BETWINNER Casino - Player's KYC verification process has been delayed.

They asked me to complete the KYC since the 8th, I have my mobile number and email verified, I sent my documents and after 72 hours, I received no response. I had to reach out to support only to be told there was an issue with the size of the images of my ID. I sent them again and after another 72 hours, during which I still didn't receive a response from the KYC department, I reached out to the support team who told me I have to wait. However, the 72 hours they set to respond have already passed. Honestly, this is a poor casino if they tell me and I do everything from the start and I don't put my money in it, they're thieves to tell the truth.

Hello venecolover2000,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with xxx Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Good afternoon, how strange the casino explicitly says "The Security Department examines applications in order of queue. Wait for the response from the time you send the email up to approximately 72 hours", since Thursday, January 8, 2024 I sent the documents and still I don't see any response to my email from them, neither in spam nor in junk, so I don't think they will respond anymore, a friend of mine told me exactly the same thing, they delayed him saying that he sent the documents wrong and then They tell you that it was not approved and they do not return the money, tremendous casino, I already verified my email and cell phone number, they sent me some codes to verify both and I did it, I sent my ID and I am still waiting for a response, only until this week , but I see that they will not return anything to me and it is not a large amount for them but with that I live 15 days in peace, anyway, if you need images and so on, let me know that I have a capture of almost everything.

Hello venecolover2000,

As the recommended time frame is close to the end, can you please advise if there's been any update regarding your verification or payout? If still not, we will try to intervene.

Nothing has happened yet, they just tell me to send the documents again and the truth is I'm already tired of wasting my time, they will steal the money I see, and as I see that's why people stop following up because they get bored of not They solve absolutely nothing, that casino is disgusting to tell the truth and their support is the same, what if it were 1k or 10k dollars, honestly that's why people get bored, they never solve anything and they would rather lose their money than get angry with them,

DO NOT PLAY AT BETWINNER, A THIEF CASINO, WHICH NEVER SOLVES ANYTHING AND ONLY FUCKS YOU BY SENDING THE DOCUMENTS OVER AND OVER AGAIN SO NOT TO PAY YOU...

Thank you venecolover2000 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello venecolover2000,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BETWINNER Casino,

Could you possibly provide additional information regarding the verification status of the player and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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 at the request of BETWINNER Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

"Dear all,

Upon rechecking the case, we regret to inform you that the player failed to receive a response from our Security department since the Outlook domain may experience delivery issues. The player is therefore to use another email service provider for contacting our Security department specialists.

Unfortunately, the photos the player previously provided our specialists with can not be accepted for verification since the files do not meet the requirements of our specialists.

The player is expected to provide colored photos of their national ID card (both sides) or the main page of their passport.

It should be noted that the files should not be compressed (the size of a provided file should exceed 1 MB) in order for our Security department specialists to accept them for verification. Also, the player is to send the requested photos in JPEG format with the original file names (without editing them).

Thus, the player should send the requested files that meet the mentioned requirements to security@betwinner.com using another email service provider (not @outlook). For instance, the player may use a Gmail account to provide us with the requested photo.

Best regards,

Betwinner"

Dear venecolover2000,

Please proceed according to the instructions given by the casino and let us know here in the thread when you complete all the necessary steps. We will be waiting for your updates.

Dear venecolover2000,

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.