BETWINNER Casino - Player’s struggling to complete the account verification.

Hello!

I would need some help.

Ive been trying to contact Betwinner for a while now and I can’t contact them. I called them and they don’t want to help me because my cellphone number isn’t associated to an account. The problem is, that I cannot receive the verification code to link my mobile number. I even contacted my provider 3 times to get it done manually but they are saying that they can’t see nothing coming in.. I tried to call again but the only response I’m getting is that they cannot help me if my number isn’t linked. I tried using the chat and I waited 1 hour with no response, I even tried to call back option and never got a call. I only deposited 500$ and just want to withdraw my 500, I don’t need the 1$..

I would need your help please.

Dear Ismaisma,

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.

Do I understand correctly that verifying your phone number seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good morning!

Thank you for opening the complaint :

Yes exactly, phone number cannot be associated, is it possible for Betwinner to help me do it?

I cannot seem to find the link to send me ID’s, I entered my ID # document, expiration date and issue date. But cannot do anything else.

if someone from Betwinner could contact me it would help, I was on the live chat yesterday and nobody was available for approximately 20 minutes

Thank you very much, Ismaisma, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Hello Ismaisma,

I will assist you with the complaint from now on. I'll contact the casino in order to learn more about the issue.

 I would like to ask the representatives of Betwinner Casino to join the conversation and assist us in its resolution.

Betwinner Casino,

Could you explain what can be done, so that Ismaisma can verify his phone number and complete the verification?

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.

Hey Casino Guru, thank you for the help, seems like Betwinner doesn’t really care.. haven’t even sent me a message or responded to calls. Guess I got scammed of 500$…

Hello Ismaisma,

We kindly ask you to contact the security department (security@betwinner.com) from the email address that's pinned to your player account with a request to unblock a withdrawal on your account.

Security department can ask for documents to pass verification.

Regards, 

Betwinner manager

Thanks to the Betwinner Casino team for their reply.

Dear Ismaisma,

Please, try contacting the casino's security department and let us know if there are any ways in which I might assist further if things don't go smoothly.

Hello all,

Thank you for the follow up, I just sent an email to security@betwinner.com and I will let you know when I have a response.

Hi Casino Guru, just want to update you, I sent my ID and Selfie with ID and email in the background of the conversation with Betwinner.

I am now waiting for security questions,

Hello Casino Guru,

Everything is sent, waiting for verification now,

Hello!

i just wanted to update everyone, I have to resend my IDs for some reason

Hello Ismaisma,

it seems the casino detected another account that belongs to you and is asking to verify the second account as well. Let me know how it went and if you need further help with anything.

Hey Tomas, I don’t understand I only have 1 account with them, I’m waiting for them to responded I sent my IDs again, will keep you posted

Thanks, Ismaisma.

It seems the casino doesn't treat it as an issue in this case. If it will in the future, we will request evidence from the casino about it. Keep us informed about any development.

Good morning!

I wanted to confirm that I finally received the money! Casino Guru you guys rock! Thank you for the help and happy holidays to everyone.

FYI - Tomas is the best!!

Dear Ismaisma,

That's great news! I am glad to hear that you received your withdrawal. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards, and happy New year!

Tomas

Casino.Guru