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I couldn't get them to pay my winnings. They asked for screenshots, photos, and documents. I sent everything, but they never deposit the money. Every time, they ask for something new. I've never had this experience with an online casino. They are the worst betting site. Do not play here.

No pude hacer que me paguen mí premio ,me pidieron capturas de pantalla, fotos, documento ,envié todo pero jamás me depositan,cada vez me piden algo nuevo. Jamás tuve está experiencia con un casino online. Son el peor sitio de apuesta. No jueguen aquí.

Dear Edua1982,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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,

Petronela

I sent photos, screenshots of all the documents they ask for. They don't need anything. They are just running around to pay. I sent about 18 photos of documents, all accepted. But every time I make the withdrawal of my prize, they reject me and ask me for a new document. They are scammers.

Envié fotos ,capturas de pantallas de todos los documentos que piden. No necesitan nada. Solo están dando vueltas para pagar. Envié aproximadamente 18 fotos de documentos todas aceptadas. Pero cada vez que hago el retiro de mí premio,me rechazan y me piden un nuevo documento. Son unos estafadores

I sent photos, screenshots of all the documents they ask for. They don't need anything. They are just running around to pay. I sent about 18 photos of documents, all accepted. But every time I make the withdrawal of my prize, they reject me and ask me for a new document. They are scammers.

Envié fotos ,capturas de pantallas de todos los documentos que piden. No necesitan nada. Solo están dando vueltas para pagar. Envié aproximadamente 18 fotos de documentos todas aceptadas. Pero cada vez que hago el retiro de mí premio,me rechazan y me piden un nuevo documento. Son unos estafadores

Thank you very much, Edua1982, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Edua1982,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite 20Bet Casino to join the conversation.

Dear 20Bet Casino,

I kindly request your assistance in clarifying why the submitted documents were not sufficient to complete the player's KYC process. What other, if any documents would fulfill the criteria to finish the KYC? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

Hello Edua1982,

We are pleased to inform you that your withdrawal request has been successfully processed and the funds have been transferred to your account. We appreciate your patience and understanding during the transaction process.

Should you have any further questions or require assistance, our support team is always ready to help. We strive to provide the most convenient and safe gaming experience for our users.

Thank you for choosing our casino and we hope that your experience with us will be only positive!

Thank you for your response, 20Bet Casino team. I'm glad the situation could be clarified.

Dear Edua1982,

Please let me know if I can consider your complaint resolved or if you need assistance with anything else.

Dear Edua1982,

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.

Problem solved. Thank you very much.

Problema resuelto. Muchas gracias

Dear Edua1982,

Thank you for your confirmation. We're glad to hear that our intervention helped to resolve the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate 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, 

Michal  

Casino.Guru