20bets Casino - El retiro del jugador se retrasa debido a reiteradas solicitudes de documentos.

Hello,

The casino keeps demanding documents from me, and it's becoming increasingly personal (they now want me to send my third bank statement).

I have the feeling this is only meant to delay the payout.

One document is required. I submit it. It is confirmed.

I request payment; a new document is required.

One document is required. I submit it. It is confirmed.

I request payment; a new document is required.

One document is required. I submit it. It is confirmed.

I request payment; a new document is required.

[...]

Attached is a screenshot of my account.

Please help me

Hallo,

das Casino hört nicht auf Dokumente von mir zu verlangen und es wird auch immer persönlicher (soll jetzt bereis den dritten Kontoauszug schicken).

ICh habe das Gefühl, dass dient nur um die Auszahlung zu verzögern.

Es wird 1 Dokument verlangt. Ich reiche ein. Es wird bestätigt.

Ich beantrage Auszahlung, neues Dokument wird verlangt.

Es wird 1 Dokument verlangt. Ich reiche ein. Es wird bestätigt.

Ich beantrage Auszahlung, neues Dokument wird verlangt.

Es wird 1 Dokument verlangt. Ich reiche ein. Es wird bestätigt.

Ich beantrage Auszahlung, neues Dokument wird verlangt.

[...]

Anbei ein Screenshot meines Kontos.

Bitte helfen Sie mir

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.

Dear Tabru,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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

Best regards,

Katarina

Good morning,

I have forwarded the emails to you now.

I submitted all documents as requested, no later than one day later.

These are always confirmed.

Among other things,

ID

Selfie with ID and a piece of paper on which I was supposed to write a number

Various bank statements and address confirmations

My Skrill page

Guten Morgen,

ich habe Ihnen jetzt mal die Mails weitergeleitet.

Ich habe alle Dokumente wie geforrdert spätestens 1 Tag später eingereicht.

Diese werden auch immmer alls bestätigt.

Unter anderem,

Ausweis

Selfie mit ausweis und Zettel wo ich eine Nummer drauf schreiben sollte

Diverse Kontoauszüge und Adressbestätigungen

Meine Skrill-Seite

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

Dear Tabru,

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,

Katarina