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Hello CasinoGuru,

I am submitting a complaint regarding delayed withdrawals from an online casino, despite full account verification and compliance with all stated withdrawal limits.

Casino details

Casino name: 20Bet

Website used: bet20play.com (official 20Bet domain used for my account)

Country of residence: Switzerland

Withdrawal method: Bank transfer (IBAN – UBS Switzerland)

Chronology

21 December: I requested several withdrawals (win of 22130 CHF) each within the allowed limits.

My account is fully verified (ID, selfie, residence permit, proof of deposit, bank details).

One withdrawal was marked as "Successful" by the casino.

Other withdrawals remain in "Processing" status, despite:

daily limit: 4,000 USD

weekly limit: 10,000 USD

these limits not being exceeded.

As of today, no funds have been received on my bank account, despite the "Successful" status being shown on the casino side.

Issue

The casino confirms withdrawals internally, but funds are not credited.

No clear explanation is provided as to why:

only one withdrawal is finalized,

others remain stuck in "processing",

and no concrete payment timeline is communicated.

What I am requesting

Confirmation that the withdrawal marked as "Successful" has actually been sent to the banking system.

A clear execution schedule for the remaining withdrawals.

Mediation to ensure withdrawals are completed in accordance with the casino’s own terms and conditions.

I am not requesting special treatment — only the execution of withdrawals already approved and compliant with the stated limits.

Thank you in advance for your assistance. I am available to provide any supporting documents (screenshots, emails, verification proof).

Kind regards !

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Dear bj21,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your response.

I would like to clarify that my account has been fully verified (KYC completed), and several withdrawals have already been approved by the casino and marked as "Successful" on their side.

I understand that bank transfers may take several business days, especially during holiday periods, and I am cooperating fully with the casino.

My intention with this complaint is simply to ensure transparency and to receive my approved withdrawals within the normal processing timeframe. I remain patient and available should any additional information be required.

Thank you for your assistance.

Important clarification/update:

Despite multiple requests, 20Bet has not provided an MT103 / SWIFT confirmation for the withdrawals marked as "successful".

The only document provided by the casino is titled "Payment Confirmation". However, this document does not constitute a bank transfer confirmation, does not contain any SWIFT reference, and does not allow my bank to trace or verify the transaction within the banking system.

My bank has explicitly confirmed that without an MT103, they are unable to confirm whether the funds were actually released to the SWIFT network or credited to my account.

When requesting the MT103, the casino responded that they had already provided all information they could and asked me to wait until January 5th, without committing to provide any bank-level confirmation of the transfer.

As of now, I therefore have no concrete, traceable proof that the funds have been effectively sent, despite the "successful" status shown in the casino interface.

I am fully cooperating and waiting until the deadline communicated by the casino. Should the funds not be credited by that date, the absence of an MT103 will remain a critical unresolved point in this case.

Kind Regards

Public Statement – Lack of Verifiable Proof of Payment

The attached document titled "Payment Confirmation" has been provided by the casino as alleged proof of payment.

However, I must clearly state that this document does not constitute valid proof of an executed international bank transfer.

Specifically:

The document does not contain any MT103 / SWIFT transaction reference

No SWIFT message number is provided

No traceable banking identifier exists

As confirmed by my bank (UBS Switzerland AG), only an MT103 / SWIFT message proves that funds have effectively entered the international banking network and can be traced.

Without it, no transfer can be verified, confirmed, or located.

Marking a withdrawal as "Successful" internally does not meet international banking or compliance standards for proof of payment.

As of today:

No MT103 has been provided

No funds are traceable

No independent confirmation of execution exists

This situation raises serious concerns regarding payout transparency, player protection obligations, and regulatory compliance.

Please note that this matter is now publicly documented and formally monitored.

In the continued absence of either (1) verifiable proof of payment (MT103) or (2) actual receipt of funds, this case will be escalated to the Curaçao Gaming Control Board (GCB) for review of potential non-compliance with licensing obligations.

The requested resolution is straightforward and reasonable:

➡️ Immediate provision of the MT103

➡️ or immediate crediting of the funds

Until one of these occurs, the payment cannot be considered completed under internationally accepted banking standards.

This formal notice was sent to the casino prior to opening this complaint.

The withdrawal was marked as successful on 24 December but has not been credited, and no MT103 has been provided.

Status update

More than 24 hours after sending a formal notice to the operator, the withdrawal marked as successful has still not been credited to my bank account.

As of today, no concrete and verifiable proof of payment execution has been provided. Specifically, no document has been supplied that allows confirmation that a real bank transfer has actually been initiated.

In particular, no SWIFT transaction reference (MT103) has been transmitted, which prevents my bank from tracing, confirming, or even identifying any incoming international transfer related to this withdrawal.

The operator has now been granted an additional 24-hour deadline to provide objective and verifiable proof that a bank transfer has effectively been executed.

Failing this, the matter will be escalated to the relevant regulatory authority due to lack of payment transparency and absence of verifiable execution evidence.

Case Update

The casino has still not provided any verifiable proof that the bank transfers have been effectively executed.

Despite multiple requests, the operator has only supplied internal "Payment Confirmation" documents.

While these documents may indicate internal processing, they do not constitute a guarantee of payment nor definitive proof that the funds are irrevocably send to my bank account, as they contain no SWIFT transaction reference and no MT103 allowing independent verification or bank-side tracing.

Under 20Bet’s withdrawal terms, general payment transparency obligations applicable to licensed gambling operators, and the player’s right to file a complaint in case of non-payment or lack of transparency, a withdrawal marked as "Successful" must correspond to a real and traceable payment.

A formal deadline of 6 January 2026 has been communicated to the operator in writing.

If the funds are not credited to my bank account and/or no traceable banking proof is provided by this date, the case will be escalated to the Curaçao Gaming Control Board for lack of payment transparency.

Thank you in advance for your help and understanding.

As of today, 3 January, 14:50 CET, the withdrawal ID #87879412 (3,726 CHF) remains marked as "Pending", despite the fact that:

– the daily withdrawal limit reset on 3 January,

– the weekly limit has not been reached,

– and a withdrawal of the same amount was successfully approved on 2 January, in line with your stated rules.

Under these conditions, this withdrawal should have moved at least to "Processing" today. Its continued "Pending" status therefore raises legitimate concerns regarding compliance with your own withdrawal framework.

Please note that this case is subject to heightened and continuous monitoring, including by independent mediation platforms and through external legal guidance.

This statement is provided for clarity only and does not require further discussion or identification.

I also reiterate that a formal deadline of 6 January 2026 has been communicated in writing.

If the funds corresponding to the first withdrawal marked as "Successful" (3,726 CHF) are not credited to my bank account by that date, this will be treated as non-payment, with immediate escalation.

I expect a case-specific response today, strictly addressing the processing status of withdrawal ID #87879412.

Generic, automated, or non-specific replies will not be considered adequate.

Kind regards

Update for mediators:

While several withdrawals are currently pending or being processed, the casino sent me a promotional bonus offer by email (free spins).

I did not activate or accept this bonus. I am fully aware that activating any bonus during an active withdrawal process may introduce additional wagering requirements or procedural complications.

For this reason, and to preserve the integrity of the ongoing withdrawal process, the bonus was deliberately ignored.

This information is provided strictly for transparency and record purposes.

Dear bj21,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Casino Guru Team,

Thank you for your follow-up.

As of today, I confirm that no funds have been credited to my bank account, despite multiple withdrawals having already been marked as "Successful" or "Processing" in my 20Bet account.

While there have been partial developments on the casino’s side (additional withdrawals moving forward in status), the core issue remains unresolved, as no actual payment has been received so far.

I would also like to clarify that a formal deadline of 6 January 2026 has been communicated in writing to the operator for the receipt of at least the first withdrawal already marked as "Successful".

Should no funds be credited by that date, the situation will be treated as non-payment, and the matter will be escalated accordingly, including to the relevant licensing authority.

I remain cooperative and will continue to monitor the case closely. I will inform you immediately of any payment or further material developments.

Kind regards

Hello,

I would like to provide an update on the situation.

As of today, 4 out of 6 withdrawals have been successfully credited to my bank account via SEPA transfers. These payments were received on 5 January 2026 and are now fully confirmed.

However, I would like to clarify that:

– one withdrawal is still marked as "Processing" and has been in this status for more than 24 hours,

– another withdrawal has not yet been processed at all, despite being older and already approved according to the casino’s own communication and withdrawal limits.

For this reason, I would like to keep the case open until the full remaining balance has been received, including the last two pending withdrawals.

I remain actively and closely monitoring the case, and I will continue to provide updates as soon as there are any changes.

I would also like to thank 20Bet for the payments already made and kindly request that the two remaining withdrawals be processed and paid without further delay, in line with the established timeline and previous confirmations.

Thank you for your continued assistance.

Kind regards

Case update

The penultimate withdrawal has now been successfully credited to my bank account.

One final withdrawal (approx. 3,500 CHF) remains pending.

The casino explicitly confirmed in writing that this last withdrawal would be processed on 6 January 2026. As of today, it has not yet been processed.

I am therefore keeping the case open until the final withdrawal is validated and paid, and I am monitoring the situation closely.

I kindly ask the casino to proceed with the processing of this final withdrawal in line with their stated timeline so the case can be closed.

Case update:

Five withdrawals have been successfully received.

The casino has explicitly confirmed by email that this withdrawal will be processed on 7 January 2026.

I am keeping the complaint open until all funds are fully credited and continue to monitor the case closely.

Case update – Contradictory statements by the casino

The casino has provided contradictory information regarding my final withdrawal (approx. 3,500 CHF), which has been pending since 21 December.

On the one hand, 20Bet confirmed in writing that this last withdrawal would be processed and validated on 6 January.

On the other hand, I am now being told that I should cancel the existing withdrawal and submit a new one for a lower amount, which directly contradicts their prior commitment and their own withdrawal framework.

This inconsistency raises serious concerns regarding transparency and fair handling of player withdrawals, especially given that:

all previous withdrawals have already been processed and paid,

the account is fully verified,

and the withdrawal has been pending for more than two weeks.

I have formally notified the casino of this contradiction and set a strict deadline for resolution today.

If the withdrawal is not validated as previously confirmed, the case will be escalated to the Curaçao Gaming Control Board.

I am maintaining this complaint open until the full remaining balance is paid, and I am monitoring the situation very closely.

Update – Regulatory and legal escalation

Due to the continued non-processing of the final pending withdrawal and multiple contradictory written statements provided by the casino, the situation has now been escalated.

A formal complaint has been submitted to the Curaçao Gaming Control Board, including full documentation (withdrawal history, timelines, screenshots, and written confirmations from the casino).

In parallel, the case is currently being reviewed by an independent legal professional specialized in gambling law, with further legal action prepared should the outstanding payment not be resolved promptly.

This case will remain open, actively monitored, and publicly documented until the full outstanding amount is credited to the player’s bank account.

Update : Mail to 20bet and Curaçao Gaming Control Board 

Dear 20Bet Support Team,

I am writing regarding my remaining pending withdrawal of 3,500 CHF, created on 21 December 2025, which is still marked as "Pending" on my account.

For the sake of clarity and completeness, please find below a factual summary of all withdrawals that have already been approved by your team and successfully credited to my bank account, strictly based on your confirmation emails and bank statements:

24.12.2025 – 3,726 CHF (approved and paid)

25.12.2025 – 3,726 CHF (approved and paid)

26.12.2025 – 3,726 CHF (approved and paid)

02.01.2026 – 3,726 CHF (approved and paid)

04.01.2026 – 3,726 CHF (approved and paid)

All of the above withdrawals are fully completed and settled.

According to your own Terms & Conditions, the applicable withdrawal limits are:

4,000 EUR (or equivalent) per 24 hours

10,000 EUR (or equivalent) per week

40,000 EUR (or equivalent) per month

Based on the approval dates listed above, no daily, weekly, or monthly withdrawal limit is currently exceeded.

There is therefore no contractual or regulatory justification for delaying the remaining 3,500 CHF withdrawal.

Please be advised that I am in possession of:

All your withdrawal confirmation emails showing approval dates

Screenshots of my withdrawal history

Bank statements confirming successful payments

Your written communications specifying processing timelines

All of this documentation is now being compiled and transmitted as part of an ongoing complaint to the Curaçao Gaming Control Board, as well as to an independent legal counsel specialized in gambling law, for further legal and regulatory assessment.

I am therefore formally requesting that the remaining 3,500 CHF withdrawal be processed today without further delay.

Any continued postponement will be documented and included in the regulatory and legal proceedings already initiated.

I trust you will now take the appropriate steps to resolve this matter promptly.

Sincerely

Dear bj21, thank you for your response. I would like to ask you to avoid sending a large number of messages, as it makes it difficult for us to provide a prompt response.

Could you please confirm whether your last pending withdrawal has been made in the same payment method as the previous ones?

Thank you in advance for your reply.

Final Case Update

The final pending withdrawal has now been credited to my bank account.

All requested withdrawals have been fully paid.

The issue is therefore resolved, and the case can be closed.

Thank you to the mediation team for their involvement.

Dear bj21,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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Attila Gorkij

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