20Bet Casino - Гравцеві важко завершити перевірку облікового запису.

Hi I'm trying to get my cash out from the 20bet site. I have sent all the required documents, especially a document from the mail where it is written that my card is no longer active. I sent everything they asked me, a month ago they made me deposit and withdraw quietly, now after first losing €3500 and then winning €4300 they don't give me the possibility to take my money. Please help me

Salve sto provando ad avere il mio cash out dal sito 20bet . Ho inviato tutti i documenti richiesti, soprattutto un documento della posta dove c è scritto che la mia scheda non è più attiva . Ho inviato tutto quello che mi chiedevano , un mese fa mi hanno fatto versare e prelevare tranquillamente, ora dopo aver perso prima 3500€ e poi vinto 4300€ non mi danno la.possibilità di prendere i miei soldi. Aiutatemi per favore

Dear Salvatore52,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you sent all the required documents as soon as possible and in the correct format? When was the last time you spoke with the casino and what was it about?

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,

Veronika

Yes, I sent everything correctly. . I spoke 10 min ago, saying it's not possible the other times in a day they just checked, now it's been 3 days and they don't give me my money and they don't check the documents.

Si ho inviato tutto correttamente. . Ho parlato 10 min fa , dicendo che non è possibile che le altre volte in un giorno subito controllavano, ora sono passati 3 giorni e non mi danno i miei soldi e non controllano i documenti.

They rejected my cash out once again with the following reason

Hanno rifiutato ancora una volta il mio cash out con il seguente motivo

I have already sent all the documents and some time ago I had already done it myself and in fact after several attempts my cash out was successful. Now they are insisting too much.

Ho inviato già tutti i documenti e tempo fa avevo già fatto l ho Stesso e infatti dopo vari tentativi il mio cash out andò a buon fine . Ora invece stanno insistendo troppo .

Does the screenshot of your Bank account profile include your name and IBAN that are clearly visible? Please make sure that your document meets all the requirements of the casino.

You think ? Is the photo okay?

Secondo voi ? Va bene cosi la photo?

I would suggest you send them a screenshot made on a computer so that the name of the bank would be visible as well.

I have it ready. Let's see what they will do now.

Ce l ho pronto . Vediamo cosa faranno adesso.

They keep circling us

Continuano a girarci intorno

Okay, now the casino at least explained in detail what the problem seems to be. You will have to call or visit your bank to give you an official bank statement (with your name, personal details, and IBAN). The bank statement has to be stamped and signed by a bank employee. You will then photograph the bank statement (with all 4 corners of the paper visible) and send it to the casino for verification.

I understand that you're feeling frustrated with the verification process. It can indeed be challenging at times but don't give up just yet. Remember, the verification process is a standard procedure designed to protect both the players and the casino. Once your account is verified, the withdrawals should be smoother, faster and more efficient.

No, there's one more thing you don't know.

I closed that account on May 17th and so they want a document certifying this thing

No c è un altra cosa che non sapete .

Quel conto l ho chiuso il 17 maggio e quindo vogliono un documento che attesti questa cosa

Here is the document

Ecco il documento

Can you please forward to me the other verification documents you sent to the casino? My email address is veronika.l@casino.guru.

Look what they do. They took my money without saying anything.

Guardate che fanno. Si sono presi i miei soldi senza dire niente.

I received your email with the screenshot from the casino stating you've used third-party payment. Have you used a payment method that belonged to someone else? Are you aware of the fact that you may deposit into a casino with the card/bank account/payment system registered in your own name only?

Yes, unfortunately my son uploaded his card to my profile and paid with it and I, who am the owner, didn't notice it and tried to have it cancelled. Now how does it work? Will I get a refund?

Si purtroppo mio figlio ha caricato la sua scheda sul mio profilo e ha versato con quella e io che sono il proprietario non me ne ero accorto e ha cercato di farla cancellare. Ora come funziona? Avrò un rimborso?

Unfortunately, when you used your son's payment card, you breached the casino's Terms and Conditions and you are not eligible for any winnings obtained by such action.

In the email you forwarded to me, there was information that the casino would refund you the deposit made by your son's card - but only if the refund amount is higher than the minimum processed by the payment provider.

Dear Salvatore52,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.