20Bet Casino - El jugador cree que el reintegro se ha retrasado.

I’m having an issue with a withdrawal from 20bet.

I won over 12,000 PLN with them and want to withdraw my winnings, but 20bet keeps making it impossible for me to do so. When I created my account, I verified my identity by uploading photos of my national ID, which were accepted. I also tried to verify my residential address by uploading a document – my private bank statement from ING Bank. To my surprise, 20bet rejected this document and asked for another one.

I then asked my bank to issue a certificate confirming that I am a client of ING Bank. This certificate also includes my residential address. I received the certificate both in a digital version and in a printed version signed by a bank employee. I personally went to the bank to collect it. I uploaded both documents — the electronic and the paper version — in the appropriate section on 20bet. Unfortunately, 20bet rejected both documents and requested a utility bill, even though I had already informed them that I don’t have any bills in my name, as I live with my parents in one house and they are the ones who pay for utilities such as electricity, gas, or water.

20bet then asked for a phone bill. However, since my phone number is part of a family plan, the bill that comes to our home is issued in my father’s name.

Because 20bet still refused to process my withdrawal, I asked my employer to issue a certificate confirming that I work for them. This certificate also includes my home address, which matches the address on my 20bet profile.

Unfortunately, after I submitted this document (in paper form) to 20bet, they first sent me an email saying that my payment had been processed, but then I saw on my account that it was canceled. Currently, 20bet continues to demand a document that simply does not exist — such as a phone bill issued in my own name.

I kindly ask for assistance in recovering my winnings.

Dear luciferek95,

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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear luciferek95,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

We’ve reopened this complaint at the request of luciferek95.

Dear luciferek95, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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.

no, I havent made any withdrawals in the past

havent used any bonus.

Last week, I got mail from them, that my account is verified and I can make a withdrawal. I tried to do so, but it was rejected by casino eventually

I tried to withdraw again, but same issue appeared..

.

we can close this case, my money has been withdrawn

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear luciferek95,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila