20Bet Casino - La cuenta del jugador fue bloqueada.

Hello good!!

I want to claim that my 20bet account was deactivated. And first they tell me that it was under verification. And today they tell me that they are not going to activate it again due to Fraud. And they don't explain to me what fraud I did. I always played right and correctly.

I uploaded real documentation and as they asked me.

I have real money earned, over $100,000. Which they do not tell me anything that they are going to return to me, and I won it correctly.

I deserve a favorable solution, since I always responded well and correctly to that online casino. Thank you!!

Buenas!!

Quiero reclamar que me desactivaron mi cuenta de 20bet. Y primero me dicen que se encontraba en verificacion. Y hoy me dicen que no me la van a activar de nuevo por Fraude. Y no me explican que fraude realicé. Yo siempre jugué por derecha y correctamente.

Subí documentación real y tal cual me pidieron.

Tengo dinero real ganado, mas de $100.000. El cual no me dicen nada que me van a devolver, y lo gané correctamente.

Merezco una solucion favorable, ya que siempre le respondí bien y correctamente a ese casino online. Gracias!!

Dear Jiime,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 20Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with an active bonus? 
• Could you please share with us the email where the casino accuses you of fraud?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you very much for addressing my complaint.

I answer the questions:

• I don't remember exactly, but since 2021 I have been registered at 20bet. June or July of that year or maybe before.
• I played Juegovivo (roulette) and slots. More I played live game.
• I got my balance of more than $100,000 winning at Juegovivo (roulette) and at the last one I did win a bonus of $7,000, which I couldn't play or withdraw either.
• The email I contact is support@20bet.com, when they answer me the email appears: 9054575+out5t@tickets.livechatinc.com

Muchas Gracias por atender mi queja.

Respondo las preguntas:

• Exactamente no recuerdo, pero desde el 2021 estoy registrada en 20bet. Junio o Julio de ese año o quizas antes.
• Jugué Juegovivo (ruleta) y tragamonedas. Más jugué juegovivo.
• Conseguí mi saldo de mas de $100.000 ganando en Juegovivo (ruleta) y al ultimo sí gané un bono de $7.000, el cual tampoco pude jugarlo ni retirarlo.
• El correo electronico al que me comunico es support@20bet.com, cuando me responden aparece el correo: 9054575+out5t@tickets.livechatinc.com

Thanks for the explanation.

Could you please forward the email you received from the casino and any relevant communication from the casino to my email address at tomas@casino.guru?

I'll await your reply.

I sent the emails from my email j****@hotmail.com.ar with the subject "Reclamo 20bet" so that you can identify them.

There are emails from the answers that they gave me to my claim and also from when I wanted to withdraw my funds and then they rejected them one day before deactivating my account.

I only hope to recover my balance even if it is, Thank you very much !!

Envié los mails desde mi correo j****@hotmail.com.ar con asunto "Reclamo 20bet" para que los identifique.

Hay mails de las respuestas que me daban a mi reclamo y tambien de cuando quise retirar mis fondos y luego me los rechazaron un día antes de desactivar mi cuenta.

Sólo espero recuperar mi saldo aunque sea, Muchas Gracias!!

Thank you very much, Jiime, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Good!! Thank you!! stefan.m@casino.guru communicates with me here?

And I hope that if it is resolved in my favor, I thank you for your willingness

Bien!! Gracias!! stefan.m@casino.guru se comunica conmigo por acá?

Y espero que sii se resuelva a mi favor, te agradezco tu disposicion

Dear Jiime,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear 20Bet Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

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 good!! What if he doesn't respond? I don't want the case to be closed. I just want my money back. Could you ask him that? That I only want my money.

Obviously I am not going to play at 20bet anymore because with all this they show me that they are not reliable at all. THEY KEEP MY MONEY!

Buenas!! Que pasa si no responde? Yo no quiero que se Cierre el caso. Yo quiero que me devuelvan mi dinero nada mas. Podrías preguntarle eso? Que yo solo quiero mi dinero.

Obviamente ya no voy a jugar en 20bet porque con todo esto me muestran que no son confiables para nada. SE QUEDARON CON MI DINERO!

Dear Jiime,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of 20Bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello,

We would like to inform you that the official reason for closing your account is the use of a bug in the conversion system of Argentine pesos. Our casino strictly enforces the rules and terms, and any attempts to exploit the system result in necessary measures to protect the integrity and security of the gaming environment.

We apologize for any inconvenience this may have caused. If you have any further questions or need additional clarification, please contact our support team.

Dear 20Bet Casino,

Thank you for your response and the information provided.

Could you provide us with evidence of such accusations? You can send it to my email address stefan.m@casino.guru or you can contact me via Skype.

I'll be awaiting your reply.

Hello!

We have sent additional explanations and evidence to your email regarding your situation. Please check your email to review the information provided.

Thank you for your patience and co-operation. If you have any additional questions or need further assistance, please do not hesitate to contact us. We are always ready to help and do our best to resolve your issues.

Hello!!

The truth is I don't understand the platform's justification for closing my account, at no time did they give me evidence of that "conversion error" that they say, the whole time I played and withdrew in the same way and without any inconvenience. If there had been that "error" that they report, they would have closed my account from the beginning because I played the same way all the time, and without adulterating anything.

Thank you!

Buenass!!

La verdad no entiendo la justificación de la plataforma por cerrar mi cuenta, en ningun momento me dieron pruebas de ese "error de conversión" que dicen ellos, todo el tiempo jugué y retiré de la misma manera y sin ningún inconveniente. Si hubiera existido ese "error" que ellos informan me hubieran cerrado la cuenta desde un principio porque jugué todo el tiempo de la misma manera, y sin adulterar nada.

Gracias!

I don't understand why they request "recent transactions" if recent has nothing to do with what happened more than a year ago.

I clarify, all my transactions when depositing on the Casino platform were always in Ars pesos and when I withdrew it was the same way. (AND I ALSO CLARIFY, WHAT I DO IN MY ASTROPAY ACCOUNT IS INDEPENDENT OF HOW I COULD HAVE PLAYED ON THE CASINO PLATFORM)

I attach a video showing that my transactions were always in Ars pesos, both those I made to deposit on the 20bet platform and those received.

Please confirm if the video was uploaded, or I can send it to any email you provide. Thank you!

No entiendo por qué solicitan "transacciones recientes" si nada tiene que ver lo reciente con lo sucedido hace más de un año.

Aclaro, todas mis transacciones al depositar en la plataforma del Casino siempre fueron en pesos Ars y cuando retiré fué de la misma manera. (Y TAMBIEN ACLARO, LO QUE YO HAGA EN MI CUENTA ASTROPAY ES INDEPENDIENTE A COMO PUDE HABER JUGADO EN LA PLATAFORMA DEL CASINO)

Adjunto video mostrando que siempre fueron mis transacciones en pesos Ars, tanto las que hice para depositar en la plataforma 20bet como las recibidas.

Me confirma si de subió el video, o puedo enviarlo a algun correo que me facilite. Gracias!

Dear 20Bet Casino,

Could you comment on this?

I'll be awaiting your reply.

Hello!

We have already provided Stefan with evidence that the player deliberately took advantage of a bug in the system to make a profit, causing significant damage to our casino. We were forced to take action to protect our interests and prevent further losses, as we have a strict anti-fraud policy. The player is involved in collusion with other players and fraudulent behavior towards the casino or payment providers.

We appreciate your understanding.

I also sent Stefan a video showing that all my transactions to Casino 20bet and from Casino 20bet to me were all in Ars pesos.

At no time did I take advantage of any mistake, I bet the same way all the time and the closure of my account was unforeseen, I will continue to maintain that. Likewise, his justifications remain contradictory because in his previous message he maintained that: "the recent transactions involving your deposit of dollars in your Astropay wallet, the subsequent conversion to ARS at a favorable rate and the transfer of funds to the casino platform" ( which was not the case and they should not interfere with my Astropay app conversions, since it is independent of how I bet or played on their platform, which I continue to maintain that I played fair all the time and in the same way from the beginning) , does not coincide with his recent justification that: "the player deliberately took advantage of a bug in the system to obtain profits, causing significant damage to our casino." (Which wasn't like that either)

Stefan, could you show me that evidence that Casino 20bet says where I "deliberately took advantage of a system error to obtain profits"? Thank you!!

Yo también le envié a Stefan un video donde muestro que todas mis transacciones hacia Casino 20bet y desde Casino 20bet hacia mí fueron todas en pesos Ars.

En ningún momento me aproveché de ningún error, aposté todo el tiempo de la misma manera y el cierre de mi cuenta fué imprevisto, lo seguiré sosteniendo. Igualmente siguen siendo contradictorias sus justificaciones porque en su mensaje anterior sostenía que: "las transacciones recientes que involucran su depósito de dólares en su billetera Astropay, la posterior conversión a ARS a una tasa favorable y la transferencia de fondos a la plataforma del casino" (el cual no fué así y no deberían meterse en mis conversiones de la app Astropay, ya que es independiente a cómo yo aposté o jugué en su plataforma, que yo sigo sosteniendo que jugué limpio todo el tiempo y de la misma manera desde un principio), no coincide con su reciente justificación que sostiene que: "el jugador se aprovechó deliberadamente de un error en el sistema para obtener ganancias, causando un daño significativo a nuestro casino." (El cual tampoco fué así)

Stefan, me podrías mostrar esas pruebas que dice Casino 20bet donde me "aproveché deliberadamente de un error de sistema para obtener ganancias" ? Gracias!!

Hello Jiime,

I am afraid I cannot provide you with the evidence as the information is confidential.The evidence clearly shows you have violated the casino's terms and conditions and such behaviour is considered a fraud.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.