BETWINNER Casino - Player's withdrawal is delayed due to ID requirements.

my account ID is 477373141 i have been using betwinner for over 2 years now with no issues, not until recently i deposited some money and placed some bets. won some, lost some. i did not use any bonus. i made a first withdrawal and it worked. upon trying to withdraw later on, i was asked to email the security department. i have been patient with them and sent them all documents they asked for including my bank account statement which shows the evidence of my recent deposits. now they are asking for national ID card and drivers license which i don't have. they already have my foreign passport and residence permit card. why will they be asking for 3 different ID documents from me? i have made a research online and seen that this is what they do to every winning customer. this is simply not fair.

Dear tuanoreahsi00,

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.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your player profile filled with accurate personal information that is identical to the information on your documents?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino security department? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.