BETWINNER Casino - Pelaajan kotiuttaminen viivästyy henkilöllisyysvaatimusten vuoksi.

my account ID is 47*****41 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.

hello Tomas, thanks for your reply. the answer to your follow-up questions are yes, and i have sent a pdf of the chat transcripts to your email.

i also attached screenshots here

Thank you very much, tuanoreahsi00, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, dear Branislav,

All the relevant data has been checked.

Presently, our Security department specialists are expecting to receive a selfie with the specified code from the player.

Best regards,

Betwinner Team

selfie duly sent. waiting for feedback from the casino

i could finally withdraw my funds. thanks for your help!

Greetings all,

What great news!

Thank you, tuanoreahsi00, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Thank you, BETWINNER Casino team, for your help and cooperation! We highly appreciate it!

Best regards,

Branislav, Casino.guru