Hello,

The casino keeps harassing me with new selfie requests, even though EVERY time the selfie I sent in was confirmed by 20Bet with a piece of paper and some kind of numerical code.

Whenever I try to withdraw after that, it's always rejected and I'm asked for a new selfie, only this time with a different number.

I have been a confirmed customer since 2023.

This is becoming ridiculous and I would like to ask you to help me get my money.

It was played WITHOUT a bonus, so I absolutely cannot understand this nonsense and 20Bet has definitely lost me as a customer.

Hallo,

das Casino schickaniert mich mit immer wieder neuen Selfie Anfragen und das obwohl JEDES mal, das eingesendete Selfie mit zettel und irgendeinem Nummern-Code seitens 20Bet best?tigt wurde.

Wenn ich danach auszahlen will, wird immer abgelehnt und schon wieder ein neues Selfie verlangt, nur diesmal mit anderer Nummer.

Ich bin seit 2023 best?tigter Kunde.

Das nimmt langsam l?cherliche Züge an und ich m?chte Sie bitten, mir zu helfen an mein Geld zu kommen.

Es wurde OHNE Bonus gespielt, daher kann ich diese Schickane absolut nicht nachvollziehenund mich hat 20Bet definitiv als Kunden verloren.

Dear Lion1412,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please take a screenshot of the casino with the link visible and share it here in the complaint thread?
• Have you made previous successful withdrawals from the casino recently?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with casino support trying to resolve the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Hello,

naturally.

It is 20Bet.

https://20bettwin.com/de/cabinet/verification

I played everything, casino and sports betting.

No, I played completely without a bonus.

I don't currently have any screenshots of the chats. However, I don't receive any emails asking me to take selfies; I always have to ask in the chat.

Hallo,

natürlich.

Es handelt sich um 20Bet.

https://20bettwin.com/de/cabinet/verification

Ich habe alles gespielt, Casino und Sportwetten.

Nein, ich habe komplett ohne Bonus gespielt.

Screenshots von den Chats habe ich aktuell nicht. Ich bekomme aber auhc keine Emails, in denen ich zu den Selfies aufgefordert werde, sondern muss das immer im Chat erfragen.

Thanks for the explanation.

Could you please advise whether the casino finalized the verification of your account and allowed you to withdraw?

If not, could you please share any of your recent saved interactions with the casino regarding any ongoing issues?

Share screenshots here or to my email at [email protected]

I wrote to you that the casino doesn't send me emails. Therefore, unfortunately, I can't share any screenshots.

No, the verification is repeatedly delayed.

Documents submitted will be verified.

If I then request a new withdrawal, it is rejected and I am asked for new documents.

In the pictures I uploaded, you can see, for example, that my Jeton proof has been pending verification since August 2024....

Ich hab Ihnen doch geschrieben, dass das Casino mir keine Emails schcikt. Daher kann ich leider auch keine Screenshots teilen.

Nein, die Verifizierung wird immer wieder verz?gert.

Dokumente, die eingereicht werden, werden verifiziert.

Wenn ich daraufhin eine neue Auszahlung beantrage, wird diese abgelehnt und es werden von Neuem Dokumente verlangt.

Auf den Bildern, die ich hochgeladen habe, k?nnen Sie ja z.B. auch sehen, dass mein Nachweis für Jeton seit August 2024 als ausstehend zur überprüfung ist....

Thank you very much, Lion1412, for providing the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Lion1412,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would also like to invite the 20Bet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what is happening? Is there an issue with the selfies or documents Lion1412 provided? Alternatively, can you give us some guidance on how to proceed?

Hello!

It seems that the documents provided raised some questions, which is why additional information was requested. This is a standard procedure, and there’s nothing critical — the requested documents are typical for the verification process.

We recommend that the player submit everything needed as soon as possible — this will help ensure the verification is completed quickly and without unnecessary delays.

If any issues arise, our support team is always ready to assist.

Dear 20Bet Casino representative,

thank you very much for the update.

Dear Lion1412,

I understand your frustration, but can you please continue with the verification process? Additionally, can you send the documents which were rejected to [email protected] ? We can have a look and try to find out whether there are any issues.

But that is also the last document I will send.

Since 20Bet doesn’t respond to my email, I’m asking here directly:

What is supposedly wrong with my documents and why are they still being approved?

And why are they then suspected in retrospect?

Das ist dann aber auch das letzte Dokument, dass ich schicken werde.

Da mir 20Bet per Mail nicht antwortet, frage ich hier ganz direkt:

Was ist angeblich an meinen Dokumenten nicht in Ordnung und warum werden sie trotzdem best?tigt?

Und weshalb sind sie dann im Nachgang verd?chtig?

Hello Lion1412,

Thank you for your message.

To complete the document verification process, we need to have an active withdrawal request on your account.

Please activate a withdrawal so we can proceed with reviewing your documents and finalize the verification. Once the request is in place, our team will do its best to process it as quickly as possible.

If you have any further questions, don’t hesitate to reach out to our support team — we’re always here to help!

As requested, I have now uploaded a selfie with my ID and a piece of paper with the number 294085.

I have also requested a new payout.

Ich habe jetzt wie gefordert, ein Selfie mit meinem Ausweis, sowie einem Zettel mit der Nummer 294085 hochgeladen.

Eine neue Auszahlung habe ich ebenfalls beantragt.

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.

The selfie was confirmed.

...and again the payment was rejected.

Das Selfie wurde best?tigt.

...und wieder wurde die Auszahlung abgelehnt.

Hello Lion1412,

thank you for the update. I am sorry to hear the process has been delayed again.

Dear casino representative,

please let us know what we can do to continue the payout process. Alternatively, is there an issue with the verification?

Hello,

The player previously tried to withdraw winnings from a crypto deposit to a Skrill account. According to our policy, such transactions are not allowed — they violate our rules and may be regarded as money laundering.

Withdrawals can be processed quickly to the same crypto wallet used for the deposit. The player should request the payout there.

Dear 20Bet Casino representative,

thank you very much for clearing this up.

Dear Lion1412,

are you able to withdraw the funds to your crypto wallet?

I have now requested another withdrawal via crypto.

Ich habe jetzt einen erneute Auszhalung via Krypto angewiesen.

The money has now been paid out.

The complaint can be closed because I will no longer play at 20Bet.

Thanks for your help

Das Geld wurde nun ausgezahlt.

Die Beschwerde kann geschlossen werden, da ich ab sofort nicht mehr bei 20Bet spielen werde.

Danke für Ihre Hilfe

Dear Lion1412,

I'm glad to hear that your issue has been dealt with, even though I know it was wasn't easy. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

www.kpvfaw.com