20bets Casino - 選手の退会が遅れました。

hello i have complete the verification which is id and proof of residence and when i asked withdrawal since 3/9/22 started my problems

from 5/9 they have frozen my account with ''excuse'' under investigation and they asked video verification more i sent them but always find more ''problems'' can you help pls and never never anwsered with email and live chat never get anwsered.

Dear ntinos11155,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

yes i understand but let me show that they stal and kidding/joking and finding another reason so not complete the verification cause the documents is complete, i send them the document the video document verification on 8/9/22 which on paper my name surname username casino and verbaly say them on the video (try to do it on yourself and tell me if it isnt hard and difficult to be clear and loud on) i received a message from support@20bets

saturday 10/9/2022 from todd /support agent which says send ''send us the video with the an updated date on the paper in the same format as the last one''(until then always was MP4) i sent it to FLV . today sunday 11/09/22

they want another format video and to do again the video they don accept the date on paper(HAHAHA)i have all this on msg they dont want from me to do verification they dont cooperate i sent them my documents but they hurt them format video date on paper details...

today it has been done the verification but still blocked and not received the withdrawal

I fully understand your frustration, ntinos11155. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by the end of this week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

thanks ok then.

until today 20/9/22 nothing news from the bet company.

Thank you very much, ntinos11155, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello Tntinos11155,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and would like to invite 20bets Casino to join the conversation and participate in the resolution of this complaint.

Dear 20bets Casino,

Considering the player's verification is completed, can you please update us on the player's withdrawal status? And could you please explain why the player's account is still blocked?

Thank you for providing the information.

Best wishes,

Tomas

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’.

Dear Tntinos11155,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I wish I could be of more help.

Kind regards,

Tomas