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Hello good morning, I have been wanting to withdraw my money for two days, when for electronic wallets it should take 24 hours

24 hours passed and I never received the withdrawal.

Yesterday I canceled the withdrawal and withdrew by another means of payment, since when I wanted to make the withdrawal again they took away all the means of payment and only astropay remained.

Today I find that they deactivated my account, without giving information and they rejected my withdrawal.

I need my money back

Thank you

Hola buenos dias, hace dos dias que estoy queriendo retirar mi dinero, cuandl para billeteras electronicas deberia tardar 24hs

Pasaron las 24hs y nunca me llego el retiro.

Ayer cancele el retiro y retire por otro medio de pago, ya que al querer realizar denuevo el retiro me sacaron todos los medios de pago y solo quedo astropay.

Hoy me encuentro con que me desactivaron la cuenta, sin dar informacion y me rechazaron el retiro.

Necesito el reintegro de mi dinero

Gracias

Dear yamilsamad10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hello, I registered approximately in the month of December/January

I do not remember well

If the account is successfully verified.

And I've been playing roulette and slots

Hola aproximadamente me registre en el mes de diciembre/enero

No recuerdo bien

Si la cuenta esta verificada con exito.

Y he estado jugando a la ruleta y a slots (tragamonedas)

My winnings accumulated without bonus

Mis ganancias se acumularon sin bono

Thank you very much, yamilsamad10, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi yamilsamad10,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 20Bet Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Hello

Time keeps passing and I still have no answer

and without my money.

Hola

El tiempo sigue pasando y sigo sin respuesta

y sin mi dinero.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear yamilsamad10,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curaçao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

We’ve reopened this complaint at the request of 20Bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear yamilsamad10,

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.

Dear yamilsamad10,

The casino has presented evidence and an explanation of your fraudulent activity. As you did not respond in given time frame, we have decided to reject your case based on the provided evidence.

You may reopen this case at any time.