20Bet Casino - プレイヤーの賞金は没収されました。

Dear CasinoGuru team,

Greetings, I am writing to formally request your support and mediation in a conflict I am currently having with the online casino 20Bet.

I made an initial deposit of CLP$300,000 on the 20Bet platform and started betting with small amounts. Through various bets, I achieved winnings close to CLP$2,000,000. Subsequently, I continued betting while the platform itself awarded me bonuses, until my balance reached CLP$1,798,625. Upon reaching that amount, I decided to stop playing and request a withdrawal of my funds.

From that moment, I spent approximately a week trying to withdraw my money. During that time, 20Bet requested various documents and verifications from me daily, indicating each time that once I submitted the required document, the withdrawal process would be completed. I complied with all requests and submitted the required documentation on time.

Throughout the entire gaming process, the platform never indicated, warned, or blocked my bets for a possible breach, and on the contrary, allowed the account to operate normally and encouraged continued gameplay through bonuses.

Finally, after more than a week of negotiations and without prior warnings or alternative regularization options, the casino blocked the withdrawal and confiscated the winnings, arguing that the deposit had been made through a third-party payment method.

Attached to this claim are all photographic records and supporting documentation of the communications, which demonstrate the sequence of requests, responses, and the change of criteria by the casino.

In light of the above, I request the full return of the profits obtained, along with the associated active bonus in the amount of $300,000 CLP, and that my account be reactivated, allowing me to freely dispose of my funds, considering that at no time was I warned or preventively blocked for the alleged breach invoked.

I respectfully request that CasinoGuru review the background of the case and, if possible, facilitate a mediation process to reach a fair and proportionate solution in accordance with the principles of fair play, transparency, and good faith.

I appreciate your time and support.

Sincerely,

Manuel Lopez

Affected player

Estimado equipo de CasinoGuru,

Junto con saludar, me dirijo a ustedes para solicitar formalmente su apoyo y mediación en un conflicto que mantengo actualmente con el casino en línea 20Bet.

Realicé un depósito inicial de $300.000 CLP en la plataforma 20Bet y comencé a apostar con montos pequeños. A través de distintas apuestas alcancé ganancias cercanas a $2.000.000 CLP. Posteriormente, continué apostando mientras la propia plataforma me otorgaba bonificaciones, hasta que mi saldo quedó en $1.798.625 CLP. Al llegar a ese monto decidí dejar de jugar y solicitar el retiro de mis fondos.

Desde ese momento estuve aproximadamente una semana intentando retirar mi dinero. Durante ese período, 20Bet me solicitó diariamente distintos documentos y verificaciones, indicándome en cada ocasión que, una vez entregado el documento requerido, el proceso de retiro quedaría listo o resuelto. Cumplí con todas las solicitudes realizadas y entregué oportunamente la documentación requerida.

Durante todo el proceso de juego, la plataforma nunca indicó, advirtió ni bloqueó mis apuestas por un eventual incumplimiento, y por el contrario, permitió operar la cuenta con normalidad e incentivó la continuidad del juego mediante bonificaciones.

Finalmente, luego de más de una semana de gestiones y sin advertencias previas ni alternativas de regularización, el casino bloqueó el retiro y confiscó las ganancias, argumentando que el depósito habría sido realizado mediante un medio de pago de un tercero.

Adjunto a esta reclamación todos los registros fotográficos y respaldos de las comunicaciones, los cuales evidencian la secuencia de solicitudes, respuestas y el cambio de criterio por parte del casino.

En virtud de lo expuesto, solicito la devolución íntegra de las ganancias obtenidas, junto con el bono activo asociado por un monto de $300.000 CLP, y que mi cuenta sea reactivada, permitiéndome disponer libremente de mis fondos, considerando que en ningún momento se me advirtió o bloqueó preventivamente por el supuesto incumplimiento invocado.

Solicito respetuosamente que CasinoGuru pueda revisar los antecedentes del caso y, en la medida de lo posible, facilitar una instancia de mediación que permita alcanzar una solución justa, proporcional y conforme a los principios de juego justo, transparencia y buena fe.

Agradezco desde ya su tiempo y apoyo.

Atentamente,

Mnauel Lopez

Jugador afectado

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Dear gruasplus2025,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found:

20bet does not accept third-party payments. You must make deposits only from a bank account, or using VISA/MasterCard bank cards, payment systems Skrill/NETELLER, or other payment methods registered in your own name. If we determine during the security checks that you have violated this condition, then your winnings will be confiscated, and the casino will consider the possibility of returning the deposit made from third-party payment method. However, please keep in mind that the casino is not responsible for subtraction or loss of the deposits made using third-party payment methods.

Furthermore, please check our Fair Gambling Codex for Players:

Payments For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

• Do I understand correctly that you didn't use your own payment method to make the deposit?

Please understand that if this rule has been breached, we cannot provide further assistance. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically, it is very difficult to check who the owner of the payment method is at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use the allowed payment methods only. If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Kristina