The player from Portugal was unable to log into his BETWINNER account which held about 80 euros. Despite having contacted the casino security department, he had not received a response for several days. He had opened his account over two years ago, and it had been successfully verified. His winnings had been accumulated without an active bonus. It was revealed that he hadn't logged into his account for over a year. We had informed him that due to the significant time that had passed since the incident, we were unable to assist him further as it fell under 'cold cases' where gathering evidence and reconstructing a timeline became highly challenging.
BETWINNER Casino - Player's account access is blocked.
Amount: €80
BETWINNER Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
Public
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9 months ago
Hello
I registered with Betwinner many years ago but I haven't played at this casino for some time.
I have around 80 euros in my account. But I can't log in. I contacted the live chat operator who told me to send an email to the security department but it has been several days and they have not responded.
Can you help me please?
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9 months ago
Dear hercus,
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.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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9 months ago
Translation
Good afternoon
I opened the account more than 2 years ago and the account was successfully verified. Winnings were accumulated without active bonus.
Automatic translation:
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9 months ago
Hi hercus,
- Could you please advise when was the last time you succeeded in accessing your casino account?
Thank you.
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9 months ago
Dear hercus,
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.
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9 months ago
Translation
I haven't logged into my account for over a year.
Automatic translation:
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9 months ago
We apologize, hercus, but we are unable to assist you with your request. Due to the significant time that has passed since the incident you described, which is over one year ago, we are unable to investigate further. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible.
I wish I could be of more help.
Thank you for your understanding.
