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Hello,

I am contacting you to file a formal complaint against 20bet Casino due to the multiple obstacles and abusive practices I have encountered when trying to withdraw my money.

I've made more than three withdrawal attempts, all unsuccessful, as each time I've been asked for new documents, despite having successfully completed the verification process (KYC). The details of the requirements are as follows:

On the first attempt, they asked me for my ID on both sides, which were approved.

Later, they asked me for proof of residency and proof of funds, which were also accepted.

On a second withdrawal attempt, I was again asked for proof of residency and a selfie with my ID. Both documents were approved.

However, the withdrawal was rejected again, and this time they asked me for a selfie with my ID and a specific code.

I find it completely unacceptable that new verification requests continue to be issued without valid justification, clearly with the aim of delaying payment. This situation has been unresolved for over three weeks now and directly affects my trust in the platform.

Furthermore, I have found that other users have reported similar experiences with this operator, indicating that this is not an isolated case, but rather a systematic practice to make withdrawals difficult.

I request that you intervene in this situation and take action. I find it serious that the casino condones this type of behavior, and I believe they should review their rating, as their behavior calls into question the transparency and seriousness of their service.

I look forward to a prompt response and an effective solution. I need access to my money without further undue delay.

I attach evidence of everything mentioned above.

Thank you for your time.

Hola,

Me comunico con ustedes para presentar una queja formal contra el casino 20bet debido a los múltiples obstáculos y prácticas abusivas que he enfrentado al intentar retirar mi dinero.

He realizado más de tres intentos de retiro, todos infructuosos, ya que en cada ocasión me han solicitado nuevos documentos, a pesar de haber completado correctamente el proceso de verificación (KYC). El detalle de los requerimientos es el siguiente:

En el primer intento, me solicitaron mi DNI por ambos lados, los cuales fueron aprobados.

Posteriormente, me pidieron una prueba de residencia y un comprobante de fondos. También fueron aceptados.

En un segundo intento de retiro, me exigieron nuevamente una prueba de residencia y una selfie con mi DNI. Ambos documentos fueron aprobados.

Sin embargo, el retiro fue rechazado nuevamente, y en esta ocasión me pidieron una selfie con el DNI y un código específico.

Considero completamente inaceptable que se sigan solicitando nuevas verificaciones sin justificación válida, claramente con el objetivo de retrasar el pago. Esta situación ya lleva más de tres semanas sin resolverse y afecta directamente mi confianza en la plataforma.

Además, he comprobado que otros usuarios han reportado experiencias similares con este operador, lo que indica que no se trata de un caso aislado, sino de una práctica sistemática para dificultar los retiros.

Solicito que intervengan ante esta situación y que tomen medidas. Me parece grave que se avalen este tipo de conductas por parte del casino, y considero que deberían revisar su puntuación, ya que su comportamiento pone en duda la transparencia y seriedad del servicio.

Espero una pronta respuesta y una solución efectiva. Necesito acceder a mi dinero sin más dilaciones injustificadas.

Adjunto pruebas de todo lo mencionado anteriormente.

Gracias por su atención.

Dear Nicozmr,

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 might request

Do I understand correctly that the last request for documents was made by the casino on May 13th?

Have you already provided the selfie with the code to the casino?

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

I hope we can help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Today, after filing multiple complaints in many places, they have proceeded to pay me the money. Thank you for all the help you have given me in other cases. You are a great help in exposing abusive casino practices.

Hoy luego de presentar múltiples quejas en muchos lugares han procedido a pagarme el dinero, gracias por toda la ayuda que me han dado en otros casos, son una gran ayuda para poner en evidencia las practicas abusivas de los casinos.

Dear Nicozmr,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 https://www.trustpilot.com/evaluate/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,

Tomas

Casino.Guru