20Bet Casino - 選手の退会が遅れました。

Hello, i made 3 withdraws in this company the last 2 were successful (150 euros each) but the first one (650 euros) at 20.07.2022 never made it to my account. They keep telling me its successfully but i communicated with my bank and told me that this transaction doesn't exist and its not normal to take so many days (15 working days) while the other two took only 1 working day. The bank says that the withdraw probably was send back or it never existed to begin with. So after that i tried to communicate with them again (at least 5th time) and they keep forwarded me from one responsible department to another. Can you help me to take my money? I can provided any documents are necessary.

Dear thwmas2012,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if your winnings were accumulated with or without an active bonus? Was your account verified successfully, please? Have you received any transaction tracking number from the casino?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello my account is verified,and I didn't use a bonus. They send me a "receipt" of the transaction. But what appears to be the problem is that the withdrawal i did at 21.07 has been sent to my account the very next day but the one I am waiting for is from 20.07 passed 16 days so it looks kinda weird.

Thank you very much, thwmas2012, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear thwmas2012,

I am so disappointed to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a 20Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear 20Bet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello all,

We are currently investigating the case regarding the withdrawal with the payment system. Once we receive the update, we will inform you right away!

Thank you.

Dear 20Bet Casino,

Thank you very much for the provided information.

I am looking forward to your response.

Kind regards,

Stefan

Hello all,

Passed 18 days of investigation.. 20 bet you forward this issue to your financial department from 11/8/2022. It is very weird that withdrawal from 20/7/2022 and didnt arrived to my account yet.

Any news about this payment; that amount of money didnt appears to my bank account and also didnt returned to my 20bet account yet.

At least you can send my money back to 20bet account and try another method of cashout..

Iam afraid that this payment never made and i will never take my money..

This is the first time in 10 years of playing in many betting and casinos sites waiting about 1 and half month for a payment.

Hello all,

We have contacted the payment provider, therefore the payment provider has contacted the bank.

Since we haven't received any updates from the bank yet, we are unable to give any reply to the case.

But anyway, we are asking for the updates daily and if there will be any, we will inform you right away.

Thank you all for your patience.

Hello,

The payment system is requesting the customer to provide an official signed document which confirms that the payment was never received.

Also, the VIP manager will email the customer an email with what exactly we need.

Sorry for the inconvenience, but it was requested by the payment system that was processing the payment in question.

Thank you in advance.

Dear 20Bet Casino,

Thank you very much for the provided information.

Dear thwmas2012,

Could you please follow the instructions in the email and contact me here after that? Thank you for your patience.

Kind regards,

Stefan

Hello Stefan,

I send them again the statements of my bank account they asked for. Money still didn't arrived to my account...

Stefan yesterday i was send to your email my bank statements.

Thanks for your help.

Dear thwmas2012,

Thank you very much for your cooperation and provided documents.

Dear 20Bet Casino,

Could you please provide us with the news regarding this complaint?

Kind regards,

Stefan

Hello all,

Finally, we have resolved the case with the missing funds.

The bank has replied that the transaction in question has failed and we have force-canceled it, so the funds were returned to the player's balance.

The player may set another withdrawal.

We are sincerely sorry for all the inconvenience caused and thank you for your patience.

Dear 20Bet Casino,

Thank you for the provided information.

Dear thwmas2012,

Feel free to withdraw your funds and let me know once you receive the payment. I am looking forward to your answer.

Kind regards,

Stefan

Thank you very match for your help.

The money is on my account now.

Dear thwmas2012,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan