20Bet Casino - 検証の問題により、プレイヤーの引き出しが遅れています。

I cannot complete verification process in casino. My case is the following: I started playing in August and got winning of 8500. My account was successfuly verified. I requested my first withdrawal and it was paid. So in total casino paid to me 2000 twice. After requesting the third withdrawal casino rejected it and started asking different documents for verification. I was asked to upload bank statement and I did so but casino didn't approve it. They also asked to provide proof of income. I uploaded my employyment contract but still they don't accept my documents. I provided selfies with special text as casino requested but they are rejecting my withdrawals again. I think they just don't want to pay. Please help me to get my winnings paid in full.

Dear v2931864,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Has the casino indicated which specific information is missing from your bank statement and employment contract, preventing their approval in the verification process? Do these documents contain necessary personal information including your name and bank account number?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports only?

When was the last time you communicated with the casino regarding your verification?

Have your selfies been approved during the KYC?

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

Best regards

Veronika

Dear Veronika,

Casino has not stated the reason of rejection of statement. They are just sending automatically generated texts "To proceed with your withdrawal, please upload your Online Bank's bank statement to your profile with all incoming and outgoing transactions from the last 3 months visible." As my bank account is newly opened, three full months haven't passed yet, but soon I will try once again to upload my bank statement for the whole period from opening till now. Of course it contains account details. One issue is also that I cannot upload original pdf version in the profile because there is no option. It is only possible to upload jpg and png files, so I convert my file to jpg and upload all pages separatelly. As I see they accept only first page. I tried to send pdf file by email but they asked to upload on the website. Even today I got request about last 3 months bank statement from casino.

They accepted my employeement agreement and selfies.

Yes, I played slots.

The casino was paying at the beginning, and I also played games, but as far as casino stopped paying, I decided not to play anymore.

Thank you for the explanation.

Have you contacted chat support to inquire if your bank statement could be sent in jpg or png format instead of a PDF?

Could you kindly specify when exactly will your bank account be 3 months old?

Please forward me the communication between you and the casino regarding the problems with your verification. My email address is veronika.l@casino.guru.

Hello,

Yes, I contacted chat support for help with format of uploaded documents. The agent suggested to take screenshots of pdf file and upload in the profile. I did so. They accepted only first page. Maybe it is enough for them. I am sorry I cannot send communication as it was via chat and I haven't saved the conversation.

Now I am requested to send the bank statement of last 3 month. I will send as soon as I get from bank.

Thank you for letting me know.

Could you please specify when exactly you will be able to send your bank statement showing the last 3 months of your transactions?

Hello,

On 10th of November I will have a full statement from 10th of August till 10th of November.

Thank you for your reply. Let's wait until November 10 for the necessary document. Once you receive it, please submit it to the casino and let me know their response. This will help us determine the next steps in resolving your complaint.

Thank you for your patience and cooperation.

Dear v2931864,

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.

Dear Veronika,

I sent full three months statement to casino as they requested. Waiting for them to review my documents.

Dear Veronika,

After sending requested documents casino closed my account and confiscated all amount. They informed me through email:

"Dear Player,

Our security department has identified activity in your account, which is considered as fraud.

In this regard, your account has been closed and all funds have been confiscated.

If in the future we find out that you have opened a new account in our casino, the accounts will also be closed and all funds confiscated.

This decision was made by the management of our casino and is not subject to further consideration.

Respectfully,

Casino Support Team"

It was obvious from the beginning that casino didn't want to pay the amount and requesting documents and delay in verification process was only the reason. It is nonsense that there is a fraud in my transactions, then I need evidence from casino that it was so. When did they decide that it was fraud? After paying me 4000 from my winning? They just dont want to pay as the winning is big.

Thank you very much, v2931864, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello v2931864,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite 20Bet Casino to join the conversation.

Dear 20Bet Casino,

I would appreciate it if you could provide further details regarding the closure of the player's account and the confiscation of the funds. Specifically, what actions or gameplay by the player were identified as violations of the terms and conditions? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru