20Bet Casino - 플레이어의 탈퇴 프로세스에 문제가 있습니다.

I have an issue with 20 bet regarding withdrawal. I see that this is a common problem many of us encounter when we try this betting house.

In summary, I made a deposit using my VISA credit card. I later wanted to withdraw but found that VISA was not activated for withdrawals, only MASTERCARD. In order to withdraw using MASTERCARD, I had to make a deposit, but I couldn’t withdraw because I had not made bets with that deposit. I attempted to do so, but was promptly rejected.

The response from bet20 was to try another method, they did not provide much advice regarding which methods are compatible or available for me to choose from. They stated that it was not their problem.

I tried Bitcoin as my third attempt. I made a deposit, placed a bet, and tried to withdraw. After several hours they rejected it, stating this time that I could not withdraw my winnings because they were not won from my Bitcoin deposit.

This is just a brief overview. I have spent days trying to resolve this issue with them, sent countless messages, but they have not provided substantial responses. They only tell me to try different methods without offering specified help or suggestions.

Their last response was to try another method or wait until Visa is possible.

This has been quite frustrating.

Tengo un caso de 20 bet, con no poder retirar. Veo que es algo que normalmente nos sucede a muchas personas que probamos esta casa de apuesta.

En resumén: Ingresé deposito con tarjeta de crédito VISA, posteriormente quise retirar y no se encuentra activa una tarjeta de crédito VISA para retiros, solo MASTERCARD. Para retirar en MASTERCARD tenía que realizar un depósito, pero no pude retirar porque no había realizado apuestas con ese deposito, proseguí a realizar , intenté nuevamente y lamentablemente me la rechazó de inmediato.

La respuesta de bet20 fue: intente con otro método, realmente no dan un mayor asesoramiento de qué métodos son compatibles o se puede optar, mencionan que no es problema de ellos.

Como tercer intento probé con Bitcoin, realicé una recarga, apuesta e intenté retirar. Después de unas horas me lo rechazan, esta vez explicando que no puedo retirar esa ganancia porque no era ganancia del deposito de de Bitcoin.

Esto es un resumen, he pasado días tratando de solventar con ellos, muchísimos mensajes, pero no me dan mayor respuesta, solo que intenté con otros métodos sin tratar de personalizar o ayudarme.

La última respuesta fue: Intente otro método o espere a que se pueda con tarjeta VISA.

Es bastante frustrante.

Dear uchihafer,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 20Bet Casino.

Could you please advise if you made any successful withdrawals from this casino before?

When was the last time you contacted customer support regarding this issue? Kindly forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post screenshots here.

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

Best regards

Veronika

Good morning Veronika

I have never made a successful withdrawal, it was my first time trying this page.

The last time I contacted you was on Saturday, December 9 - Sunday, December 10, a few days ago.

Most of the messages have remained in the chat that is automatically deleted, only the first few times it was by email.

I will attach the ones I have.

Buen día Veronika

Nunca he realizado un retiro exitoso, era mi primera vez probando esta página.

La última vez que me comuniqué fue el día sábado 9 - domingo 10 de diciembre, hace unos días.

La mayoría de mensajes han quedado en el chat que se borra automáticamente, solo las primeras veces fue por correo.

Adjuntaré las que tengo.

Thank you very much, uchihafer, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, uchihafer!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello all,

The player in question is trying to withdraw the winnings made by the bank card deposit to the crypto-wallet, which our AML policy cannot allow.

Moreover, the security department requires the player to complete the verification and provide all necessary documents, which have not done completed yet.

Lastly, we can always provide all conversation logs between the player and the casino, and there is nothing we can delete since it is technically impossible.

Considering that the security department has a solid reason to believe that a third-party card was used for a deposit, the withdrawal can be made only after the verification is completed.

Thank you.

Good morning everyone

Thanks for the follow up.

I gladly answer:

"The player in question is trying to withdraw the winnings made by bank card deposit to the crypto wallet, which our AML policy cannot allow."

A/ Yes, that is correct, I tried "crypto wallet" as a third attempt, since they did not give me an answer as to what method can really be used to withdraw my profits.

Additionally, the security department requires the player to complete verification and provide all necessary documents, which have not yet been completed.

A/No one had ever mentioned this point to me in the many consultations I made, at first I sent proof of my DUI which they accepted and I also sent proof of income. (If they accepted the DUI ones, which is the Unique Identity Document) then I need to know what they need to verify my account in addition to this document.

My income and card documents have been rejected.

Lastly, we can always provide all conversation logs between the player and the casino, and there is nothing we can delete as it is technically impossible.

R/This can really help you see my case, I have asked for personalized help and for them to escalate my case because I have never felt that they help me or want to help me. I have asked about what to do? What method to use to be able to withdraw and they have only given me answers of "find another means to withdraw"

Considering that the security department has a strong reason to believe that a third-party card was used for a deposit, the withdrawal can only be made after verification is completed.

A/With this case I made a deposit of $10.00 to see if I could withdraw this way, as I repeat, desperate because they have not followed up, I have tried several options.

Buen día a todos

Gracias por el seguimiento.

Con gusto respondo:

"El jugador en cuestión está intentando retirar las ganancias obtenidas mediante el depósito con tarjeta bancaria a la billetera criptográfica, lo que nuestra política AML no puede permitir."

R/ Si, es correcto intenté con "billetera criptográfica" como tercer intento, ya que no me dan respuesta de qué método realmente me puede servir para retirar mis ganancias.

Además, el departamento de seguridad exige que el jugador complete la verificación y proporcione todos los documentos necesarios, que aún no se han completado.

R/Este punto nunca nadie me lo había comentado en las múltiples consultas que realicé, en un principio mandé comprobantes de mi DUI que si me los aceptaron y también mande de ingresos. (Si me aceptaron las del DUI que es el Documento Único de Identidad) entonces necesito saber que es lo que necesitan para verificar mi cuenta además de este documento.

Me han rechazado los documentos de ingresos y tarjeta.

Por último, siempre podemos proporcionar todos los registros de conversaciones entre el jugador y el casino, y no hay nada que podamos eliminar ya que es técnicamente imposible.

R/Realmente esto les puede servir para ver mi caso, he pedido ayuda personalizada y que escalaran mi caso porque nunca he sentido que me ayuden o quieran ayudarme. He preguntado sobre qué hacer? Qué método ocupar para poder retirar y solo me han dado respuestas de "busque otro medio para retirar"

Teniendo en cuenta que el departamento de seguridad tiene una razón sólida para creer que se utilizó una tarjeta de terceros para un depósito, el retiro solo se puede realizar después de completar la verificación.

R/Con este caso hice un deposito de $10.00 para ver si por este medio podía retirar, esto como les repito desesperado porque no me han dado seguimiento he intentado varias opciones.

20Bet Casino, can you, please, specify the reason behind declining player's proof of income and the credit card?

Pavel,

The player in question used two cards to deposit and provided only one card.

The proof of income was not requested initially, for that reason it was declined.

Please, clarify, which documents player needs to submit to pass the KYC successfully?

A card, used on 2023-11-30 02:39:23 UTC, as well as the proof of address.

Most likely, additional documents will be requested afterward, however, it's on the Security Department.

uchihafer, can you provide required documents?

Good morning everyone

"A card, used on 11/30/2023 at 02:39:23 UTC, as well as proof of address."

I was happy to provide what was requested, I just have a couple of questions:

1. The card used initially was a VISA. Will I be able to withdraw with this same card? Because initially I only have to deposit with this credit card, when I see the withdrawal options I only have MASTERCARD. What was mentioned repeatedly should not be the case, if the casino really receives payment through a medium, it should also allow withdrawals and if in this case it is a "problem" or "policy" of the bank, they should remove that option by region and only leave those that apply in both directions.
2. If point one is "positive", I need to know specifically what they need from my card and where I can share this information.
3. They ask for my "proof of address." As I understand it is where I currently reside, this information is on my DUI (Unique Identity Document) that I already provided previously and it is a document that was accepted for me. And if they need something else, I need to know what document and where I can send it.

Thank you.

Buen día a todos

"Una tarjeta, utilizada el 30/11/2023 a las 02:39:23 UTC, así como el comprobante de domicilio."

Con gusto proporcionó lo solicitado, solo tengo un par de dudas:

1. La tarjeta utilizada inicialmente fue una VISA, ¿Voy a poder retirar con esta misma tarjeta? Porque inicialmente solo tengo para depositar con esta tarjeta de crédito, cuando veo las opciones para retiro solo tengo MASTERCARD. Lo cuál se los mencionaba en repetida ocasiones no debería de ser así, si realmente el casino recibe pago por un medio, debe de dejar también retirar y si en dado caso es "problema" o "política" del banco, deberían de quitar esa opción por región y solo dejar las que aplican en ambas direcciones.
2. De ser "positivo" el punto uno, necesito saber específicamente que es lo que necesitan de mi tarjeta y dónde puedo compartir esta información.
3. Solicitan mi "comprobante de domicilio". Según entiendo es donde actualmente resido, esta información esta en mi DUI (Documento Único de Identidad) que ya proporcioné anteriormente y es un documento que me aceptaron. Y si necesitan algo más, necesito saber qué documento y donde puedo enviarlo.

Gracias.

Hello,

1. The casino is obliged to receive proof of the funds that were used for the deposits. Also, of the same option, as the deposit method is not available for the withdrawal, the casino may request the client to use an alternative method.
2. For the card, only the first 6 and last 4 digits of the card and the expiration date should be visible on the requested photos. You can hide the rest of the numbers and the CVV code.
3. A document that proves your address should not exceed three months. ( Examples: Utility bill, cell phone bill, electricity bill, bank statement, or any other official document that can prove the address which is provided in your profile) 

Also, please note that you have 2 weeks to provide all requested documents; otherwise, further access to the account can be challenging.

Thank you.

1. I understand, it doesn't really make sense and as I read this same problem happens to other people who try this casino-bookmaker, but it is within their policies. Two comments on this point: Previously I sent my ID and credit card as requested, but they rejected my card. Where can I send it again to have it accepted? And ok, once my account has been verified with the funds, what means can I use to withdraw my funds? Because they only tell me try another one, but luckily, for example as a third medium I tried cryptocurrencies then they told me I couldn't because I didn't earn all the funds with the payment I made.
2. Ok, I ask again, where did you send this information?
3. Ok, where did you send this information?

Stay tuned.

1. Entiendo, realmente no hace sentido y según leo este mismo problema le pasa a otras personas que prueban con este casino-casa de apuestas, pero está dentro de sus políticas. Dos comentarios de este punto: Anteriormente mandé mi Documento de Identidad y tarjeta de crédito así como la solicitaron, pero me rechazaron la tarjeta. ¿Adónde puedo enviarla nuevamente para que me la acepten? Y ok, una vez comprobada mi cuenta con los fondos, ¿Qué medio SI puedo utilizar para retirar mis fondos? Porque solo me dicen pruebe otro, pero a la suerte, por ejemplo como tercer medio intenté con las criptomonedas después me dijeron que no podía porque no gané todos los fondos con el abono que realicé.
2. Ok, pregunto nuevamente, ¿Adónde envió esta información?
3. Ok, ¿Adónde envió esta información?

Quedo atento.

Hello,

All information can be found in the casino's Terms and Conditions.

https://20bet.com/information/terms-and-conditions

20Bet Casino, my guess is that the player is asking where they should send their documents. Should they be submitted in an account or through the specific e-mail?

Good day

Since the Casino does not respond directly where I can send the requested information, I proceeded to share the requested information through their page, in "Account Verification"

They requested various documents from me, I share:

1. Unique Identity Document, photo of both parts legible.
2. AFP account statement for an ENTIRE YEAR: The AFPs are financial institutions in charge of managing workers' pension funds. They are legal discounts that all workers have. (You can confirm my address here)
3. Proof of salary from my current job.
4. Statement of my credit card used. (You can confirm my address here)
5. Credit card used from both parties as requested.

Stay tuned to your comments.

Buen día

dado que el Casino no responde directamente donde puedo enviar la información requerida, procedí a compartir la información solicitada por medio de la página de ellos, en "Verificación de cuenta"

Me solicitaron diversos documentos, comparto:

1. Documento Único de Identidad, foto de ambas partes legibles.
2. Estado de cuenta de AFP de TODO UN AÑO: Las AFP son instituciones financieras encargadas de administrar los fondos de pensiones de los trabajadores. Son descuentos de ley que todo trabajador tenemos. (Aquí pueden confirmar mi dirección)
3. Constancia de salario de mi trabajo actual.
4. Estado de cuenta de mi tarjeta de crédito utilizada. (Aquí pueden confirmar mi dirección)
5. Tarjeta de crédito utilizada de ambas partes como solicitaron.

Quedo atento a sus comentarios.

Very well, uchihafer! I hope that it works and you will be verified in no time.

Merry Christmas!

Hello,

The player in question ignores the requirement from the security department to verify all payment cards used by the player to deposit to the casino.

The verification cannot be done unless the security department receives all necessary documents.

Thank you.

Hello

At no time did they ask me for this. That is why I have asked them what documents to send, in what format, where I can send it.

What more do they need?

Hola

en ningún momento me solicitaron esto. Por eso les he preguntado qué documentos enviar, en qué formato, adonde puedo enviarlo.

¿Qué más necesitan?

Hello

At no time did they ask me for this. That is why I have asked them what documents to send, in what format, where I can send it.

What more do they need?

Hola

en ningún momento me solicitaron esto. Por eso les he preguntado qué documentos enviar, en qué formato, adonde puedo enviarlo.

¿Qué más necesitan?

Hello,

For the card, only the first 6 and last 4 digits of the card and the expiration date should be visible on the requested photos. You can hide the rest of the numbers and the CVV code.

It needs to be uploaded to the documents section in your personal profile, it is the only way to verify the account.

Also, please note the the security department will not accept scanned documents.

Thank you.

Hello

Documentation submitted.

Hola

Documentación enviada.

Hello

Attached message after sending the second credit card:

I had already mentioned, I deposited $100 with my VISA credit card, after trying several times to withdraw, they told me they will try another method, I tried my life partner's MASTERCARD credit card, only $10.00 to be able to withdraw and neither I was able to, later with cryptocurrency.

I keep explaining the same thing over and over again, sending documents and they put obstacles in my way.

What do I have to do now?

Hola

Adjunto mensaje después de enviar la segunda tarjeta de crédito:

Ya les había mencionado, yo deposite $100 con mi tarjeta de crédito VISA, después de intentar varias veces tratar de retirar, me dijeron que intentará con otro método, intenté tarjeta de crédito MASTERCARD de mi pareja de vida, solamente $10.00 para poder retirar y tampoco pude, después con la criptomoneda.

Sigo explicando lo mismo una y otra vez, enviando documentos y me ponen trabas.

¿Qué tengo que hacer ahora?

uchihafer, could you, please, send all documents, that you have submitted, to my e-mail: pavel.k@casino.guru? Also, please, specify, which of them will be the photo of the card, that has been declined (from your last message).

Thank you!

Good morning Pavel.

Email sent.

Greetings.

Buen día Pavel.

Correo enviado.

Saludos.

I have checked the terms and conditions, and this is what I found (https://20bet.com/information/terms-and-conditions#deposits-and-withdrawals):

3. DEPOSITS AND WITHDRAWALS:

8. 20Bet does not accept third-party payments. You must make deposits only from a bank account , bank cards VISA/MasterCard, payment systems Skrill/NETELLER or other payment methods that is registered in your own name . If we determine during the security checks that you have violated this condition, then your winnings will be confiscated , also 20Bet is not responsible for the loss of funds deposited from third-party accounts.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. Therefore, I must reject your complaint.

Thank you very much in advance for your reply and understanding.