BetterWin Casino - Player’s account is closed and funds are confiscated.

I deposited 900 USDT at Betterwin Casino. My account was blocked, and my winnings were confiscated. Support confirmed via email that my original 900 USDT deposit would be refunded.

It's been over a week since that confirmation with no refund and no clear updates, just repeated replies saying it's "still under review."

I'm filing this complaint because I've done everything asked and just want my original 900 USDT deposit back, as the casino itself confirmed I'm owed.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetterWin Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? Which one?
• Were you asked to verify your identity and account? Which documents were you asked to provide?
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, here's the info:

I created the account and made an initial deposit of 900 USDT. I got a 100% bonus on that first deposit, played slots, and reached a balance of around 1,300. I made a withdrawal request, and 3 days after creating the account, I got banned. Support told me via email they'd refund my initial deposit, but it's been over 10 days now and all I keep getting are automated responses saying my case has been "escalated."

I'll send over the email/chat transcripts with the casino screenshots here.

Hello ? 16 days and still no answer from Betterwin

Thanks for your reply.

• Were you asked to verify your identity and account? Which documents were you asked to provide, if any?

You wrote:

I'm filing this complaint because I've done everything asked

• What did the casino ask for from you?

Please let me know.

They asked me to verify my account with my ID documents and a facial scan, the typical Sumsub KYC process

Hello

Dear josemati,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear josemati,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BetterWin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BetterWin Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello, The casino has told me now via email that my balance will be adjusted to my initial deposit amount of $900.

However, they are now saying that before I can withdraw the $900, I must wager it three times, meaning I have to wager a total of $2,700.

I don't understand why I am required to wager my initial deposit three times. This is my deposited money, not a bonus, and the casino itself has confirmed that the balance is being adjusted to my original $900 deposit.

They say this requirement is based on their Terms and Conditions. I would like Casino Guru to clarify whether the casino can require me to wager my own deposited funds 3x before allowing me to withdraw them.

Hello everyone,

Thank you for inviting us to respond to this complaint.

Following a review by the relevant department, we determined that the player’s activity breached Clause 10.2 of BetterWin’s Terms and Conditions, which addresses fraudulent, unlawful, dishonest, or improper activity.

After reviewing the account, we decided to cancel the bonus associated with the player’s deposit while leaving the qualifying deposit in the account.

Under Clause 6.6 of our Terms and Conditions, a 3x deposit wagering requirement applies to players in LATAM countries. The player may request a withdrawal once that requirement has been met.

We are willing to provide Casino Guru with the relevant findings and account records through a private channel so that the team can review the basis for our decision.

Kind regards,

BetterWin Team

Hello everyone,

Thank you for the explanation, BetterWin Casino.

Dear josemati,

I understand your concern regarding the 3x wagering requirement on your original deposit.

It is worth mentioning that in the online gambling industry, wagering requirements can sometimes apply to deposits even when no bonus is involved. This is not necessarily a bonus condition and can be related to Anti-Money Laundering (AML) measures, as casinos may have rules intended to prevent their payment systems from being used simply to deposit funds and immediately withdraw them.

In this case, BetterWin Casino has stated that the 3x deposit wagering requirement applies to players from LATAM countries under Clause 6.6 of its Terms and Conditions.

Dear BetterWin Casino,

Thank you for the explanation. Please feel free to send me the relevant findings and account records regarding the case by email at samuel.s@casino.guru, so I can review the information privately.

I’ll review the provided information and proceed accordingly.

Thank you for your cooperation.

Dear Casino Guru,

We have emailed to you a more detailed explanation regarding this case in order to find the best solution possible.

Thank you once again for your attention and help.

Hello everyone,

Thank you, BetterWin Casino, for the additional information provided by email.

According to the information in the email, the player’s original deposit was retained, and after completing the required wagering, the player made a withdrawal of 425 USDT.

Dear josemati,

Could you please confirm whether you have received the 425 USDT withdrawal?

If you have received the funds, please also confirm whether this means that the issue has now been fully resolved and whether I may consider the complaint resolved.

Thank you both for your cooperation.

Dear josemati,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru