The player from Indonesia has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later confirmed that the issue was resolved.
BETWINNER Casino - Player believes that their withdrawal has been delayed.
Amount: 25,000,000 Rp
BETWINNER Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.5
BETWINNER Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I have play at this site aldry half year or more. At first i play smoothly nothing go wrong till i won a bit.
Fyi i have withdraw before nothing happens. But when you won a bit they make you hard to withdraw. they ask me to submitted kyc documents. I have submitted to them through mention email but they didnt response.
I ask for their customer service and they said i need to wait till their security team replied me, i mean for how long i need to wait?
She said i need to contact them but how? I mail them but no one reply
Until then she said she told me clear enough and wont reply to this case anymore. Hope you can help me
My id is 528***933
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1 year ago
Dear Winson,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Dear Winson,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
