20Bet Casino - O pagamento do jogador foi atrasado.

I'm having a problem with 20Bet and would like some help resolving the situation.

I am a verified customer on the platform, and this is the first time I have tried to make a withdrawal.

After earning legitimate winnings from sports betting, I requested withdrawals totaling approximately R$ 12,549. Initially, the requests remained pending for several days. During that time, I contacted customer support several times, but I only received generic responses stating that the withdrawal was being reviewed by the finance department and that I should wait.

Subsequently, all my withdrawal requests were canceled by the platform itself, and I received a request for additional verification (KYC).

20Bet requested a selfie of me holding my ID. I submitted the requested documentation according to the instructions I received. Since the first photo might not have been clear enough, I sent a second, clearer photo where the document’s details are visible.

Since then, the verification has remained marked as "Pending," and I have not received either approval or rejection of the documents.

Currently:

My account remains active.

The balance remains available in the account.

I have not been accused of fraud.

I have not been informed of any violation of the terms and conditions.

I have not received any specific explanation for the delay.

I keep receiving automated or generic responses from support.

It has been over a week since my first withdrawal attempt, and I still do not have access to my funds.

I’m concerned because I’ve found several complaints from other users reporting canceled withdrawals and repeated requests for documents. That’s why I’d like to understand:

Whether the documentation I submitted is sufficient.

Is there a specific issue with my account?

What is the actual timeframe for completing the verification process?

When I’ll be able to receive my earnings.

I’m willing to cooperate with any additional verification procedures, including submitting new documents or participating in a video call, if necessary.

I would appreciate any help in getting a concrete response from the operator.

Estou enfrentando um problema com a 20Bet e gostaria de ajuda para resolver a situação.

Sou um cliente verificado da plataforma e esta é a primeira vez que tento realizar um saque.

Após obter ganhos legítimos em apostas esportivas, solicitei saques que totalizavam aproximadamente R$ 12.549. Inicialmente os pedidos ficaram pendentes por vários dias. Durante esse período entrei em contato diversas vezes com o suporte, mas recebi apenas respostas genéricas informando que o saque estava em análise pelo departamento financeiro e que eu deveria aguardar.

Posteriormente, todos os meus pedidos de saque foram cancelados pela própria plataforma e recebi uma solicitação de verificação adicional (KYC).

A 20Bet solicitou uma selfie segurando meu documento de identidade. Enviei a documentação solicitada conforme as instruções recebidas. Como a primeira foto poderia não estar suficientemente nítida, enviei uma segunda foto mais clara, onde os dados do documento estão visíveis.

Desde então, a verificação continua marcada como "Pendente" e não recebi aprovação nem rejeição dos documentos.

Atualmente:

Minha conta continua ativa.

O saldo permanece disponível na conta.

Não fui acusado de fraude.

Não fui informado de qualquer violação dos termos e condições.

Não recebi qualquer explicação específica sobre o motivo da demora.

Continuo recebendo respostas automáticas ou genéricas do suporte.

Já se passou mais de uma semana desde minha primeira tentativa de saque e continuo sem acesso aos meus fundos.

Estou preocupado porque encontrei diversas reclamações de outros usuários relatando cancelamentos de saque e pedidos repetidos de documentos. Por isso gostaria de entender:

Se a documentação enviada é suficiente.

Se existe algum problema específico com minha conta.

Qual o prazo real para conclusão da verificação.

Quando poderei receber meus ganhos.

Estou disposto a cooperar com qualquer procedimento adicional de verificação, incluindo envio de novos documentos ou videochamada, caso seja necessário.

Agradeço qualquer ajuda para obter uma resposta concreta da operadora.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear carlos2400,

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

Dear carlos2400,

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 carlos2400,

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,
Karla
Casino.Guru