20bets Casino - 選手の退場が遅れています。

Hello everyone, two days ago I won €14,000. I have submitted all the documents required for the verification process and they have been approved. I am withdrawing money onto the same MasterCard credit card that I used. I have tried to contact the live chat support and complaint division, and have been writing emails to the VIP section as well. They are telling me to wait and that my request has been given priority, but nothing has happened. Can you help me understand what should I do?

Hallo zusammen, vor zwei Tagen habe ich 14.000 € gewonnen. Ich habe alle für den Verifizierungsprozess erforderlichen Dokumente eingereicht und sie wurden genehmigt. Ich hebe Geld auf dieselbe MasterCard-Kreditkarte ab, die ich verwendet habe. Ich habe versucht, den Live-Chat- und Beschwerdebereich zu kontaktieren und E-Mails an den VIP-Bereich zu schreiben. Sie sagen mir, ich solle warten und sagen, dass meine Anfrage vorrangig berücksichtigt wurde. Aber nichts ist passiert. Können Sie mir helfen, was soll ich tun?

Dear szyma98,

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 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,

Kristina

OK, I'll wait. Thank you

ok Ich warte.Dankeschön

Hello, everything is fine. Money is there. Thank you

Hallo,Alles in Ordnung.Geld ist da.Dankeschön

Dear szyma98,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru