20Bet Casino - Igrački račun je zatvoren nakon odbijanja povlačenja.

Hello

20bet casino has just scammed me out of 9187€

My first withdrawal was processed very smoothly but my account was negative for about approximately -3000€. Meanwhile I even got a VIP status and VIP manager however after I made some profits and wanted withdraw small part they started doing shady practices.

Withdrawal request processing got delayed, after few days they canceled it and asked for new document, on every new request they process looped.

Last time they requested from me bank statement and selfie with id and number, documents got approved and I made requested new withdrawal, despite that last withdrawal was basically the funds I deposited to them, today they declined it due

Reason of decline: "Tech"

and closed my account.

My account was fully verified, I played sports&casino and did not do any illegal things also I did not use any bonuses.

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Dear g1rvan1,

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 understand the whole situation completely.

• Could you please advise if you had any remaining real money balance in your casino account before you lost access?
• Have you lost access to your account directly after submitting the documents for the KYC verification?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello Attila,

1. Yes, I had 9,187€ in my account, these were my real winnings and deposits without bonuses.
2. No, after each of my three or four withdrawal requests, I was asked to submit additional documentation. After submitting the last photo and statement, my account was still accessible and my documents were verified. It was closed a day or two after I requested the €4,000 withdrawal.
3. Yes, I did, but when I asked what specific rules I broke, they rudely replied that I should read their rules.

I also contacted my VIP manager but even he was also ignored and could not help me with this unfair account closure.

I would like to mention that my total deposits to their casino are 4,535€, they previously processed a withdrawal of 1,508.49€ without any problem, but as I mentioned, I was in negative in profits at the time, and after closing the account, they wrote that they would refund my last deposit, 888€, which would mean that they are not only stealing all my winnings but also 2138.51€ of my own funds that I deposited.

I completely reject this option and expect a refund of the entire accumulated balance.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear g1rvan1,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from 20Bet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear 20Bet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello,

After reviewing the case, we would like to clarify that the account was closed due to serious verification concerns, including documents that did not pass our checks.

The customer’s last deposit was refunded. The "Tech" status refers to a standard technical cancellation reason for the withdrawal request and does not mean that the funds were cancelled for that reason.

All actions were taken in accordance with our Terms and Conditions and internal security procedures.

Hello

The 20bet representative's response is misleading. After closing my account, I didn't receive any refund from 20bet, and all the documents I submitted were verified and accepted, as evidenced by their statuses in the "account verification" section. My passport and other documents I provided were authentic and genuine. I completely fail to understand why I was accused of forgery only after making significant profits, and not after my first withdrawal, which was processed without any issues.

Hello everyone,

thank you for the update.

Dear g1rvan1,

thank you for your clarification and for sharing your perspective on the situation. I understand your concerns regarding the timing of the verification issues and the confusion around the refund and document checks.

Dear 20Bet Casino,

at this stage, I would kindly ask you to provide specific supporting evidence for your statements so I can properly assess the case.

In particular, I would appreciate clarification regarding:

• which exact documents were considered problematic or failed verification,
• when these issues were first detected,
• and confirmation regarding the reported refund of the player’s last deposit (including transaction reference or proof of execution).

If any of the requested materials contain sensitive or confidential information, you may send them directly to my email at samuel.s@casino.guru instead of posting them in the complaint thread.

Without these details, it is not possible to properly evaluate the consistency of the casino’s explanation.

I will await your response and the requested documentation.

Hi Samuel,

We have sent you a private email with additional information and supporting evidence regarding this case.

Please kindly review it when you have a chance.

Thank you.

Hello everyone,

thank you both for your cooperation throughout this complaint.

Dear g1rvan1,

after carefully reviewing all the information available, including the confidential evidence provided to me directly by the casino via email, I have concluded that I am unable to challenge the casino's decision in this case.

The evidence submitted by the casino supports the reasons for the account closure and the measures that were taken. Based on everything I have reviewed, I find that the casino acted in accordance with its Terms and Conditions, and I do not have sufficient grounds to recommend that the confiscated funds be returned.

For this reason, I am rejecting this complaint.

I understand that this is not the outcome you were hoping for, and I am sorry that I could not be of more assistance. I would also recommend exercising extra caution during future verification procedures and ensuring that all submitted documents fully comply with the casino's requirements.

Thank you both for your cooperation.

Best regards,

Samuel

Casino Guru