20Bet Casino - Le vincite del giocatore non vengono accreditate dopo un crash del gioco.

On 11/03/2026, I deposited €200 at 20Bet to play a 36 Coins casino game. At the end of the 12th bet of €10, I achieved the objective of the game, which consists of placing 4 coins in the middle of a board. Now, the game has the screen memorized from the last time we played, and I had a chest worth €300, my biggest reason for playing to see if I could get it. And it did, that special jackpot, plus the coins that came out in the respective boxes, gave us a prize of 730€. The game crashed at that point, and I had to re-enter the game, only to be surprised to find that the platform hadn't memorized the winning move of €730, only the amount I had in my bankroll of €80. Outraged, I contacted support. The first operator said he was working on it and would tell me, but it didn't happen. I contacted support again, and after my insistence they opened a ticket with NR 96973. Everything was fine. I received an email from 20Bet saying that they had no evidence of any problem with the game and that they would not credit the 730€ prize. Now, I'm not crazy, nor would I be if I hadn't actually won. Besides, after the 4 coins in the middle come out, we have 3 rounds for more coins to accumulate a prize. And if a new coin comes out, we have 3 rounds again. So you can be even more sure of the prize. At the end of the spins in which no more coins came out, the game crashed and I couldn't even press the button to withdraw my winnings. I appealed again to 20 Bet for common sense, but to no avail. I'm outraged and annoyed by such a situation that the bookmaker doesn't want to take on. Can you please help?

Thank you

No dia 11/03/2026, na casa apostas 20Bet, depositei 200€, para jogar um jogo de casino 36 Coins. Ao fim da 12a Aposta de 10€, consegui o objetivo do jogo que consiste em por 4 moedas no meio dentro de um quadro. Ora, o jogo fica com a tela memoriza desde a última vez que jogamos, e tinha um baú com valor de 300€, meu maior motivo para jogar a ver se sacava. E bateu, esse vai especial, mais as moedas que saíram nas respectivas casas deu premio de 730€. O jogo Crashou nesse momento, e tive de voltar a entrar no mesmo, qual o meu espanto é que a plataforma não tinha memorizado a jogada ganha dos 730€, e apenas o valor que tinha na banca de 80€. Indignado, contatei o suporte. E que o primeiro operador disse que estava a tratar e que me contava, não aconteceu. Voltei a contactar o suporte, após minha insistência abriram ticket com NR 96973. Tudo certo. Recebo um email da 20Bet a dizer que não tinham indícios de qualquer problema no jogo e que não iriam creditar o prêmio de 730€. Ora, eu não sou maluco, nem tal o faria se realmente não tivesse ganho. Além de que, após sair as 4 moedas no meio, temos 3 rodadas para que saem mais moedas acumular prêmio. E se sair nova moeda voltamos a ter as 3 rodadas. Daí ainda mais ter a certeza do prêmio. Após finalizar as rodadas em que não saíram mais moedas, Crashou, não deixando sequer poder carregar no botão de levantar o ganho no jogo. Apelo novamente à 20 Bet o bom senso mas em vão. Estão indignado, aborrecido por tamanha situação que a casa apostas não quer assumir. Podem ajudar por favor?

Obrigado

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Dear DiogoRodrigues,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to [email protected]? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case, as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hello Veronica

I enclose the Request.

-The time, and I mark the bet that I believe to be .

-The response from the bookmaker confirming the win of €730 but that I didn't finalize the bet, obviously I couldn't because the system crashed. I'm really disgusted with them. I've had withdrawals requested since the 8th and I still haven't received them. I also have 3100€ of winnings in the account that I'm trying to withdraw and they cancel it, print attached. They are acting in bad faith.

-Screenshot in black when it crashed.

Unfortunately I don't have a screenshot of the winnings because I didn't have time, even I didn't count on it.

Thank you

Olá Verônica 

Remeto em anexo o Solicitado.

-A hora, e assinalo a aposta que creio ser .

-A resposta da casa de apostas que confirma o ganho de 730€ mas que não finalizei aposta, obviamente não consegui porque o sistema crashou. Estou super indignada com eles. Aperte disso estou com saques pedidos desde dia 8 e ainda não os recebi. Tbm tenho 3100€ de ganhos na conta que estou a tentar fazer saque e eles cancelam, print em anexo. Estão agir de má fé.

-Print da tela em preto quando Crashou.

Infelizmente só não tenho print da tela com os ganhos porque não deu tempo, nem eu contava com isso.

Obrigado 

And I add more emails that say there are no records, and another saying that it actually generated a win of €730. They say it generated I don't know what and the bet was lost, when I have a screenshot in black showing that it crashed.

Revolting that the 20 Bet house doesn't want to take responsibility.

E acrescento mais emails que dizem não haver registos, e outro a dizer que efetivamente gerou um ganho de 730€. Dizem que gerou não sei o que é aposta foi perdida, quando eu tenho um print de tela a negro a compravar que Crashou .

Revoltante não a casa 20 Bet não querer assumir as responsabilidades.

Emails

• Thank you for the screenshots. Can you see the win of €730 in your account? Have you tried requesting customer support through email to send you your gaming history in Excel format, starting on the day you won the €730?
• Could you also explain in more detail the issue with your repeatedly declined withdrawal requests? Are there any pending withdrawal requests currently in your account?
• What is the real-money balance in your account?

Hello DiogoRodrigues,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru