20Bet Casino - Igračeva sredstva se zadržavaju.

I am writing to file a formal complaint against the platform due to the unjustified withholding of my funds. I have two withdrawal requests currently in process for a total amount of R$ 8169, which the company refuses to release.

To justify the delay, the platform claims the account is under "review by the Security Department." However, I have already submitted all the requested verification (KYC) documentation, and the company has yet to approve it, keeping the process in an indefinite state of analysis that far exceeds any reasonable timeframe.

Alongside this blocking of my withdrawals, the platform applied a selective restriction to my account, drastically limiting my ability to place sports bets and leaving only the casino section enabled. This conduct demonstrates clear bad faith, seeking to manipulate my experience to force me to use the held balance.

My request is clear and unwavering: I demand the immediate approval of my documentation and the full release of my two pending withdrawals. I will not accept any more excuses or unjustified delays regarding money that rightfully belongs to me.

Escribo para formalizar una queja contra la plataforma debido a la retención injustificada de mis fondos. Tengo dos solicitudes de retiro actualmente en proceso por un monto total de R$ 8169, las cuales la empresa se niega a liberar.

Para justificar la demora, la plataforma alega que la cuenta se encuentra bajo una "revisión del Departamento de Seguridad". Sin embargo, ya he enviado toda la documentación de verificación (KYC) solicitada y la empresa aún no procediendo a su aprobación, manteniendo el proceso en un estado de análisis indefinido que supera ampliamente cualquier plazo razonable.

Paralelamente a este bloqueo de mis retiros, la plataforma aplicó una restricción selectiva a mi cuenta, limitando drásticamente mi capacidad para realizar apuestas deportivas y dejando habilitada únicamente la sección de casino. Esta conducta evidencia una clara mala fe, buscando condicionar mi experiencia para forzar el uso del saldo retenido.

Mi solicitud es clara e inflexible: exijo la aprobación inmediata de mi documentación y la liberación total de mis dos retiros pendientes. No acepto más evasivas ni demoras injustificadas sobre un dinero que me pertenece legítimamente.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you made any previous successful payouts from the casino? When and in what amounts?
• Could you please share with me your communication with the casino regarding the issue and a screenshot of the error you receive when you try to log in? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas