20Bet Casino - Виведення коштів гравця було відкладено, а рахунок заморожено.

Good morning and Happy New Year.

I have encountered some issues with the betting site I've been using and I would like to know how I can proceed and what I can claim. Most importantly, I have requested to be excluded from the site at least four times recently, specifically in December, and they have yet to do so. Consequently, I have lost even more money. I'm unable to manage this situation, which is why I asked for exclusion, as I have done everywhere else. This is the only betting site that hasn't complied. There is evidence of this with the emails I have sent them. They supposedly refer me to my VIP manager, who responds via email expressing regret but still does not process my exclusion. Moreover, there is another issue. In November, if I'm not mistaken, I received a €50 bonus. I had to wager €2000 to be able to withdraw my winnings, which I fulfilled. When I reached the desired amount, I requested a withdrawal. However, the transfer didn't happen for at least 2-3 days, possibly even longer. After waiting these days, I canceled the withdrawal myself and the money was re-deposited into my account, causing me to bet again and increase the amount. I repeated the withdrawal process and the same thing happened again. They delayed me for days once more. As a result, the amount grew to approximately €7200. I requested a withdrawal, and after a day, they froze the amount and zeroed out my account. They justified this by saying that the bonus terms did not allow me to wager more than €5. I am, of course, aware of this term, and until I met the bonus requirement of €2000, I hadn't wagered more than €5. Additionally, I wish to claim all my deposits from the first time I requested exclusion and it was not processed. Thank you very much for your time.

Καλημέρα σας και καλή χρόνια.

Έχουν προκύψει κάποια θέματα με τη στοιχηματική που έπαιζα και θα ήθελα παρακαλώ να μάθω πως μπορω να κινηθώ και τι μπορω να διεκδικήσω.Το πιο σημαντικό για μένα είναι πως έχω ζητήσει τουλάχιστον 4 φορές τον αποκλεισμό μου το τελευταίο διάστημα δηλαδή μέσα στον Δεκέμβριο,και δεν μου το έχουμε κάνει.Με αποτέλεσμα βέβαια να χάσω και αλλά χρήματα.Δεν μπορω να το διαχειριστώ γι αυτό το λόγο ζήτησα και τον αποκλεισμό οπως έχω κάνει παντού.Είναι η μόνη στοιχηματική που δεν το κάνει.Βέβαια γι αυτό υπάρχουν αποδείξεις με τα mail που τους στέλνω.Με παραπέμπουν δήθεν στον vip manager που έχω και αυτός μου απαντάει με mail ότι λυπάται πολύ που το ακούει αυτό αλλά και πάλι δεν μου κάνουν αποκλεισμό.Πέρα από αυτό υπάρχει και ακόμη ένα θέμα.Είχα ένα μπόνους το Νοέμβριο εάν δεν κάνω λάθος 50€.Επρεπε να στοιχηματίσω 2000€ για να μπορω να πάρω τα κέρδη μου οπως και έγινε.Όταν έφτασα το ποσό που ήθελα ζήτησα αναληψη του ποσού.Η μεταφορά όμως δεν γινότανε τουλάχιστον για 2-3 μέρες ίσως και παραπάνω περίμενα.Μετά από αυτές τις μέρες έκανα η ίδια ακύρωση της ανάληψης μπήκαν πάλι αυτά τα χρήματα στο λογαριασμό μου με αποτέλεσμα να στοιχηματισω και να αυξήσω το ποσό.Έκανα πάλι αυτή τη διαδικασία με την αναληψη και έγινε πάλι το ιδιο.Πάλι με καθυστέρησαν για μέρες.Με αποτέλεσμα να ξαναγινει το ίδιο και να φτάσω το ποσό περίπου 7200€ να ζητήσω αναληψη και μετά από μια μέρα να μου δεσμεύσουν το ποσό και να μου μηδενίσουν το λογαριασμό μου.Με τη δικαιολογία ότι οι όροι του μπόνους ήταν πως δεν μπορω να στοιχηματισω πάνω από 5€.Τον όρο αυτό φυσικά και τον γνωρίζω και μέχρι να φτάσω το οριο που ήθελε το μπόνους που ήταν τα 2000€ δεν είχα στοιχηματίσει πάνω από 5€.Επισης θελω να διεκδικήσω όλες μου τις καταθέσεις από την πρώτη φορά που ζήτησα τον αποκλεισμό μου και δεν έγινε.Ευχαριστώ πολύ για τον χρόνο σας.

Hello liageokrik,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 20Bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you mention gambling issues or addiction in your self-exclusion request?
• When was the last time you spoke to the casino and what was it about?

Please note that withdrawals usually take up to 14 days so if you canceled them, the casino had nothing to do with it.

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Good evening and thank you for your answer, first of all. I am a systematic player at this online casino for at least the last two years, so my account has been verified with all the required documents. Well, the first one was on 06/21/2022 with my registration and the second verification was on 07/03/2024, which they asked for again because some terms had changed as far as I remember. When I requested my exclusion on 12/20/2024, I explained exactly the reasons that that month I had played about €1000 and had not made any return and I also explained to them the incident with the bonus. Also, when they referred me to the vip manager, I explained that I had lost a lot of money. The last time I spoke to the vip manager was on 12/29/2024, when I wanted to ask if I was taking part in a free wheel that they had for those days. All of this Of course, there are proofs in my emails.

Καλησπέρα και ευχαριστώ για την απάντηση σας,αρχικά.Είμαι συστηματική παίκτρια στο συγκεκριμένο on line casino τουλάχιστον τα τελευταία δυο χρόνια όποτε όσων αφορά το λογαριασμό μου είναι επαληθευμένος με ολα τα απαιτούμενα έγγραφα.Λοιπόν η πρώτη έγινε 21/06/2022 με την εγγραφή μου και η δεύτερη επαλήθευση έγινε 03/07/2024 που το ζήτησαν πάλι γιατί είχαν αλλάξει κάποιοι όροι απ όσο θυμάμαι.Όταν ζητησα τον αποκλεισμό μου στις 20/12/2024 εξήγησα ακριβώς τους λόγους πως εκείνο τον μήνα είχα παίξει περίπου 1000€ και δεν είχε κάνει καμία επιστροφή και τους εξηγούσα και το περιστατικό με το μπόνους.Επίσης όταν με παρέπεμψαν στον vip manager εξήγησα πως έχω χάσει πολλά χρήματα.Η τελευταία φορά που μίλησα με τον vip manager ήταν 29/12/2024 που ήθελα να ρωτήσω εάν παίρνω μέρος σε έναν δώρο τροχό που είχαν για εκείνες τις μέρες.Ολα αυτά βέβαια υπάρχουν ως αποδεικτικά στα mail μου.

Here you can see the €50 bonus on 12/23 where it says that the "wagering requirements have been completed" at €2000.40 but as you can see below it says "cancelled".

Εδώ μπορείτε να δείτε το μπόνους των 50€ στις 23/12 όπου λέει πως οι «απαιτήσεις στοιχηματισμού ολοκληρώθηκαν»στα 2000,40€ αλλα οπως βλέπετε παρακάτω γράφει «ακυρωμένα».

I want to correct some things as I was searching my emails the bonus had actually come from free spins

on 5/12 where €19.95 was won from there I had to reach €2000 with these 19.95, which I did without exceeding the maximum bet of €5. I played with more than €5 when I had already exceeded €2000.

Θελω να διορθώσω κάποια πράγματα καθώς εψαχνα τα mail μου τελικά το μπόνους είχε προκύψει από δωρεάν περιστροφές

στις 5/12 όπου από εκεί κερδήθηκαν 19,95€ Αυτά τα 19,95 έπρεπε να τα φτάσω 2000€ όπου και τα έφτασα χωρίς να ξεπεράσω το μέγιστο ποντάρισμα των 5€.Έπαιξα με πάνω από 5€ όταν ήδη είχα ξεπεράσει τις 2000€.

Here you can see the €19.95 bonus that was completed and I never got my money. Forgive me for the mistakes in the amounts but I have really "lost the ball" with all this mockery... There are all the proofs though and I am here for any information you need. Everything is recorded. Nothing is lost. Thank you and forgive me but I have lost a lot of money and I am very upset.

εδώ μπορείτε να δείτε το μπόνους των 19,95€ που όλοκληρωθηκε και ποτέ δεν πήρα τα χρήματα μου.Συγχωρέστε με για τα λάθη στα ποσα αλλά Πραγματικά έχω «χάσει την μπάλα» με όλη αυτή την κοροϊδία…Υπάρχουν όλες οι αποδείξεις όμως και είμαι εδώ για οποιαδήποτε πληροφορία χρειαστείτε.Ολα είναι καταγεγραμμένα.Τίποτα δεν χάνεται.Ευχαριστώ και συγχωρέστε με αλλά Έχω χάσει πολλά χρήματα και είμαι πολύ στεναχωρημένη.

And here you can see the last withdrawal I requested for 7204.55 while it says "success" then they did a "balance correction" and reset everything!

Και εδώ μπορεί τις να δείτε την τελευταία αναληψη που ζήτησα 7204,55 ενώ γράφει «επιτυχία» μετά κάνανε «διόρθωση υπόλοιπου» και μηδενίσαν τα πάντα!

Hello liageokrik,

Would it be possible to forward your full betting history since you claimed the bonus for further review?

Additionally, as per your description, you did not request for a self-exclusion but a simple account closure which can the casino basically lift off at any time or even offer you promotions to stay.

Awaiting your response.

Regards,

Nick

I'm sending you the emails I requested to be blocked.

Σας στέλνω τα mail που είχα ζητήσει αποκλεισμό.

I'm sending you the betting history after the €19 bonus.

Σας στέλνω το ιστορικό του στοιχηματισμού μετά το μπόνους των 19 και κάτι €.



For anything else, I am at your disposal at any time. Because my betting history is extensive, I don't know if there is an error... Thank you very much for your time! We are in touch!

Για οτιδήποτε άλλο οποιαδήποτε στιγμή είμαι στη διάθεση σας.Επειδή είναι πολλά τα ιστορικά του στοιχηματισμού μου δεν ξερω αν υπάρχει κάποιο λάθος…Σας ευχαριστώ πολύ για τον χρόνο σας!Ειμαστε σε επικοινωνία!

Dear Liageokrik,

Thank you for reaching out. The cap on your winnings was most likely due to the fact that they were generated from a free bonus, which typically comes with a maximum win limit.

To address the more important matter, if you still wish to self-exclude, I strongly recommend contacting their email support team and explicitly mentioning any gambling-related concerns. This step is essential to ensure your account is closed.

Once you have taken this action, please let us know the outcome.

Best regards,

Nick

Good morning! Thanks for the reply. I just sent an email to the support team. I will let you know as soon as I have a response.

Καλημέρα σας!Ευχαριστω για την απάντηση.Μόλις έστειλα mail στην ομάδα υποστήριξης.Μόλις έχω απάντηση θα σας ενημερώσω.

As for my winnings from the bonus, I explained to you that I had reached the maximum winning limit and then the winnings were converted into my own money which I played and this amount came out which I never received. I would greatly appreciate it if there was a solution to this problem. At least I could receive the bonus amount that I had wagered. It must have been around €700 or so.

Όσων αφορά για τα κέρδη μου από το μπόνους σας εξήγησα πως το ανώτατο οριο νίκης το είχα φτάσει και μετά τα κέρδη μετατράπηκαν σε δικά μου χρήματα τα οποία έπαιξα και βγήκε αυτό το ποσό το οποίο δεν ελαβα ποτέ.Θα το εκτιμούσα πολύ εάν υπήρχε κάποια λύση σε αυτό το πρόβλημα.Έστω να λάβω το ποσό του μπόνους που είχα οκοκληρωσει.Πρέπει να ήταν περίπου 700 κάτι €.

Actually, it was this one right here.

798€

Για την ακρίβεια ήταν αυτό εδώ ακριβώς

798€

My account has been closed.

Ο λογαριασμός μου έκλεισε.

Dear Liageokrik,

I'm glad to hear that your account is now closed.

To further assist you regarding your missing winnings, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much for the answer. I am now waiting for Michalis' answer! Good luck Nikos!

Ευχαριστώ πολύ για την απάντηση.Αναμένω τώρα πια και από τον Μιχάλη την απάντηση του!Καλη συνεχεια Νίκο!

Hello Liageokrik,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

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

Dear 20Bet Casino,

Could you kindly elaborate on the reasons behind the delay in processing the player's withdrawal requests? Furthermore, even after the player raised concerns regarding their gambling habits and sought self-exclusion, it appears that their winnings were earned legitimately. I would appreciate your clarification on why these funds were not released to the player before their account was closed. If there are any additional details or evidence that cannot be disclosed publicly, please send them to me at michal.k@casino.guru.

Thank you very much, Michalis, for your response and I really appreciate the effort you have made to find a solution to the problem that has arisen! I hope it has a positive result!

Σε ευχαριστώ πολύ Μιχάλη για την απάντηση σου και εκτιμώ πολύ την προσπάθεια που κανείς για να βρεθεί μια λύση στο πρόβλημα που έχει προκύψει!Ελπιζω να έχει κάποιο θετικό αποτέλεσμα!

Hello!

Dear liageokrik,

Thank you for your enquiry. We are ready to provide detailed information on this case.

You exceeded maxbet with an active bonus.

The account was closed on the 19th of January the first mention of addiction.

Dear Michal,

We've already provided more information and evidence on this case to your email address. If there are any further questions, please let us know.

Thank you for the response and the evidence you provided, 20Bet Casino team.

Dear Liageokrik,

After gathering all the necessary information and evidence, including your game log, I'm afraid I cannot pursue your case.

I will try to offer our take on all the circumstances.

When I reached the desired amount, I requested a withdrawal. However, the transfer didn't happen for at least 2-3 days, possibly even longer.

I can understand that you desired to receive the withdrawal quickly; we would also like to see the withdrawals processed the same day as they were requested, but there are various factors that influence this process, and it is nothing unusual that this takes a few working days. Sadly, you took the action to cancel the withdrawals, and you later unitilized the funds for playing. This decision was solely your, and the casino team has not done anything wrong. Players need to be patient.

on 5/12 where €19.95 was won from there I had to reach €2000 with these 19.95, which I did without exceeding the maximum bet of €5.

Sadly, this is not correct. It was on 05.12. 2024, while having an active bonus where you repeatedly exceed the maximum bet amount. While we believe that the maximum bet should be automatically implemented by the software to prevent players from unintentionally breaching this rule, it is not yet an industry standard as every casino uses its own platform software. Given that you placed not just one or two but multiple bets that breached the maximum bet rule while playing with a bonus (particularly the Bonus VIP TG Advent Special) way above the limit, we cannot attribute the breach to be just a mere coincidence, and the casino has acted in accordance with its terms and conditions. You didn't have any real money funds in your balance at this time; you were solely playing with bonus funds.

Most importantly, I have requested to be excluded from the site at least four times recently, specifically in December, and they have yet to do so.

You have "officially" requested self-exclusion on 20.12.2024 due to the reasons you mentioned in your email. I can agree with you that the casino team should have acted much quicker in closing your account, but at this time, your account balance was empty, and you had not made any deposits, thus you didn't lose any funds that the casino team should return to you from 20.12.2024 until your account was fully closed at 19.01.2025.

I hope that my explanation has adequately clarified the situation. While I can agree with you that the casino team could have closed your account much sooner, we expect this to be done as soon as possible, however, since you have not made any deposits since December 20, 2024, there are no funds that the casino is obligated to refund to you.

I realize this response may not align with your expectations, and I truly empathize with your situation; however, because of the max bet breach, the casino team acted according to the terms and conditions you agreed to when opening your account. Please let me know if you need assistance with anything else or if I can proceed with closing this case.

I have made many deposits since 12/20 and after!!!! many! Obviously there was nothing in my account when it was closed because I always lost!!! If you ask for a transaction history, everything is there. Of course I can't do it because my account is closed!!!! It is completely unethical, however, to say that I had not made any deposits! Because I had made many, I repeat!!!

Έχω κάνει πολλές καταθέσεις από τις 20/12 και μετά!!!!πολλες!προφανως και δεν υπήρχε τίποτα στο λογαριασμό μου όταν έκλεισε γιατί πάντα έχανα!!!Εαν ζητήσετε ιστορικό συναλλαγών εκεί φαίνονται ολα.Εγω δεν μπορω φυσικά να το κάνω γιατί είναι κλειστός ο λογαριασμός μου!!!!Ειναι εντελώς ανήθικο όμως να λέτε πως δεν είχα κάνει καμία καταθεση! Γιατί είχα κάνει πολλές το ξαναλέω!!!

Dear Liageokrik,

I appreciate your prompt response. I have previously received different information from the casino team. I will verify this matter with them. If it is indeed the case that you made any real money deposits after notifying the casino team of your intention to close your account for self-exclusion, those funds should be eligible for a refund. However, as I mentioned, I will need to confirm this with the casino team.

Thank you very much.

Σας ευχαριστώ πολύ.

In case the casino disputes my deposits, I have the receipts from my credit card. Thank you.

Σε περίπτωση που το καζίνο αμφισβητήσει τις καταθέσεις μου υπάρχουν οι αποδείξεις από την πιστωτική μου καρτα.Ευχαριστώ.

I confirm that after 12/20, deposits have been made totaling approximately €1000. I have all the receipts from my credit cards. This money should be refunded, please.

Σας το επιβεβαιώνω πως μετά τις 20/12 έχουν γίνει καταθέσεις περίπου συνολικά στα 1000€.Υπάρχουν όλες οι αποδείξεις από τις πιστωτικές μου κάρτες.Αυτά τα χρήματα θα πρέπει να επιστραφούν παρακαλώ παρά πολύ.

Dear Liageokrik,

I appreciate the extra information provided. I am currently in discussions with the casino team and am actively seeking a resolution.

Thank you very much, sincerely.

Σας ευχαριστώ παρά πολύ,ειλικρινά.

Hello!

We are continuing to discuss this matter in detail with dear Michal and are working on a comprehensive examination of the issue. If you have any additional questions, we will be happy to help.

Thank you very much, I am waiting for the best possible solution to this problem. Good luck!

Ευχαριστώ πολύ,περιμένω την καλύτερη δυνατή λύση σε αυτό το πρόβλημα.Καλή συνεχεια!

Dear 20Bet Casino team,  

I appreciate the extra information you've shared. I've sent my thoughts on the best way forward via email, and I truly hope we can find a resolution that works for everyone involved.

Dear Liageokrik,

Can you please share all the emails you have sent to the casino team in regards to your desire to close your account for self-exclusion?

You can upload the screenshots in the complaint thread or forward the actual emails to me at michal.k@casino.guru

Good evening, I sent you the messages you requested, although I had sent them again earlier. I also forwarded the emails to you. However, I really don't understand why there is such a long delay for such a clear issue! With all the information sent so long ago. Thanks again.

Καλησπέρα,σας έστειλα τα μηνύματα που ζητήσατε αν και τα είχα στείλει ξανά παλαιότερα.Σας προώθησα και τα mail.Πραγματικά όμως δεν καταλαβαινω για ποιον λόγο η τόσο μεγάλη καθυστέρηση για ένα τόσο ξεκάθαρο ζήτημα!Με ολα τα στοιχεία σταλμένα εδώ και τόσο καιρό.Ευχαριστώ και πάλι.

As you can see, I requested exclusion on 12/20/2024. Then they referred me to the vip manager, the well-known trick to back out!... Then I requested again on 12/23/2024 and finally on 01/19/2025.

Οπως βλέπετε ζήτησα αποκλεισμό στις 20/12/2024. Μετά με παρέπεμψαν στον vip manager το γνωστό κολπο για να κάνω πίσω!…. Μετά ξανά ζήτησα στις 23/12/2024 και τέλος στις 19/01/2025.

I kindly request that all my deposits from 12/20/2024 to 01/19/2025, when I was finally banned, be refunded.

Ζητάω παρακαλώ να μου επιστραφούν όλες μου οι καταθέσεις από τις 20/12/2024 εως και τις 19/01/2025 που τελικά έγινε ο αποκλεισμός μου.

My deposits are exactly €1055. If you want, I can send you all the emails with my deposits for this specific period. Thank you.

Οι καταθέσεις μου είναι ακριβώς 1055€.Μπορω εάν θέλετε να σας στείλω ολα τα mail με τις καταθέσεις μου την συγκεκριμένη περίοδο.Ευχαριστώ.

Dear Liageokrik,  

I appreciate all your messages. I will proceed with my discussion with the casino team.

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.

I don't understand why they don't respond. This case has been going on for over a month. It will be very bad if they don't respond. But I hope they will. A solution must finally be found. Thanks again.

Δεν καταλαβαινω για ποιον λόγο δεν απαντάνε.Πάνω από ένα μήνα είναι αυτή η υπόθεση.Θα είναι παρά πολύ άσχημο εάν τελικά δεν απαντήσουν.Ευελπιστώ όμως ότι θα απαντήσουν.Πρέπει να δωθεί μια λύση επιτέλους.Ευχαριστώ και πάλι.

Thank you for all the provided information and evidence, 20Bet Casino team.

Dear Liageokrik,  

I have been in touch with the casino team even outside the complaint thread, and some new insights have come to light. Additionally, I have consulted with my colleagues from the complaints team, and we have collectively reviewed your case along with others in similar situations. Here is our viewpoint on the whole situation: 

While you certainly did request a temporary closure or ban of your account on December 20th, it is important to note that such requests are frequently made by players experiencing a streak of bad luck. In some leading casinos, the support team would have taken a more proactive approach by inquiring about potential gambling concerns, as similar messages from various players are received daily. However, they are required to confirm the real reason for this request and whether you would rather be amenable to any offers. Your expressed frustration regarding your losses is completely understandable; however, it does not necessarily indicate a gambling problem. If a player wishes to close their account due to gambling issues or seeks self-exclusion, this must be clearly communicated to the support team, which was not the case here. You only made this clear request on January 19th, after which your casino account was closed basically immediately. The communications from December 20th, 2024, up until January 19th, 2025, with the support team did not explicitly mention any gambling-related concerns or indicate that you were unable to manage your gaming. You expressed your frustration with the losses, but on the other hand, you still actively, on your own initiative, made deposits and participated in regular gameplay. Given these circumstances, we regret to inform you that we do not find your request for a refund of your lost funds to be justified.

I can agree with you that the approach by the casino team may not have provided the best user experience. However, it is crucial that any concerns related to gambling issues or requests for self-exclusion are communicated clearly. I understand that the resolution of your complaint may not meet your expectations. Nevertheless, since you clearly reported the gaming issues to the casino team only on January 19, it is not possible to refund the previously lost funds. You are certainly entitled to disagree with this decision and may contact the casino authority if you believe your position is justified. However, due to the reasons outlined above, we must proceed to close this case as rejected.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru