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Dear CasinoGuru team,

Greetings, I am writing to formally request your support and mediation in a conflict I am currently having with the online casino 20Bet.

I made an initial deposit of CLP$300,000 on the 20Bet platform and started betting with small amounts. Through various bets, I achieved winnings close to CLP$2,000,000. Subsequently, I continued betting while the platform itself awarded me bonuses, until my balance reached CLP$1,798,625. Upon reaching that amount, I decided to stop playing and request a withdrawal of my funds.

From that moment, I spent approximately a week trying to withdraw my money. During that time, 20Bet requested various documents and verifications from me daily, indicating each time that once I submitted the required document, the withdrawal process would be completed. I complied with all requests and submitted the required documentation on time.

Throughout the entire gaming process, the platform never indicated, warned, or blocked my bets for a possible breach, and on the contrary, allowed the account to operate normally and encouraged continued gameplay through bonuses.

Finally, after more than a week of negotiations and without prior warnings or alternative regularization options, the casino blocked the withdrawal and confiscated the winnings, arguing that the deposit had been made through a third-party payment method.

Attached to this claim are all photographic records and supporting documentation of the communications, which demonstrate the sequence of requests, responses, and the change of criteria by the casino.

In light of the above, I request the full return of the profits obtained, along with the associated active bonus in the amount of $300,000 CLP, and that my account be reactivated, allowing me to freely dispose of my funds, considering that at no time was I warned or preventively blocked for the alleged breach invoked.

I respectfully request that CasinoGuru review the background of the case and, if possible, facilitate a mediation process to reach a fair and proportionate solution in accordance with the principles of fair play, transparency, and good faith.

I appreciate your time and support.

Sincerely,

Manuel Lopez

Affected player

Estimado equipo de CasinoGuru,

Junto con saludar, me dirijo a ustedes para solicitar formalmente su apoyo y mediación en un conflicto que mantengo actualmente con el casino en línea 20Bet.

Realicé un depósito inicial de $300.000 CLP en la plataforma 20Bet y comencé a apostar con montos pequeños. A través de distintas apuestas alcancé ganancias cercanas a $2.000.000 CLP. Posteriormente, continué apostando mientras la propia plataforma me otorgaba bonificaciones, hasta que mi saldo quedó en $1.798.625 CLP. Al llegar a ese monto decidí dejar de jugar y solicitar el retiro de mis fondos.

Desde ese momento estuve aproximadamente una semana intentando retirar mi dinero. Durante ese período, 20Bet me solicitó diariamente distintos documentos y verificaciones, indicándome en cada ocasión que, una vez entregado el documento requerido, el proceso de retiro quedaría listo o resuelto. Cumplí con todas las solicitudes realizadas y entregué oportunamente la documentación requerida.

Durante todo el proceso de juego, la plataforma nunca indicó, advirtió ni bloqueó mis apuestas por un eventual incumplimiento, y por el contrario, permitió operar la cuenta con normalidad e incentivó la continuidad del juego mediante bonificaciones.

Finalmente, luego de más de una semana de gestiones y sin advertencias previas ni alternativas de regularización, el casino bloqueó el retiro y confiscó las ganancias, argumentando que el depósito habría sido realizado mediante un medio de pago de un tercero.

Adjunto a esta reclamación todos los registros fotográficos y respaldos de las comunicaciones, los cuales evidencian la secuencia de solicitudes, respuestas y el cambio de criterio por parte del casino.

En virtud de lo expuesto, solicito la devolución íntegra de las ganancias obtenidas, junto con el bono activo asociado por un monto de $300.000 CLP, y que mi cuenta sea reactivada, permitiéndome disponer libremente de mis fondos, considerando que en ningún momento se me advirtió o bloqueó preventivamente por el supuesto incumplimiento invocado.

Solicito respetuosamente que CasinoGuru pueda revisar los antecedentes del caso y, en la medida de lo posible, facilitar una instancia de mediación que permita alcanzar una solución justa, proporcional y conforme a los principios de juego justo, transparencia y buena fe.

Agradezco desde ya su tiempo y apoyo.

Atentamente,

Mnauel Lopez

Jugador afectado

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Dear gruasplus2025,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found:

20bet does not accept third-party payments. You must make deposits only from a bank account, or using VISA/MasterCard bank cards, payment systems Skrill/NETELLER, or other payment methods registered in your own name. If we determine during the security checks that you have violated this condition, then your winnings will be confiscated, and the casino will consider the possibility of returning the deposit made from third-party payment method. However, please keep in mind that the casino is not responsible for subtraction or loss of the deposits made using third-party payment methods.

Furthermore, please check our Fair Gambling Codex for Players:

Payments For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

• Do I understand correctly that you didn't use your own payment method to make the deposit?

Please understand that if this rule has been breached, we cannot provide further assistance. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically, it is very difficult to check who the owner of the payment method is at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use the allowed payment methods only. If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Kristina

Dear Kristina,

Thank you for your response and for the analysis performed.

I confirm that the initial deposit was not made from a payment method in my name. However, from the beginning of the process, I repeatedly offered proof of the deposit's origin to avoid any suggestion of fraud or bad faith.

However, I want to emphasize that this situation was never flagged, blocked, or objected to by the platform at any stage prior to the withdrawal. On the contrary, from the moment I requested a refund, the casino repeatedly asked me—more than 50 times—for the same documents and verifications, which were always submitted completely and promptly.

Only after I stopped gambling and formally insisted on withdrawal did the argument that the payment method was not in my name first appear, and the confiscation measure was adopted.

Additionally, when making the deposit, the platform itself requests the name and RUT of the withdrawal beneficiary, which were different from the user, which shows that the system accepts this information without blocking the operation.

Furthermore, I am aware of—and have supporting documentation for—other cases where deposits were made from third-party accounts and withdrawals were permitted without issue, particularly when the withdrawn amount was less than the amount wagered. This suggests that the application of this rule is neither preventative nor uniform, but rather is only triggered when there are significant winnings. I can provide documentation to support this assertion.

The casino accepted the deposit, allowed the account to operate normally, granted active bonuses and encouraged continued play, and only raised the issue of the violation after more than a week of checks, when there were already consolidated winnings.

In this context, I consider the measure adopted to be disproportionate and contrary to the principles of good faith, especially since no clear or timely mechanism was indicated for the recovery of the original deposit or for a possible prior regularization.

In light of the above, I request your mediation to ensure at least the full refund of the initial deposit and to evaluate a fair and consistent resolution with the casino's previous behavior.

I appreciate your time and support in this process.

Sincerely,

Manuel

Estimada Kristina,

Gracias por su respuesta y por el análisis realizado.

Confirmo que el depósito inicial no fue realizado desde un método de pago a mi nombre. No obstante, desde el inicio del proceso ofrecí en reiteradas oportunidades la aprobación y respaldo del origen del depósito, precisamente para evitar cualquier interpretación de fraude o mala fe.

Sin embargo, deseo enfatizar que esta situación nunca fue advertida, bloqueada ni objetada por la plataforma en ninguna etapa previa al retiro. Por el contrario, desde el momento en que solicité la devolución de mis fondos, el casino me solicitó reiteradamente —en más de 50 ocasiones— los mismos documentos y verificaciones, los cuales siempre fueron entregados de forma completa y oportuna.

Solo después de que dejé de apostar e insistí de manera formal en el retiro, apareció por primera vez el argumento de que el método de pago no estaba a mi nombre y se adoptó la medida de confiscación.

Adicionalmente, al momento de realizar el depósito, la propia plataforma solicita nombre y RUT del beneficiario del retiro, los cuales eran distintos del usuario, lo que evidencia que el sistema acepta esta información sin bloquear la operación.

Asimismo, tengo conocimiento —y respaldo documental— de otros casos en los que se realizaron depósitos desde cuentas de terceros y se permitió el retiro sin inconvenientes, particularmente cuando el monto retirado era inferior al monto apostado. Esto sugiere que la aplicación de esta regla no es preventiva ni uniforme, sino que se activa únicamente cuando existen ganancias relevantes. Puedo aportar documentación que respalda esta afirmación.

El casino aceptó el depósito, permitió operar la cuenta con normalidad, otorgó bonificaciones activas e incentivó la continuidad del juego, y solo planteó la infracción luego de más de una semana de verificaciones, cuando ya existían ganancias consolidadas.

En este contexto, considero que la medida adoptada resulta desproporcionada y contraria a los principios de buena fe, más aún cuando no se indicó ningún mecanismo claro ni oportuno para la recuperación del depósito original ni para una eventual regularización previa.

En virtud de lo anterior, solicito su mediación para que al menos se garantice la devolución íntegra del depósito inicial realizado y se evalúe una resolución justa y coherente con el comportamiento previo del casino.

Agradezco desde ya su tiempo y apoyo en este proceso.

Atentamente,

Manuel

Thank you for your reply, gruasplus2025. I apologize, but as I explained in my previous message, we cannot assist you if you made deposits using someone else's payment method. The casino acted in compliance with their General T&Cs and AML policy, and we cannot argue against their decision. I recommend that, going forward, you use only payment methods that are legally registered in your name to help prevent a similar situation in the future.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.