Write to [email protected] and a reply usually lands within four hours; it suits screenshots, statements and anything you would rather set out in full.
This block settles where a complaint goes next, and who reviews it after that.
When A Reply Was Not Enough
Start with a written message to [email protected], quoting your player ID and the dates involved. Each complaint is logged and given a reference you can cite later.
A Reasoned Answer In Writing
A specialist reads your message and answers with a decision or a request for more detail. Expect a considered response rather than an instant one.
A Senior Look At The File
If the outcome still sits wrong, ask for a senior review in the same thread. A second person looks at the file, and support cannot ask for your password at any stage.
A Regulator Outside The Casino
After that, take the matter to the Malta Gaming Authority, which licenses 20bet Casino Ltd. under MGA/B2C/774/2017. Bring your reference and the correspondence.
No More Waiting Blind
Reply Times You Can Plan Around
That fear of writing into silence, with nobody answering until Monday, is put to rest here.
For the evening you are mid-session and want one clear answer, fast.
trustCan I get a copy of my data, or have it deleted?+
Yes. Ask for a copy of everything held about you, or for it to be erased, by writing to [email protected]. Requests are handled under the account rules you agreed to at sign-up, and some records are kept for as long as the Malta Gaming Authority requires. Weighing deletion up? A closed account pauses play; erasure removes records and cannot be undone.
trustHow long do I wait if I message late on a weekend?+
Yes. Live chat and the phone line both run 24/7, so a Sunday morning or a 2am question reaches a person. Typical waits are one minute by phone, four minutes on chat and four hours by e-mail. Staff answer in English, German, French, Spanish and Portuguese, and times are given in AEST.
trustCan I shut my account down for good?+
Yes. Closing your account is your call at any time, and one chat message or e-mail to [email protected] sets it in motion. Any balance is returned through the payment method you used, once verification has been cleared. Keep in mind that a closed account is permanent, and a new one will not be opened for the same person.
trustWhere is this casino licensed, and under what number?+
20bet Casino Ltd. holds a licence from the Malta Gaming Authority, number MGA/B2C/774/2017, and has traded since 2017 under company number C-89675 (Malta), with an office at Level 4, Portomaso, Msida. That licence is what sits behind every payout, every game and every complaint route on this site. Australians should also note that your local deposit and withdrawal options, including PayID and POLi, are handled under the same book and currency.
trustDo I need to escalate if the first reply misses the point?+
Two steps exist after a first reply: ask for the matter to go to a supervisor, then write to [email protected] with the chat reference and any screenshots. Still unresolved after that? The Malta Gaming Authority accepts player disputes directly. Money questions rarely start a complaint, so check [email protected] first if the issue is a pending withdrawal.
The 20bet Casino Operator
Check Who Runs This Casino
That worry about an anonymous site with no address or licence behind it ends on this table.