The player from Portugal had his winnings from sports betting confiscated and account blocked. We rejected this complaint as it was sports betting related.
BETWINNER Casino - Player’s account has been blocked.
Amount: €250
BETWINNER Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.5
BETWINNER Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
good night
I always made deposits and withdrawals without any problem until the past 28th of November 2021. I tried to make a withdrawal and it was refused. I communicated with Betwinner live chat who asked me to send photos of my citizen card to their security service email. They never replied. I got in touch again with live chat and this time I was asked to send my Neteller account history. They never responded. I got in touch again and they asked me to take a selfie holding my citizen card. I always sent everything that was asked of me. Today I received an email from their security service saying that they had closed my account and kept my money (around €250). And from what I can understand they accuse me of having influence on the result of a football game between Belenenses and Benfica of the Portuguese Football League!!! Perfectly unreasonable and hilarious.
My account at Betwinner.com is 96614013
Can you help please?
Automatic translation:
Public
Public
3 years ago
Dear Jose Herculano,
Thank you very much for submitting your complaint. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru.
Please let me know how you would like to proceed. Thank you very much for your understanding.
Best regards,
Petronela
Public
Public
3 years ago
Dear Jose Herculano,
We are extending the timer by 10 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
Public
Public
3 years ago
Translation
Good afternoon
Betwinner is also an online casino. I don't understand why they want to reject my complaint.
Automatic translation:
Public
Public
3 years ago
Thank you very much, Jose Herculano, for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.
I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future.
As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.
I contacted the casino requesting more information and will continue our communication via emails.
