20Bet Casino - プレイヤーが賞金を受け取れずにいます。

I have €3050 in winnings and I decide to withdraw them, to my surprise they start rejecting all my withdrawals asking me for a lot of documents, even from my bank, transactions that have nothing to do with the bookmaker, I have already requested 12 withdrawals and they cancel them even asking me for things that they have already asked me for... it's crazy and I contact customer service and they tell me the same thing as always that for security they have to verify it, that I shouldn't worry and so I have 12 requests, apart from that I went into opinion pages and I see that there are many people affected by the same thing that when it comes to making withdrawals they always cancel them keeping the money, I don't know what to do anymore, I'm desperate...

Tengo 3050 € de ganancias y decido retirarlos para mi sorpresa empiezan a rechazarme todas las retiradas solicitandome un montón de documentos incluso de mi banco transacciones de nada que ver con la casa de apuestas, llevo solicitado ya 12 retiros y me lo cancelan incluso pidiendome cosas que ya me han pedido...es de locos y contacto con atención al cliente y me dicen lo mismo de siempee que por seguridad tienen que verificarlo que no me preocupe y asi llevo 12 solicitudes, a parte de eso me metido en páginas de opiniones y veo que hay muchísima gente afectada por lo mismo que a la hora de hacer retiros siempre los cancelan quedandose con el dinero ya nose que hacer estoy desesperado...

Dear Alvaro10,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Alvaro10,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Alvaro10,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru