20Bet Casino - Os ganhos do jogador foram confiscados.

They don't pay out prizes for invalid reasons.

I won a 5000€ prize without using any bonus or promotion.

They close my account and say that all my winnings will not be taken into account. They use the reason that the payment/download was made by a third party. I've sent proof that I'm a joint holder/2nd holder of the bank account in question, I've sent proof of IBAN with my name, date of account opening and they always reply with the same reason, emails always saying the same thing.

For the last two days they haven't even replied. I've tried several times to get them to go back on their decision, but the idea is that they just don't want to pay my premium.

I've always clarified their questions via chat and asked if it wouldn't be better to send all the documentation first and check my casino account before requesting a withdrawal. The answer I got several times was, quote, "request your withdrawal".

Não pagam os prémios usam motivos inválidos.

Ganhei um prémio de 5000€ sem usar qualquer bónus ou promoção.

Encerraram a minha conta e dizem que todos os meus ganhos não serão considerados. Usam motivo de o pagamento/carregamento ter sido efetuado por terceiros. Enviei comprovativos bancários que sou co-titular/2.ª titular da conta bancária em causa, enviei comprovativo de IBAN com o meu nome, data de abertura de conta e respondem sempre com o mesmo motivo, emails sempre a dizer o mesmo.

Nos últimos dois dias não respondem sequer. Tentei por várias vezes que voltem atrás com a decisão, mas a ideia que transmitem é que apenas não querem pagar o meu prémio.

Sempre esclareci as questões que tinham via chat e questionei se não seria melhor enviar todo a documentação primeiro e verificar a minha conta do casino antes de solicitar levantamento. A resposta que obtive por várias vezes foi passo a citar "solicite o seu levantamento".

Dear amarques85,

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 were you a player of the casino and when exactly was your account blocked? 
• Did the casino cite any rules as to why your account was blocked and winnings withheld?
• Do I understand you deposited via a card associated with a joint bank account, and you are a beneficiary of that account?
• 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? 
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good afternoon Tomas,

Thank you in advance for your help.

I've just sent all the requested information to your e-mail address.

Sincerely

Ana ***

Boa tarde Tomas,

Agradeço desde já a ajuda.

Acabei de enviar todas as informações solicitadas para o e-mail.

Atenciosamente

Ana ***

Thanks for your patience.

Let me share your reply here:

Good afternoon,

Following your reply to my complaint, I am sending you the information you requested.

Could you tell me how long you have been a player at the casino and when exactly your account was blocked?

I created an account at the casino that same day, made 3 top-ups of €50, €100 and €200 for a total of €350 and all amounts were wagered in full.

Did the casino mention any rules as to why your account was blocked and your winnings withheld?

A copy of the reason was sent by email: Please be advised that we do not accept payments from third parties. Due to the fact that you used a third-party payment method, we have decided to close your account and deduct all winnings obtained by the third-party payment.

As I understand it, you deposited via a card associated with a joint bank account and you are the beneficiary of that account?

The deposit was made by ATM payment (entity/reference) I am the 2nd holder of that account and I informed you via chat that I could obtain proof of this, before they allowed me to send the proof they closed my account. I asked via chat if it wouldn't be better to send all the receipts and check the account before requesting withdrawals. The response I got from the agent more than once was, quote, "request your withdrawal".

What games have you played to build up your current casino balance? (slots, live games, sports betting)

I only played Joker Jewels.

Did you reach your current balance with the help of a bonus?

No, I just used the amount I deposited.

Could you share with me your communication with the casino about the problem? Send emails or chat transcripts to my email at tomas@casino.guruor post screenshots here

I enclose the receipts I have. And the emails exchanged. Please note that I did not initially request chat transcripts. It was only after my account was blocked that I realized I should have done so.

Thanks for your patience.

Let me share your reply here:

Boa tarde,

No seguimento da sua resposta a minha reclamação envio as informações solicitadas.

Você poderia informar por quanto tempo você foi jogador do cassino e quando exatamente sua conta foi bloqueada?

Criei conta nesse casino nesse mesmo dia, fiz 3 carregamentos com os valores de 50€, 100€, 200€ perfazendo um valor total de 350€ e todos os valores foram apostados na totalidade.

O cassino citou alguma regra sobre o motivo pelo qual sua conta foi bloqueada e seus ganhos retidos?

Cópia do motivo indicado por email : Informamos que não aceitamos pagamentos de terceiros. Devido ao fato de você ter usado um método de pagamento de terceiros, decidimos fechar sua conta e deduzir todos os ganhos obtidos pelo pagamento de terceiros.

Pelo que entendi, você depositou por meio de um cartão associado a uma conta bancária conjunta e é beneficiário dessa conta?

O depósito foi feito através de pagamento multibanco (entidade/referencia) sou 2ª titular dessa conta e informei via chat que poderia obter o comprovativo disso mesmo, antes de me permitirem enviar o comprovativo fecharam a minha conta. Via chat questionei se não seria melhor enviar todos os comprovativos e verificar a conta antes de solicitar levantamentos a resposta que tive do agente por mais que uma vez foi passo a citar "solicite o seu levantamento".

Quais jogos você jogou para acumular seu saldo atual no cassino? (caça-níqueis, jogos ao vivo, apostas em esportes)

Apenas joguei o jogo Joker Jewels.

Você atingiu seu saldo atual com a ajuda de um bônus?

Não, apenas usei o valor depositado.

Você poderia compartilhar comigo sua comunicação com o cassino sobre o problema? Envie e-mails ou transcrições de bate-papo para meu e-mail em tomas@casino.guru , ou poste capturas de tela aqui

Envio em anexo, os comprovativos que tenho. E os emails e trocados. Informo que inicialmente não pedi transcrições do chat. Só após o bloqueio de conta percebi que o deveria ter feito.

Thank you very much, amarques85, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 amarques85,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 20Bet Casino to join the conversation and participate in the resolution of this complaint.

Dear 20Bet Casino,

Can you please provide further information about this situation? Has the casino reviewed the evidence provided by the player in support of their claims?

Kind regards,

Adam

Hello amarques85,

We are sorry to hear that you have encountered this situation.

We would like to clarify a situation. A player made a deposit from her husband's bank account, but no supporting documents were uploaded to her casino account. According to our rules, the use of third-party payment means is prohibited. In this regard, all winnings received in violation of the terms and conditions are canceled, and deposits will be returned to the rightful owner.

The refund to the husband's account is already in process. For successful verification, the customer needs to upload the documents directly into her account as we do not accept them via chat or email. Thank you for your understanding.

Hello 20Bet Casino,

The player states that the account is an account owned by both the player and her husband and that both have access and use accordingly. If this is indeed the case, it may not be fair to confiscate the winnings from the player. The player also states that she tried to explain this but was ignored. Does the casino have evidence that suggests otherwise, and if the player can provide the necessary documents, can the casino reconsider the situation?

Kind regards,

Adam

Hello everyone,

Replying to 20Bet Casino.

"We would like to clarify a situation. A player made a deposit from her husband's bank account, but no supporting documents were uploaded to her casino account. According to our rules, the use of third-party means of payment is prohibited. In this regard, all winnings received in violation of the terms and conditions are canceled, and the deposits will be returned to the rightful owner."

1º The bank account has two holders: my husband and I, so it is not my husband's account.

2º I said via chat that I would ask the bank for proof of this, and asked the agent if it wouldn't be more prudent to check all these issues before requesting a withdrawal. The answer I got more than once was, quote, "request your withdrawal".

3rd It was not possible to send any documentation via the account because they closed my account the next day (the prize was won on 11/02/2025 and on 12/02/2025 mine had already been closed) without giving me the opportunity to send the necessary documents. and for this reason I then sent all the documentation via e-mail to prove that it is a bank account with two holders.

I would also add that :

Once again the answers you give are vague, you justify your decision with a non-existent reason, you have already understood that the reason is not valid but you still do not want to review the situation.

I await your reply

Sincerely

Ana M******

Olá a todos,

Respondendo ao 20Bet Casino.

"Gostaríamos de esclarecer uma situação. Uma jogadora fez um depósito da conta bancária do marido, mas nenhum documento de suporte foi carregado na conta do cassino dela. De acordo com nossas regras, o uso de meios de pagamento de terceiros é proibido. A esse respeito, todos os ganhos recebidos em violação aos termos e condições são cancelados, e os depósitos serão devolvidos ao proprietário legítimo."

1º A conta bancária tem dois titulares : sendo eles o meu marido e eu, logo não se trata de uma conta do meu marido.

2º Informei via chat que iria solicitar ao banco um comprovativo disso mesmo, e questionei o agente se não seria mais prudente verificar todas essas questões antes de solicitar levantamento. A resposta que tive por mais que uma vez foi passo a citar "solicite o seu levantamento".

3º Não foi possível enviar qualquer documentação pela conta porque encerraram a minha conta no dia seguinte, (o prémio foi ganho no dia 11/02/2025 e no dia 12/02/2025 a minha já tinha sido encerrada) sem me dar a possibilidade de enviar os documentos necessários. e por esse motivo enviei então toda a documentação via e-mail a comprovar que é uma conta bancária com dois titulares.

Acrescento também que :

Mais uma vez as respostas que dão são vagas, justificam a vossa decisão com uma motivo inexistente, já entenderam que o motivo não é válido mas continuam a não querer rever a situação.

Aguardo uma resposta

Atenciosamente

Ana M******

Hello,

We are sorry to hear about your situation, but we act strictly within our rules. The player had the opportunity to provide the necessary supporting documents but failed to do so. When it comes to financial transactions, it is important to be responsible.  

Unfortunately, we cannot offer any other solution in this situation.

Dear Adam,

If it is needed, we can provide evidence that the necessary documents were not provided.

Hello 20Bet Casino,

Please do provide all relevant evidence to my email, adam.m@casino.guru.

Could you please also clarify how you have come to determine that this payment method was not in the player's name?

Kind regards,

Adam

Good evening, everyone,

Replying to 20Bet Casino :

The prize was won on 11/02/2025 on the same day via chat I informed the agent that I would obtain proof from the bank confirming that I was co-holder of the bank account, a few hours later I receive an email that my casino account has been closed for using a third party payment and that they would not pay the prize.

Did I have a chance to send the documents? Don't you think they were a bit hasty in their decision to close the account?

The document proving co-ownership was sent via email on 14/02/2025.

Replying to Adam :

They came to the conclusion that the payment method would be in the name of a third party because I myself sent proof of my husband's IBAN since I didn't have proof in my name, I was unaware of the "we don't accept payment from third parties" rule and I was informed that the withdrawal would have to be made to the same bank account as the upload. When questioned about ownership, I was told that I would obtain proof of joint ownership of the same bank account.

I was instructed to make a new withdrawal.

A few hours later the casino account was closed.

It seems to me that I didn't have much of a chance to send the necessary documents, because they were very quick to close the casino account.

Looking forward to hearing from you

Sincerely

Boa noite a todos,

Respondendo ao 20Bet Casino :

A prémio foi ganho a 11/02/2025 no mesmo dia via chat informei o agente que iria obter um comprovativo da instituição bancária a confirmar que era co-titular da conta bancária, algumas horas depois recebo um email que a minha conta no casino foi encerrada por utilização de pagamento de terceiros e que não iriam pagar o prémio.

Tive a possibilidade de enviar os documentos? Não lhe parece que foram um pouco apressados na decisão de encerrar a conta?

O documento a comprovar a co-titularidade foi enviado via email no dia 14/02/2025.

Respondendo ao Adam :

Chegaram à conclusão que o método de pagamento estaria no nome de terceiros porque eu mesma enviei o comprovativo de IBAN do meu marido já que não tinha na minha posse comprovativo no meu nome, desconhecia a regra de "não aceitamos pagamento de terceiros" e fui informada que o levantamento teria de ser efetuado para a mesma conta bancária carregamento. Ao ser questionada sobre a titularidade informei que iria obter comprovativo de co-titularidade da mesma conta bancária.

E instruída a efetuar novo levantamento.

Poucas horas depois a conta no casino é encerrada.

Parece-me que não tive grande possibilidade de enviar os documentos necessários, porque foram bastante rápidos a encerrar a conta no casino.

Aguardo resposta

Atenciosamente

Hello amarques85,

Thank you for your explanation. Can I ask you to also send me the initial document that you sent to the casino (proof of your husband's IBAN). This can be sent to my email, adam.m@casino.guru.

Kind regards,

Adam

Good evening, everyone,

Information requested sent to your email Adam.

Thank you again for your help in trying to resolve this.

Sincerely

Ana

Boa noite a todos,

Informação solicitada envia para o seu email Adam.

Volto a agradecer a ajuda na tentativa de resolução.

Atenciosamente

Ana

Hello amarques85,

Thank you for the information provided, but it is not conclusive. Are you able to provide any other documents that show you both as named holders of the account, perhaps also with a list of transactions?

Kind regards,

Adam

Good afternoon, everyone,

Adam, I have sent you a new e-mail with the requested documents.

Sincerely

Ana

Boa tarde a todos,

Adam enviei novo e-mail com os documentos solicitados.

Atenciosamente

Ana

Hello amarques85,

I have received your email and reviewed the information you have provided. Unfortunately, it is not sufficient to show that the account is a joint account and not just owned by your husband.

I have also received additional evidence from the casino that further supports their claims, and that they have operated according to the terms and conditions.

Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Consequently, we are unable to continue assisting you in this case, and the complaint will be rejected.

I am sorry I couldn't be of more help on this occasion.

Kind regards,

Adam