20Bet Casino - O jogador acredita que o seu pagamento foi atrasado.

I wanted to argue that this casino uses fairly complex withdrawal rules, after requesting verification of personal data they still do not process my withdrawals. The first withdrawal was requested on 20/03, the casino replied that they needed verification of my personal data. After verifying my data I sent all the

verification evidence the casino is not processing my withdrawals and is leaving them pending. contacting the

Support says that the withdrawal is in queue but after 24 hours from the first request they do not process anything. Customer service contacted them they say that they are verifying my account but in reality it is already verified.

Volevo contestare che in questo casinò utilizzano delle regole di prelievo abbastanza complesse, dopo aver richiesto la verifica dei dati personali continuano a non elaborare i miei prelievi. Il primo prelievo è stato richiesto giorno 20/03, il casinò mi ha risposto che avevano bisogno della verifica dei miei dati personali. Dopo aver verificato i miei dati inviato tutte le

prove di verifica il casinò non elabora i miei prelievi e li lascia in attesa. contattando il

Supporto dice che il prelievo è in coda ma superate le 24h dalla prima richiesta non processano nulla. L’assistenza clienti contattandola riferiscono che stanno verificando il mio conto ma realmente risulta già verificato.

Dear Gianluca0,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

After having carried out the kyc checks the casino insists that I have placed a bet higher than the VIP bonus 6 but I had actually placed bets of €5 and the last €5 unlocked the bonus and as per the screen I have satisfied the requirements of the

Episode but, they contacted me saying that I had not respected them.

obviously since it's a big win they obviously challenge it, I didn't buy any bonus also because I didn't have the money to buy it but I won it with the €5 bet

Dopo aver effettuato le verifiche kyc il casinò mi impunta di aver effettuato una puntata superiore al bonus vip 6 ma io realmente avevo effettuato giocate di 5€ e ultimi 5€ mi ha sbloccato il bonus e come da screen ho soddisfatto i requisiti della

Puntata ma, mi hanno contattato dicendo di non averli rispettati.

ovviamente trattandosi di una grossa vincita loro ovviamente si impugnano, io non ho acquistato nessun bonus anche perché non avevo a disposizione soldi per acquistarlo ma l’ho vinto con la puntata dei 5€ 

after all these episodes I think I have exceeded the bonus requirements as the site also says and I have unlocked the money and made it withdrawable.

dopo tutte queste puntate credo di aver superato i requisiti del bonus come anche dice il sito e di aver sbloccato i soldi e averli fatto diventare prelevabili.

The casino produced a file for me with all the games in an Excel file, where the bets related to VIP 6 are highlighted. I have played in several casinos, I would like to understand why the casino, as it says, after exceeding the permitted bet, did not automatically cancel the bonus? What reason did I have to bet €15 at a time after winning over €700 with a €5 bet?

I know well how it works and before playing with €15 I checked if I had reached the wagering requirements of the bonus and look at that, they had been reached as per the screen I attached above. I understand that the winnings are exaggerated based on the deposits I made for a total of about €1500 at this point if they don't want to pay me the winnings at least refund my deposit.

Il casinò mi ha prodotto un file con tutte le giocare in un file Excel, dove si evidenziano le puntate relative al vip 6. Io ho giocato in diversi casinò, vorrei capire allora per quale motivo il casinò come dice dopo aver superato il bet consentito non ha annullato automaticamente il bonus? Che motivo avevo di scommettere 15€ a volta dopo aver vinto oltre 700€ con un bet a 5€?

Io so bene come funziona e prima di giocare a 15€ ho controllato se avevo raggiunto i requisiti di scommessa del bonus e guarda un po’ , erano stati raggiunti come da screen che ho allegato su. Io capisco che la vincita sia esagerata in base al depositi che ho effettuato per un totale di circa €1500 a questo punto se non vogliono pagarmi le vincite almeno rimborsatemi il mio deposito.

Nothing has been resolved so far, they say they followed the rules

Al momento non è stato risolto nulla, dicono di aver seguito le regole

Dear Gianluca0,

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.

They confiscated my money so I didn't receive it

Mi hanno confiscato il denaro quindi non ho ricevuto

Dear Gianluca0,

Can you please forward the betting history the casino has sent you to nikolas.b@casino.guru?

Additionally, is there any indication when exactly was the wagering of your bonus finished?

Looking forward to hearing from you.

Regards,

Nick

I sent the bet via email, the site told me that the Bet requirements had been met, otherwise my balance would be withdrawn.

Inviata la scommessa tramite e-mail, il sito mi diceva terminati i requistiti di Bet altrimenti il bilancio mi veniva ritirato

Dear

Thank you for providing your betting history.

Unfortunately, after reviewing it, we must conclude that the casino has voided your winnings according to their bonus terms and conditions.

It is clearly visible that you have made bets over the maximum allowed limit of 5€.

As per their terms, they had right to confiscate the winnings generated from that specific bonus.

Is there anything else we could assist you with?

Regards,

Nick

Dear Gianluca0,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru