20Bet Casino - Los fondos de los jugadores están retenidos.

I am writing to file a formal complaint against the platform due to the unjustified withholding of my funds. I have two withdrawal requests currently in process for a total amount of R$ 8169, which the company refuses to release.

To justify the delay, the platform claims the account is under "review by the Security Department." However, I have already submitted all the requested verification (KYC) documentation, and the company has yet to approve it, keeping the process in an indefinite state of analysis that far exceeds any reasonable timeframe.

Alongside this blocking of my withdrawals, the platform applied a selective restriction to my account, drastically limiting my ability to place sports bets and leaving only the casino section enabled. This conduct demonstrates clear bad faith, seeking to manipulate my experience to force me to use the held balance.

My request is clear and unwavering: I demand the immediate approval of my documentation and the full release of my two pending withdrawals. I will not accept any more excuses or unjustified delays regarding money that rightfully belongs to me.

Escribo para formalizar una queja contra la plataforma debido a la retención injustificada de mis fondos. Tengo dos solicitudes de retiro actualmente en proceso por un monto total de R$ 8169, las cuales la empresa se niega a liberar.

Para justificar la demora, la plataforma alega que la cuenta se encuentra bajo una "revisión del Departamento de Seguridad". Sin embargo, ya he enviado toda la documentación de verificación (KYC) solicitada y la empresa aún no procediendo a su aprobación, manteniendo el proceso en un estado de análisis indefinido que supera ampliamente cualquier plazo razonable.

Paralelamente a este bloqueo de mis retiros, la plataforma aplicó una restricción selectiva a mi cuenta, limitando drásticamente mi capacidad para realizar apuestas deportivas y dejando habilitada únicamente la sección de casino. Esta conducta evidencia una clara mala fe, buscando condicionar mi experiencia para forzar el uso del saldo retenido.

Mi solicitud es clara e inflexible: exijo la aprobación inmediata de mi documentación y la liberación total de mis dos retiros pendientes. No acepto más evasivas ni demoras injustificadas sobre un dinero que me pertenece legítimamente.

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Hello,

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 you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you made any previous successful payouts from the casino? When and in what amounts?
• Could you please share with me your communication with the casino regarding the issue and a screenshot of the error you receive when you try to log in? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Good morning, Tomas

I am sharing the requested information with you:

1. I've used both the casino and sports betting. I'd say about half and half. My account was opened about a week ago, and both my deposits and my documentation were validated initially.
2. The account itself hasn't been blocked, but the sports betting has. After a winning streak on Saturday, I simply couldn't place any more sports bets on Sunday, focusing entirely on the casino. When I contacted support, they informed me that "the betting site reserves the right to limit users."
3. 5k is from sports betting and 5k from casino (updated amount), mainly live roulette.
4. I didn't use any kind of bonus.
5. No, I've never made a withdrawal. In fact, I was surprised that when I requested one, they asked for an absurd amount of documentation, much of it rejected for reasons like the photo's position or other equally absurd ones I've never seen at any other casino. A few days ago, I finally got my documents approved, but so far my withdrawals are still "awaiting processing" with no timeframe given.

Buenos días, Tomas

Te comparto las informaciones solicitadas:

1. He utilizado tanto el casino como las apuestas deportivas. Diria que mitad y mitad. Mi cuenta fue abierta hace aproximadamente 1 semana y tanto mis depósitos como mi documentación fueron validadas en un primer momento.
2. La cuenta en sí no ha sido bloqueda, pero sí las apuestas deportivas. Luego de acumular una buena racha el sábado, el domingo simplemente no consegui hacer más apuestas deportivas, enfocandome ahi sí 100% en el casino. Al contactar al soporte, me informaron que "la casa de apuestas se reserva el derecho de limitar a los usuarios".
3. 5k son de apuestas deportivas y 5k de casino (monto actualizado), siendo principalmente ruleta en vivo.
4. No utilicé ningún tipo de bono.
5. No, nunca he realizado ninguna retirada. Inclusive, me llamó la atención que al solicitarla me pidieron una cantidad absurda de documentos, muchos de ellos reprovados por la posición de la foto u otros motivos igualmente absurdos que jamás vi en otro casino. Hace unos dias finalmente consegui que mis documentos sean aprobados, pero hasta el momento mis retiradas siguen "esperando procesamiento" sin ningún tipo de plazo.

Good afternoon, Casino Guru Team

I would like to update them, because the situation has worsened.

Over the last two days, they've asked me for more and more documents, each one more absurd than the last. To date, I have sent:

• Photo of my document
• Photo with my document in hand
• 2 proofs of residence
• 1. My bank statement
• 1 Statement from my business bank account (totally absurd).
• 1 photo with the passport in one hand and a sheet with a number in the other hand.

I have R$10,000 (approximately US$2,000) held on the platform, and the casino refuses to release the funds. They've asked me for documents that I now realize threaten my personal safety, and what's worse, THEY HAVEN'T RELEASED THE FUNDS.

I need you to please intervene and help me. It's a completely dishonest casino!

Buenas tardes, Equipo Casino Guru

Me gustaria actualizarlos, porque la situación ha empeorado.

En los últimos 2 dias me han pedido más y más documentos, cada vez más absurdos. Hasta la fecha, he enviado:

• Foto de mi documento
• Foto con mi documento en mano
• 2 comprobantes de residencia
• 1 Extracto de mi cuenta bancaria
• 1 Extracto de mi cuenta bancaria empresarial (totalmente absurdo).
• 1 foto con el pasaporte en una mano y una hoja con un número en la otra mano.

Tengo R$ 10.000 (aproximadamente 2 mil dólares) retenidos en la plataforma y el casino se niega a liberar los fontos. Me han pedido unos documentos que a esta altura me doy cuenta que atentan contra mi seguridad personal y, lo que es peor, NO HAN LIBERADO LOS FONDOS.

Necesito que por favor intervengan y me ayuden. Es un casino totalmente desonesto!

Good morning,

Another surprise: 20BET just CLOSED MY ACCOUNT AND DIDN'T PAY ME.

PLEASE HELP ME!!!

Bom dia,

Uma nova surpresa: 20BET simplesmente FECHOU MINHA CONTA E NÃO ME PAGOU.

PRECISO QUE POR FAVOR ME AJUDEM!!!

Thanks for the detailed explanation of the situation.

Kindly provide your communication with support regarding the closure of your account and the withholding of your winnings.

Include any justification or explanation you received from the casino regarding the issue. Send the evidence to my email at tomas@casino.guru for review.

Thanks in advance for your cooperation.

Dear Xeneize88,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru