BETWINNER Casino - Player has an issue with merged accounts.

my account was 6 month old and i forgoted my google authentication. so i open a new account on it and made deposit aprox 25000 and made some winning also a d i hade total 75000 inr in my account . but after sometime i asked to submit document by security department and also asked about my previous account so i agreed with them & i told that i lost my old account .they asked for some document and selfies i provoded all then they sent a reply that my current account 819996202 merged with my old account 660330127 . now i m trying to login wth my curent account but i m not able to do showing passowrd or uswername incorrect. then i asked them that what happened to my 75000 inr money ,they are just replying all matter provided in earlieer thread but they didnot provided anything , i dont understand how can i acess my account now.

Dear anadidevi,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you're experiencing with your online casino account.

To assist you further, I would like to gather some additional information:

• Could you please advise if your winnings were accumulated with or without an active bonus?
• When you mentioned that your current account was merged with your old account, did the casino provide any specific conditions for this merge?
• Could you clarify if you received any communication from the security department regarding the status of your account and the resolution process?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you agree, we can forward any relevant communication to petronela.k@casino.guru for further review.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

i have attached my conversation with with team . they asked for document when i sent they said my account now merged in old account withaut giving extra information about my fund . no reson given for merge and also no reply after that massage.

i made winning from my deposit 25000 rupees .

live chat and other email saying ask security department for more information but security department replying nothng .

Hi anadidevi,

• Could you please advise if you consulted opening a new account before you did so with the casino directly?

Thank you.

No I did not take advice .

But they did not clarified my account is freezed or It is opened so far ,they did not said where is my balance is it fortified . They just said my new account is merged with old .

They could explain me clearly .

Which term I violated where is my money and why I m not able to login my new I'd .

Thank you very much, anadidevi, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, anadidevi,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear BETWINNER Casino team,

Could you please provide us with an explanation of the player's situation in more detail? How can she access the open account and the disputed funds? Where is her remaining balance?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

You could clarify what is issue but you dint . I opened another account then you could atleast return my deposit

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.

Thank you for the explanation, BETWINNER Casino Team.

Can you please look at my last email regarding the matter and answer my questions?

Dear anadidevi,

It looks like your first account remained open and available, and your deposit was credited there.

Can you please try to access your first account and/or ask the casino's customer support to assist you? Can you confirm the above-stated, and that the first account is fully accessible and active?

I asked the casino (outside of the thread) for a few more details to clarify the situation regarding the confiscated winnings. However, I have a few questions for you too.

What games or types of games did you play at the casino most? From what types of games did you accumulate most of your disputed winnings?

Did you use any bonus on your disputed account? If yes, which exact bonus was used?

Did you claim any bonus(es) on your first account before? If yes, which bonus(es)?

I don't have Google authentication of old account so I created new one. Hell me to get Google authentication

Sir they asking these details for disable Google authentication. But sir I dont remember which mobile number I used at that time I have three sim card . How they could merge my new account in old , I don't have access of it . And also they deducted all my money

these details they are asking for access of old account ( Google authentication disable)

Also I not remember what was last deposit in this account as it is 8 month old account and I don't use this account now , so how can I told him

I want to disable Google authentication of my old account withdthaut asking my old account last deposit and other detail that could not be avalble .

And also only 15000 I got from bonus and 40000 won from my real balance. I won this through live casino rouelllte of evolution gaming

They disabledy Google authentication but now for login they want to send OTP ony old mobile number which is lost and I also don't remember that one . Now I want they should transfer my balance to my new account because it is my so old account I don't have access of it

If you can't reopen my new account then please give me withdraw on my crypto currency wallet . Your chat support have manners they don't want to chat without login but how can I login without access of account

Lol ,They are just returned 25000 ,also not able to login

They are not even ready to collaborate .ad not even doing reply . I think I should leave your platform. Even you r team is also taking one week to reply . I m choosen wrong casino also wr ong platform to get help

To change mobile no in old account . Company asked documents and new number and other details I provided all. After three days they replied "please send I'd document to security team on security@betwinner.com

I sent them but security team replied me they will not collaborate with me . I said this to general team they again repeating same masage send document to security team and now security team blocked my mail . I contactacted live chat they said contact to ganeral mail team and this cycle is repeating they are not human they robots I am attaching their conversation you can chake. I request players don't play at this casino no authority no management there no will help you all are thief .

i want you to make this image public so people can see how betwinner make fool of people and take their money . They are scammers.

Dear anadidevi,

In your screenshots, it is not possible to see to which email address those emails were sent and regarding which account.

You were clearly instructed on what you should do to restore your first casino account, and I strongly recommend following the casino's instructions. If there is anything that you cannot recall, feel free to ask the casino for partial details of the data used in the first account that you cannot recall, and then provide them with the requested documents. Please note that it usually takes some time until the casino answers your email(s) and/or processes your requests. In addition, it is understandable if you keep sending them the same emails without relevant/requested information and details, they will consider it SPAM and stop responding.

However, there is still ongoing communication between me and the casino outside of the thread, where I asked the casino for additional supporting evidence for its claims, and I am currently waiting for their response.

As for your claims regarding the casino and our platform - we do not force anyone to use our services (for free) to resolve their issues. If you are not interested in our services anymore, feel free to inform me about it. I can close the case and give space to another player/complaint.

It is also worth mentioning that the casino has a valid license, so it is possible to turn to the regulator and submit a complaint to them anytime.

Once I have any news or updates from the casino, I will inform you about it. A few more important questions arose after getting their last email.

Thank you for your patience and understanding.

Dear BETWINNER Casino Team,

Can you please look at my last email regarding the matter and provide me with the requested?

Ok sir agree with all term condition, and also happY with my deposit only . But sir question is how can I withdraw,company said my account(old) is not closed and open to withdraw but for withdraw I need to login first and for login it send a OTP on my old number which is not present at me it is lost . So I made contact to their team as they provided their support email info-en@betwinner.com they asked me for required documents ( I will attach all screenshot with my own registered email you can see).

They said me to wait and after three days they again sent me mail that "you should send any document to security team " .

I sent document to security team but they are saying they will not make conversation with me but I can withdraw my fund . I said them your specialist team sent me to you and I can't withdraw as I lost my mobile number but they are not ready to talk . They said all thing provided in earlier massage . Now I again made contact to first team( info-en@betwinner.com) they are saying we can not do anything please talk to security team . I thought I should mail with other email with clarification but also there they are saying they will not talk to me . I am sending you all conversation screenshot. And apologize If I said any rude thing to your team sir . I m frustrated trying to recover my account from a month .

Sir , I taken all important screenshot.

In screenshot no

1. I asked info-en@betwinner.com to change my mobile number .

2. They said me to give required documents . Then I provided them

3. They are saying to send a I'd card to security team (email - security@betwinner.com) but they dint reply and I asked to live chat then live chat said my email is blocked by security team . Then I contacted to security team through other email

4. Security team replied as I violated some term so I can withdraw deposit only

5. I asked him that I can't withdraw bcs I don't have mobile number . And your enquiry team told me to send you I'd

And I also sent them I d again

6 . They replied " all matter provided earlier .

7. I said you nothing provided earlier I want to change my mobile number

8. They replied my email is blacklisted .

9. I asked inquiry team security team not accepting my document and not talking to me on point then they also said we cant Do anything talk to security team . .



they blocked my other email .bcs I asked him to help me to change my mobile number

Dear Branislav,

Kindly note that the we have replied to your last email regarding the matter.

We once again emphasize that the aforesaid deposit amount was successfully withdrawn by the player on April 17, 2024.

Therefore, the Company's obligations towards the player shall be deemed fulfilled.

Best regards,

Betwinner

Yes I withdrawn my deposit only and they taken 15000 but also my winning 35000.you should atleast give me mine winning you can take your bonus but winning are from real balance .. 35000 is approx . 450 usd ,it is huge money for me ,how can you take you should take only yours bonus winning if I made any mistake you can't take my re balance that won through real deposited balance . It disgusting

Dear anadidevi,

Thank you for your confirmation of the successful refund of your deposit. However, the casino provided me with further details and clarification regarding the case, fully supporting a different story compared to yours.

After gathering all the necessary information and details, the disputed amount was updated to 50,000 INR (confiscated winnings - the original disputed amount minus the successfully refunded deposit), and we are closing this complaint as unjustified due to the following reasons:

• Providing false and misleading information during the complaint process - you did not lose access or experience issues with logging into your alleged first account, that account was closed several months ago by the casino due to a breach of the casino's rules; even then it was due to multiple accounts, but it was a long time before the disputed one was created
• Breaching the casino's Terms and Conditions (in several ways) - multiple accounts, bonus abuse (using the First deposit bonus on at least 2 linked accounts), circumvention of the casino's system restrictions previously imposed regarding your alleged first account by registration with false personal data on the disputed account (impossible verification/KYC)
• You were basically not allowed to create a new casino account because your previous one was closed for breaching rules, which means you are not eligible for any of the disputed winnings, and to be honest, you can be glad and happy that your deposit was refunded at all

The casino acted correctly and in accordance with its Terms and Conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, BETWINNER Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru