20Bet Casino - Hráč tvrdí, že platba byla zpožděna.

I was able to submit and approved the needed documents but they keep asking for documents that they put on pending for how many days.

Dear timland36809,

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

my account had been approved for days and i was able to send another picture but they keep it for pending for a week now.

They also always ask for account and deposit while they never allow me to withdraw.

they always cancel my withdrawal request.. but its easy to deposit. They are scamming people.

Thank you for your reply, timland36809. Could you please advise which documents have you already provided? Have you been informed what specifically seems to be the problem with your documents? Have you provided all the required documents as soon as possible and in the correct format?

Yes i was able to provide the needed documents.

I sent them the screenshot of latest deposit and account with personal information.

And the other documents are still pending for a week now.

Also in correct format.

Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I still cannot withdraw until now.

I send image of my approved account

timland36809, unfortunately, I have not received any emails from you. Did you send it to the correct email address (kristina.s@casino.guru)?

Yes i already send it to your email.

Please note that I asked for communication between you and the casino. There is no need to send the same images you've already posted here.

Thank you very much timland36809 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Hello timland36809,

I will assist you with the complaint from now on. I would like to ask the representatives of 20Bet Casino to join the conversation in order to help us resolve the issue with the verification documents.

20Bet Casino,

Could you please check again and tell us whether timland36809 uploaded the requested documents regarding his deposit?

Hello,

The file we need is attached below. It is available from the application, after we receive the file, we kindly ask the player to set another withdrawal.

Thank you.

Hello all,

20Bet Casino,

timland36809 provided us with a screenshot, of where the verification documents were submitted previously.

Could you explain why these weren't accepted? Could you explain which documents are missing to successfully complete the verification process?

Hello Tomas,

I have provided the screenshot of what exactly the client in question needs to upload in order to move forward with the verification.

So far nothing like that was uploaded to the profile.

Hello,

Thanks for the clarification to 20Bet Casino team.

timland36809,

Please upload the requested screenshot if you haven't done so already and let us know about the result. Much appreciated!

Dear timland36809,

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.

Hello all,

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.