20Bet Casino - Se ha retrasado el pago de las ganancias del jugador.

Well my problem is the following when registering before making my first deposit I upload my information and contact support to confirm that I can deposit without problems. I also ask if I can withdraw in case I win something, to which they confirmed that everything was in order so I made some deposits and I had no luck until this week when they gave me 25 free spins to which with the winnings from the spins I made about 9000 pesos. But from the free spins I could only get a maximum of 1000 and it seemed very good to me so I wanted to withdraw 600 and leave 400 to continue playing. In total, I received an email that was under review. Hours later I received another email that says the following (it is a copy of the text of the email itself).

We're pleased to inform you that your immediate withdrawal request has been approved. Once the payment provider processes the transaction, you'll receive the funds in your payment account.

So it seemed good to me, but after a few hours nothing arrives, I enter the 20bet account and it turns out that they canceled it when it had already passed review, I sent a message to support and that I needed to upload data to which I had already done and confirmed successfully before the first deposit, I spent all day trying to get what I now needed according to them to withdraw to which they asked me for my CBU, I struggled for about 2 hours to look for that information and until my bank support responded to my email saying that this information is not valid for Mexico, it is not used here, so I am going to write to 20bet support again that it was impossible to enter that information since it is not used here in Mexico and what was my surprise when another advisor responds to me and says that this was unnecessary with the other data loaded it was already fine and according to my withdrawals they were already under review so I ask him, will I no longer have future problems when withdrawing, right? Well without singing victory he tells me that when I request a withdrawal I will receive an email that it was approved for processing. But while they process they need to verify again and they will ask me for documents to verify again 🤷😏 What I see is going to be annoying each withdrawal having to upload documents without counting how annoying it is to have to wait for the withdrawal to arrive to the bank account if the payment really arrives since I am still waiting for them to let me withdraw something since they confiscated the excess again according to them, the maximum bonus for the spins, which they had already withdrawn 7,000, the 1000 of profit was already free and with that I had already accumulated almost 4000 pesos and they confiscated 3000, they asked me to withdraw the 1000 before betting again. But I have not even been able to withdraw those 1000, the truth is it is super stressful how complicated they make you go through when it comes to withdrawing

Bueno mi problema es el siguiente al registrarme antes de hacer mi primer depósito subo mis datos y contacto con soporte para confirmar que puedo depositar sin problemas al igual pregunto si podré retirar en caso de ganar algo a lo cual me confirmaron que todo estaba en orden así que hice algunos depósitos y no había tenido suerte hasta está semana que me dieron 25 giros gratis a lo cual con lo ganado de los giros hice Serca de 9000 pesos Pero máximo de los giros gratis solo podría obtener 1000 y me pareció muy bien así que quise retirar 600 y dejar 400 para seguir jugando total me llegó correo que estaba en revisión horas después me llega otro correo que dice lo siguiente (es copia del texto del correo en si).

Nos complace informarte de que tu solicitud de cobro inmediato se ha aprobado por nuestro lado. Una vez que el proveedor de pagos procese la transacción, recibirás los fondos en tu cuenta de pago.

Así que me pareció bueno solo que al pasar unas horas no llega nada entro a la cuenta de 20bet y resulta que lo cancelaron cuando ya había pasado revisión mando mensaje a soporte y que me faltaba subir datos a lo cual ya lo había hecho y confirmado con éxito antes del primer depósito estube todo el día tratando de conseguir lo que ahora me hacía falta según ellos para retirar a lo cuál me pedían mi CBU batalle Serca de 2 horas para con buscando ese dato y hasta que soporte de mi banco respondió mi correo diciendo que ese dato no es valido para México aquí no se utiliza así que voy a escribirle de nuevo a soporte de 20bet que era imposible poder ingresar ese dato ya que aquí en México no se utiliza y cuál fue mi sorpresa que me responde otro asesor y dice que eso era innecesario con los otros datos cargados ya estaba bien y según mis retiros ya estaban bajo revisión así que le pregunto ya no tendré futuros problemas al retirar verdad? Pues sin cantar victoria me dice que cuando solicite un retiro me llegará correo que fue aprobado para procesamiento Pero mientras procesan necesitan verificar de nuevo y me solicitarán documentos para volver a verificar de nuevo 🤷😏 cosa que veo va ser molesto cada retirada tener que cargar documentos sin contar lo molesto que es tener que esperar llegue el retiro a la cuenta de banco si es que llega en verdad el pago ya que sigo esperando me dejen retirar algo ya que me confiscaron de nuevo lo excedente según ellos lo del bono maximo por los giros lo cual ya me habían retirado 7,000 ya estaba libre los 1000 de ganancia y con eso ya tenía acumulado casi los 4000 pesos y me confiscaron 3000 me pidieron retirará los 1000 antes de volver a apostar Pero ni esos 1000 eh podido retirar la verdad es súper estresante lo complicado que te hacen pasar a la hora de retirar

Dear TJbuitre,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

And I have received funds even though they withdrew 3000 from me, they only gave me 1000 🤷 I clarify that they had already withdrawn almost 8,000 from me since the bonus was for a maximum of 1000 for the spins won after failed withdrawal attempts. I played the net winnings from the released bonus, even so they withdrew the surplus from me again as if I had just fulfilled the bonus. But I'm already happy, at least 1000 is much better than nothing.

Y eh recibido fondos aún que si me retiraron 3000 solo me dieron 1000 🤷 áclaro ya me habían retirado casi 8,000 ya que el bono era por un máximo de 1000 por los giros ganados tras los intentos fallidos de retiro jugué las ganancias netas de bonificación liberada aún así me volvieron a retirar el excedente como si acabará de cumplir la bonificación Pero ya feliz al menos 1000 es mucho mejor que nada

Dear TJbuitre, do I understand correctly that you were finally able to withdraw at least the 1000 pesos?

Was any further verification needed to withdraw that 1000 pesos, or was it processed without additional checks?

Did you actually win the 4000 pesos from the 25 free spins?

Dear TJbuitre,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear TJbuitre,

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,
Dominika
Casino.Guru