BETWINNER Casino - Player’s account blocked with funds confiscated.

Hello, I tried to withdraw some money from my betwinner account, not all of it, and they asked me to send some documents, so far so good, and they had already asked in the past and accepted it and I managed to withdraw money more than once.

The problem started on 8/2/2023, when I tried to withdraw and then they asked me for the typical documents: "You should make a selfie, holding your ID card near your face. Also next to you should be the computer (or mobile device ) where we can see your inbox messages from security department (this mailing) Your face, your ID card in the hand and the dialogue with the Security department opened on any device should be fully and clearly seen on the same photo. All data should be clearly visible".

I sent it, after numerous attempts, they accepted the photos. Then they said I had to wait for an answer. I know that these process can take up to 14 days, the problem is that they blocked and my account and stopped to answer to any of my emais i send, I've sent up to 3 emails asking if any more information was needed and I didn't get any more response, so I decided to call them and they told me that I had to wait now for verification and that if it took a week it was too much , can you help me?

When they block my account, they remove some money of it, i think it was the profits, because i had a little more than 400, and now my account is 198,18 euros.

Dear FJRB19,

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 in the past? 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

Hello, I have this account since 2018, then i took a break and started playing again this year, I'm not entirely sure if the verification was complete, but I've withdrawn some money from the account, including larger amounts, and I've only been asked for ID, and i play without bonuses.

Which games you’ve been playing (live casino games, slots, or sports betting), please?

slots

Thank you very much, FJRB19, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, FJRB19!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

FJRB19, it seems like we are establishing contact with the casino. Meanwhile, have you received any new information regarding the account closure?

FJRB19, could you, please, provide me with the ID of your casino account?

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.