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Yesterday I won a big prize and they have cancelled my withdrawal several times, citing lack of paperwork, I sent everything correctly and when I finished sending and they approved the last paperwork they sent me a message stating that I had committed fraud with no further explanation than taking my prize and leaving me what I initially put in to withdraw and closing my account, they are the scam, they are criminals who do not want to pay out what I won correctly.

En el día de ayer e ganado un premio grande y me han cancelado la retirada varias veces, Aludiendo falta de papeles, envié todo correctamente y cuando terminé de enviar y aprobaron el.último papel me han enviado un mensaje que e concurrido a fraude sin más explicaciones que quitandome mi premio y dejandome lo que puse inicialmente para que retire y me cierren la cuenta , la estafa son ellos , son delincuentes que no quieren pagar lo ganado correctamente.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask a few questions to clarify your situation.

• Could you please specify which game you were playing when you won the big prize?
• Which documents did you send to the casino for verification? Have all these documents been reviewed by the relevant department before your account was blocked?
• Has the casino specified what type of fraud you allegedly committed?

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

Best regards,

Veronika

Good morning, the winning game was cyber gypsies

They asked me for identification, which is normal, and they asked me for my bank statement for the entire month, which I find abnormal.

They didn't tell me what my violation was. They left the 500,000 I had deposited in my account and told me to withdraw it and that they were going to close my account, without any justification other than sending me a link to all the company's rules.

After withdrawing, they closed my account without further ado.

Buenos días, el juego ganador fue ciber gypsies

Me habian pedido documentos de identidad lo cual es normal y me pidieron mi extracto bancario de mercado pago de todo el mes, lo cual me parece anormal.

No me dijeron cual fue mi infracción, me dejaron en la cuenta los 500.000 que había puesto y me dijeron que lo retire y que iban a cerrar mi cuenta, sin ningún tipo justificación más q mandarme su link de todas la normas de la empresa.

Luego de retirar me cerraron la cuenta sin más.

Could you please forward me the email you received from the casino after your account was closed? My email address is veronika.f@casino.guru.

Also, have you provided a bank statement for the entire month as requested by the casino? Please note that requesting such documents is a standard part of the verification process. The casino needs to confirm that you are the owner of the payment method used for deposits or withdrawals, and that the funds used at the casino belong solely to you.

Good morning, I recently sent the requested information, and yes, I confirm that I also sent the bank statement at the time, as requested by the casino. Thank you, best regards.

Buenos días, envié recientemente lo solicitado y sí, confirmo que también en su momento envié el extracto bancario como fue requerido por el casino. Gracias, saludos.

Thank you for your email. In your communication with the casino, you mentioned that, along with your account, the casino also closed the account of one of your friends. Do you believe that these account closures are connected in any way?

I am 100% sure that they looked for anything to deny me the prize. They can review all the movements of my account as well as the gameplay of my friend and me and they will not find anything illegal.

Estoy 100% que buscaron cualquier cosa para negarme el premio, pueden revisar todos los movimientos tanto de mi cuenta como de la jugabimidad misma de mi amigo y mia que no van a encontrar nada ilegal

Do you and your friend play the same games at this casino?

Do you both play from the same household, using the same internet connection or device?

Have you or your friend ever exchanged money that was later used for gambling at the casino?

In this case, we're big fans of Mos Bass; we play it at every casino. But the winning game wasn't that one; it was another one my partner had never played before. We rarely play on the same network; he lives in the same building and is my neighbor. Yes, he often lends me money, or vice versa, so we can play when one of us doesn't have any, and we pay him back when we get paid.

En este caso somos fanático de mos bass en todos los casinos lo jugamos , pero el juego ganador no fue ese es otro que mi compañero kñnunca había jugado. Muy pocas veces jugamos en la misma red, el.vive en mi mismo edificio y es vecino. Sí muchas veces el me presta dinero o viceversa para que podamos jugar cuando uno no tiene y se la devuelve cuando cobramos nuestros sueldos.

Could you please forward me the bank statement that you sent to the casino before your account was blocked? My email address is veronika.f@casino.guru.

Good morning, I sent it. Regards.

Buenos días, ahí lo envié. Saludos.

Dear Nicobaldi

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Nicobaldi for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 20Bet Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Hi Peter! Thanks for your help. God willing, this can be resolved, as it seems like a great injustice, and I've read that I'm not the only one affected. I'll be waiting to hear from you if I can help or provide any information. Regards

Hola peter ! Gracias por ayudarme , dios quiera se pueda resolver ya que me parece una injusticia grande y e leído que no soy el único damnificado. Estoy pendiente para lo que pueda ayudarte y propocionar información. Saludos

Hello! Thank you for reaching out. We’re already reviewing the details of this case and coordinating with the relevant departments. As soon as we have the updated information, we will return with a full response. Thank you for your patience and understanding.

Hello!

We have carefully reviewed the details of this case. In this situation, the winnings for player Nicobaldi were voided and the deposits refunded due to confirmed collusion with another player.

We’ve already shared all relevant information and supporting evidence with Peter via email for his review. Should anything further be required from our side, we’ll be glad to assist.

It's unbelievable how brazenly and calmly they write, knowing I couldn't possibly be cheating another player on a slot machine. The exchange of money between my friend and me isn't illegal; you're trying to make it seem that way to avoid paying. Of course, I saw the reviews after my situation, and I see I'm not the only one you've wronged.

Es incréible con la caradures y tranquilidad escriben sabiendo que no puedo tener ningún tipo de fraude con otro jugador en una máquina de slot, el intercambio de dinero entre mi amigo y yo no es ilegal, uds quieren hacerlo ver asi para no pagar. Por supuedto vi las reseñas luego de mi situación donde veo que no soy el único dagnificado por uds.

Dear Nicobaldi, your complaint is being reviewed internally with my team. I will keep you informed about any new developments. Thank you for your patience during this time!

Dear , the casino has provided evidence indicating collusion. It is an established industry standard that an individual may operate only one account in their name and supply it solely with their own funds. Your activity constitutes a clear violation of this policy, and we therefore find the actions taken by the casino to be justified. We strongly advise against such behavior, as it may result in similar consequences in the future. In light of these circumstances, we regret to inform you that your complaint has been rejected.

Thank you for your understanding.