20Bet Casino - La cuenta del jugador ha sido cerrada después de un retiro.

I feel cheated... I truly thought I had found the best platform. But a few days ago, they took away a prize of 6500 soles and closed my account... just because when I made the deposit, I did it from my husband's account... and they weren't understanding, unlike how they were with my husband. This was my first withdrawal too... after having invested a lot of money and my time. Now I think I can say they are scammers... When they saw I won the Megaways, they preferred to keep it and shut down my account. Even though I pleaded with them to be understanding, they decided to kick me out of the game and only returned 200 soles to me... What a shameful platform. How is it possible they lose customers this way?

Me siento estafada... la verdad que siempre pensé que había encontrado la mejor plataforma. Pero hace unos días me quitaron un premio de 6500 soles y me cerraron la cuenta... solo porque al momento de hacer el deposito, lo hice desde la cuenta de mi esposo... y no fueron comprensivos como lo fueron con mi esposo. Y eso que era mi primer retiro... habiendo invertido bastante dinero y mi tiempo. Ahora creo que puedo decir que son unos estafadores... como vieron que me gané el Megaways, prefirieron quedárselo cerrar mi cuenta. Pese a que les roge para que sean comprensivos, decidieron votarme del Juego y devolverme solo 200 soles... Que vergüenza de plataforma. Como es posible que pierdan clientes de esta forma.

Dear israelpalacios2727,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions of the casino, and this is what I found

14. DEPOSITS:

20bet does not accept third party payments. You should only make deposits from a bank account, or using VISA/MasterCard bank cards, Skrill/NETELLER payment systems or other payment methods registered in your own name . Should we identify during security checks that this condition has been violated, your winnings will be confiscated and the casino will consider the possibility of returning the deposit made via a third party payment method. However, the casino is not responsible for any deductions or losses from deposits made via third party payment methods.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

Tomas, thank you for your reply.

I understand the terms and conditions.

But I think they should be much more understanding with me.

First, because of the considerable amount of time and money invested.

Second. Because of the time that we have been working with them. More than 1 year.

Third, they were flexible with a family member the first time he made a mistake.

Fourth. The third party who made the deposit was my husband and the necessary evidence was sent to prove the link.

Fifth. This sanction did not warrant closing the account.

But as I say, with others they are flexible.

I would like to send you information to your email so that you can see the injustice that was committed.

Tomas gracias por tu respuesta.

Entiendo lo de los terminos y condiciones.

Pero creo que de parte de ellos debería haber mucho mas comprensión conmigo.

Primero. Por la inversión monetaria y tiempo que ha sido considerablente elevados.

Segundo. Por el tiempo que se ha venido trabajando con ellos. Mas de 1 año

Tercero. Fueron flexibles con un familiar la primera vez que se equivoco.

Cuarto. El tercero que realizó el deposito fue mi esposo y se enviaron las pruebas necesarias para demostrar el vinculo.

Quinto. Esta sanción no ameritaba que se cierre la cuenta.

Pero como te digo, con otros si son flexibles.

Me gustarìa enviarte info a tu correo para que puedas ver la injusticia que se cometio.

Hello israelpalacios2727,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear israelpalacios2727

I apologize for not replying sooner.

I understand you are facing challenges, nevertheless, this is not an issue we may support you with. We can't argue what you are asking us to do against the casino. This is a rule you should never break as it will cause you similar issues in any online casino. After the casino finds out you were using 3rd party funds even if it is your close family, and were not playing with your own funds, they can't be expected to pay you.

Due to the aforementioned reasons, this complaint will now be closed. 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 issues with any online casino in the future.