BETWINNER Casino - Player is having difficulties with account verification.

Hello, approximately 29 days ago, I attempted to make a withdrawal, but they rejected it, requesting verification. I sent all the requested documents: ID photos, selfies, and a bank statement. First, I emailed them, then they asked me to send the same documents through the website, and now they're asking me to mail my documents by post.

The problem with the postal service is that betwinner only gave me a somewhat confusing address, they did not provide a recipient's name, which is a requirement from my city's post office to be able to send anything.

I would appreciate your response

Dear ernestogabrielangel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which documents did the casino request that you send?

Have you tried contacting the casino regarding the address? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

Hello Kristina.

First they asked me to send them by email photos of my identity document, bank statement, photo showing my face and that I am talking to them, after sending all that my account was blocked and again they asked me for my bank statement but now Through their website, I complied by sending all that but now they say that I must send my identity document and my bank statement again by postal mail.

I will send you a photo of the message they sent me and the conversation with their chat to your email. Thank you

Thank you for your reply, ernestogabrielangel. Have you at least tried sending the letter to the address suggested by the casino?

I had a lot of trouble but I was finally able to send the letter by post. They did not tell me how many days the mail would be delivered but they gave me a code to check the status of the letter.

Alright. Since it can take a few days to be delivered, I would recommend that we give it some time. I will leave this complaint open, so please keep us updated in the meantime. Thank you very much.

Hello, apparently the postal mail has not arrived yet, and I think it will take longer.

I would like to know if you have seen a similar case where the casino requests the documents by postal mail and if it was resolved?

In my opinion everything seems like a scam to me and the casino is trying to delay as much as possible so as not to pay me since it makes no sense for me to request documents by that means knowing how long it takes when I sent the same documents digitally.

Yes, actually sometimes casinos require that players send documents via postal service and this for sure is not the first time I have assisted with such a complaint, but unfortunately, it isn't very common so I do not remember if similar cases were resolved or not from the top of my head.

Have you checked the tracking code to see where your mail is at the moment?

According to the tracking code, my email is already in Mexico but it has not yet been delivered, I do not know how long it will take to deliver the email.

It's been almost 2 months since I'm trying to verify my account, so it was my opinion that the casino does not want to pay me and is doing everything possible to delay, that I get tired and give up the money, since all this does not make any sense .

Thank you very much, ernestogabrielangel, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

After complaining to the postal service, they informed me that my documents were already delivered 10 days ago and I still have not received a response from the casino.

I contacted the casino's security department and they told me to follow the instructions by entering the website via PC, but when I enter through that I get a message indicating that I should just wait while my documents are being reviewed.

How frustrating all of this is, if the information in the postal mail is true, many days have passed and they do not provide a response.

Hi ernestogabrielangel,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear BETWINNER Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please check if you have already received all the necessary documents for the verification from the player?I'd also like to ask you to specify the reason why it was necessary to require sending the documents by post, if you have previously received the digital copies of them? As far as we know, most online casinos are capable of conducting verification completely based on electronic formats of the documents while mailing physical papers to other countries only slows the whole process down. So I wonder, if you considered any faster options to verify the player's account, like asking for uploading additional documents or verification via video call.

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

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.

Hello Natalia,

They notified me that they did receive the email and they asked me 4 days ago to send my photo holding a piece of paper with a code, so I did and not receiving any response until today, I logged into my account and again they asked me to send my photo. with a code, so I sent the photos again.

I just find this unpleasant on the part of the casino, I tried to talk to support and they tell me that they have nothing to do with it and that I just follow the instructions of the security department, and there is no way to contact their security department either because every Every time I send them an email they respond with the same thing: "follow the instructions sent to the website."

I wanted to ask you if there is any way to report this betting house, I have seen many cases where this casino does not want to verify accounts so as not to pay and I think that my case will not be solved that way, because although I comply with all the casino's instructions, They simply ask me for something else, I have been going for more than 2 months and I think that if I continue this path they will not pay me.

Dear ernestogabrielangel,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of BETWINNER Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following message from the casino representative:

Dear all,

All the relevant data has been thoroughly checked by the corresponding specialists.

It should be noted that clause 2.40 of the Terms and Conditions of the Company that a user agrees to during registration states as follows:

  "Should the bookmaker’s Security Service have any concerns about the bettor’s identity or their personal details (address, credit or debit card, other data), they are entitled to request any documents from the bettor substantiating their identity or other submitted data at the bookmaker’s absolute discretion, as well as to cancel any payments until all such details are verified. Verification may take up to 72 hours from the receipt of documents. If it is proven that the submitted data is false, the bookmaker is entitled to cancel all bets and suspend all transactions for an indefinite period of time and proceed with full verification of the account. The betting company has the right to request for the documents to be sent by the post. The bookmaker reserves the right to request any documents required for such verification".

Unfortunately, the Security department specialists claim that no documents have been received by post.

Thus, the verification status of the player's account remains the same.

Best regards,

Betwinner

Dear ernestogabrielangel, would you please share proof that you sent the documents to the casino (any confirmation from the post, receipt, or tracking number for your letter)?

Dear ernestogabrielangel,

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.