20Bet Casino - Výběr hráče je opožděný.

I am registered on this website for a year now and been using it for a few weeks this 2024. I got a successful withdrawal at first which are really small but when I started winning sports bets which are legally won and I tried withdrawing, they keep on rejecting it and keep on asking for documents so I complied.

First: Address in profile doesn't match address in ID, need to explain

Action: I explained that I live in an apartment here in Philippines so I don't have an ID that is currently on my address as I just moved here

Second: Submit proof of address

Action: I submitted credit card statement and bank statement both address to my name and my current address

Third: Submit back side of the ID

Action: Already submitted the back side of the ID and even submitted another pair (front and back)

Fourth: Stopped responding and is not processing my withdrawals anymore

Dear nivrinaj,

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

How can you manage to see this kind of struggle withdrawing your own money

Hello, I am writing to provide additional information regarding my complaint against 20bet.

So I started to deposit in 20bet last January 17, 2024 and placed some bets. After that I tried withdrawing money and they started to ask me for some documents. Here are the documents that I provided:

- GCash Screenshot with my name and number visible

- Grab Screenshot with my name and number visible

All were approved and the first two withdrawal pushed through with a minor waiting time (Php 15,500.00) 

After that and within 2 days, I bet with the remaining money that I have and managed to win some bets. I tried withdrawing 33,965.93 PHP last January 20, 2024 and here is when the problems started to stack up.

After placing a withdrawal, they rejected it because of ADDRESS MISMATCH ON MY ID AND MY ACCOUNT AND THEY ARE ASKING FOR THE BACK SIDE OF MY ID.

I provided a credit card statement with the same address as my account and explained that the reason the address differs is because I am living in an apartment, hence I am constantly changing address and don't have an ID that is address to my current house.

They declined the documents saying that those are irrelevant even though the documents came from the bank.

I tried contacting them via support and they insist that I provide a copy of the back side of my ID which I already gave them last year when I verified my account KYC

Due to frustrations, I just uploaded another bank statement and set of ID's along with the backside of ID that they were asking and got approved and the support told me to place another withdrawal request

The pending documents are also IDs that I provided.

After several tries, they keep on rejecting my withdrawal saying that I need to submit documents even though they approved it already. Here are the screenshots of the latest withdrawal request that I currently have:

As you can see on the screenshots, I have pending withdrawals with the details of:

50000.00 PHP - GCASH

12525.93 PHP - GCASH

TOTAL: 62,525.93 PHP PENDING WITHDRAWAL

GCash is an eWallet here in the Philippines and I don't have a problem receiving it from anyone so there won't be any issue once they pay me.

Some of the declined withdrawals are initiated by me for the following reasons:

- Tried changing payment withdrawal method to other eWallet or even cryptocurrency

I even tried betting the amount on a sportsbook and they limit my betting capacity to less than 500 pesos which is less than $10 so they are restricting me when I'm not doing anything wrong.

Thank you for your reply, nivrinaj. Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and successful verification?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear nivrinaj,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.