BETWINNER Casino - O jogador está enfrentando um atraso devido à verificação da conta.

Hello, I have attempted to make a withdrawal of 1080 euros. They asked me to verify the deposit card, my ID, a picture that includes my face and the ID, and the background conversation. I have sent everything, but now they are messing me about by claiming that the file is compressed (when it's not), and they won't proceed with the verification unless I meet the requirements.

Hola buenas, he ido a hacer un retiro de 1080 euros. Me han pedido que verifique la tarjeta de depósito, el DNI, una foto con el DNI mi cara y la conversación de fondo. He enviado todo y ahora están mareandome diciendo que el archivo está comprimido (cuando no lo está) y que no seguirán avanzando en la verificación si no cumplo lo requerido.

Dear inesmariad,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

Do I understand correctly the issue seems to be in the format of the files you submitted to the casino? Have you submitted the documents on the casino website or via email?

Could you please send me the reply you received from the casino about your documents to my email at tomas@casino.guru?

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

Best regards,

Tomas

This morning I have sent the requested documents again without compression. It was a photo holding the ID, in which my face appeared and also holding the mobile with the email conversation with them, where everything could be read clearly. After sending it, they tell me that a screenshot of the email cannot be used, it has to be the original conversation. I proceed to take a new photo and send it, with my face, ID and the original conversation. To my surprise, after submitting the documentation many times, they accept it. After accepting it, they tell me to wait for an answer. The next hour they send me an email asking for the documentation or the visa to have entered Argentina. I've been telling technical support for 3 days that I wanted to change my nationality, I'm not Argentine, I'm Spanish. I have never been to Argentina. In support they told me that if I do not get any errors, it was not necessary to change the nationality. I want my nationality to be corrected and finally to be able to withdraw my money. All the documentation is in order.

Esta mañana he vuelto a enviar los documentos solicitados sin comprimir. Era una foto sosteniendo el DNI, en la que saliera mi cara y también sosteniendo el móvil con la conversación por email con ellos, donde se pudiera leer todo con claridad. Tras enviarlo, me dicen que no se puede usar un screenshot del mail, tiene que ser la conversación original. Procedo a realizar una nueva foto y enviarla, con mi cara, el DNI y la conversación original. Para mi sorpresa, después de enviar la documentación muchas veces, la aceptan. Tras aceptarla me dicen que espere respuesta. A la hora siguiente me envían un email pidiendo la documentación o el visado de haber entrado en Argentina. Llevo 3 días diciéndole a soporte técnico que quería cambiar la nacionalidad, yo no soy argentina, soy española. Nunca he estado en argentina. En soporte me decían que si no me salta ningún error, no hacía falta cambiar la nacionalidad. Quiero que se me corrija la nacionalidad y finalmente poder retirar mi dinero. Está toda la documentación en orden.

Thanks for your messages.

After checking the website, it seems the website is blocked for players from Spain. Could you please advise how you managed to access the website and create an account there?

After the nationality was set to Argentina did you inform the casino before you decided to play? When did the casino inform you they cannot change your nationality the correct one?

I'll await your reply.

Dear inesmariad,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.