The player from Brazil has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
BETWINNER Casino - Player’s winnings haven’t been received yet.
Amount: €400
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
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Dear CASINO GURU team,
I am writing to request your intervention with an issue I am currently facing with BETWINNER Betting House. As a loyal client, I have generally had a positive experience with BETWINNER, thanks to their payment options, interface, among other factors. However, I've recently encountered an issue when attempting to withdraw my winnings.
On the 4th, I deposited an amount of 152.93 EUROS and was able to increase my balance to 400.49 EUROS. When I tried to withdraw my winnings, my request was denied stating that bets should be at 1.1, even though my profit was obtained in a game with this option. I contacted the support, and they promptly approved the withdrawal, but the approval only appears on the site and the money is never transferred to my INOVAPAY digital wallet, which I have always used.
BETWINNER claimed that I should wait for the wallet’s processing time, which is 24 hours within the betting house. Despite waiting, nothing happened, and after exceeding the 24 hour period, the withdrawal was denied again. This situation repeated itself on the 6th and 7th, with the same process being repeated.
I tried to contact BETWINNER via phone and email (they never respond to emails except to notify that the withdrawal has been returned to my BETWINNER account), but the responses are always the same: they say they will take the case to a specialist or ask me to wait. Yesterday, they stated they would contact INOVAPAY to check my case with them, but prior to that, they asked me to get directly in touch with INOVAPAY. I did so, and INOVAPAY confirmed that this is an issue with the betting house and that my account is not blocked.
The errors that appear when I try to withdraw are: "Cannot withdraw funds from request № 1695701575 in the amount of 400.49 EUR, (2450…44). (Denied by operator. (Payment processing error)" and "Cannot withdraw funds from request № 1698640577 in the amount of 400.49 EUR,. (The security department reserves the right to decline withdrawal requests if the deposit(s) or withdrawal amount(s) do not match the bets made (to be able to withdraw funds the deposit amount must be fully wagered on bets with odds of at least 1.1). The criterion for approving the withdrawal is the value of the bets made within the deposit in question.)"
This money is critically needed in my pocket for personal reasons. I have always liked BETWINNER and honestly did not expect this from them, as they have always portrayed credibility. Could I have been mistaken? Is BETWINNER not going to allow me to get MY money?
I urgently request that the CASINO GURU team mediate this issue with BETWINNER Betting House.
My latest withdrawal request currently stands at: № 1701541243.
Sincerely, Moisés Veloso da Silva.
Automatic translation:
Public
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1 year ago
Dear moisesveloso,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
OK thank you! I will wait for the stipulated days and come back here to give an opinion.
Automatic translation:
