BETWINNER Casino - Player is unable to access his account due to a lost phone.

This is my id 644542303

Almost 5000Euros stuck in betwinner. Due to extreme restrictions in India, I thought of adding my email and phone number only if i win anything. So i haven't added my personal details. 1 week back i lost my phone where my google authenticator has set up on my id. unfortunately i lost touch with google authenticator as i lost that also.

now betwinnner is telling me to forget about the money when i ask them to remove google authenticator.

I've given all the proofs i can starting from address proof, aadhar card to revenue certificate. they just loooted 500 euros. CHEATERS and FRAUD.

my email is reposelleindia@gmail.com. This is extremely important. please help me.

Dear badri111,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please explain in more detail how you opened your account in Betwinner Casino? Which option did you choose?

Did you enter any personal information into your casino profile? Have you passed the full KYC verification?

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

Veronika

Hello,

Could you please explain in more detail how you opened your account in Betwinner Casino? Which option did you choose? In betwinner there is an option called one-click, wherein we can just enter country and currency and sign up without giving our personal details.

Did you enter any personal information into your casino profile? Have you passed the full KYC verification?

I've sent all the screenshots of transactions, proof of ID, I've also told them to check to prove that I have only 1 single account. In India we have aadhar card(unique number for every citizen) I have submitted that also.

After sending those documents, after 2 days of waiting they told me today that my account is virtual account and can't do anything. This is extremely stressful for me, first losing a costly phone and now this.

Hoping I will be able to login as normal into my account. I don't care if I lose my account later also, at least I should get my money back. Please help

Thank you.

When you choose 1-click registration, you may choose to save your username and password or send them to your email. Which of these options did you choose? Are you unable to access your ID and password now?

Did you enter any of your identity information into your Personal profile in your casino account?

When you choose 1-click registration, you may choose to save your username and password or send them to your email. Which of these options did you choose? Are you unable to access your ID and password now?

I know my user ID and password. But i kept google authenticator, which I lost now. When I try to login with my id and password, it will ask for google authenticator, which is lost now. I choose to save by myself.

Did you enter any of your identity information into your Personal profile in your casino account?

I've just put my country as Cote d'iviore randomly because I don't want to update my personal details and also I want to bet on Euros and not in INR by using Astropay wallet.

From two days, they are toying with me in every way possible. When I email to security@betwinner.com and info-en@betwinner.com till today they replied but from today, they are telling me to contact support@betwinneraffiliates.com

and when i email to support@betwinneraffiliates.com

This is their reply

At this point, I don't even know what they are doing. So I've had a chat on website, wherein they have asked all the documents, proofs, transactions, everything after 3 hours of wait, they are telling me that my account is virtual, so that means i should lose my hope in getting my money back. This is what they're saying.

Please help

Thanks.

Dear badri111,

according to the casino's Terms and Conditions:

3.You have to provide accurate contact information, inclusive of a valid email address ("Registered Email Address"), and update such information in the future to keep it accurate. It is your responsibility to keep your contact details up to date on your Account. Failure to do so may result in you failing to receive important Account related notifications and information from us, including changes we make to these Terms. We identify and communicate with our Customers via their Registered Email Address. It is the responsibility of the Customer to maintain an active and unique email account, to provide us with the correct email address and to advise Company of any changes in their email address. Each Customer is wholly responsible for maintaining the security of his Registered Email Address to prevent the use of his Registered Email Address by any third party. Company shall not be responsible for any damages or losses deemed or alleged to have resulted from communications between Company and the Customer using the Registered Email Address. Any Customer not having an email address reachable by Company will have his Account suspended until such an address is provided to us. We will immediately suspend your Account upon written notice to you to this effect if you intentionally provide false or inaccurate personal information. We may also take legal action against you for doing so in certain circumstances and/or contact the relevant authorities who may also take action against you.

Please understand that if you chose Côte d'Ivoire as your country of residence, although you do not live there, you breached the casino's rules by providing false personal information. I am sorry, but in this case, the casino will be unable to verify your account and pay you the winnings. Moreover, the casino is eligible to close your account and forfeit your balance. It is important to submit accurate personal information when you open an account with the casino. I'm truly sorry for any inconvenience this may cause.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.