BETWINNER Casino - Player's ID verification is rejected by the casino.

Dear Fns014,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your ID seems to be the only obstacle standing between you and successful verification? Have you provided any other documents and have they all been approved?

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,

Kristina

They gave me the option to send either my identity document or passport, I don't have a passport... I don't understand why betwinner has access for those who are sending it using their CPF number, which is the same as the one registered on the platform. This issue is raised and becomes an obstacle. just so that the player doesn't have the right to take his money because I see that in all cases betwinner doesn't solve it, I always withdraw and deposit normally and I've never had this problem now I face it, you can understand that those who can make good money don't want to please continue using the platform..I came here as a last attempt to resolve it as there were tiresome attempts in vans to send a photo of the identity document and it's never good for betwinner..you soon know that betwinner doesn't care about resolving the issue because every time you send the documents they reject it

Thank you very much for your reply, Fns014. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Fns014,

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.

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.