The player from Peru had reported an inability to withdraw winnings from Betwinner because the casino had accused him of having multiple accounts. Even though he had provided all requested identification, they only allowed him to withdraw his initial deposit. The player had confirmed that he was betting on sports and didn't use any bonuses. However, we had explained that we lacked the necessary insight to mediate in issues related to sports betting and thus, we couldn't evaluate his case properly. We had offered to provide a list of websites that might have been able to help him with his issue. The player accepted this offer and the complaint was closed.
BETWINNER Casino - Player's winnings confiscated over multiple account accusation.
Amount: $649
BETWINNER Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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9 months ago
Translation
GREETINGS TO ALL, I WISH TO FILE THIS COMPLAINT SINCE THE BETWINNER BETTING HOUSE CANCELLED ALL MY BETS STATING THAT SUPPOSEDLY I HAVE A DOUBLE ACCOUNT. HOWEVER, THIS IS NOT TRUE. BUT WHEN I INITIATED THE WITHDRAWAL PROCESS, THEY INSTRUCTED ME TO SPEAK WITH THE SECURITY DEPARTMENT. THEY REQUESTED MY IDENTIFICATION, AND I SENT THEM EVERYTHING THEY ASKED FOR. STILL, THEY RESPONDED THAT I COULD ONLY WITHDRAW THE DEPOSITED AMOUNT AND THEY KEPT THE WINNINGS.
Automatic translation:
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9 months ago
Dear ADRIANC2803,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BETWINNER Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did the casino inform you about the accusations against you?
- What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
The playing time was one week in May 2023, they informed me by email from the security department, they were sports bets but the problem is not the sports bets, but the double account, which is false, my account is unique, there was no other and there was no other use no bonus.
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9 months ago
Thank you for your reply, ADRIANC2803. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if you only focused on sports betting.
Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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9 months ago
Translation
Okay, thank you very much for your time. It's good to give me other pages so I can continue with the case.
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9 months ago
Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.
Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
