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I want to file a complaint against 20Bet for confiscation of winnings.

On April 17, 2026, I played the "Lucky Joker 10 Extra Gifts" slot machine (provider: Amatic Industries) using only real money. I did not have any active bonuses at any time.

My winnings accumulated gradually over many regular spins, with a consistent bet of approximately €13 per spin. The balance reached €31,990 after a prolonged period of regular play, and not as a result of a single spin or jackpot.

After requesting several withdrawals, the operator cancelled these requests and subsequently applied a "balance correction", removing the entire €31,990 from my account.

The operator has not provided any technical justification or confirmation from the supplier. Specifically, I have not received:

• Supplier rollback reference

• Session verification ID

• Confirmation from Amatic Industries

• technical report proving a failure

They only returned my initial deposit of €10, while all winnings were removed without technical justification.

Since the winnings were generated through multiple normal spins using real money and without any bonus, I request that you verify whether this balance correction is supported by an official rollback from the provider or if it was applied unilaterally by the operator.

User: [email protected]

Casino: 20Bet

Game: Lucky Joker 10 Extra Gifts

Supplier: Amatic Industries

Date: 17/04/2026

Amount withdrawn: €31,990

Quiero presentar una reclamación contra 20Bet por la confiscación de ganancias.

El 17 de abril de 2026 jugué en la tragamonedas "Lucky Joker 10 Extra Gifts" (proveedor: Amatic Industries) utilizando únicamente dinero real. No tenía ningún bono activo en ningún momento.

Mis ganancias se acumularon progresivamente a lo largo de muchas tiradas normales, con una apuesta estable de aproximadamente 13 € por tirada. El saldo alcanzó los 31.990 € tras un periodo prolongado de juego regular, y no como resultado de una única tirada o jackpot.

Después de solicitar varios retiros, el operador canceló dichas solicitudes y posteriormente aplicó una "balance correction", eliminando la totalidad de los 31.990 € de mi cuenta.

El operador no ha proporcionado ninguna justificación técnica ni confirmación del proveedor. En concreto, no he recibido:

• referencia de rollback del proveedor

• ID de verificación de la sesión

• confirmación por parte de Amatic Industries

• informe técnico que pruebe un fallo

Únicamente me devolvieron el depósito inicial de 10 €, mientras que todas las ganancias fueron eliminadas sin justificación técnica.

Dado que las ganancias se generaron a través de múltiples tiradas normales utilizando dinero real y sin ningún bono, solicito que se verifique si esta corrección de saldo está respaldada por un rollback oficial del proveedor o si fue aplicada unilateralmente por el operador.

Usuario: [email protected]

Casino: 20Bet

Juego: Lucky Joker 10 Extra Gifts

Proveedor: Amatic Industries

Fecha: 17/04/2026

Importe retirado: 31.990 €

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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?
• Have you already withdrawn the deposit amount credited to your player's account?
• Could you please share with me your communication with the casino regarding the justification provided by the casino? 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

I have already sent it to the email [email protected] the thread of communications with 20bet.

ya he enviado al correo [email protected] el hilo de las comunicaciones con 20bet.

Case update:

1. The main complaint is not about the initial deposit, but about the correction/confiscation of €31,990 in winnings. In their emails, 20Bet indicated that the initial deposit was still available in the account.

2. I have already sent to [email protected] the communication thread with 20Bet. Furthermore, 20Bet responded in writing that the winnings were due to an alleged technical problem confirmed by the game provider, but has not provided any technical report from Amatic Industries or official rollback certification.

3. In their last response, 20Bet indicated that the alleged technical issue with Lucky Joker 10 Extra Gifts lasted from 17/04/2026 at 18:00 CEST until 18/04/2026 at 23:30 CEST. They attached an Excel file with rounds/history and referred me to Amatic to verify the incident and obtain official documentation.

4. I have reviewed the Excel file: it contains a history of rounds, balances, bets, and payouts, but it does not prove the technical failure. It does not identify the nature of the error, the provider's logs, Amatic certification, the voiding criteria, or its exact relationship to the €31,990 correction.

5. Today I have sent a final formal complaint to 20Bet requesting the refund of €31,990 or, alternatively, the full Amatic technical report, the rollback confirmation, the applied contractual clause and the exact cancellation criteria.

6. I have also sent a complaint to the Curaçao regulator (CGA) in [email protected] Clarifying that I understand they do not resolve individual disputes, but requesting that they record the operator's conduct and confirm the applicable ADR channel.

I am available to Casino Guru to resend any email or attachment that may be necessary.

Actualización del caso:

1. La reclamación principal no es por el depósito inicial, sino por la corrección/confiscación de 31.990 € en ganancias. En sus correos, 20Bet indicó que el depósito inicial seguía disponible en la cuenta.

2. Ya he enviado a [email protected] el hilo de comunicaciones con 20Bet. Además, 20Bet respondió por escrito que las ganancias se debieron a un supuesto problema técnico confirmado por el proveedor del juego, pero no ha entregado ningún informe técnico de Amatic Industries ni certificación oficial de rollback.

3. En su última respuesta, 20Bet indicó que el supuesto problema técnico en Lucky Joker 10 Extra Gifts duró desde el 17/04/2026 a las 18:00 CEST hasta el 18/04/2026 a las 23:30 CEST. Adjuntaron un Excel con rondas/historial y me remitieron a Amatic para verificar el incidente y obtener documentación oficial.

4. He revisado el Excel: contiene historial de rondas, saldos, apuestas y pagos, pero no prueba el fallo técnico. No identifica la naturaleza del error, logs del proveedor, certificación de Amatic, criterio de anulación ni relación exacta con la corrección de 31.990 €.

5. Hoy he enviado una reclamación formal final a 20Bet solicitando la restitución de los 31.990 € o, alternativamente, el informe técnico completo de Amatic, la confirmación de rollback, la cláusula contractual aplicada y el criterio exacto de anulación.

6. También he enviado queja al regulador de Curaçao (CGA) en [email protected], aclarando que entiendo que no resuelven disputas individuales, pero solicitando que registren la conducta del operador y confirmen el canal ADR aplicable.

Quedo a disposición de Casino Guru para reenviar nuevamente cualquier correo o anexo que sea necesario.

Dear rubendfn

Thank you for your patience while we carefully reviewed your case, and I truly appreciate the detailed information you have provided throughout the process.

Please note that the origins of the technical glitch have been made public since your complaint submission. https://www.newsnet5.com/news/amatic-industries-slot-game-server-breach-massive-payouts/. Based on these circumstances, we are unable to support you in your pursuit to have winnings paid out. Since you confirmed your winnings were accrued by playing the affected game in the appropriate time window, we can't consider your winnings legitimate, and, consistent with other cases currently present on our website, your case will be rejected as a result. We hope you won't face a similar situation in the future.

I’m sorry that we couldn’t bring you a more favorable outcome, but please don’t hesitate to reach out if you need assistance with any other issue in the future.

Kind regards

Tomas

Casino.Guru