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I made many deposits without any issues. But when I begin to earn winnings and decide to withdraw, they disable my account, confiscate my money, leaving only my last deposit. They claimed it was due to supposed account duplication. I lost all my deposits and the winnings I could generate. Truly a scam. A robbery.

Realice muchos depósitos sin ningún inconveniente. Cuando empiezo a tener ganancias decido retirar y me desactivan la cuenta me confiscaron el dinero y me dejan solo el último deposito. Por una supuesta duplicación de cuanta. Salí perdiendo todos mis depósitos y las ganancias que pude generar la verdad una estafa. Un robo

Dear ivanbejarano133,

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. Do I understand correctly that you are not aware of creating more than one account? Could you please advise if you passed the KYC verification before your account was blocked?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

All deposits made without any problems

Todos los depósitos realizados sin ningún inconveniente

Thank you very much for your reply, ivanbejarano133. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The game I played was aviator. Now I send capture or did I send them each email?

El juego que jugué fue aviator. Ahora envioncaptura o les envió cada mail ?

The page does not allow me to upload files

No me permite subir archivos la página

I'm trying to upload a pdf and I can't send

Estoy intentando subir pdf y no puedo enviar

I have more than 70 emails

Tengo más de 70 mail

I am sorry, but we do not have the capacity to review 70 emails. Please choose the most important or most relevant to this case and forward them to my email address. Thank you.

Hello, I thank you very much for being in my claim and I beg you to help me since they took all my money, both all the deposits and the profits. I already sent some emails to your email that only reiterate the same thing. taking everything out

I thank you

B*** ivan

Greetings

Hola le agradezco mucho que este en mi reclamo y le ruego que me ayude ya que me sacaron todo mi dinero tanto todos los depósitos como las ganancias. Ya envié a su mail algunos mail que solo reiteran lo mismo. Sacándome todo

Le agradezco

B*** ivan

Saludos

Thank you very much, ivanbejarano133, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 ivanbejarano133,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

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

Dear 20Bet Casino,

Can you please provide more information on the supposedly multiple accounts the player was accused of? If the information and evidence can't be shared publicly, please forward it to me at michal.k@casino.guru

Hello Michal, thank you very much for taking my complaint and I beg you to help me, I have lost all my deposits and profits. It's unfair, I'm a simple gambler who bets looking to get lucky. You can log in to my username and see all the times I deposited. And I haven't won anything.

Greetings and thanks

Hola Michal muchas gracias por tomar mi queja y te ruego que me ayudes he perdido todo mis depósitos y ganancias. Es injusto soy un simple jugador que apuesta buscando tener suerte. Pueden entrar a mi usuario y ver todas las veces que deposite. Y no he ganado nada.

Saludos y gracias

Hello, and thank you all for your patience,

The player in question has two identical accounts, so the casino administration has decided to confiscate the deposits that have not been lost.

Each registered customer may have only one account.

https://20bet.com/information/terms-and-conditions

All necessary evidence will also be sent to the forum representatives.

Thank you.

Hello, they confiscated all the deposits made and profits and I was not aware of any identical account. I just deposited into my account that they verified and accepted without any inconvenience. Without reporting anything.

YO********** o133@gmail.com

Hola me confiscaron todos los depósitos realizados y ganancias y no estaba entendido de ninguna cuenta idéntica. Solo deposite en mi cuenta que me verificaron y aceptaron sin ningún inconveniente. Sin informar de nada.

I**********o133@gmail.com

Dear ivanbejarano133,

I'm currently in communication with the 20Bet Casino team. I appreciate your patience at this time, and I will keep you informed with any updates as soon as there are developments.

Thank you very much for your help, whatever you need, do not hesitate to consult, do not do anything other than deposit many times and play Aviator. At no time was I informed of an account that was in my name. The truth is I feel cheated.

Greetings

Muchas gracias por su ayuda lo que necesite no dude en consultar no realice nada que no sea depositar muchas veces y jugar aviator. En ningún momento me informaron de una cuenta que este a mi nombre. La verdad me siento estafado.

Saludos

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.

It's unfair how he can take money from people so easily. Helplessness and anger.

Thank you very much Michal for taking care of my claim and giving hope. I hope you can resolve it for me since it generates anguish and a great economic loss.

Whatever you need, do not hesitate to consult

Es injusto como puede sacarle la plata a la gente tan fácil. Impotencia y bronca.

muchas gracias Michal por ocupar en mi reclamo y dar esperanza ojalá me lo puedas resolver ya que genera angustia y una gran pérdida económica.

Lo que necesites no dudes en consultar

Dear ivanbejarano133,

Kindly confirm whether your initial account was closed, if you lost access to it, or what led you to believe that you don't currently have an account at 20Bet Casino and you opened a new one.

Hello Michal, I was looking for a casino to play in and 20bet appeared and did everything they asked me to do to be able to play. I was not aware that I had an account at the casino and made many deposits and at no time did they inform me that they should apply the same criteria as when a player deposits or when he withdraws money is when he tries to withdraw and they confiscated my deposits as well as the Profits. It's a shame, I don't understand what the problem is. I didn't do anything illegal. I just deposited and played Aviator.

Hola michal estuve buscando casino para jugar y me apareció 20bet realice todo lo que me pedían para poder jugar. No estaba al tanto de que tenía una cuenta en el casino y realice muchos depósitos y en ningún momento me lo informaron deberían realizar el mismo criterio tanto como para cuando un jugador deposita o cuando retira dinero es cuando intente retirar y me confiscaron los depósitos como las ganancias. Una vergüenza no entiendo cual es el inconveniente no hice nada ilegal solo depositaba y jugaba aviator

Dear ivanbejarano133,

I have tried to discuss your case with the 20Bet Casino team, but they are not willing to change their position. Strictly technically speaking, the casino team is right, and we have received evidence from them of multiple accounts linked with personal information, such as name, address, date of birth, etc., which is a breach of the casino T&Cs as mentioned here:

Each registered customer may have only one account. Customers may register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

Nevertheless, at Casino Guru, we are making efforts to contribute towards a safer and more friendly environment for both players and casinos. Simply adhering to rules without thoughtful consideration is not what we believe to be a fair approach, and instances like this should be evaluated on a case-by-case basis. The initial account was created a considerable time ago and has remained inactive for over six months since the establishment of the new account. The player did not have any prior restrictions, such as self-exclusion or limitations due to gambling issues, and the original account was neither closed nor suspended for potential fraud or abuse. Therefore, having two accounts did not provide the player with any unfair advantages. As we mention in our Fair Gambling Codex:

Our position

Each case should be considered separately. If the casino finds out that a player has created five separate accounts, for example, and claimed the full bonus amount on each of them, it is likely that this is a bonus abuser, and the casino has every right to penalize them. On the other hand, if a casual player mistakenly creates two accounts and doesn't even claim the bonus, the casino shouldn't penalize them just because it has a rule that can be used against them.

I attempted to convey our stance to the 20Bet Casino team, but regrettably, no compromise could be reached, and they maintained their initial position. Consequently, I am compelled to mark this complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in ratings caused by unresolved complaints might help change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I strongly recommend ensuring that you only create a single account. If you are uncertain whether you have already registered an account with a particular casino, it is advisable to verify this with the casino team to avoid such situations in the future.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

 Best regards,

Michal

Casino Guru