20Bet Casino - 決済が遅延しているとのクレームがあります。

Hi, I'm pissed off because my withdrawal has been rejected for two days with this message:

Your withdrawal request has been cancelled.

Reason for rejection: "We have detected that some of your bets have been placed on mutually exclusive outcomes. For this reason, we have been unable to process your withdrawal request. The funds have been returned to your account. Please explain the reason for your betting pattern. Once we have verified that you are using this account for legitimate gaming purposes, we will review your account and consider restoring full access. Thank you for your understanding and cooperation. To complete the account verification process, please upload a photo of yourself holding your ID in one hand and a piece of paper with the numbers 821570 in the other. Please note that both hands must be fully visible."

I've already sent the photo, but they haven't verified it. As for the explanation, I've told them twice via their support chat that I only played Lightning Roulette for the multiplier, all with my balance (no bonuses involved). So, you tell me what's illegal about playing for the multipliers. They tell me they'll add that information to my account, but nothing happens, and they keep canceling. I don't know if it's a scam or what's going on, but I want the money that belongs to me.

Buenas, estoy cabreado porque llevo dos días que me rechazan el retiro con este mensaje:

Se ha cancelado tu solicitud de retirada de fondos. 

Motivos de la negativa: "Hemos detectado que algunas de sus apuestas se han realizado sobre resultados mutuamente excluyentes. Por este motivo, no hemos podido procesar su solicitud de retirada. Los fondos han sido devueltos a su cuenta. Le rogamos que nos explique el motivo de su patrón de apuestas. Una vez que hayamos comprobado que utiliza esta cuenta con fines de juego legítimos, revisaremos su cuenta y consideraremos la posibilidad de restablecer el acceso completo. Gracias por su comprensión y colaboración. Para completar el proceso de verificación de la cuenta, le rogamos que suba una foto suya en la que aparezca con su documento de identidad en una mano y un papel con los números 821570 en la otra. Tenga en cuenta que ambas manos deben estar completamente visibles."

La foto ya la he mandado y no me la verifican y en cuanto a la explicación les he dicho por su chat de soporte dos veces que solo he jugado a la Lightning Roulette en busca del multiplicador, todo con mi saldo (ningún bono de por medio) entonces ya me dirás qué tiene de ilegal jugar por los multiplicadores. Me dicen que esa información la añadirán en mi caso pero no sucede nada y me siguen cancelando. No sé si es una estafa o que está pasando pero quiero el dinero que me pertenece.

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

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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and 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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika