games, slots, or sports betting)
• Do I understand correctly your withdrawal request was canceled by the casino? When exactly did that happen?

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

Best regards,

Tomas

Hello, first of all, thank you for addressing my problem.

- I have been a casino player for about a month and a half.

- The account was verified 15 days or so ago, after a tedious process.

- I only play slots, I do not make any other type of bet.

- I charged money to my account on April 5 at night. I played and won, making withdrawals as the bonus rounds paid me out. I made 3 withdrawals, totaling $40,000. The next morning, being April 6, by chance I found in my mailbox, the messages for the cancellation of those withdrawals. When I tried to enter the account to see what had happened, I find this:

"Your account is disabled."

I immediately contacted the online chat, from where they never specifically inform me of the problem, they only say to transfer the complaint to different departments, but none of them gave me an answer, only evasive messages. At first they mentioned an investigation that was being carried out on my account, then they told me that they were analyzing the documentation (which sounds like a contradiction to me, because the account had been verified and there was no documentation pending verification).

From then on, they always tell me I have to wait. The problem is that I have read reviews and even complaints about 20bet, on this page and others, where people say they have the exact same problem, and in some cases it takes months for them to get paid, or they never get paid at all. Different excuses are given to all people (two accounts on the same IP address, delays in the withdrawal queue, "technical problems" when they don't know what else to say, and so on thousands of comments describing the actions of 20bet).

I did not commit any irregularity, I played fair, I even agreed to send all the documentation that they asked me for or that they needed in the future, and even so they made this arbitrary decision.

I have the transcript of the chats, proof of the money deposits made, etc.

This does not seem like fair play on the part of 20bet to me, because while I deposited and lost they never made any kind of request, but when I won, they started this process to delay or avoid making the payment. Obviously, 20bet does not know that sometimes, clients can win.

Thanks for taking the time to help me. Any other information you need, please let me know.

Hola, ante todo, gracias por atender mi problema.

- Soy jugador del casino hace un mes y medio aproximadamente.

- La cuenta fue verificada hace 15 días más o menos, después de un tedioso proceso.

- Yo juego tragamonedas solamente, no hago ningún otro tipo de apuesta.

- Cargué dinero a mi cuenta el día 5 de abril a la noche. Jugué y gané, fui haciendo retiros a medida que las rondas de bonus me pagaban. Hice 3 retiros, por un total de $40000. A la mañana siguiente, siendo ya 6 de abril, por casualidad encontré en mi casilla de mail, los mensajes por la cancelación de esos retiros. Cuando intenté ingresar a la cuenta para ver qué había pasado, me encuentro con ésto:

"Tu cuenta esta desactivada".

Inmediatamente me contacté con el chat en línea, desde donde nunca me informan concretamente el problema, solo dicen transferir la queja a distintos departamentos, pero ninguno de ellos me dio una respuesta, solo mensajes evasivos. Al principio mencionaron una investigación que se estaba llevando a cabo en mi cuenta, luego me dijeron que estaban analizando la documentación (lo que me suena a contradicción, porque la cuenta habia sido verificada y no había ninguna documentación pendiente de verificación).

De ahí en más, siempre me dicen que tengo que esperar. El problema es que he leido reseñas e incluso quejas sobre 20bet, en ésta página y otras, donde la gente dice tener exactamente el mismo problema, y en algunos casos les lleva meses cobrar, o directamente nunca cobran. A todas las personas les ponen diferentes excusas (dos cuentas en la misma dirección IP, demoras en la cola de retiros, "problemas técnicos" cuando ellos ya no saben qué mas decir, y así miles de comentarios describiendo el accionar de 20bet).

Yo no cometí ninguna irregularidad, yo jugué limpio, incluso accedí a enviar toda la documentación que me pidieron o que necesitaran a futuro, y aún así tomaron ésta arbitraria decisión.

Tengo la transcripción de los chats, comprobantes de los depósitos de dinero realizados, etc.

Ésto no me parece juego limpio de parte de 20bet, porque mientras deposité y perdí nunca hicieron ningún tipo de solicitud, pero cuando gané, comenzaron con éste proceso para demorar o evitar hacer el pago. Evidentemente, 20bet no sabe que a veces, los clientes pueden ganar.

Gracias por tomarse el tiempo para ayudarme. Cualquier otro dato que necesite, por favor hágamelo saber.

Good morning,

20bet still does not solve my problem, with messages that are becoming more evasive every day.

Buenos días,

20bet sigue sin resolver mi problema, con mensajes cada día mas evasivos.

Hello Tomas,

I wanted to add something to my complaint.

I was going through the emails I received when 20bet canceled my three withdrawals (two for $17,000 each, plus another for $6,000, totaling the $40,000 I'm claiming). In them I observed that 20bet indicated the legend "Argentina Astropay Issue" as the reason for refusal.

I contacted Astropay, I provided them with the captures, and they tell me that my account is perfectly fine, it is enabled to send and receive money, without any restrictions or blocks. They also informed me that there is no record of these withdrawals, and they told me to contact 20bet (which is totally useless, because 20bet does not provide information).

That being the case, I understand that 20bet is not only arbitrarily and deliberately withholding my money, but is also providing false information, involving another company that has absolutely no responsibility in this matter.

I wanted to add this because all this action speaks of the lack of transparency that the company has, and if I do not recover the money, at least people will be warned not to put money there.

Thanks Tomas, and I hope you can help me.

Greetings.

Hola Tomas,

Quería agregar algo a mi queja.

Estuve revisando los mails que recibí cuando 20bet canceló mis tres retiros (dos por $17000 cada uno, mas otro de $6000, totalizando los $40000 que estoy reclamando). En ellos observé que 20bet indicó como razon de negativa la leyenda "Argentina Astropay Issue"

Me comuniqué con Astropay, les aporté las capturas, y ellos me indican que mi cuenta está perfectamente bien, está habilitada para enviar y recibir dinero, sin ninguna restricción ni bloqueo. Además me informaron que no existe registro de esos retiros, y me indicaron contactarme con 20bet (cosa que es totalmente inútil, porque 20bet no da información).

Siendo así, entiendo que 20bet no solo está reteniendo mi dinero de forma arbitraria y deliberada, sino que también está brindando información falsa, involucrando a otra empresa que no tiene absolutamente ninguna responsabilidad en éste asunto.

Quería agregar ésto porque todo este accionar habla de la poca transparencia que tiene la empresa, y si no recupero el dinero, al menos la gente será advertida de no poner dinero ahí.

Gracias Tomas, y espero que me puedas ayudar.

Saludos.

I just received this email.

More evasions, highlighting the clause of their terms and conditions where they can close the account and not pay, without any justification, just because 20bet so wishes.

And of course, the intention to continue delaying the payment.

Acabo de recibir éste correo.

Mas evasiones, resaltando la cláusula de sus términos y condiciones donde pueden cerrar la cuenta y no pagar, sin ninguna justificación, solo porque 20bet así lo desee.

Y por supuesto, la intención de seguir demorando el pago.

Thank you very much, Fernando82, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear Fernando82,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a 20Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear 20Bet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you very much for your kind attention, Tomas.

Hi Stefan, thank you very much for taking care of my problem. If you need any additional information or data, please let me know.

Greetings.

Muchas gracias por tu amable atención, Tomas.

Hola Stefan, muchas gracias por ocuparte de mi problema. Si necesitas alguna información o dato adicional, por favor, déjame saber.

Saludos.

Hello Stefan,

I just received an email from 20bet, saying that I used the platform as a "financial institution", and they allegedly mention some exchange activity.

It's completely ridiculous, because I always deposited Argentine pesos (which is the official currency of my country), and the few times I was able to make withdrawals, I received the payment in the same currency. I have all the receipts of my payments in Argentine pesos.

In addition, the site has a section aimed at players from Argentina:

And my account balance was ALWAYS in Argentine pesos.

I have to clarify this, because I never withdrew my balance in another currency, I only withdrew a balance in Argentine pesos, that's why I don't understand what 20bet is talking about. If they accept players from Argentina, it is understood that they also accept the country's currency.

Please Stefan, I ask you for help because this is an injustice and a maneuver of 20bet to keep my money.

Thank you.

Hola Stefan,

Acabo de recibir un correo de 20bet, diciendo que yo utilicé la plataforma como "institución financiera", y mencionan supuestamente algo de actividad de exchange.

Es completamente ridículo, porque yo siempre deposité pesos argentinos (que es la moneda oficial de mi país), y las pocas veces en que yo pude hacer retiros, he recibido el pago en la misma moneda. Tengo todos los comprobantes de mis pagos en pesos argentinos.

Además, el sitio tiene una sección dirigida a jugadores de Argentina:

Y mi saldo en la cuenta SIEMPRE estaba en pesos argentinos.

Yo tengo que aclarar ésto, porque jamás retiré mi saldo en otra moneda, únicamente retiré saldo en pesos argentinos, por eso es que no entiendo de qué me está hablando 20bet. Si ellos aceptan jugadores de Argentina, se entiende que aceptan también la moneda del país.

Por favor Stefan, te pido ayuda porque ésto es una injusticia y una maniobra de 20bet para quedarse con mi dinero.

Gracias.

These people are wrong!

Now they give me another reason, they say that I committed fraudulent activity against other casinos or payment providers, I have never done anything like that! They are lying to keep my money.

¡Ésta gente está mal!

Ahora me dan otra razón, dicen que yo cometí actividad fraudulenta contra otros casinos o proveedores de pago, ¡yo jamás hice algo así! Están mintiendo para quedarse con mi dinero.

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.

Good morning Stefan,

I did not have any news, more than the last emails that I shared in the screenshots. The emails that they sent me later are copy and paste of the same text. 20bet does not show its face or an explanation, these people only refer to the terms and conditions, and I am sure that I never violated those terms and conditions. 20bet makes that excuse for not paying and stealing people's money, without giving further explanations.

They also had no shame in dirtying another company.

And to the people reading this thread, please know that 20bet is a scam. Do not bet on that site, because it will only bring you problems. My claim is no longer for the money. My complaint is because I do not understand how a company can operate in this irregular way, defrauding and deceiving its customers, without anyone stopping them.

Greetings, and thanks again.

Buenos días Stefan,

Yo no tuve ninguna novedad, más que los últimos correos que compartí en las capturas. Los correos que me enviaron después, son copiar y pegar del mismo texto. 20bet no da la cara ni una explicación, ésta gente solo se remite a los términos y condiciones, y yo estoy seguro que jamás infringí ésos términos y condiciones. 20bet pone esa excusa para no pagar y robar el dinero de la gente, sin dar mayores explicaciones.

Tampoco tuvieron pudor al ensuciar a otra empresa.

Y a la gente que lea este hilo, sepan que 20bet es una estafa. No apuesten en ese sitio, porque solo les va a traer problemas. Mi reclamo ya no es por el dinero. Mi reclamo es porque no entiendo cómo una empresa puede operar de esta manera irregular, estafando y engañando a sus clientes, sin que nadie les ponga un freno.

Saludos, y gracias nuevamente.

Dear Fernando82,

I have contacted the casino and have extended the timer by additional three days.

Your patience is much appreciated.

Kind regards,

Stefan

Thank you very much Stefano.

Muchas gracias Stefano.

Dear Fernando82,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru