20Bet Casino - 決済が遅延しているとのクレームがあります。

Good morning, I have tried to make withdrawals for many times, of which they have not been possible. First they tell me that the withdrawal is approved and I go to the casino page and it is rejected. I have tried with 3 cards, with all of them they tell me the same thing that the withdrawal is approved and then it is rejected. They have told me that it is a bank issue and I have called the banks and they say that they do not have anything blocked, they even sent me an email. I communicate with them in the online chat and they do not solve anything for me, they tell me that they are going to speak with the corresponding department and that they contact me and they never do, I am saying that I have been with the same thing for days. And the strangest thing is that once I was approved for a withdrawal of $2,900 but now it turns out that none is approved, even though they tell me by mail that the withdrawal is approved. I attach the email as well as the screenshot of the national bank of Costa Rica

Buenos días , he tratado de realizar retiros por muchas veces , de los cuales no se han podido realizar . Primeramente me dicen que el retiro está aprobado y me meto a la página del casino y sale rechazado . He intentado con 3 tarjetas , con todas me dicen lo mismo que está aprobado el retiro y luego sale rechazado . Me han dicho que es tema del banco y he llamado a los bancos y dicen que ellos no tienen nada bloqueado , inclusive me pusieron un correo . Me comunico con ellos en el chat en línea y no me resuelven nada , me dicen que van a hablar con el departamento correspondiente y que se comunican conmigo y nunca lo hacen , estoy hablando que desde hace días estoy con lo mismo . Y lo más extraño es que una vez si me aprobaron un retiro de $2900 pero ahora resulta que no me aprueban ninguno , aun cuando por vía correo me dicen que está aprobado el retiro . Adjunto el correo así como la captura de pantalla del banco nacional de Costa Rica

Dear Esteban2013,

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

I'm reviewing the general response they send me, it's not a matter of how long they take to make the transaction, I'm talking about the fact that they approve the withdrawal and then reject it, the money returns to my account. The withdrawal is approved and then they reject it, I hope you can read what I put and analyze it

Estoy revisando la respuesta generalizada que me envían , no es un tema de que duren en hacer la transacción , hablo de que aprueban el retiro y luego lo rechazan , el dinero vuelve a mi cuenta . Se aprueba el retiro y luego lo rechazan , espero puedan leer lo que les puse y analizarlo

Thank you for your reply, Esteban2013. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Have you made any successful withdrawals before? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Esteban2013,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.