20Bet Casino - プレイヤーのアカウント残高は没収されます。

Hello

I accumulated 3730EUR in 20bet and decided to withdraw it. I tried to withdraw it multiple times but every attempt was declined and I was asked for new documents every time.

My account was previously verified but after I requested withdrawal they asked for additional documents which I provided

passport photo=approved

utility bill=approved

selfie with ID=approved

other ID document front&back=approved

other proof of address document=approved

selfie with ID and written number=approved

Today I sent another required document selfie with ID card in front of my house, and 20bet decided to steal 3580 € from my balance, they randomly deducted this amount without any notice and left only 150 € on my balance, even though my own deposits are 801 €.

I played sports & casino and my winnings were fully legal and obtained only with my own money as I did not use any bonuses.

This is pure fraud, first endless verification to steal the balance at the end.

Dear dylstri666,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently have access to your casino account?
• Have you received any explanation from the casino regarding the confiscated winnings? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear dylstri666,

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.

Hello, I'm sorry for my late reply

Do you currently have access to your casino account?

Yes I still have access to the account.

Have you received any explanation from the casino regarding the confiscated winnings? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I forwarded you a transcript.

Thank you very much, dylstri666, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you dylstri666 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 20Bet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello,

Thank you for the opportunity to comment on this case.

After a thorough internal review, our team has identified signs of fraudulent activity on the player’s side, including the use of edited images.

All supporting evidence and a detailed report have been sent to Peter via email for further review.

We’re happy to provide any additional information upon request.

Thank you for providing me with the information 20Bet Casino representative.

dylstri666, We have been presented with compelling evidence from the casino indicating the use of altered photographs and documents during the verification process. It is important to emphasize that the submission of falsified or manipulated materials is considered a serious breach of terms and constitutes fraudulent behavior.

We strongly advise against engaging in such practices, as they not only undermine the integrity of the verification process but may also result in severe consequences, including permanent blacklisting across the broader gaming and gambling industry.

In light of the evidence provided and the seriousness of the matter, we find the actions taken by the casino to be both appropriate and justified. As such, we regret to inform you that your complaint will be rejected.

We appreciate your understanding and cooperation in this matter.

Kind regards,

Peter