BETWINNER Casino - Player has been struggling to complete KYC verification for more than 2 months.

I have deposited and won roughly 4k from this site. After a few week I decided to withdraw and they are dragging my time with kyc. I’ve contacted them through email countless time. And even order 3 call backs and tell me to wait and drag. The 3rd call back they hang up on me after 3seconds. It’s been close to 2 months already and I don’t think they are planning on letting me withdraw the money. There was nothing wrong with my kyc. But they are just now handling it, using this as a way to drag the payment.

Dear Yujie,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I can only imagine how frustrating it must have been for you to wait for your winnings for such a long time. We will contact the casino and ask for a time frame regarding your verification process and delayed withdrawal, but, before we do that, please could you advise if you have accumulated your winnings with or without an active bonus? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela 

Thank you for your prompt reply. It's all pure winnings, without bonus, I have not used any of their bonus at all. They are simply not handling my KYC and refuse to reply my emails.  

Thank you in advance for your assistance. 

Thank you very much Yujie for providing all the necessary information. I will now transfer your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask the Betwinner Casino to comment on this case. We would like to know, why the player's account hasn't been verified up to this day. Are there any documents missing or in an insufficient quality? What should Yujie do in order to successfully verify his account?

We would like to ask the Betwinner 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’.

Hello Yujie,

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’.

I am very sorry I couldn't help more, 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.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Sure, thanks we will see what Betwinner says.

Hello dear user.

Please provide us with your player ID number

Dear user,

You have to take a selfie with your ID document on top of your chat with security department and send it to security department (security@betwinner.com).

Hey Yujie.

Is there any new information about your case, please?

Dear BETWINNER Casino.

Please, could you react?

Dear Yuije.

Yes, the casino can see the response. We just hide your account information for the public since it can be evaluated as sensitive.

We would like to ask the BETWINNER 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Yujie.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at ADR and licensing authority of the casino . I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

I've already done it 3 times and sent it to the security department. So are you telling me to do it again?

Dear Yujie.

Please, could you do it one more time, please? Sometimes the verification may be difficult, however, I highly recommend you to try it and provide the casino with all the required information.

Hello Yujie.

Is there any new information about your case? Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Ok no problem, I will resubmit again and provide the screenshot here.

Great, thank you. I am extending the timer by 7 days.

Yujie, is there any new info?

I have sent in an email to Betwinner Security Department again for verification. I am currently awaiting their reply. Thanks, I'll update as soon as possible.

Hello Yujie.

Please, is there any new info?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider your case got resolved.

Yes all is good, you may now close the complaint case. Thank you Casino guru.

Dear Yujie,

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru