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Subject: Request for reconsideration – 20Bet complaint – New evidence and active investigation

Dear Casino Guru Complaints Team,

I would respectfully like to request reconsideration of my complaint concerning 20Bet.

I understand that my previous complaint was not accepted because the original disputed withdrawals occurred more than six months ago. I fully acknowledge that the two withdrawals date from September 2025.

However, there have been significant new developments and new evidence in September 2026, and 20Bet has itself resumed substantive investigation of the disputed payments.

The dispute concerns:

Withdrawal ID 80577844 – EUR 4,000.00 – 10 September 2025

Withdrawal ID 80763124 – EUR 3,880.83 – 12 September 2025

Total: EUR 7,880.83

20Bet provided the RRN references 091900002386 and 091700002301 as evidence that the withdrawals were paid.

I subsequently asked Revolut to trace those specific references. Revolut confirmed in writing that it could not locate corresponding incoming transactions using the RRNs provided by 20Bet.

More importantly, during the renewed correspondence in September 2026, 20Bet introduced additional information. It stated that its payment provider had confirmed that the RRNs correspond to the payouts and that "Rafelia" is the confirmed descriptor for those transactions.

I have asked 20Bet to identify the exact Rafelia transaction corresponding to each of the two withdrawals and to provide transaction-level evidence establishing the connection between each withdrawal, RRN and alleged bank credit.

There is also a significant date discrepancy in 20Bet's latest explanation: it referred to withdrawals requested on 16 and 18 September 2025, whereas the withdrawals actually under dispute are documented as having been requested on 10 and 12 September 2025.

Most recently, on 21 September 2026, 20Bet's Complaints Team contacted me requesting official written confirmation from Revolut that the transactions could not be located using the supplied RRNs, stating that this would allow them to proceed with their investigation. That Revolut evidence has been supplied to them.

Therefore, I respectfully ask Casino Guru to consider whether an exception to the six-month rule may be appropriate. I am not attempting to present the original September 2025 withdrawals as recent events. My request is based on the fact that substantial new evidence has emerged and 20Bet is currently investigating and making new representations concerning how these specific withdrawals were allegedly paid.

I can provide the complete documentary evidence, including the original withdrawal confirmations, 20Bet's RRN correspondence, Revolut's written investigation, the September 2026 correspondence concerning the "Rafelia" descriptor, and the latest response from 20Bet's Complaints Team.

For complete transparency, the underlying dispute has also been submitted to a Portuguese Julgado de Paz. I understand that Casino Guru may take this into account when determining whether it can intervene.

I am simply asking whether, in light of these new September 2026 developments, Casino Guru would be willing to reconsider the previous "cold case" decision and examine the complaint.

Kind regards,

João Daniel Cancela Rocha

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Dear João,

Thank you very much for submitting your complaint.

To better understand the situation, could you please clarify the following:

• Have you received any part of the disputed €7,880.83?
• What is the current status of 20Bet's investigation into the two withdrawals?
• Could you please send me the relevant communication with 20Bet and Revolut regarding the missing withdrawals, including the RRN references and the recent investigation?

You can attach the evidence directly to the complaint thread or send it to me at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.