BETWINNER Casino - A conta do jogador está congelada, atrasando o saque.

Hi, i have tried to withdraw my money and they froze my account, they asked me to change my registered email which was @hotmail.com to one @gmail.com because I did not receive support emails. Then I sent them photos of my ID and the last 2 months of my bank statement with which deposited, I delivered everything and now they only send me an automatic response. I had already withdrawn and deposited many times for several years (2024) and I have been using this casino, in slots or sports betting.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BETWINNER Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible using the new email address?
• Did you achieve your current balance with the help of a bonus?
• Since when are you attempting to pay out winnings in this case?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Hello, Yes I can log into the account. I didn't use bonuses. My first communication was on May 18 through my old email.

Thanks!

IUpdate on my complaint: Predatory practices, frozen withdrawals, and unauthorized operation

I am writing to update my complaint with crucial information regarding the predatory and abusive practices of this casino.

1. **Unfair Account Restrictions (Bad Faith):** The casino blocked my ability to withdraw my funds under the excuse of an "account review." However, while they completely restricted my outbound transactions, they maliciously left my account open to continue placing bets. In the online gambling industry, standard regulatory practices dictate that if an account is placed under investigation or review, all commercial activity—including wagering—must be frozen to protect the user's funds. Leaving the betting option open while freezing withdrawals is a predatory tactic designed to exploit user anxiety and force the loss of balance within the platform.

2. **Operating Without a Legal License:** Upon further investigation, I have verified that this casino does not hold a legal license to operate in my country (Argentina). In Argentina, online gambling is strictly regulated by jurisdiction, requiring a specific local authorization and a official ".bet.ar" domain. This platform operates completely outside the legal framework of my country, targetting local users without any regulatory oversight or consumer protection.

Due to these severe violations of fair play and responsible gambling standards, I request Casino Guru to update this dispute, penalize this casino’s reputation score, and warn other users about these fraudulent practices.

Thanks for the update.

I am sorry to hear about the recent development.

Is there any balance in your account you wish to withdraw from the casino still?

Do you believe you are in need of protection from further gambling and wish to close your account in the casino?

Please let me know.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Johnpaul1234,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas