BETWINNER Casino - Player's withdrawal in limbo due to delayed verification.

I have 50000 Indian rupees in my betwinner account . I initiated withdraw but they rejected and said to submit documents . I followed up. Firstly they said to submit national I'd front and back I provided them then they said to send voter id then I sent them then they again asked to submit selfie with I'd card I also sent them but one week passed of giving all thing . But they are repeating it is in process wait for your turn . But one of my friend said they got verified in one hour . I think they are doing scam with me they don't want to pay me that's why my document stucked in verification . Please contact them and ask issue behind delay and say them to verify my account so I can withdraw my money because I don't want to play with such a scammer casino

Dear abhimdb1,

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

Could you please advise when exactly did you send the last one of the documents?

If there is any communication between you and the casino, please forward it to my email at tomas@casino.guru

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

Sir ganerally it takes 1 hour to verify kyc beacause lots of my friend did this same day they got verified within a hour . But I submitted last document one week (7 days)ago but they are not verifying my I'd .please help me to get verified

Sir I think they are collecting documents and data's beacause sir today I got a mail you can read it .

You should make a selfie with a sheet of paper with a current date and code HV272 written on it.

Your face and all data should be clearly and fully visible.

Why I will send this selfie bescuse I alredy provided them selfie with I'd card +background of mail by security department and that was accepted but now every after three days they are asking for a new document .

I proveded them my adhar card, voter id address proof , electricity bill,selfie with adhar + security department mail all are accepted but they keep asking other documents now they saying to write HV272 and make selfie ,but I don't know why HV272 it can put me in trouble

I m afraid . I don't understand meaning of this code because it can put me trouble . Beacause I alredy provided them lots of selfies and that was accepted alredy then why they are asking files again and again .with some changing in their demand

Thank you for the explanation.

If you have been asked for a selfie with ID documents and additional documents in the picture at the same time, 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

I would recommend you submit the selfie in the way the casino is asking you to and let me know about the result. Thank you in advance for your reply.

Dear abhimdb1,

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.