BETWINNER Casino - A conta do jogador foi encerrada e os ganhos confiscados.

I want to publicly denounce Betwinner's abusive and arbitrary practices. After I earned a legitimate profit of ARS 2,080,000, the platform unilaterally decided to block my account and confiscate all of my winnings.

The process began as a standard KYC (Know Your Customer) verification that dragged on for 12 days. For almost two weeks, I fully and transparently cooperated, providing every required document: ID, bank deposit slips, utility bills, and multiple selfies with specific handwritten codes.

Once I had satisfactorily complied with each and every one of their requirements and they had no further technical documentation to request, the Security Department proceeded to block my account. As a final response, they sent me a generic email transcribing an automated list of six possible violations (use of software, multiple accounts, syndicated betting, etc.) without specifying which one I supposedly committed, without providing a single piece of technical evidence, and concluding authoritatively that they would "ignore any further questions."

Quiero exponer públicamente las prácticas abusivas y arbitrarias de Betwinner. Tras haber obtenido una ganancia legítima de 2.080.000 ARS , la plataforma decidió bloquear mi cuenta y confiscar la totalidad de mis ganancias de manera unilateral.

El proceso comenzó como una verificación de identidad (KYC) estándar que se prolongó de forma dilatoria durante 12 días. A lo largo de casi DOS semanas, cooperé de manera absoluta y transparente entregando cada documento exigido: DNI, capturas de depósitos, facturas de servicios públicos y múltiples selfies con códigos específicos escritos a mano.

Una vez que cumplí satisfactoriamente con todas y cada una de sus exigencias y no tuvieron más documentos técnicos que pedir, el Departamento de Seguridad procedió a bloquear mi cuenta. Como respuesta final, me enviaron un correo genérico en el que transcriben una lista automática de seis posibles infracciones (uso de software, cuentas múltiples, apuestas sindicadas, etc.) sin especificar cuál de ellas cometí supuestamente, sin aportar una sola prueba técnica y concluyendo de manera autoritaria que "ignorarán cualquier otra pregunta".

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear Bbar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the situation.

• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Thank you for your answer, Bbar.

Could you please share with me your communication with the casino regarding the accusations made against you? Please include communication about KYC verification.

Send emails or chat transcripts to my email at jean.s@casino.guru.

Dear Jean,

I sent you via email with the subject "Betwinner Case - User Bbar" the proofs of the KYC process and the last email in which they informed me of the blocked account.

Thank you for following up on the case.

[redacted]

Estimado Jean,

Le envie mediante correo electronico con el asunto "Caso Betwinner - Usuario Bbar" las pruebas del proceso de KYC y el ultimo correo en el cual me informan la cuenta bloqueada.

Le agradezco el seguimiento del caso.

[redacted]

Thank you for your reply, Bbar.

I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly.

I understand how frustrating this must be. And I apologize that we cannot resolve this for you.

After reviewing the available information, we must close this complaint.

Please don’t hesitate to contact us in the future if you encounter issues with casino gaming, and we will do our best to assist.

Best regards,

Jean