20Bet Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

I cannot complete verification process in casino. My case is the following: I started playing in August and got winning of 8500. My account was successfuly verified. I requested my first withdrawal and it was paid. So in total casino paid to me 2000 twice. After requesting the third withdrawal casino rejected it and started asking different documents for verification. I was asked to upload bank statement and I did so but casino didn't approve it. They also asked to provide proof of income. I uploaded my employyment contract but still they don't accept my documents. I provided selfies with special text as casino requested but they are rejecting my withdrawals again. I think they just don't want to pay. Please help me to get my winnings paid in full.

Dear v2931864,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Has the casino indicated which specific information is missing from your bank statement and employment contract, preventing their approval in the verification process? Do these documents contain necessary personal information including your name and bank account number?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports only?

When was the last time you communicated with the casino regarding your verification?

Have your selfies been approved during the KYC?

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

Best regards

Veronika

Dear Veronika,

Casino has not stated the reason of rejection of statement. They are just sending automatically generated texts "To proceed with your withdrawal, please upload your Online Bank's bank statement to your profile with all incoming and outgoing transactions from the last 3 months visible." As my bank account is newly opened, three full months haven't passed yet, but soon I will try once again to upload my bank statement for the whole period from opening till now. Of course it contains account details. One issue is also that I cannot upload original pdf version in the profile because there is no option. It is only possible to upload jpg and png files, so I convert my file to jpg and upload all pages separatelly. As I see they accept only first page. I tried to send pdf file by email but they asked to upload on the website. Even today I got request about last 3 months bank statement from casino.

They accepted my employeement agreement and selfies.

Yes, I played slots.

The casino was paying at the beginning, and I also played games, but as far as casino stopped paying, I decided not to play anymore.

Thank you for the explanation.

Have you contacted chat support to inquire if your bank statement could be sent in jpg or png format instead of a PDF?

Could you kindly specify when exactly will your bank account be 3 months old?

Please forward me the communication between you and the casino regarding the problems with your verification. My email address is veronika.l@casino.guru.

Hello,

Yes, I contacted chat support for help with format of uploaded documents. The agent suggested to take screenshots of pdf file and upload in the profile. I did so. They accepted only first page. Maybe it is enough for them. I am sorry I cannot send communication as it was via chat and I haven't saved the conversation.

Now I am requested to send the bank statement of last 3 month. I will send as soon as I get from bank.

Thank you for letting me know.

Could you please specify when exactly you will be able to send your bank statement showing the last 3 months of your transactions?

Hello,

On 10th of November I will have a full statement from 10th of August till 10th of November.

Thank you for your reply. Let's wait until November 10 for the necessary document. Once you receive it, please submit it to the casino and let me know their response. This will help us determine the next steps in resolving your complaint.

Thank you for your patience and cooperation.

Dear v2931864,

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 Veronika,

I sent full three months statement to casino as they requested. Waiting for them to review my documents.

Dear Veronika,

After sending requested documents casino closed my account and confiscated all amount. They informed me through email:

"Dear Player,

Our security department has identified activity in your account, which is considered as fraud.

In this regard, your account has been closed and all funds have been confiscated.

If in the future we find out that you have opened a new account in our casino, the accounts will also be closed and all funds confiscated.

This decision was made by the management of our casino and is not subject to further consideration.

Respectfully,

Casino Support Team"

It was obvious from the beginning that casino didn't want to pay the amount and requesting documents and delay in verification process was only the reason. It is nonsense that there is a fraud in my transactions, then I need evidence from casino that it was so. When did they decide that it was fraud? After paying me 4000 from my winning? They just dont want to pay as the winning is big.

Thank you very much, v2931864, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello v2931864,

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

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

Dear 20Bet Casino,

I would appreciate it if you could provide further details regarding the closure of the player's account and the confiscation of the funds. Specifically, what actions or gameplay by the player were identified as violations of the terms and conditions? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru

Hello!

We would like to clarify the situation. Dear Michal, We have detected violations related to bonus abuse. A player-created accounts systematically took bonuses for the first three deposits and played at maximum rates. All this happened in a short period of time—within one or two days.

We have already sent all the necessary evidence to your e-mail. If you need additional information, we are ready to provide it. I appreciate your understanding!

Dear Michael,

This information is not true. I have only one account, only 2 welcome bonuses were played and the winning was gained on reload bonus.

I demand the casino send proof of everything they claim on me.

Dear 20Bet Casino,

Thank you for your email, I have replied with some additional questions.

Dear v2931864,  

Could you please provide clarification regarding your decision to submit your complaint three months after the incident took place, rather than in August? Additionally, do any of your family members or friends hold an account at 20Bet Casino?  

It is noted that your winnings were derived from the reload bonus, you previously claimed the welcome bonus and second deposit bonus as well. While the first bonus was normally lost, you opted to cancel the second deposit bonus and subsequently claimed the reload bonus. Could you elaborate on the reasoning behind this choice?

Hello! 

So After I received a big win on Princess Royal slot, the casino paid me a part of the winning, and they paid a few times. I thought that everything is fine so kept playing. And then I claimed another withdrawal and they rejected it and requested some KYC documents and selfie, which I provided. Since than, they always rejected my withdrawals and always requested new documents, sometimes even the same document (Selfie with text) which doesn't make sense. I provided all documents for KYC, but was not able to make a withdrawal. That's why I started the dispute here later - because I believed that its just a general KYC process, and I tried to provide all requested documents...

To the best of my knowledge, non of my family and friends play there, and I would never recommend playing at this casino, because they do not pay winnings back. 

Yes the first two welcome bonuses were lost, I do not remember exactly what happened with the second deposit bonus - but I played the same game, and probably canceled not the whole bonus, but some cents that were left on the account, that I was not able to bet in the game.

Dear 20Bet Casino,  

I appreciate your recent email and have responded with a few more questions for your consideration.

Dear v2931864,  

Have you had the opportunity to play at any other casinos and benefit from their welcome bonuses? If so, could you please share the names of the most recent casinos you played prior to registering with 20Bet Casino?

Yes, I am playing in different casinos, sometimes with bonuses, sometimes without bonuses, and trying to select the best reputable and reliable casinos. (unfortunately 20 bet is not among them as we see)

I do not remember exactly which casinos I played before I registered at 20 bet, but there should be Burningbet casino, Starda, Bizzo, Platin casino...

Dear v2931864,

Thank you for the clarification.

I have received information that you have claimed some kind of bonus in most of the casinos, which is of course nothing bad, but what raises questions is that after you gain winnings, you abandon the accounts. You did not continue using the account after the winnings were paid to you; you didn't request the closure of the accounts; you simply left them as they were. This was noticed in multiple casinos and is not really in line with the typical player approach. Can you please provide your rationale behind this behaviour?

First, I want to emphasize that my actions were not intended to violate any rules or policies. I occasionally explore different casinos, particularly when they offer variety of games, attractive bonuses, interface, and overall experience. Also I would like to point out that I'm doing it not each time when I gain winnings, as in most cases, I'm losing everything. I know from the land based casinos that if you are not getting any win in some game or the casino - its better to play another games in another casino.

And the same with winnings - if you won something on one slot in one casino, the chances that you will got the second win are low, so its better to change game and casino - at least I believe in that.

As for not closing the accounts, it wasn’t a conscious decision to leave them inactive. I simply didn’t see a need to formally request closure at the time, as I had no further intentions to use them. Even more, some casinos just do not have a option to close the account.

Dear v2931864,  

I wanted to take a moment to update you on the situation. I've received feedback from the casino team that offers some rationale for their decision to flag your account as suspicious. It appears that your activities across various casinos may indicate a pattern associated with bonus hunting. While I recognise that some points have come to light during the investigation, we do not find the reasons provided by the casino team thus far as fully sufficient to justify such a serious action as withholding the player's winnings. I am continuing to engage in discussions with the casino team to determine the most suitable way forward for everyone involved.

Dear Michal,

I  am thankful and appreciate the efforts.

Just short explanation from my side, for me it looks like that the casino is just cheating as they were paying the part of the winnings, and I kept playing with the balance, which was not a bonus, but the casino just decided to not pay anymore at some point.

Thank you once again.

Regards

Victor

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.

Hello, dear Michal!

We have sent you an email. Please check your inbox. Thank you for your cooperation. If you have any further questions, we will be happy to help!

Hello v2931864,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 20Bet Casino,

Thank you for your recent email. I have taken the liberty of formulating a few additional questions and am awaiting your feedback.

Hello, we are clarifying the information on this situation. As soon as the data is available we will get right back with an answer. Thank you for waiting and patience.

Dear 20Bet Casino,  

I am writing to inquire about any updates regarding our previous correspondence. I have shared my insights on how to address the situation through email and look forward to hearing your thoughts.

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.

Hello Michal!

We are actively continuing to work with your team on this issue and sincerely hope that together we will find a solution that will satisfy everyone.

Dear 20Bet Casino,

Thank you for your cooperation thus far. I remain hopeful we will be able to find a consensus regarding this matter.

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 v2931864,

I would like to take this opportunity to provide you with an update regarding the current situation. We have engaged in comprehensive discussions about your case with both the casino team and our complaints team; however, we have not reached a definitive conclusion. On one hand, we at Casino Guru do not view the practice of signing up at multiple casinos and utilising various bonuses—provided they are freely available—as inappropriate, as long as players adhere to the stipulated bonus rules. Players are indeed entitled to their winnings, provided they have been obtained in accordance with the rules, which appears to be the case in this instance.

On the other hand, what raises questions is that after you gain winnings, you abandon the accounts. You did not continue using the account after the winnings were paid to you; you didn't request the closure of the accounts; you simply left them as they were. This was noticed in multiple casinos and is not really in line with the typical player approach. You repeatedly engaged in such a pattern in various casinos, and we cannot fault the casino team for flagging this behaviour as bonus hunting. Rules that forbid bonus hunting can be found in almost all online casinos, and once any player is recognised as a bonus hunter, it very often ends in voiding the winnings and closing their account. This approach is an industry standard and is adopted by almost all online casinos; thus, we cannot fault the casino team for adopting such an approach as well.

While strictly technically speaking, the casino team might be right, but we don't consider blindly citing the rules as the best approach, and all circumstances in the situation should be considered. Both sides possess legitimate justifications for advocating their perspectives.

With this being said, the situation here is on the edge. We believe your case should be decided by the appropriate authority.

Please submit a complaint to the Curaçao Gaming Control Board (GCB) via this contact form. The casino team has expressed their commitment to adhere to the GCB's decision. Although we would have preferred to resolve this matter within our forum, given the circumstances, the most appropriate step is to take your case to the GCB.

Please let me know if and how they responded at michal.k@casino.guru

Dear v2931864,

We are extending the timer by 3 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 v2931864,

I understand that you may have hoped for a different resolution regarding your complaint. As I mentioned earlier, both sides have legitimate reasons for their perspectives. Given the situation, it’s important for the appropriate authority to make a decision on this matter. If you haven’t already, I encourage you to submit your complaint to the Curaçao Gaming Control Board (GCB) using the contact form provided. I would appreciate it if you could keep me updated on their response at michal.k@casino.guru.

Since we haven’t heard back from you about your further steps or if you need assistance with anything else, we will have to consider this complaint closed as rejected. I want to take a moment to thank both parties for their cooperation throughout this process.

Please don’t hesitate to reach out to us, v2931864, if you face any issues with this or any other casino in the future. We will try our best to help.

Best regards,  

Michal  

Casino Guru