BETWINNER Casino - Player's withdrawal blocked due to document validation issues.

I am using betwinner from last month, initially no KYC option was showing in withdrawal section but when I won more than Ra. 5000. They have disabled my withdraw funds option.

After reaching them, betwinner said to provide documents (aadhaar Card and Election Identity) so i expressed my situation to the betwinner executive and agreed on only aadhaar card but today when I going to share my aadhaar card they again demanding election's card which I don't have. Therefore I'm requesting to take strict legal action against betwinner as they scam with player s winning amount.

Dear mayanka5000,

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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Do I understand correctly that verifying your identity is the only issue in completing account verification in the casino?
• Has the casino explained to you why your Aadhar card wasn't sufficient?

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,

Tomas

Could you please list which documents you have already provided and when exactly did you send the last one?

First of all betwinner doesn't ask for KYC and also I have researched on google and found the same scam was conducted by betwinner once player wins good amount. They are not taking KYC now even not replying at all.

Do I understand correctly that verifying your identity is the only issue in completing account verification in the casino?

Yes it's seems

Has the casino explained to you why your Aadhar card wasn't sufficient?

Not responding initial they were ready to complete KYC with aadhaar card but today they have changed their mind and trying to consume my funds.

Please send me your correspondence with the casino regarding the issue. My email is tomas@casino.guru

Dear mayanka5000,

the document you included is password protected.

Have you sent this document to the casino, ether unprotected, or have you provided a password for the casino to open the document?

Thank you for your message.

When have you sent the casino the required documents that were not password protected? Was this document later approved?

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

From the instructions the casino sent you, there should be your conversation with the casino support visible on the selfie. Make sure to take the photo next to your computer or with your phone in your hand(you'll have to use a different device to take the photo)

I'll await news from you.

Casino is replying in a template format, they are just doing copy/paste.

Thank you very much, mayanka5000, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear mayanka5000,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BETWINNER Casino representative to join this conversation.

Dear BETWINNER Casino,

Could you please specify, what is the problem with the player's verification process?

Thank you in advance,

Mirka

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.

Please take strict action against this fraud casino platform.

Dear mayanka5000,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of BETWINNER Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear mayanka5000, please check the following e-mail we've received from the casino:

"Upon checking the case, we have discovered that on February 13, our Security department specialists requested that the player send a photo of the player holding their identity document (the one that the player mentioned in their Personal Profile) near their face, also demonstrating the mailing with our Security department (opened on their mobile device or computer). 

However, a blurred photo was provided by the player, which made our specialists request a new photo of higher quality in order for our Security department specialists to accept it for verification. The requested photo has not been provided up to date.

Thus, in order for the verification procedure to move forward, the player is to provide our Security department specialists with the requested photo of higher quality. The player's face, the data of the document, and the text of the mailing should be clearly visible and readable in the same photo. "

Would you be able to provide the photograph as requested by the casino?

Dear mayanka5000,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.