20Bet Casino - プレイヤーは引き出しの際に無限の確認遅延に直面します。

This casino has been denying all my withdrawal requests and i have been fighting with them for 3 months now and i have not gotten anywhere with them. I need your help casinoguru, as they are trying very hard to keep my money with the endless verification requests of the same document with no reason for refusal of previous documents.

I have sent a selfie + id + piece of paper with numbers they requested i write on a piece of paper multiple times, and whenever i send in a new number (that they requested) it gets approved on the website (when i upload it) but when i try to make a withdraw they ask me to send the exact same thing just with a different number, and when asked for why they refused my previous document they have no reason and just tell me to send a new number. What they are trying to do here is keep asking me for the same verification documents without any reason of why they refused the previous ones in order to get me to give up on trying to verify myself and to keep my money, this is disgusting and very obvious scam behavior and we need to put an end to this.

I have been in an endless loop of verifying the exact same thing multiple times with this casino, and every time i verify their requested documentation (selfie id + requested number), i get asked to do the exact same verification again and again for absolutely no reason.....

I am in an endless loop of verification that has been done multiple times (and approved on the website) .

I have sent a total of 6 documents that have all been approved on the website, including my id, selfie with my id, proof of address/selfie with id + random numbers they have requested on a piece of paper.

Dear tebishyounjan,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the selfie seems to be the only issue at this point?
• Have you provided it in the correct format?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have sent a total of 6 verification documents and all of them were noted "approved" as you can see on the screenshots of my account that i have attached. I have sent ID front/back (approved), proof of address (approved), selfie id (approved), another selfie id with a specific number written on a piece of paper (approved), and another selfie id with a different number written on a piece of paper (approved). If the "format" was the problem, then the casino would have let me know that as i have asked multiple times if anything was wrong and all they replied was with asking for the same verification over and over again and it seems like there is no end in sight.

I would have added more proof/attachments of my case but you guys only permit 4-5 attachments.

Thank you very much for your reply, tebishyounjan. Could you please forward all the relevant communication between you and the casino and any other supporting evidence to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent over all the documents via email from t***@gmail.com

Thank you very much, tebishyounjan, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 tebishyounjan,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 20Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear 20Bet Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hello!

Standard account verification is performed by our rules, especially for large deposits using cryptocurrency.

Please send the following documents:

Selfies of you holding your ID and a piece of paper with certain numbers specified in our request.

The documents are required to verify your identity. This is a standard procedure to ensure security and regulatory compliance.

Thank you for your understanding and co-operation!

Hello tebishyounjan,

Could you follow the casino's instructions and provide them with the necessary documents?

Please, let me know once you send the documents to the casino.

I'll be awaiting your reply.

I have sent them their previous two requests that were the same request as they are currently asking for and i have proof of it, can we deal with those previous documents i sent already previously and see why i am further being asked for the same documents?

Dear 20Bet Casino,

Could you doublecheck if you have already received the documents from the Player?

I'll be awaiting your reply.

Hello, tebishyounjan!

Yes, we have received your documents, however, our specialists have requested an additional document with new figures to complete the verification.

Please send all necessary documents so we can complete the process as soon as possible. This is a standard procedure to ensure regulatory compliance and the security of your transactions.

If you have any questions or need help, please don't hesitate to contact us. We are always ready to help!

Hello tebishyounjan,

Could you follow the casino's instructions and provide them with the necessary documents?

Please, let me know once you send the documents to the casino.

I'll be awaiting your reply.

I have sent the requested documents again, now for the seventh time.

I hope Stefan and everyone reading my experience here sees how disgusting this casino's behavior is and that i have now sent seven verification documents without being able to withdraw or get verified. If the casino had any intention of verifying me then it would already have been done a long time by now. They are using the strategy of requesting an infinite amount of documents until i give up and they get to keep my money. I have now sent the seven documents and i know they will continue to request another one and not actually let me withdraw.

Please watch and see that their response will be asking me for another document after this one i just sent. They only try to scam you and keep your money if you win a lot of money. Be very careful with this casino and please for everyone reading this, watch and see that they will ask me again for another document as they have no intention of verifying me.

Dear 20Bet Casino,

Did you manage to receive all the necessary documents for verification? Are there any other documents that the Player needs to provide?

I'll be awaiting your reply.

Hello!

We are pleased to inform that the user successfully withdrew funds on December 31. Thank you all for your cooperation, we are always happy to help in any situation.

Hello tebishyounjan,

Could you confirm if you have received the funds?

I'll be awaiting your reply.

I have received the funds i have requested but there is a limit, so i have not withdrawn the full amount of my balance yet.

Hello tebishyounjan,

Thank you for your response. You were limited by 4k per day and 10k per week?

I'll be awaiting your reply.

This is from their website.

"The maximum withdrawal amount processed to a player is 4,000 EUR (or equivalent in another currency) per day, 10,000 EUR (or equivalent in another currency) per week and 40,000 EUR (or equivalent in another currency) per month, unless otherwise specified in the promotional Terms & Conditions, where exceptions can be made for players with a higher VIP status. All progressive jackpot winnings will be paid out in full"

Hello tebishyounjan,

How much have you been able to withdraw from the casino out of 29k$?

I'll be awaiting your reply.

So far i have been able to withdraw $8000.

Hello tebishyounjan,

Thank you for the information provided.

Can we close the complaint as resolved? If any problem with the withdrawal occurs, we can reopen the complaint at any time.

I'll be awaiting your reply.

Yes we can close it for now, as long as we are able to reopen it if any problem occurs i am fine with that.

Hello tebishyounjan,

We're glad to hear that your issue is being resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru