The player from Peru had been using the casino for several months. However, when he attempted to make a withdrawal in September, he was asked for cumulative verification, even requiring documents to be physically mailed twice. After he provided the requested documents, his account was blocked. The player had provided all requested documents in a timely manner and in the correct format, but the casino had continued to request more verification, including a video call on Skype and additional forms. Despite the player's compliance, the casino had failed to verify his account and enable his withdrawal. We had attempted to mediate the issue by contacting the casino, but received no response. The issue remained unresolved. We’ve reopened this complaint as per the casino's request.
BETWINNER Casino - Player's account was blocked after verification.
Amount: 5,441 S/.
BETWINNER Casino
Safety Index:Below averageWaiting for Casino Guru to reply
6d 11h 51m 48s
Case summary
Hello, I was using the casino normally for several months, but the problems started when I wanted to make a withdrawal in September. They asked for verification, I sent the documents but each time they demanded more, to the point of requesting that I send documents physically through postal mail. I have already sent documents through postal mail twice, which takes a very long time. The worst part is that after sending them all the documents, they blocked my account and now I can't use it at all.
Dear ernestogabrielangel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please specify which documents you provided via postal mail and when exactly you sent them for the last time?
Have you provided all the required documents as soon as possible and in the correct format?
Have you received any explanation from the casino about the reason your account has been blocked? Is it blocked temporarily or permanently?
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
Veronika
Hello Veronika,
First I was asked to email the following:
- Photo of my ID.
- Bank statement.
- Selfie with my ID and the conversation with the casino.
- Light bill.
- Proof of deposits made to the casino.
After sending that my account was blocked, I always sent what they requested and in the correct format, when I contact the casino they only say that the security department is in charge of the verification and that they can't do anything, when I write to them They tell the security department to follow the instructions and continue sending what they ask for.
In October they asked me to send the following documents by postal mail.
- Photo of my ID
- Proof of deposits made to the casino.
I had already sent both documents by email as I mentioned before, so I didn't understand why they were requesting the same thing again.
After that they asked me to email photos holding a piece of paper where I wrote a code, then they asked me to video call on Skype, then to fill out forms, to which I completed everything they asked for.
In the month of December they again asked me to send by postal mail the form that I had previously completed online. Until now I have not received any response.
I don't care if they let me play at their casino in the future, all I want is for them to let me withdraw my money, I didn't break any rules so I don't understand why they refuse to verify my account.
I hope you can help me, thank you.
Thank you for the thorough explanation. Before we move forward with your case, please send me all the relevant communication between you and the casino regarding your verification. My email address is veronika.l@casino.guru.
I sent you the emails I received from Betwinner and the communication with their chat where they only tell me to wait for more instructions.
I would like to speak to someone from the Betwinner security department so they can give me an explanation of all this, sending emails is impossible because they only tell me to follow the instructions and send the documents. It seems like this is never going to end.
Thank you very much, ernestogabrielangel, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.
Hi ernestogabrielangel,
I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.
I'd like to invite BETWINNER Casino to join this conversation and participate in the investigation.
Can you please provide us with any reasons for the delay in the completion of the KYC procedure which caused the problem with the withdrawal request for the player?
Thank you.
Best regards,
Tomas
Casino.Guru
Hello Tomas,
I think Betwinner is not going to respond because they have no reason to do all that, they will just ignore this, it just seems like a scam in every way.
They informed me by postal mail that the documents I sent on December 12 would be returned to me since Betwinner never came to collect the documents, I wrote to their email and they do not respond, making it impossible for them to verify my account.
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.
We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.
We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter. Should there be any developments or if you require further support, please do not hesitate to reach out to us.
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Casino's additional comments:
Dear all,
All the circumstances of the case have been thoroughly assessed.
Presently, the player is expected to undergo a video conference as a part of the identity verification process. The outcome of the video conference can be provided to the customer within 5 working days after a video conference takes place.
Thus, the player is to log in to their gaming account to get familiar with the current instructions.
Best regards,
Betwinner
Thank you very much, BETWINNER Casino Team, for getting back to us.
Dear ernestogabrielangel,
- Could you please inform me about any further developments?
I will be waiting for your message patiently.
Thank you.
Hello Petronela,
This is the second time that Betwinner has asked me for a video call via Skype, the first time we had already agreed on a date and time, when the day arrived they told me that it had already happened correctly and that it was no longer necessary, it seemed like they were just playing with it and they also told me They asked me to send selfies, fill out forms, and send the forms by postal mail.
Now it turns out that they are requesting a video call again? I tried to schedule the date and time from their website but it is impossible, all the schedules are busy, they should be the ones who schedule the date and time. It seems like a never-ending problem.
Thank you, ernestogabrielangel, for the update.
Dear BETWINNER Casino Team,
- Can you please provide the precise date, time (including time zone), and the preferred platform (Skype, Zoom, or another option) for the verification call?
Thank you very much in advance.
Dear all,
We kindly ask that the player report their video conference scheduling issue to our Security department's email address, specifically to the thread #5043079. Our specialists will provide the player with assistance as needed.
Best regards,
Betwinner
I already made the video call, they told me that in 4 more days they would send me the result of the verification.
Perfect. Please keep me posted about any updates.
Looking forward to hearing from you.
Hello Petronela, I received this response from betwinner:
Good day. We inform you that we made the decision to suspend any cooperation with you (close your gaming account) on the basis of the General Terms and Conditions of the bookmaker:
The bookmaker reserves the right to close a betting account immediately and void any bets placed there if the bookmaker establishes that:
- when the bettor placed the bet, he had information about the result of the corresponding event;
- the bettor was able to influence the result due to his participation in the match (athletes, coaches, referees, etc.) or because he acted on behalf of the participants;
- the bets were placed by a group of bettors who acted in concert (like a syndicate) to exceed the limits set by the bookmaker;
- a bettor has several betting accounts (multiple registration);
- the bettor is suspected of using special software or hardware that facilitates automatic betting;
- unfair means were used to obtain information or circumvent the restrictions imposed by the bookmaker.
In the above circumstances, customer account balances will be refunded upon completion of the investigation. The balance will be calculated excluding the unfair profits generated. The bookmaker reserves the right not to refund the bettor for service charges imposed by payment systems when depositing and/or withdrawing money from the BETWINNER account.
The decision was made after a rigorous investigation of the case by the Department of Security.
We ask that you do not create gaming accounts with The Company.
Due to the fact that your actions have been recognized as a flagrant violation of our Company's T&C, the decision to suspend any cooperation with you was final and is not subject to further appeal.
All additional questions related to the blocking case from your end will be ignored.
With this I confirm that they are scammers, after 7 months sending emails, getting documents, spending money sending by postal mail, they say they will close my account.
I read everything carefully and I did not violate anything that the casino mentions that they only mention assumptions, I would like to obtain proof of the violations that I committed since I did not do anything that violated their terms and conditions, I did not care if they blocked me, which I am. I'm looking for my money back, I hope you can help me.
Hi ernestogabrielangel,
I'm sorry to hear that the verification call didn't resolve your issue.
- Could you please advise which games you’ve been playing (live casino games, slots, or sports betting)?
Thank you.
I played live casino and also sports betting.
Dear ernestogabrielangel,
We appreciate your prompt response. However, after reviewing your clarification regarding the nature of the issue, we regret to inform you that we are unable to provide assistance in matters related to sports betting.
We sincerely apologize for any inconvenience this may cause. While we regret that we cannot resolve your case, please know that you are welcome to contact us regarding any concerns with other casinos in the future. Unfortunately, at present, we do not have a dedicated department for handling sports betting disputes, and therefore lack the necessary expertise to proceed with your complaint. I truly wish we could offer more assistance.
In light of this, I recommend reaching out to the Licensing Authority for further support. You can contact Curaçao Antillephone N.V. (ANT) at complaints@gaminglicences.com. Please feel free to let me know if you require any assistance in filing an official complaint.
Thank you for your understanding.
Casino Guru is examining the case
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