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Hello dear support, I've been trying for days to withdraw 24,000 Swiss Francs via credit card, as well as through my active Skrill and Neteller accounts. 20bet casino is withholding my payment and rejecting my withdrawal attempts over and over again; always citing the same reason: that the credit card needs to be visible, as if these messages were sent by a robot and not a person. Of course, I comply with all stipulated requirements, in fact many of my accounts are registered and verified by 20bet casino itself. This situation is very difficult for me as it is causing me severe headaches and anxiety because of these people who are not at all serious. Whenever you wish, I can send you compelling evidence to support my complaint. Sincerely: Martin Castillo Segundo.

Hola querido soporte, llevo ya días tratando de retirar 24.000 Francos Suizos vía Tarjeta de crédito, y también a través de mis cuentas activas de Skrill y Netteller. El casino 20bet me retiene el pago y rechaza mis intentos de retiros una y otra vez; alegando siempre lo mismo: que la tarjeta de crédito tiene que ser visible, como si estos mensajes lo recibiese yo de algún robot y no de una persona seria. Por supuesto, yo cumplo con todos los requisitos estipulados, incluso muchas de mis cuentas están registradas y verificadas por el propio casino 20bet. Esta situación es muz difícil para mi puesto que por este tema sufro de fuertes dolores de cabeza y angustia, por culpa de estas personas que no son nada serias. Cuando ustedes gusten puedo enviarles pruebas contundentes que demuestran la veracidad de mi queja. Atentamente: Martin Castillo Segundo.

Dear Elamanecer1983,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Kristina, I have to clarify that my payment is not delayed, rather I have already been trying for more than 12 attempts in 3 days to send 24k Francs to my account, but every time I try to withdraw the amount earned; 20bet casino rejects my request over and over again and then they send me an email that says: Hello Martin Castillo Segundo!

Your withdrawal request has been cancelled.

Reasons for refusal: "Upload a screenshot of your bank statement showing the card number and cardholder name instead of nickname

For more details, please contact our customer service. Hello Martin Castillo Segundo!

Your withdrawal request has been cancelled.

Reasons for refusal: "Please upload a document that can verify that the card you used is registered in your own name. The document needs to contain your name and the card number. It can be a screenshot of internet banking."

For more details, please contact our customer service. Honestly it doesn't make sense what they say, I have already verified my cards several times, including my Skrill and Netteller accounts. In addition, I have also deposited money with Skrill and Netteller and they do not let me withdraw my amount from any of these accounts, much less from my credit card registered and verified by them. I say, this smells like a scam to me. I have a lot of compelling evidence that supports my complaint, when you like, just tell me where I have to send them and you will be surprised at what 20bet casino is capable of doing to not allow its users to withdraw any amount from its platform. Without more to add I wish you a happy day.

Hola Kristina, tengo que aclarar que mi pago no sea retrasado, mas bien ya llevo mas de 12 intentos en 3 días para enviar a mi cuenta 24k Francos, pero cada vez que intento retirar el monto ganado; casino 20bet rechaza una y otra vez mi petición y luego me envían un correo que dice: ¡Hola Martin Castillo Segundo!

Se ha cancelado tu solicitud de retirada de fondos.

Motivos de la negativa: " Cargue una captura de pantalla de su extracto bancario que muestre el número de tarjeta y el nombre del titular de la tarjeta en lugar del apodo

Para obtener más detalles, ponte en contacto con nuestro servicio de atención al cliente. ¡Hola Martin Castillo Segundo!

Se ha cancelado tu solicitud de retirada de fondos.

Motivos de la negativa: "Please upload a document that can verify that the card you used is registered in your own name. The document needs to contain your name and the card number. It can be a screenshot of internet banking."

Para obtener más detalles, ponte en contacto con nuestro servicio de atención al cliente. Sinceramente no tiene sentido lo que ellos dicen, ya he verificado mis tarjetas varias veces, incluso mis cuentas de Skrill y Netteller. Además, también e depositado dinero con Skrill y Netteller y no me dejan retirar mi monto de ninguna de estas cuentas, ni mucho menos de mi tarjeta de crédito registrada y verificada por ellos mismo. Yo digo, esto me huele a estafa. Tengo muchísimas pruebas contundentes que avalan mi queja, cuando gustes solo dime donde las tengo que enviar y te sorprenderás de lo que es capaz el casino 20bet de hacer para no permitir que sus usuarios retiren algún monto de su plataforma. Sin más que añadir te deseo un feliz día.

Thank you very much for your reply, Elamanecer1983. Could you please forward all the relevant communication between you and the casino together with any other evidence to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina, a few days ago I sent you by email the necessary evidence so that you can analyze my case, I would just like to know if you received my documents correctly. In case of any additional questions do not hesitate to contact me, I will be happy to provide you with everything you need to see that 20bet casino has no intention of refunding me the 24k Francs that I win in the casino. I wish you a happy Sunday.

Sincerely, Martin C*** S***

Hola Kristina, hace unos días te envié por correo electrónico las pruebas necesarias para que puedas analizar mi caso, solo me gustaría saber si recibiste mis documentos correctamente. En caso de cualquier pregunta adicional no dudes en contactarme, estaré encantado de suministrarte todo lo necesario para que veas que el casino 20bet no tiene intención de reintegrarme los 24k Francos que gane en el casino. Te deseo un feliz domingo.

Atentamente: Martin C*** S***

Thank you very much, Elamanecer1983, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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.  

Thank you very much, Kristina, I will be waiting and aware of everything. I thank you very much for being interested in my case. For now I wish you a happy day.

Sincerely:

Martin C*** S***

Muchísimas gracias, Kristina estaré a la expectativa y al tanto de todo. Te agradezco mucho el que te hayas interesado en mi caso. Por lo pronto te deseo un feliz día.

Atentamente:

Martín C*** S***

Hello, Elamanecer1983!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello,

The player in question needs to complete teh verification before we can approve the withdrawal.

We have notified the player aboutn it, also we have sent a reminder about the remeining documents that we are expecting from the player.

Thank you.

Elamanecer1983, let us know as soon as you will complete the verification!

Hello, I have registered two credit cards at the 20bet casino, one Paysafecard and one Cornercard ok, I have also registered a Skrill account and another Netteller account. As you can see in the screenshots sent to GURU casino, I have made deposits through the four payment methods; Now, the Cornercard OK credit card does not contain my name on the card because that card is a prepaid card that does not need to have the user's name on the same card; but be careful: in my Cornercard account ok, my name is clearly visible, which appears clearly in the screenshot that I sent to both the 20bet casino, as well as the GURU casino. The problem here is that the 20bet casino does not want to pay me my fairly earned money and that is why it makes the pretext that I have to send a valid document again and again. The 20bet casino requires me to send a valid document and I have sent four valid payment documents, of which three were verified, registered and accepted by the 20bet casino, now leaving aside the Cornercard prepaid card OK, you have three options where they can safely accept my cash withdrawal. Gentlemen, my PAYSAFECARD payment card is registered with the 20bet casino, as well as my Skrill and Netteller account through which I have made deposits to the 20bet casino. I have asked the 20bet casino that if they do not accept the Cornercard OK debit card, then they should send my money to my Skrill, Netteller account or to my Paysafecard credit card on which my credentials clearly appear, that is, my name, address and telephone number. I even sent you screenshots and photos of my accounts and you registered, verified and accepted it correctly; Now, why do you flatly refuse to send me the money to my Paysafecard credit card or as I said before; to my Skrill or Netteller account which are fully registered, verified and accepted by yourselves at the 20bet casino? I ask you to please observe the screenshot sent to GURU casino where the cards verified, registered and accepted by 20bet casino clearly appear. That is transparent proof that my withdrawal request is totally valid, and I hope as soon as possible that you with absolute seriousness make the corresponding payment which is absolutely legal, since it was money earned fairly without any bonuses.

Hola, he registrado en el casino 20bet dos tarjetas de créditos una Paysafecard y otra Cornercard ok, también he registrado una cuenta de Skrill y otra de Netteller. Como se puede notar en las capturas enviadas al casino GURU, yo he realizado depósitos a través de los cuatro métodos de pago; ahora bien, la tarjeta de crédito Cornercard OK, no contiene mi nombre en la tarjeta porque esa tarjeta es una tarjeta prepago que no necesita tener el nombre del usuario en la misma tarjeta; pero ojo: en mi cuenta de Cornercard ok, se ve bien visible mi nombre el cual figura claramente en la captura que envié tanto al casino 20bet, así como también al casino GURU. El problema aquí es que el casino 20bet no quiere pagarme mi dinero ganado limpiamente y por eso pone pretexto de que tengo que enviar una y otra vez un documento válido. El casino 20bet me exige que envié un documento valido y yo, le he enviado cuatro documentos validos de pago, de las cuales tres fueron verificadas, registradas y aceptadas por el casino 20bet, ahora bien dejando de lado la tarjeta prepago Cornercard OK, ustedes tienen tres opciones donde tranquilamente pueden aceptar mi retiro de efectivo. Señores, mi tarjeta de pago PAYSAFECARD esta registrada en el casino 20bet, así como también mi cuenta de Skrill y Netteller por las cuales yo he realizado depósitos al casino 20bet. Yo le he pedido al casino 20bet que si no aceptan la tarjeta de debito Cornercard OK, entonces que me envíen mi dinero a mi cuenta de Skrill, Netteller o a mi tarjeta de crédito Paysafecard en la cual figura claramente mis credenciales es decir mi nombre, dirección y número de teléfono. Yo incluso les envié capturas y fotos de mis cuentas y ustedes mismo la registraron, verificaron y aceptaron correctamente; ¿ahora bien, porque ustedes se niegan rotundamente a enviarme el dinero a mi tarjeta de crédito Paysafecard o como dije anteriormente; a mi cuenta de Skrill o Netteller las cuales están totalmente registradas, verificadas y aceptadas por ustedes mismos en el casino 20bet? Le pido por favor que observe la captura enviada al casino GURU donde figuran claramente las tarjetas verificadas, registradas y aceptadas por el casino 20bet. Esa es una prueba transparente de que mi solicitud de retiro es totalmente valida, y espero lo antes posible que ustedes con absoluta seriedad realicen el pago correspondiente el cual es absolutamente legal, puesto que fue un dinero ganado limpiamente sin bonos alguno. 

Now then: Why don't you 20bet casino proceed justly by accepting that I withdraw my won amount in the 20bet casino, knowing that all my payment methods such as PAYSAFECARD, SKRILL AND NETTELLER are fully registered and that my name clearly appears on them , as well as my address and telephone number? Because he simply does not want to cooperate in the dispute and solve this problem at once. My complaint was not only made to GURU casino, but also to other websites, which will be in contact with you very soon; my next reaction will be a full scale lawsuit against 20bet casino in the following licensing regulatory companies:

certria@gaminglicences.com

Player-support@curacao-egaming.com

compliants@emoore.com

Ahora bien: ¿Por qué usted casino 20bet no procede justamente aceptando que yo retire mi monto ganado en el casino 20bet, a sabiendas que todos mis métodos de pagos tales como PAYSAFECARD, SKRILL Y NETTELLER totalmente registrados están y que en ellos figura claramente mi nombre, así como también mi dirección y número telefónico?  Porque simplemente no quiere colaborar en la disputa y resolver de una vez este problema. Mi queja no solo la hice en el casino GURU, sino que también en otros sitios web, los cuales muy pronto se pondrán en contacto con usted; mi próxima reacción será una demanda a gran escala contra el casino 20bet en las siguientes empresas reguladoras de licencias:

certria@gaminglicences.com

Player-support@curacao-egaming.com

compliants@emoore.com

Hello Paval, thank you very much for being aware of my complaint, as you can read I am trying to reach a fair solution with the 20bet casino; which withholds my amount with a nonsensical excuse that I have to send documents which I already sent and were verified by said casino. I hope 20bet casino solves my problem as soon as possible because I really don't want to have to go to Curacao-egaming.com. I have a lot of evidence that proves the veracity of my complaint and the injustice that the 20bet casino is committing against me. As I mentioned before: 20bet casino has many options where you can send me the won amount without any bonus, such as: PAYSAFECARD; registered and verified by 20bet casino. Skrill and NETTELLER registered and verified by 20bet casino, where my name, address and phone number are clearly listed. I just hope that 20bet casino is responsible and accepts that it is making a mistake with me. Kind regards.

Hola Paval, muchas gracias por estar pendiente de mi queja, como puedes leer yo estoy tratando de llegar a una solución justa con el casino 20bet; el cual retiene mi monto con una excusa sin sentido de que tengo que enviar documentos los cuales ya los envié y fueron verificados por dicho casino. Espero que el casino 20bet resuelva mi problema lo antes posible porque de verdad no quiero tener que recurrir a Curacao-egaming.com. Yo, tengo muchas pruebas que demuestran la veracidad de mi queja y la injusticia que esta cometiendo el casino 20bet contra mí. Como ya cité antes: el casino 20bet tiene muchas opciones donde poder enviarme el monto ganado sin bono alguno, tales como: PAYSAFECARD; registradas y verificada por el casino 20bet. Skrill y NETTELLER registrados y verificado por el casino 20bet, donde figura claramente mi nombre, dirección y numero telefónico. Solamente espero que el casino 20bet sea responsable y acepte que esta cometiendo un error conmigo. Saludos cordiales.

Hello 20bet casino, you have just requested my 24k cash withdrawal through my verified cards: PAYSAFECARD AND SKRILL. I hope that this time you proceed to make my withdrawal without any problem. I ask Pavel to leave this thread open while my withdrawal is processed, and to see if casino 20bet complies with what was agreed. Without further ado, have a happy day.

Hola, casino 20bet, acabó de solicitar mi retiro de dinero de 24k a través de mis tarjetas verificadas: PAYSAFECARD Y SKRILL. Espero que esta vez ustedes procedan a realizar mi retiro sin ningún problema. Pido a Pavel, que deje este hilo abierto mientras se procesa mi retiro, y para ver si casino 20bet cumple con lo acordado. Sin mas que decir que tengan un feliz día.

Hello everyone, I just wanted to point out that 20bet casino has sent an amount of 4000 CHF to my Skrill account. I still have 20k to withdraw and I hope I can withdraw it without any problem. Anyway, I want to thank 20bet casino for making my 4k withdrawal quickly according to their payment terms of 4000 per day. I hope to continue to successfully withdraw the remaining amount of CHF 20,000 in the coming days. Pavel, I thank you with all my heart for inviting 20bet casino to this dispute and I also thank 20bet casino for being cooperative in this dispute. Kind regards.

Hola a todos, solo quería recalcar que el casino 20bet a enviado a mi cuenta de Skrill un monto de 4000 CHF. Todavía me faltan 20k por retirar y espero poder retirarlos sin problema alguno. De todos modos, quiero agradecer al casino 20bet por efectuar mi retiro de 4k rápidamente de acuerdo con sus condiciones de pago de 4000 por día. Espero seguir retirando satisfactoriamente en los próximos días el monto restante de 20000 CHF. Pavel, te agradezco de todo corazón el que hayas invitado al casino 20bet a esta disputa y también le agradezco al casino 20bet por mostrarse cooperativo en esta disputa. Saludos cordiales.

Hello Pavel, the verification of my documents are all in order, that is why 20bet casino has proceeded to send me my first 4k withdrawal today. Tomorrow they will probably send me another refund of 4k, and so on until I finally manage to withdraw my full amount of 24k. In addition, 20bet casino has its withdrawal rules, that is to say that only 4k per day is allowed to be withdrawn daily in the casino. In any case, I will keep you informed in case things do not go according to plan, but for the moment everything is going well with my withdrawals, tomorrow I will inform you once the 20bet casino proceeds with my second withdrawal of 4k, until complete the amount of 24k. Thank you very much for everything and have a happy day. Best regards from Switzerland.

Hola Pavel, la verificación de mis documentos están todas en orden, es por ello por lo que el casino 20bet ha procedido a enviarme mi primer retiro de 4k hoy día. Mañana seguramente me enviaran otro reembolso de 4k, y así hasta que por fin logre retirar mi monto completo de 24k. Además, el casino 20bet tiene sus normas de retiro, es decir que solo se permite retirar diariamente 4k por día en el casino. De todas formas, te mantendré informado en caso de que las cosas no marchen de acuerdo con lo previsto, pero por el momento todo esta yendo bien con mis retiros, mañana te informo una vez el casino 20bet proceda efectuando mi segundo retiro de 4k, hasta completar el monto de 24k. Muchas gracias por todo y que tengas un feliz día. Cordiales saludos desde Suiza.

Elamanecer1983, thank you for the information! I hope your upcoming withdrawals will be fast and successful. I will be waiting to hear from you!

Hello Pavel, I want to inform you that 20bet casino sent me today 08.31.2023 another 4k to my Skrill account, but at the same time I reject and cancel my other pending 16k withdrawals. I guess, this is because of their withdrawal policy that you can only withdraw 4k per day. I just requested another 4k withdrawal a while ago, for them to accept it and send the money tomorrow to my Skrill account, in case they keep rejecting the rest of my cash withdrawals, I will inform Casino GURU immediately. So far they have sent 8k to my Skrill account and I hope they will continue to do so with the rest of the 16k I have left in the 20bet casino. Without further ado, I will be aware of what happens and I will keep you informed. For now, have a happy day.

Hola Pavel, quiero informarte de que el casino 20bet me envió hoy día 31.08.2023 otros 4k a mi cuenta de Skrill, pero al mismo tiempo rechazo y cancelo mis otros retiros de 16k pendientes. Yo supongo, que esto se debe a su política de retiro de que solo se puede retirar 4k por día. Acabo de solicitar otro retiro de 4k hace un rato, para que ellos lo acepten y me envíen el dinero mañana a mi cuenta de Skrill, en caso de que sigan rechazando el resto de mis retiros de efectivo, informare inmediatamente al Casino GURU. Por el momento me han enviado 8k a mi cuenta de Skrill y espero que continúen haciéndolo con el resto de 16k que me queda en el casino 20bet. Sin más que decirte, estaré al tanto de lo que acontezca y te mantendré informado. Por lo pronto que tengas un feliz día.

Hello Pavel, I just wanted to update you on the situation at the moment; 20bet casino is collaborating perfectly in this dispute. Yesterday he proceeded to send me 2k to my Netteller account, anyway, so far I have received 10k of the 24k from the 20bet casino. Next week I withdraw another 10k and so on until I have withdrawn the 24k. Without further ado, I wish you a happy weekend.

Hola Pavel, solo te quería poner al tanto de la situación en estos momentos; el casino 20bet esta colaborando perfectamente en esta disputa. Ayer procedió a enviarme 2k a mi cuenta de Netteller, en fin, hasta el momento he recibido 10k de los 24k del casino 20bet. La próxima semana retiro otros 10k y así hasta haber retirado los 24k. sin más que añadir deseo que pases un feliz fin de semana.

Hello 20bet casino, I would like to know why my withdrawal request from two days ago has not yet been accepted or processed by you. Please remember that this is a new week and according to the casino policy the withdrawal amounts are divided as follows: 4k per day, 10k per week, 40k per month. This is my second week of withdrawal and so far I have not received notification of my withdrawal request for this week. To 20bet Casino please kindly proceed to process the 4k withdrawal pending in my 20bet casino account. Kind regards.

Hola al casino 20bet, me gustaría saber porque mi solicitud de retiro desde hace dos días todavía no ha sido aceptada ni procesada por ustedes. Recuerden por favor que esta es una nueva semana y según la política del casino los retiros de monto se dividen así: 4k por días, 10k por semanas, 40k por mes. Esta es mi segunda semana de retiro y hasta el momento no he recibido notificación de mi solicitud de retiro de esta semana. Al Casino 20bet por favor proceda amablemente a procesar el retiro de 4k que está pendiente en mi cuenta del casino 20bet. Saludos cordiales.

Hello Pavel, apparently you are no longer on the forum, but anyway I will leave my update here in case you can read it one day. I just wanted to inform you that this morning I received another 4k from the 20bet casino, this means that so far I have received 14k from the casino, and I am still withdrawing. As I always do, I will keep you informed until I have received the entire amount won at 20bet casino. For now I wish you a happy and wonderful day.

Hola Pavel, al parecer ya no andas por el foro, pero de todos modos dejare mi actualización aquí por si algún día la puedes leer. Solo quería informarte de que hoy día en la mañana he recibido otros 4k del casino 20bet, esto quiere decir que hasta el momento he recibo 14k del casino, y sigo retirando. Como siempre hago, te mantendré informado hasta que haya recibido todo el monto ganado en el casino 20bet. Por lo pronto te deseo un feliz y maravilloso día.

Thank you, Elamanecer1983! I am reading your messages. I hope you will get the rest of your funds as soon as possible!

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.

Hello, friend Pavel, everything is fine with the 20bet casino, I have already received the money corresponding to my Skrill account; On the other hand, I have continued playing at the 20bet casino and I have lost a tiny sum, which does not affect my capital earned at the 20bet casino in any way. You can now close the complaint, I am very satisfied with the great cooperation of the 20bet casino. I completely thank you and your GURU Casino team for helping me so much to solve this small problem. I will continue here in the forum anyway since you were a crucial pillar for me to recover what I won at the 20bet casino. I also want to thank 20bet casino for their great collaboration on this delicate issue. Best regards to everyone from Switzerland.

Hola, amigo Pavel, con el casino 20bet esta todo bien, ya he recibido el dinero correspondiente a mi cuenta de Skrill; por otro lado, he seguido jugando en el casino 20bet y he perdido una diminuta suma, la cual no afecta en nada a mi capital ganado en el casino 20bet. Puedes ya cerrar la queja, yo estoy muy satisfecho por la gran cooperación del casino 20bet. Doy enteramente las gracias a ti y a tu equipo del Casino GURU, Por haberme ayudado tanto a resolver este pequeño problema. Yo seguiré de todos modos por aquí en el foro ya que ustedes fueron un pilar crucial para que yo recobrara lo ganado en el casino 20bet. También quiero agradecer al casino 20bet por su gran colaboración en este delicado tema. Saludos cordiales a todos desde suiza.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Elamanecer1983, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

I would like also to thank the casino for their assistance with the issue.

Best regards,

Pavel K

Casino Guru Team