You log in and see a different balance or an error message, unlike the casino you used before. The most common cause is a mismatch between your account details and the documents you submitted.
Identity Verification Is Stuck or Documents Are Rejected
You see a message that your documents are under review or were rejected.
- Photo is blurry or has glare.
- Document has expired.
- Name on the document does not match your account.
- Address proof is older than the allowed period.
- File format is not accepted.
- Log in and open the verification page.
- Check which document was rejected and read the reason shown.
- Take a new photo in a well-lit room without flash.
- Place the whole document inside the frame.
- Use a current passport, ID card, or driver’s license.
- For address proof, use a utility bill or bank statement.
- Make sure the address matches your 20bet casino profile.
- Upload files as JPG or PNG, not screenshots.
- Check that the file size is within the allowed limit.
- Submit the corrected document again.
- Wait for the review to finish, usually within a few hours.
- Avoid submitting the same file repeatedly.
- Contact support if the rejection reason is unclear.
Contact support when you have corrected the document and it is still rejected after two attempts.
Withdrawal Is Pending Longer Than Expected
You see your withdrawal marked as pending, and it does not move to completed.
- Verification is not finished.
- You have an active bonus with wagering requirements.
- You requested the withdrawal to a method you did not use for deposit.
- The withdrawal amount is above what your current status allows.
- Your payment method requires an extra confirmation.
- Check your verification status first.
- Complete any missing KYC steps before requesting again.
- Review your active bonuses in the account.
- If a bonus is active, finish the wagering to release your funds.
- Use the same payment method for withdrawal that you used for deposit.
- Confirm that the withdrawal amount meets the minimum and maximum.
- Look for a pending confirmation or approval email.
- Click the confirmation link if one was sent.
- Check your payment method for a pending transaction.
- Ensure your bank or e-wallet details are correct.
- Cancel the pending withdrawal if you need to change the method.
- Request again with the correct details.
- Wait for the new processing cycle to start.
Contact support if the withdrawal stays pending for more than two business days after verification.
Welcome Bonus or Free Spins Were Not Credited
You made a deposit and expected a bonus, but the balance shows no extra funds.
- You did not enter a valid 20bet bonus code.
- The bonus is only for first deposits, and you deposited before.
- The deposit amount is below the minimum required.
- You chose a payment method that is excluded from the bonus.
- The bonus was rejected by your account settings.
- Check the promotion page for the current offer.
- Look for the bonus code field in the deposit form.
- Enter the code exactly as shown, including capital letters.
- Deposit at least the minimum amount listed for the bonus.
- Use a payment method that qualifies for the promotion.
- Open the bonus section in your account to see the status.
- If the bonus is missing, check your transaction history.
- Compare the deposit date and amount with the offer terms.
- Confirm that this is your first deposit at https://20bet.us.com/.
- Log out and log back in to refresh your balance.
- Clear your browser cache if the bonus does not appear.
- Try the deposit again with the same code, but do not double deposit unless needed.
- Contact support if the bonus is still not credited after an hour.
Contact support if you used the correct code and made a qualifying deposit, but the bonus is absent.
Cannot Log In or Account Is Locked After Failed Attempts
You see a message that your password is wrong or your account is locked.
- You are typing the password with Caps Lock on.
- Your browser saved an old password.
- You have made too many failed attempts.
- Your account was temporarily blocked for security.
- You are entering the email username incorrectly.
- Check that Caps Lock is off.
- Type your password in a plain text editor to see it.
- Use the “Forgot Password” link to reset it.
- Check your email for a reset link and follow it.
- Create a new password with at least 8 characters.
- Avoid using the same password from other sites.
- After reset, try logging in again.
- If the account is locked, wait 15 minutes.
- Do not attempt more than five logins during that time.
- Clear your browser cookies and cache.
- Try logging in from a private browser window.
- If the problem continues, check your email for a security notice.
- Contact support to unlock the account after you have verified your identity.
Contact support if you have reset your password but the account remains locked after an hour.
Quick Reference
The table below sums up each problem, its usual cause, and the first thing to check.
| Problem | Usual Cause | First Check |
|---|---|---|
| KYC stuck or rejected | Document mismatch or poor quality | Compare your name and address on the document with your profile |
| Withdrawal pending | Unfinished verification or active bonus | Open the verification status and bonus section |
| Bonus not credited | Missing or invalid bonus code | Re-enter the code exactly as shown on the promotion page |
| Login failed or account locked | Too many wrong attempts or saved old password | Reset your password and wait 15 minutes |
Each problem has a clear starting point in the table. Checking the most common cause first saves time. For a stuck withdrawal, verification is the first priority. For a missing bonus, the code is the first suspect. For a locked account, password reset usually works. If the first check does not solve it, follow the full steps in the relevant section above.
Keep your account details identical across all documents and transactions, and store your password in a password manager to avoid lockouts.
