BETWINNER Casino - A retirada do jogador está atrasada devido a um problema de documentação.

The betting house refuses to accept the account statement because the transaction was made on Sunday, but the account statement was moved to Monday. Other documents were sent, but they won't accept them. They only want that account statement, and the bank refuses to change it because it is a legal document. It was made on the 16th and they moved it to February 17.

la casa de apuesta se niega aceptar el estado de cuenta porque el movimiento se realizo el domingo pero en el estado de cuenta lo paso para el lunes se envio otros documentos pero no los acepta solo quiere ese estado de cuenta y el banco se niega a cambiar por que es un documento legal fue realizado el 16 y lo pasaron para 17 de febrero

Hello julia56,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BETWINNER Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Are all the other documents verified already?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

It started on March 2nd. They asked me for a photo of my ID, a selfie with the emails they sent, a birth certificate, a utility bill. All of them are already verified. I spoke on Saturday and they told me that they would only accept the account statement and nothing else, despite the fact that there are other documents that I sent that prove that the operation was done that day. In addition to sending a video of the bank's app that shows that the operation was done that day.

fue iniciado el 2 marzo me pidieron foto del dni una selfie con los correos que mandaron partida de nacimiento un recibo de servicio publico todos ya estan verficados y hable el dia sabado donde e dijeron que solo aceptaran el estado de cuenta y nada mas a pesar que hay otros documentos que envie que demuestra que laa operacion se hizo ese dia ademas de enviar un video del app del banco que se ve que la operacion se hizo ese dia

Sorry, it was yesterday, March 21st, the last time I spoke.

perdon fue ayer 21 de marzo la ultima vez que hable

Dear julia56,

As mentioned previously, the verification process may take up to 14 days. I would recommend waiting a little longer for the casino to review and process the evidence you have submitted.

If the process exceeds two weeks, please let us know, and we will attempt to intervene on your behalf.

Keep us updated.

Regards,

Nick

The documents sent have already been reviewed. I sent them on the 13th and they told me they only accept bank statements. I spoke with chat and they closed their account. They don't want anything, just that document. They said it was the 21st.

los documentos enviados ya los revisaron los envie el trece y me dijeron que solo aceptan estado de cuenta hable con chat y con seguridad se cerraron no quieren nada solo ese documento esom dijeron el 21

They want the document to be seen on deposits on Sunday and not Monday, otherwise they will not validate it.

quieren que el documento se vea los depositos el dia domingo y no el lunes sino no lo validaran

Thank you julia56 for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello julia56,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear BETWINNER Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

to which email

a cual correo

BetWinner representative, I have already sent the documents. Can I send them again? I can give you the web key for the Interbank app so that you can log in and check that the transaction was carried out and see that it was not falsified with prior coordination.

represntante de betwinner ya envie los documetos los puedo mandar otra vez les puedo dar la clave web del app de interbank para que ustedes mismos dentren y revisen que se realizo la operacion que se realizo y vean que no esta falsificado con previa cordinacion.

Thanks Romi for your help

gracias romi por tu ayuda

I explain the situation for verification. They asked me for my account statement where the payments for the deposits made through Kashio should be. The statement shows that it was made on Monday the 17th.

I went to my bank to ask and they told me that all transactions made on Sunday automatically go to Monday and that the date cannot be changed because it is a legal document.

And having made the deposits on Sunday the 16th, they don't match. But in the app and in the statement of transactions, the date and time they were made do appear. The bank told me that those are the proofs to show.

But when I contacted security, they told me they only wanted the account statement with the deposits made. Afterwards, they didn't respond to the chat. They told me to send the screenshots of the documents again, and I sent them, but they didn't respond. I contacted the chat again, and they told me they wanted the account statement, period. And that's how it was.

le explico la situacion para la verificacion me pidieron mi estado de cuenta donde debia estar los pagos de los depositos que se realizo por medio de kashio en el estado de cuenta sale que se realizo el dia lunes 17 .

fui a mi banco a preguntar y me dijeron que todas las operaiones realizadas el domingo pasan automaticamente para el lunes y no que no se puede cambiar la fecha por que es un documento legal .

y habiendo realizado los depositos el dia domingo 16 no coinciden . pero en el app y en la constancia de movimientos si aparencen la fecha y hora que se realizaron el banco me dijo que esas son las pruebas a mostrar

pero cuando me comunique con seguridad me dijeron que solo quieren el estado de cuenta con los depositos realizados. despues no me respondieron el chat me dijo qque vuelva a mandar las captura de pantalla de los documentos y los envie pero ya no respondieron volvi a comunicarme con el chat y me dijron que quieren el estado de cuenta y punto y asi fue

Dear julia56,

Please send the screenshots from the bank's personal account with transaction data and the account owner to the following email address: security@betwinner.com as per casinos request.

Let us know about any updates.

Thank you.

Respectfully,

Romi

Waiting for BetWinner's response 3 days for response

esperando la respuesta de betwinner 3 dias para respuesta

Dear user,

Kindly note that you are to provide our Security department specialists with screenshots of your PC screen (not a photo of your PC screen that you sent to our Security department specialists).

Best regards,

Betwinner

I already sent the one that says betwinner, it's a screenshot, you can see it here, it's also above

ya la mande esa que dice betwinner es captura de pantalla puede verla aqui tambien esta arriba

They just closed my account and they won't communicate with me anymore.

me acaban de cerrar la cuenta no se van a comunicar mas

Dear BETWINNER Casino,

Could you check up on the situation of this, please?

Thank you in advance.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear julia56,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

Greetings, all.

We have reopened this case as per the casino's request.

Dear BETWINNER Casino,

Could you kindly provide an update to this case?

Thank you in advance.

Respectfully,

Romi

Dear Romi,

The Security department has taken a decision to terminate cooperation with the owner of the gaming account 1156441741 due to a violation of the Terms and Conditions of the Company (multiple registration 1141055923 discovered based on the intersections in terms of the device used for accessing the gaming accounts and the manner of playing).

According to our Security department specialists, the total payout amount exceeds the total deposit amount.

Thus, the cooperation has been terminated in accordance with the procedure indicated in our Terms and Conditions.

Best regards,

Betwinner

Hello, Betwinner Casino.

Thank you for the update regarding this case.

May I ask if the initial deposit was given back to the player, please?

Thank you in advance.

Respectfully,

Romi

Dear Romi,

Yes, the Company has fulfilled its obligation to pay out the deposited funds to the user.

Best regards,

Betwinner

Thank you, Betwinner Casino, for the confirmation.

Dear julia56,

Could you confirm the receipt of the deposits and the amount deposited so we can close this complaint, please?

Unfortunately, in such cases we are unable to do anything more.

Thank you in advance.

Best regards,

Romi

Dear julia56,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru