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