20Bet Casino - Os ganhos do jogador não são creditados após uma falha no jogo.

On 11/03/2026, I deposited €200 at 20Bet to play a 36 Coins casino game. At the end of the 12th bet of €10, I achieved the objective of the game, which consists of placing 4 coins in the middle of a board. Now, the game has the screen memorized from the last time we played, and I had a chest worth €300, my biggest reason for playing to see if I could get it. And it did, that special jackpot, plus the coins that came out in the respective boxes, gave us a prize of 730€. The game crashed at that point, and I had to re-enter the game, only to be surprised to find that the platform hadn't memorized the winning move of €730, only the amount I had in my bankroll of €80. Outraged, I contacted support. The first operator said he was working on it and would tell me, but it didn't happen. I contacted support again, and after my insistence they opened a ticket with NR 96973. Everything was fine. I received an email from 20Bet saying that they had no evidence of any problem with the game and that they would not credit the 730€ prize. Now, I'm not crazy, nor would I be if I hadn't actually won. Besides, after the 4 coins in the middle come out, we have 3 rounds for more coins to accumulate a prize. And if a new coin comes out, we have 3 rounds again. So you can be even more sure of the prize. At the end of the spins in which no more coins came out, the game crashed and I couldn't even press the button to withdraw my winnings. I appealed again to 20 Bet for common sense, but to no avail. I'm outraged and annoyed by such a situation that the bookmaker doesn't want to take on. Can you please help?

Thank you

No dia 11/03/2026, na casa apostas 20Bet, depositei 200€, para jogar um jogo de casino 36 Coins. Ao fim da 12a Aposta de 10€, consegui o objetivo do jogo que consiste em por 4 moedas no meio dentro de um quadro. Ora, o jogo fica com a tela memoriza desde a última vez que jogamos, e tinha um baú com valor de 300€, meu maior motivo para jogar a ver se sacava. E bateu, esse vai especial, mais as moedas que saíram nas respectivas casas deu premio de 730€. O jogo Crashou nesse momento, e tive de voltar a entrar no mesmo, qual o meu espanto é que a plataforma não tinha memorizado a jogada ganha dos 730€, e apenas o valor que tinha na banca de 80€. Indignado, contatei o suporte. E que o primeiro operador disse que estava a tratar e que me contava, não aconteceu. Voltei a contactar o suporte, após minha insistência abriram ticket com NR 96973. Tudo certo. Recebo um email da 20Bet a dizer que não tinham indícios de qualquer problema no jogo e que não iriam creditar o prêmio de 730€. Ora, eu não sou maluco, nem tal o faria se realmente não tivesse ganho. Além de que, após sair as 4 moedas no meio, temos 3 rodadas para que saem mais moedas acumular prêmio. E se sair nova moeda voltamos a ter as 3 rodadas. Daí ainda mais ter a certeza do prêmio. Após finalizar as rodadas em que não saíram mais moedas, Crashou, não deixando sequer poder carregar no botão de levantar o ganho no jogo. Apelo novamente à 20 Bet o bom senso mas em vão. Estão indignado, aborrecido por tamanha situação que a casa apostas não quer assumir. Podem ajudar por favor?

Obrigado

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Dear DiogoRodrigues,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case, as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hello Veronica

I enclose the Request.

-The time, and I mark the bet that I believe to be .

-The response from the bookmaker confirming the win of €730 but that I didn't finalize the bet, obviously I couldn't because the system crashed. I'm really disgusted with them. I've had withdrawals requested since the 8th and I still haven't received them. I also have 3100€ of winnings in the account that I'm trying to withdraw and they cancel it, print attached. They are acting in bad faith.

-Screenshot in black when it crashed.

Unfortunately I don't have a screenshot of the winnings because I didn't have time, even I didn't count on it.

Thank you

Olá Verônica 

Remeto em anexo o Solicitado.

-A hora, e assinalo a aposta que creio ser .

-A resposta da casa de apostas que confirma o ganho de 730€ mas que não finalizei aposta, obviamente não consegui porque o sistema crashou. Estou super indignada com eles. Aperte disso estou com saques pedidos desde dia 8 e ainda não os recebi. Tbm tenho 3100€ de ganhos na conta que estou a tentar fazer saque e eles cancelam, print em anexo. Estão agir de má fé.

-Print da tela em preto quando Crashou.

Infelizmente só não tenho print da tela com os ganhos porque não deu tempo, nem eu contava com isso.

Obrigado 

And I add more emails that say there are no records, and another saying that it actually generated a win of €730. They say it generated I don't know what and the bet was lost, when I have a screenshot in black showing that it crashed.

Revolting that the 20 Bet house doesn't want to take responsibility.

E acrescento mais emails que dizem não haver registos, e outro a dizer que efetivamente gerou um ganho de 730€. Dizem que gerou não sei o que é aposta foi perdida, quando eu tenho um print de tela a negro a compravar que Crashou .

Revoltante não a casa 20 Bet não querer assumir as responsabilidades.

Emails

• Thank you for the screenshots. Can you see the win of €730 in your account? Have you tried requesting customer support through email to send you your gaming history in Excel format, starting on the day you won the €730?
• Could you also explain in more detail the issue with your repeatedly declined withdrawal requests? Are there any pending withdrawal requests currently in your account?
• What is the real-money balance in your account?

Hello, The problem with this complaint is that I won 730€ in the casino and the game crashed, not crediting the amount won and giving a losing bet. I have contacted 20 Bet several times and they continue to refuse to credit the winnings. They acknowledge that I won €730 but that the bet was lost. Which is not true. The screen went black and I couldn't do anything else. When it crashes, when I return to the game, it always returns to the position where it crashed. It memorizes. Not this time. I just want them to credit the 730€ because I know I won it

Olá, Problema desta reclamação ter ganho 730€ no casino e jogo Crashou, não creditando o valor ganho e dado aposta perdida. Já contatei varias vezes a casa 20 Bet e continuam a recusar o ganho. Reconhecem que houve o ganho 730€ mas que aposta foi perdida. O que não é verdadeiro. Pois fiquei com a tela preta e não consegui fazer mais nada. Quando acontece esta situação, de crashar, ao voltar ao jogo, ele sempre volta na posição que Crashou. Memoriza. Desta vez não. Só quero que eles creditem os 730€ pois sei que os ganhei

Hello DiogoRodrigues,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear DiogoRodrigues;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear DiogoRodrigues,

Thank you for your detailed explanation and for the information you have provided so far.

I understand how frustrating this situation must be, especially given the conflicting responses from the casino regarding your alleged winnings.

To be able to assess your case as accurately as possible and proceed further, I would like to clarify a couple of important points:

Could you please confirm whether you requested your full game history (ideally in Excel format) from the casino for the date of the incident, and if so, does it show this specific round or any irregularity?

Do you know the exact date and approximate time when the issue occurred, and could you confirm whether the game provider (not only the casino) has been contacted or mentioned in the casino’s response?

These details are very important, as game providers usually store round data independently, which can help verify whether the win was generated.

In the meantime, if you have any additional screenshots, emails, or communication with the casino (especially mentioning the €730 win), please feel free to share them here or send them to my email at karla.m@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Karla

Dear DiogoRodrigues,

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.

Hello, Karla.

Everything I have has already been put here in the process.

Thank you

Olá Karla.

Tudo que tenho já foi colocodo aqui no processo.

Obrigado

Dear DiogoRodrigues,

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, Martin L., (martin.l@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,

Karla Mayfly

Hello DiogoRodrigues,

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? Could you please clarify the technical issue? Thank you in advance for providing us with your view of the matter.

On 11/03/2026, I deposited €200 at 20Bet to play a 36 Coins casino game. At the end of the 12th bet of €10, I achieved the objective of the game, which consists of placing 4 coins in the middle of a board. Now, the game has the screen memorized from the last time we played, and I had a chest worth €300, my biggest reason for playing to see if I could get it. And it did, that special jackpot, plus the coins that came out in the respective boxes, gave us a prize of 730€. The game crashed at that moment, and I had to log back in. What a surprise it was that the platform hadn't memorized the 730€ winning move, only the 80€ I had in my bankroll. Outraged, I contacted support. The first operator said he was working on it and would tell me, but it didn't happen. I contacted support again, and after my insistence they opened a ticket with NR 96973. Everything was fine. I received an email from 20Bet saying that they had no evidence of any problem with the game and that they would not credit the 730€ prize. Well, I'm not crazy, nor would I be if I hadn't actually won. What's more, after the 4 coins in the middle come out, we have 3 rounds for more coins to accumulate a prize. And if a new coin comes out, we have 3 rounds again. So you can be even more sure of the prize. At the end of the spins in which no more coins came out, the game crashed and I couldn't even press the button to withdraw my winnings. I appealed again to 20 Bet for common sense, but to no avail. I'm outraged and annoyed by such a situation that the bookmaker doesn't want to take on.

Thank you

No dia 11/03/2026, na casa apostas 20Bet, depositei 200€, para jogar um jogo de casino 36 Coins. Ao fim da 12a Aposta de 10€, consegui o objetivo do jogo que consiste em por 4 moedas no meio dentro de um quadro. Ora, o jogo fica com a tela memoriza desde a última vez que jogamos, e tinha um baú com valor de 300€, meu maior motivo para jogar a ver se sacava. E bateu, esse vai especial, mais as moedas que saíram nas respectivas casas deu premio de 730€. O jogo Crashou nesse momento, e tive de voltar a entrar no mesmo, qual o meu espanto é que a plataforma não tinha memorizado a jogada ganha dos 730€, e apenas o valor que tinha na banca de 80€. Indignado, contatei o suporte. E que o primeiro operador disse que estava a tratar e que me contava, não aconteceu. Voltei a contactar o suporte, após minha insistência abriram ticket com NR 96973. Tudo certo. Recebo um email da 20Bet a dizer que não tinham indícios de qualquer problema no jogo e que não iriam creditar o prêmio de 730€. Ora, eu não sou maluco, nem tal o faria se realmente não tivesse ganho. Além de que, após sair as 4 moedas no meio, temos 3 rodadas para que saem mais moedas acumular prêmio. E se sair nova moeda voltamos a ter as 3 rodadas. Daí ainda mais ter a certeza do prêmio. Após finalizar as rodadas em que não saíram mais moedas, Crashou, não deixando sequer poder carregar no botão de levantar o ganho no jogo. Apelo novamente à 20 Bet o bom senso mas em vão. Estão indignado, aborrecido por tamanha situação que a casa apostas não quer assumir.

Obrigado

Hello DiogoRodrigues,

We have clarified the information regarding this case with the relevant team. According to both our logs and the game provider’s back-office data, the round in question ended with a loss, and no technical errors were detected during the review.

Please find the details below:

External Round ID: 5yc4y-f81nmw-9006-209853199-12

Timestamp (UTC): 11.03.2026 22:35:11

Bet amount: 10 EUR

Win amount: 0 EUR

During the round, you did indeed accumulate winnings of 730 EUR. However, you chose to use the Gamble feature, after which the amount was lost.

All relevant information on our side has already been checked and provided accordingly.

Please let us know if any additional clarification is needed.

Good afternoon

Obviously they say there is no technical error, they don't want to pay what I won. I didn't use any resources, the SYSTEM CRASHED. I've put the black print here.

Casa 20Bet is a disgrace, they don't take responsibility for their mistakes. Now the customer is crazy to claim what he won. And they confirm that it was a win. And I haven't played since... it's gone down.

For God's sake!? 20Bet tarnishes name for 730€.

It's sad, very sad!!!

Boa tarde

Obviamente que dizem não haver erro técnico, não querem pagar o que ganhei. Eu não usei nenhum recurso, o SISTEMA CRASHOU. Coloquei aqui o Print a preto.

Casa 20Bet é uma vergonha, não assumem as responsabilidades e erros. Agora o cliente é maluco de reclamar o que ganhou. E eles confirmam que a jogada deu ganho. E nada mais joguei..foi abaixo.

Por amor de Deus!? 20Bet mancha nome por 730€.

É triste, muito triste!!!

Dear casino representative,

thank you for your response. Would it be possible for the casino to provide us with the game log either as a screenshot or in its original form? In case you consider such evidence strictly confidential, you can send it privately to martin.l@casino.guru. It will not be shared with any 3rd party.

Hello Martin,

Thank you for your message.

We have sent the additional information regarding this case to your email. Should you require anything further from our side, please do not hesitate to let us know.

Dear casino representative,

thank you for your cooperation and for providing us with evidence pertaining to this case.

Dear DiogoRodrigues,

Thank you for your patience while we carefully reviewed your case, and I truly appreciate the detailed information you have provided throughout the process.

After receiving and analyzing the game log from the casino and the game provider, I would like to share our findings with you.

The records confirm that during the round in question, an amount of €730 was indeed reached within the game. However, this amount was still part of an ongoing game round and had not yet been finalized or credited to your balance. According to the log, the gamble feature was subsequently entered, and the full amount of €730 was placed at risk. The outcome of this action resulted in a loss, and the round was then completed with a final result of €0.

We understand that this situation can be very frustrating, but we have no available evidence which could prove the presence of a technical error or malfunction that would have affected the outcome of the round.

For this reason, we are unable to conclude that the casino has acted unfairly in this case.

I’m sorry that we couldn’t bring you a more favorable outcome, but please don’t hesitate to reach out if you need assistance with any other issue in the future.

Kind regards

Martin