20Bet Casino - プレイヤーのアカウントがブロックされました。

I had a withdrawal of €1000 and my account was blocked

Ich hatte eine Auszahlung in höhe von 1000€ offen und mein Account gesperrt

Hello Bilaltem38,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 20bets Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My ID was verified yesterday

got everything with real money

I wrote to the casino yesterday but I always got the same answer

Mein Ausweis wurde gestern verifiziert

habe alles mit echtgeld erreicht

habe gestern mit dem casino geschrieben aber es kam immer nur die gleiche Antwort

Please note that the casino may restrict your access during the verification process and it might take up to 14 days to finish it. Can you please clarify since when exactly is your account closed? It it was less than the recommended time frame, I would recommend to wait only and forward all the documents requested by the casino to them as soon as possible.

It was blocked on October 5th, I then sent all the documents back again and again, but I only got the same answer that it was no longer of any use, even though my €1000 profit was in there

Es wurde am 5.10 gesperrt ich habe danach alle Dokumente immer wieder hin geschickt doch es kam nur die selbe antwort das es nichts mehr bringt obwohl mein 1000€ gewinn da drin steckt

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Dear Bilaltem38, thank you for all the information provided. We will definitely need more information from the casino regarding the block so I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks

Danke

Hello, Bilaltem38,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 20bets Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 20bets Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Bilaltem38,

I have received the information that the casino does not have a registered account with the details you filled in upon submitting the complaint. Therefore, it is not able to review your complaint.

Also, please open the casino's website link by clicking HERE. Is it the correct casino that you are registered with?

No it was called 20 bet casino

Nein es hieß 20 bet casino

So, is this (20Bet Casino) the correct one, please?

And

Ja

And

Ja

Alright, thank you. I updated it in the system.

Dear 20Bet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

The player in question has uploaded an edited ID, with the edited DOB, and due to that, the Security Department has decided to close the account as fraud and refund all deposits.

Thank you.

Greetings all,

Thank you, 20Bet Casino, for your email and the provided data.

Dear Bilaltem38,

It is obvious that the photo of your ID that was provided to the casino was edited. The year in your date of birth was amended. It means the casino's Terms and Conditions were breached. Players are obliged to provide the casino with the correct, true, and valid personal data that have to be verified.

What is the amount of all your deposits? Can you please confirm that your deposits have been already returned?

Dear Bilaltem38,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, 20Bet Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru