20Bet Casino - Las ganancias y el depósito del jugador han sido confiscados.

Hello, yesterday, Friday, March 21, I made an initial deposit of 18,000 pesos, which gave me 10 extra spins. I earned 140,000 pesos, and when I made the withdrawal, they told me they were confiscating my winnings for exceeding the betting limit. So, they not only took my winnings, but also my initial deposit of 18,000 pesos. I'm not sure if the T&Cs allow them to take that money from my winnings, but they would at least have to return my initial deposit, and they only returned 9,000 pesos. Can you please review it?

Buenas, en el dia de ayer viernes 21/03 realicé un depósito inicial de 18mil pesos, los cuales me daban 10giros extras. Obtuve ganancias por 140mil pesos y al momento de retirar me dijeron que me confiscaban mis ganancias por haber excedido el límite de apuestas.... Entonces no solo me quitaron mis ganancias si no también mí depósito inicial de 18mil pesos. No estoy seguro acerca de por los TyC me pueden quitar ese dinero de las ganancias pero al menos me tendrían que devolver mí depósito inicial y solo me devolvieron 9mil pesos. Por favor lo pueden revisar?

Hello burgoajuan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 20Bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Was this the first ever bonus you have claimed in the casino?
• When was the last time you spoke to the casino and what was it about - did they mention refunding your deposit at all?

Looking forward to your answer.

Regards,

Nick

Hello, thank you for answering my question. I've been registered on the account since March 14, 2025. I've made deposits and withdrawals regularly, but I've always encountered issues due to the transfer methods.

I have claimed other bonuses before and once a deposit of 5 thousand pesos that I already gave up on.

The last time I spoke was this morning, because I received an email saying that they were going to confiscate all my winnings for exceeding the betting limit... I mean, for betting too much money....

Hola buenas gracias por atender mí consulta. Tengo registro en la cuenta desde el 14 de marzo de 2025. He realizado depósitos y retiradas periódicamente aunque siempre con problemas debido a los métodos de transferencia.

He reclamado otros bonos con anterioridad y alguna vez un depósito de 5mil pesos que ya lo deje por perdido.

La última vez que hablé fue en la mañana hoy, porque recibí un mail diciendo que me iban a confiscar todas mis ganancias por exceder el límite de apuestas... Es decir por apostar dinero de más....

Dear burgoajuan,

Would it be possible to forward your full betting history to nikolas.b@casino.guru for further review?

Additionally, can you please confirm whether you have deposited both 9000 amounts at once or in a separate occasion? Were both of those deposits credited with some kind of bonus or only one of them?

Looking forward to hearing from you.

Regards,

Nick

Hello, I have sent the information you requested by email.

Thank you

Hola he enviado por correo la información que solicitas

Gracias

Dear Burgoajuan,

After thoroughly reviewing your betting history and deposit records, we must conclude that the casino has refunded the correct balance.

One of your deposits included a bonus, and since the bonus terms were violated, that portion is non-refundable. However, the other deposit, which was made without a bonus, has been successfully refunded to you.

Please let us know if there is anything else we can assist you with.

Best regards,

Nick

Dear burgoajuan,

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.

Good morning, thank you for your response. How were the terms violated?

Buenos días, gracias por la respuesta. De qué manera se infringieron los términos?

Dear Burgoajuan,

According to the e-mail provided by the casino which you have attached, the maximum allowed bet was 30 ARS (for reload bonus)

As you have made multiple bets above the limit, the casino had right to void the balance from that bonus.

Is there anything else we could assist you with?

Regards,

Nick

Dear burgoajuan,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.