20bets Casino - Igrački račun je zatvoren nakon pokušaja povlačenja.

Hello team,

I have a complaint about 20bets casino. I deposit money and selected the 200% deposit bonus. I play and wager the bonus and won 1655 USD. I made a withdraw and I got the email see 20bets4.jpg

I made this video and sent. Couple days later I did not got a response back. I contacted the Livechat and they checked it for me. They sent me another email with again saying make a new video in the selfie mode and both sides of your identity document. See the screenshots

I made this video and I made a second video showing my passport on both sides.

Then i checked couple days later the status and see that i am blocked. I email them but no response after 4 days. I am unable to login to contact livechat i am stuck now...

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Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Has the casino indicated that there might be a problem with approving specific documents?
• Which documents were approved and which were not, to your knowledge?

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

Hello Atilla thanks for the quick response.

+Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

I play slot machines

+Has the casino indicated that there might be a problem with approving specific documents?

I uploaded my KYC documents ID and proof of address on the website in my account page.

+Which documents were approved and which were not, to your knowledge?

I received a couple days later a email with make a video verification, so i made the video. Then i received a second email as the first video i made was not correct. So i made a new video in selfie mode with piece of paper and pronouncing the words on the paper in English. After i sent this video i waited a couple days. Then i wanted to login on 20bets website to ask the livechat support how it was going, then i see they blocked me..

I sent a email to kyc@20bets.com asking that my account is blocked and i can not login. I have 0 replies since, i have no idea why i am blocked.

Dear Hus777,

Thank you for your reply. Could you please forward the documents you provided to the casino for verification prior to losing access to your account? You can reach me via email at attila.g@casino.guru.

Thank you for your patience and cooperation.

Hello Attila,

I forwarded the emails sent with the videos I made as exrta KYC and I sent my documents what I uploaded on 20bets, thank you. See email attila.g@casino.guru

Dear Hus777,

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, Michal (michal.k@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

Hello Hus777,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite 20bets Casino to join the conversation.

Dear 20bets Casino,

I kindly request clarification regarding the reasons behind the closure of the player’s account, including the remaining balance.

If there are any relevant details or circumstances that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Hus777,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

While 20bets Casino once held a gaming license from the Curaçao Gaming Authority (CGA), we are unable to verify its current validity due to the site's inaccessibility.

Although the CGA does not address individual disputes between players and gaming operators, they may investigate potential legal violations, such as operating without a valid license. Therefore, it could be worth a try to reach out to them. You can file a complaint by emailing complaints@cga.cw.

You might find our article How to submit a complaint to a regulator | Casino Guru and Licensing Authority – Curaçao Gaming Authority | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Kind regards,

Michal

Casino Guru