The player from Brazil is experiencing difficulties withdrawing their winnings due to ongoing verification. The complaint was closed as the player did not wish to continue resolving the complaint.
BETWINNER Casino - Player’s struggling to complete account verification.
Amount: 174 R$
BETWINNER Casino
Safety Index:Below averageSafety Index
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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
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3 years ago
Translation
I played a few casino games, then moved on to sports games where I played a lot of games. Then I asked for withdrawal, but all forms of sending my documentation were rejected. Examples: photo taken with a cell phone, pc screen shots with documentation. And now finally after I said I was going to complain on the Brazilian site COMPLAIM HERE - they block my e-mail sending and classify it as spam so I can't finish sending the documentation. On the site itself, when I try to withdraw, a message appears saying to send documentation, but I don't like you, because they reject the sending of emails. This happened to me with MELBET, but they soon gave me back my money, now BetWinner has taken over my money.
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3 years ago
Dear traderfeliz,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been advised what specifically seems to be a problem in verifying your account?
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
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3 years ago
Translation
Okay. I don't have much to add. I'll just repeat.
ALL WAYS OF SENDING DOCUMENTS I DID. IT OCCURS THAT BETWINNER didn't accept any, so I don't know what to do.
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3 years ago
Thank you very much, traderfeliz, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello traderfeliz,
I'm Nick and I'll be assistin you in your issue from now on. I want to apologize for a little longer waiting time as we are experiencing many complaints. I would like to ask Betwinner Casino to join us and help us resolve the player's issue.
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3 years ago
Hello,
Dear customer, to resolve the issue, please indicate your gaming account number. The current player ID is not valid for your request to be processed.
Kind regards, Betwinner.
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3 years ago
Dear customer, according to the T&C should the bookmaker’s Security Service have any concerns about the bettor’s identity or their personal details (address, credit or debit card, other data), they are entitled to request any documents from the bettor substantiating their identity or other submitted data at the bookmaker’s absolute discretion, as well as to cancel any payments until all such details are verified. We request a transaction document of the payment linked to your gaming account via email address: security@betwinner.com
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3 years ago
Hello!
Dear customer, you are to provide us with the transaction document of your deposit (-s) that you made to your gaming account and send it to us via e-mail: security@betwinner.com
Kind regards, Betwinner.
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3 years ago
Translation
The receipt is this one extracted from my account at Caixa Econômica Federal, you better be more honest (if you have this gift) and say "we will no longer return YOUR MONEY". And presto, the non-refund of this amount on your part will never change my character as a sincere man. You can keep the money, I'm not a millionaire because my wealth is called HONESTY, For me this dispute is closed. And please explain to me how I close this Account with you or my registration. Do me this big favor.
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3 years ago
Hello!
Dear customer, by making a registration on our website you agreed to follow our T&C and you are responsible for knowing and following them. No withdrawals can be made during the verification. To make a withdrawal, you should provide us with the transaction document of your deposit (-s) that you made to your gaming account and send it to us via e-mail: security@betwinner.com
Kindly note that the account is blocked after staying inactive for 3 months.
Kind regards, Betwinner.
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3 years ago
Dear Betwinner Casino,
Is the screenshot showing the payment sufficient? Is it needed to be sent on the given e-mail address by the player or you require a document also showing his name/address to prove that the payment was made by him?
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3 years ago
Hello,
Dear Nikolas, we appreciate your attendance to help us to resolve the issue. To complete a verification of the gaming account, we request a full screenshot or a photo of the transaction document showing name/address for the approval via email: security@betwinner.com
Kind regards, Betwinner.
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3 years ago
Dear traderfeliz,
The screeshot you are providing to us is unfortunately not enought as a proof as it doesn't show your name/address or any personal information which could prove that the payment was made by you. Could you please try to ask from your bank a statement of your account showing that one concrete payment to the casino?
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3 years ago
Translation
I find this conversation interesting.you can't control the payment I made and can't compare the date and amount of my payment. Do you accept a copy of the ATM statement? If you don't accept it, I'm very grateful to Casino Guru. As for you, you are just appropriators of other people's money, to say the least.
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3 years ago
I hope the casino will accept your ATM statement but even if not we will try to come up with a different solution as it would be pitty to leave the money in the casino if you are eligible to get them.
I would like to ask the casino now to react to the player's last respond.
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3 years ago
Translation
OK, Casino Guru. If the answer is no that I believe will happen. I'm already forwarding to Casino Guru to let me know how I end this mediation of yours, because as a sincere man I am already ashamed to have put Casino Guru in this mediation. I'm waiting, and in front of me I'm already very grateful to Casino Guru, this attitude of Casino Guru is priceless.
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3 years ago
Hello,
Dear customer, we request bank account statement mentioned with an account holder showing that transaction (-s) were made to our company. The document is valid with a signature and stamp of the issued bank or you can provide us with a PDF report of this document from your bank account and send it to us via e-mail: security@betwinner.com
Kind regards, Betwinner.
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3 years ago
Hello,
Dear customer, kindly note that verification can take up to 72 hours from the receipt of the documents via email address.
Kind regards, Betwinner.
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3 years ago
Deat Betwinner,
Could you please confirm that you have received the PDF document from the player and if it was accepted as a verification document?
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3 years ago
Dear Nikolas,
Unfortunately, we have not received any documents from the customer yet.
Kind regards, Betwinner.
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3 years ago
Dear Betwinner,
As it is shown in the last from the player, the proof should have arrived to you almost a week ago. Could you please check it again and confirm that the document was received by you?
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3 years ago
Dear Betwinner,
We haven't receive a respond from you since our last request. Please note that if you will fail to provide any answer within the next 7 days, the complaint will be closed as unresolved, which may lead to casino's rating deduction.
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3 years ago
Hello,
Dear Nikolas, we are still waiting for the requested documents via e-mail address for the verification to be completed.
Kind regards, Betwinner.
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3 years ago
Hello!
Dear customer, we are sorry to hear that.
Kindly note that the bookmaker reserves the right to request any documents required for such verification to be completed.
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3 years ago
Dear traderfeliz,
Are you sure that you have sent the document in the right format providing all the necessary information? Also I would like to ask the casino to specify what document is still exactly needed from the player?
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3 years ago
Translation
Yes, first I sent an image in JPG, they didn't accept it, then they asked me in PDF taken from my Caixa Econômica Federal account, that is, a file of my extract where it shows the deposit I made via PIX.
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3 years ago
I will now set the timer for the casino until they can specify what is still needed for verification.
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3 years ago
Hello!
Dear Nikolas, as was mentioned we request bank account statement mentioned with an account holder showing that transaction (-s) were made to our company. It should be a PDF document from the personal account or the document with with a signature and stamp of the issued bank via e-mail: security@betwinner.com
Kind regards, Betwinner.
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3 years ago
Translation
Friends of Casino Guru, can end this demand, this demand of them not even the American Central Bank requests. This company is a tumult of lives. leave that meager money for them to buy from candles. It's closed by me.
Just a little note, if an entity like the federal savings bank gives you the freedom and the right to access your account, withdraw a statement for you to send wherever you need to. Requiring a stamp manager's signature is all a joke at Betwinner.
My intention stated above is confirmed.
If the Casino Guru wants to send me some email they can send me, but nothing that is connected to Betwinner.
CASE CLOSED
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3 years ago
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Casino Guru, you won't believe what happened. In view of my desire to end this squabble with Betwinner, here's what I've done. I had a value of BRL 176.00 in a Betwinner account, so I thought, well I'll bet this whole amount, then I made 3 bets totaling BRL 176.00 without any analysis, do you know what happened? I won all of them, now I have 300.00 at Betwinner, and to top it off I found out that I have an Inovapay account which is precisely a payment method mentioned in some of the emails sent to me by Betwinner. Not only that, this Inovapay also includes the amount I deposited with Betwinner, as well as on my Caixa Econômica Federal statement. Already send information and copies of documents of this transaction via Inovapay to Betwinner. Now let's see if this novel ends.
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3 years ago
Dear traderfeliz,
Please let us know if there will be any update regarding the documents. The casino can also let us know wheather they are satisfying or not.
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3 years ago
Hello,
Dear customer, we received successfully the documents from your mail.
To complete the verification, please provide us with your selfie holding an identity document. Kindly note that conversation of the security department should be visible in the background of the picture. Please send it to us via e-mail: security@betwinner.com
Kind regards, Betwinner.
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3 years ago
Translation
I've already sent how much the visible image does not have a mobile phone q takes it more visible than the current one. I'm not even going to buy a device to take a picture of the conversation that you guys demand, because you don't want to return my money. And more now that the value has increased.
Before it was documents from Inovapay.now after I sent it, it has already changed to other requirements that never ends.here in Brazil.we call the person who doesn't pay their bills VELHACOS.Don't think I'm going to use flattering education for you guys to pay me.
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3 years ago
Dear traderfeliz,
Is there any update regarding the verification? Could you send them some kind of photo with higher quality which was sufficient for the casino?
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3 years ago
Translation
Unfortunately not. I forgot to mention that I have been in internet business for over 10 years, including Forex, binary options. Until today I have never had difficulties like that of Betwinner. These demands of them do not exist anywhere on the planet. It's because they don't want to pay. The last photos I sent I had to take with a borrowed iPhone to be able to send some good quality photos. I am very grateful to Casino Guru for this work but never mind. The individual, when he is unfaithful in little, is also unfaithful in much. And that's what Betwinner is.
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3 years ago
Dear traderfeliz,
In this situation I think the best solution would be to make that photo of higher quality. I understand that it may be unfair but as long as the casino requires it and the current one is not satisfiying, nothing else can be done. Every casino has different policy and may or may not accept the documents.
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3 years ago
Dear traderfeliz,
Based on the above mentioned fact and that the verification won't continue, we will be now forced to reject the complaint. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you. Also if you would like to continue resolving this case, feel free to e-mail us.
Best regards,
Nick
Casino.guru
