Home Complaints BETWINNER Casino - Player’s struggling to withdraw his winnings.

Amount: €991

BETWINNER Casino - Player’s struggling to withdraw his winnings.

4.3/10 Bad reputation Submitted: 14 May 2020 | Case closed : 29.05.2020
Our verdict

Player stopped responding

REJECTED

Case summary

47 days ago - 29 May 2020

The player from Spain had his account verified and withdrawal approved. Unfortunately, the casino claimed, that the preferred payment method is not available for withdrawals. We rejected the complaint because the player didn't respond to our messages and questions.

Written by Petronela
Casino analyst and complaint specialist
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I have tried to withdraw the money many times and they always deny me withdrawal. They tell me to talk to the security department and they say everything is correct once I have verified my documentation. I have entered by mastercard, I have tried to withdraw with the same card and they say that it is only possible by bank transfer. I have made several attempts and always denied. They give the option of PayPal, denied and say that it is not available and that it can only be withdrawn with the same form of deposit. I comment that you do not let me withdraw either by card or by transfer, now they say the problem is that the Santander bank is not available. If it is available to enter, but not to withdraw ... And if it has to be done in the same way as the deposit. How is that possible? And to do with another method I must make a previous deposit and bet the deposit and later withdraw the proportional earnings to each deposit. Which money I have from the Santander card deposit I cannot continue withdrawing.

Automatic translation
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Dear Borja,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Could you please advise if this were your first attempt for a withdrawal or you’ve received payment before? If you’ve been offered an alternative way to withdraw your winnings, I’d recommend following the instructions. Please understand, that a variety of the payment methods is not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation and contracts with the payment providers, all have a major influence. However, I believe we will be able to help you to resolve your problem as soon as possible. Please let us know if this advice was helpful. If not, we will intervene. Looking forward to hearing from you.

Best regards,

Petronela

 

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Dear Borja,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.