BETWINNER Casino - Player experiences difficulties with account verification.

I am unable to withdraw my funds as my account has not been verified. I have sent all of my account information, documents, transactions, and my card details (on which the numbers are clearly visible) to the security email address. I have been asked for bank statements, however, Astropay does not issue bank statements. I was then asked to take a screenshot from my computer, but I am unable to open my Astropay account on my computer as it is linked to a mobile number I no longer have. My Astropay account is still active on my mobile, and I was able to send everything they asked for. Yet, to this day, they refuse to verify my account and I have money in there. I am seeking assistance as it is unfair to be able to deposit but not withdraw. Thank you very much.

Hello federicogarcia,

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? Which documents have been already approved and which ones not? 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

I have been trying to verify my account for 10 days, the casino responded to me that they received my ID and everything photos but that without a statement or without a computer capture it would not be possible, I already explained to them that I cannot open the account from the computer but that I have the account on my cell phone, I have already sent cell phone screenshots of the transactions they asked me for and everything in which the screenshots show the last number of my cards that they requested... the last time I spoke with the casino was yesterday, I talk every day trying to explain my situation, they always answer me the same thing that they have already seen all my documents but without that it is impossible to verify me, that is why I ask for your help, thank you very much

Hello federicogarcia,

As the recommended time frame for verification has now passed, can you please advise if there's been any update. If still not, we will try to intervene.

Dear federicogarcia,

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.