20Bet Casino - プレイヤーが賞金を受け取れずにいます。

Title of the claim:

20Bet rejects my withdrawal demanding a non-existent deposit

Case description:

On September 4th, I requested a withdrawal from 20Bet. However, the casino canceled my withdrawal, arguing that I needed to send proof of a deposit supposedly made on August 31, 2025, at 5:42:54 PM UTC.

After thoroughly reviewing my bank account and transactions, I can confirm that this deposit does not exist. There are no transactions at that time or close to that time, so the receipt you're requesting is impossible to present.

I have asked 20Bet support to send me internal evidence from their payment system to prove that such a deposit actually occurred, but so far they have not provided anything concrete.

The only transaction I have in my bank for 300,000 on August 31st comes out with another schedule and they reject it,

I believe the casino is using an impossible requirement as an excuse to not pay me. I request support from Casino Guru to ensure 20Bet processes my withdrawal fairly.

Thank you in advance for your help.

Título del reclamo:

20Bet rechaza mi retiro exigiendo un depósito inexistente

Descripción del caso:

El día 4 de septiembre, solicité retirar mis fondos de 20Bet. Sin embargo, el casino canceló mi retiro argumentando que debía enviar un comprobante de un depósito con, supuestamente realizado el 31/08/2025 a las 17:42:54 UTC.

Tras revisar minuciosamente mi cuenta bancaria y mis movimientos, confirmo que ese depósito no existe. No hay ningún movimiento en ese horario ni cercano, por lo que el comprobante que solicitan es imposible de presentar.

He solicitado al soporte de 20Bet que me envíen pruebas internas de su sistema de pagos para demostrar que tal depósito realmente ocurrió, pero hasta ahora no han entregado nada concreto.

El unico movimiento que tengo en mi banco por 300.000 el día 31 de agosto sale con otro horario y ellos lo rechazan,

Considero que el casino está utilizando un requerimiento imposible de cumplir como excusa para no pagarme. Solicito apoyo de Casino Guru para que 20Bet procese mi retiro de manera justa.

Gracias de antemano por su ayuda.

Dear player,

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 the 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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 player,

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,
Dominika
Casino.Guru