20Bet Casino - El jugador afirma que el pago se ha retrasado.

I deposited an amount of 5,000 pesos and played, and now I want to withdraw my money. They send me an email instructing me to upload the card with which I made my deposit and ensure it is in my name. I've already uploaded images from my banking app with my details and the card information, yet they are still asking for the same thing over and over again. It's not fair, this is becoming a joke.

He depositado la cantidad de 5 mil pesos y los jugué y ahora quiero solicitar el retiro de mi dinero y me mandan correo sube la tarjeta con la que realizaste tu depósito y que esté a tu nombre ya he subido imágenes de mi aplicación de banca con mis datos y los datos de la tarjeta y aún así siguen pidiéndome lo mismo y lo mismo no es justo ya es una burla esto

Dear joserdz250909,

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

Everything has already been verified and they always ask me the same thing for a document that indicates that it is in my name and I have already sent it to them many times, they have already authorized it and yet they continue to ask for that document and cancel my withdrawal, this is already a fraud

Ya se ha verificado todo y siempre me piden lo mismo un documento que indique que está a mi nombre y ya se los enviado muchas veces ya lo han autorizado y aún así siguen pidiendo ese documento y cancelan mi retirada esto ya es un fraude

Could you please specify why the casino rejected your card and bank statement? Please forward any relevant communication between you and customer support about this issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here. Thank you!

I don't know why they reject it if I send them the document where my name and account come from, it is an account statement from my bank account and yet they keep asking me to upload a document where my data comes

Attached image where that document is already approved and yet they cancel my withdrawal and when I contact support, which is pure chat, they tell me to upload the document they ask me for, which is another area and they can't do anything, there is already a lot to do I'm on another path, don't struggle like I'm struggling with this one, I hope you can support me, thank you

Desconozco por qué la rechazan si les envío el documento donde viene mi nombre mi cuenta, es un estado de cuenta de mi cuenta bancaria y aún así me siguen pidiendo que suba un documento donde vengan mis datos

Anexo imagen donde viene ya aprobado ese documento y aún así me cancelan el retiro y cuando contacto a soporte que es puro chat, me dicen que suba el documento que me piden que es otra área y ellos no pueden hacer nada, ya es mucho lo que llevo en otro camino no batalle como estoy batallando con este, espero me puedan apoyar gracias

Please send me the email from the casino with instructions about the documents they need from you. My email address is veronika.l@casino.guru.

Good afternoon, I already sent you an email where today I requested the withdrawal again and they sent again to request the same document that I already sent them.

I will forward you the others I have so you can see that they request the same thing.

Buena tarde, ya le reenvié un correo donde hoy solicite de nuevo el retiro y vuelven a mandar a pedir el mismo documento que ya les envié.

Le reenvío los demás que tengo para que vea que solicitan lo mismo

Could you please confirm that you sent the photographs of the payment card you used for making the deposits at the casino? Have you also sent a document verifying that the card is registered in your name? When did you send these documents? Have you provided them as soon as possible and in the correct format?

Yes, of course, I attach screens where I have uploaded the documents they request, they are account statements from my bank, everything is clear, such as my name, my bank account, my card, etc.

I have uploaded them several times, even if what they ask for is correct, they give me a document without relevance and then if they accept it, it is as if they will play with the answer they give me.

They make me think that they are doing everything possible to not grant me the withdrawal, below are the screens of the documents uploaded to their app

Si claro anexo pantallas donde he subido a los documentos que me solicitan, son estados de cuenta de mi banco viene todo claro, como mi nombre mi cuenta de banco mi tarjeta etc.

Los he subido ya varía veces incluso estando correcto lo que piden me ponen documento sin relevancia y después si los aceptan, es como si jugarán con la respuesta que me dan.

Dan a pensar que están haciendo lo posible por no otorgarme el retiro, a continuación las pantallas de los documentos subidos a su app

Thank you very much, joserdz250909, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi joserdz250909,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your money. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear 20Bet Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Can you please confirm having the documents the player has uploaded to verify their deposit method?

If you have any supporting evidence regarding the payment methods used by the player, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Good afternoon, now it appears to me that they have already accepted my withdrawal, I receive an email, however it is cancelled, here is the proof of the email:

Here is the proof that my withdrawal has been canceled and the new one I made a moment ago appears:

Now he cancels it just because, yes, the treatment they give is a mockery.

Buena tarde, ahora me aparece que ya aceptaron mi retirada me llega correo sin embargo está cancelada, aquí la prueba del correo:

Aquí la prueba de que me han cancelado mi retirada y aparece la nuevo que realice hace un momento:

Ahora la cancela nomás por qué sí, es una burla el trato que dan.

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,

After we received all the necessary documents, we verified the player and approved his withdrawal requests.

At the moment there are no pending withdrawals from the player in question.

Thank you.

Thank you for the response, 20Bet Casino.

Dear joserdz250909, can you please let me know if your last withdrawal request of 5,100 MXN has a processed status? Have you received the money?

Dear joserdz250909,

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.