20Bet Casino - A conta do jogador foi fechada inesperadamente.

Hello i play in 20bet and all is going good i make deposits and withdrawal with no problem one day 20bet inform me that close my account with all money to have in my account is full verification and in chat tell me to contact via e mail as i do but i do not receive answer i upload the first e email to send me when close my account

Dear souflisg,

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 have been a player at the casino?
• 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 passed account verification recently or in the past?

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

Dear souflisg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have been playing at the casino for about a month now, all the games without getting any bonus and I have passed all the kyc stages. Now I can't even log in to my account without any update from 20bet.

Παίζω στο καζίνο εδώ και ένα μήνα περίπου όλα τα παιχνίδια χωρίς να έχω πάρει κάποιο bonus και έχω περάσει όλα τα στάδια kyc .πλέον δε μπορώ καν να κάνω login στο λογαριασμό μου χωρίς καμια ενημέρωση απο την 20bet

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello souflisg,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the 20Bet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked? Have there been any issues with the verification process? Alternatively, is there a different reason for the actions taken by the casino? Please provide us with your view of the issue.

Hello,

Thank you for reaching out. We are currently reviewing the details of your inquiry and will get back to you with a full response shortly.

Thank you for your patience and understanding.

Dear 20Bet Casino representative,

thank you for your involvement in the case. We will be awaiting your response.

Hello Dear Martin,

We have sent you detailed information regarding this case to your email.

Dear souflisg,

I can confirm we have received the message from the casino. In the meantime, can you please provide us with your bank statement - presuming it was required during the verification process?

I can not understand please what exactly need..of course and I am here to send what every you need but please tell me exactly what need..thank you

Hello, to clarify, I asked you for a bank statement - bank copy. You can send it to martin.l@casino.guru

Hello, to clarify, I asked you for a bank statement - τραπεζικό αντίγραφο. You can send it to martin.l@casino.guru

I have send it ..please check

Dear souflisg,

I can confirm I have received your email. I am currently waiting for some more clarifications from the casino.

Dear Martin,

We have sent you some additional clarifications and details regarding the case to your email.

Dear casino representative,

thank you for your response. I believe the matter has been cleared up on our side.

Dear souflisg,

I have sent you one more email.

Yes I receive it..So i can not understand where is the problem?I am 18 years old and my father and my uncle send me money to play..where is here the problem?they close my account about what?Money laundering of course is not real because souflis d***** and souflis t******* is my family and of course if want to make money laundering they do not do it in 20bet...this is ridiculous answer sir..thay have to pay my 300e and next close my account..Thank you

Dear souflisg,

I understand your frustration, but this is one of the reasons why the casinos have strict verification procedures. They try to prevent fraud, third-party betting, and, though this might not necessarily be the case here, even money laundering - yes, money laundering is extremely common in casinos.

This applies to everyone, even when funds come from family members. The casino asked for your bank statement to verify your source of funds, but they just came from a family member - and now they have no idea where their money comes from.

In case any family members want to place bets, it should always be done on their own accounts - this is according to the standards upheld by all licensed operators adhering to gambling laws and their terms and conditions.

Dear parties,

Based on the casino’s explanation and further evidence submitted, including suspicious financial links and the use of third-party funds, we find the casino’s decision to close the account and withhold the balance justified under their Terms and AML policy due to collusion concerns. The case will now be closed. I understand this might not be the outcome the player has expected, but the evidence is clear.