20Bet Casino - Τα κέρδη του παίκτη κατάσχονται.

The casino cancelled my winnings during my withdrawal attempt and now claims that I violated bonus rule 1e of their terms and conditions.

I never used a bonus, as can be seen from the screenshot. I deactivated it immediately before playing.

I need help to receive my winnings of €1,531.00.

I have a screen recording as proof of my entire account, including game history.

Das Casino hat meine Gewinne bei meinem Auszahlungsversuch storniert und behauptet nun, ich hätte die Bonus-Regel 1e ihrer Geschäftsbedingungen missachtet.

Dabei habe ich niemals einen Bonus genutzt, wie aus dem Screenshot ersichtlich wird. Ich habe diesen direkt vor dem Spielen deaktiviert.

Ich brauche Hilfe, um meine Gewinne i.H.v. 1.531,00€ zu erhalten.

Ich habe ein Screenrecording als Beweis von meinem kompletten Account inklusive Spielhistorie.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Is your player's account accessible to you? Can you log in?
• Could you please share with me your communication with the casino regarding the accusations made against you? 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, yes I can log in to my account. I will send you the communication via e-mail.

Thanks for your patience.

• According to the explanation you received, there were loyalty bonuses active on your account. Are you aware of these bonuses being active on your account?
• Could you please share a screenshot of the deposit found in the casino's records that led to your win?

Thanks in advance for your cooperation.

Dear BerlinAP,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru