20Bet Casino - 확인 혼란으로 인해 플레이어의 계정이 폐쇄되었습니다.

Hi there I got the same request over and over again.

"

Dear Player,

We are reaching out regarding your account verification!

In addition to the previously requested documents please upload the full bank statement displaying transactions of the card ending with (4975).

The full list of the documents we request :

- A statement from your Skrill account showing all transactions from the date when your Skrill account was created in PDF format in the attachment to this email. (Full Skrill account statement).

- A full statement in PRF format for the card used for the first top-up(deposit) on your Skrill account (4975)

- The registration confirmation letter from Neteller with the date displayed.

- A Registration Confirmation Letter from the Skrill platform with the date visible."

Don't even know what it means. I never deposited with neteller

I provided full kyc

All my history with my bank and salary. Id card selfie holding my id. Full skrill statement.

Not responds asking for same documents.

Now they closed my account

" Our security department has identified activity in your account, which is considered as fraud.

In this regard, your account has been closed and all funds have been confiscated."

What is the reason they can ask me for all these documents??

Dear treahui8000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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,

Petronela

I played on the casino a bunch of slots not really remember I just had some fun with it.

I emailed you all the info it's the emails. The timeline the emails for the request they keep asking for the same document. Just NOT to pay. It is pretty simple they didn't want to pay me from the start. Keep asking for same documents.

Documents sent: ID, Selfie ID, Letter from employer, bank statement 6 months, Skrill transactions lifetime. Skrill deposit proof.

Even after all this. They just asked for documents that has no existence:

- The registration confirmation letter from Neteller with the date displayed. ( I HAVE NO NETELLER)

- A Registration Confirmation Letter from the Skrill platform with the date visible.( WHAT IS THIS? WHAT IS WRONG WITH MY STATEMENT?)

- A full statement in PRF format for the card used for the first top-up(deposit) on your Skrill account (4975) ( WHAT IS A PRF FORMAT?)

I hope it is clear now? Need anything else message me or email me!

Hi treahui8000,

• Can you please let me know if you accumulated your winnings with or without an active bonus?
• Also, could you specify which payment method you used to deposit funds into your casino account?

Thank you.

Deposit with Skrill. Welcome offer received.

Thank you very much, treahui8000, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of 20Bet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

" With regards to the documents, you were asked to provide a welcome letter from Skrill on March 6, 2024, and again on March 28, 2024. The operator confirmed that you were not able to complete the required verification within the timeframe specified as per their Terms and Conditions:

 "

They responded. I don't know what a welcome letter.

Dear treahui8000,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite 20Bet Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hello!

We would like to inform you that during the verification of your account, we have some suspicions that the bonuses were used for unfair purposes, which is against the rules of our casino. To fix this situation, we have asked for additional documents from you.

Unfortunately, despite our requests, the player did not provide the necessary documents, and also stopped responding to our letters. Therefore, in accordance with the terms of our rules, section 8, paragraph 14, we are forced to close the account. Please note that if a player fails to complete the required verification procedure within two weeks, their account will be permanently closed and their winnings forfeited.

We regret having to take such action, but we always endeavor to provide a fair and safe gaming environment for all our customers. If you have any questions or would like to discuss this situation in more detail, please do not hesitate to contact us.

Dear treahui8000, why didn't you provide the casino with the requested additional documents, please?