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I've had R$800 withheld at BetWinner since February 28th. They always send the same message asking me to wait, but there's a problem: I know two people who have been waiting since January and so far they haven't resolved it. What do you mean more than two months for a check? In addition, there are several other complaints about this type of situation.

I've already sent a photo of my ID (front and back), proof of address, a selfie, proof of deposit and so far nothing. I need my money and they just won't say anything. My ID: 1170675543.

Estou com R$ 800 retidos na BetWinner, em verificação desde o dia 28 de fevereiro. Eles sempre enviam a mesma mensagem pedindo para aguardar, mas tem um problema: conheço duas pessoas que estão nessa espera desde janeiro e até agora não resolveram. Como assim mais de dois meses para uma verificação? Além disso, há várias outras reclamações sobre esse tipo de situação.

Já enviei foto do meu RG (frente e verso), comprovante de endereço, selfie, comprovante de depósito e até agora nada. Preciso do meu dinheiro, e eles simplesmente não dizem nada. Meu ID: 1170675543.

Dear bgbet,

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

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

• Could you please advise how long have you been a player of the casino?
• How did you learn about the reason for the restriction of your account?
• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)
• Did you achieve your winnings with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1. Since when do you play at the casino?

- Since the day I was blocked. I was blocked shortly after simply depositing.

2. How did you find out why your account was restricted?

- I can't access the games, nor can I deposit or withdraw. When I tried to enter the casino game, the message "game unavailable" appeared. I was informed via chat that my account had been blocked and that they needed photos of my documents.

3. What games did you play to accumulate your winnings in the casino?

- Live casino, mainly Baccarat, but I didn't even win much.

4. Did you get your winnings with the help of a bonus?

- I didn't select any bonuses, I just deposited and wagered.

1. Desde quando você joga no cassino?

  - Desde o dia em que fui bloqueado. Fui bloqueado pouco depois de simplesmente depositar.  

2. Como você soube do motivo da restrição da sua conta?

  - Não consigo acessar os jogos, nem depositar, nem sacar. Quando tentei entrar no jogo do cassino, apareceu a mensagem "jogo indisponível". Pelo chat, fui informado de que minha conta foi bloqueada e que precisavam de fotos dos meus documentos.  

3. Quais jogos você jogou para acumular seus ganhos no cassino?

  - Cassino ao vivo, principalmente Baccarat, mas nem ganhei muito.  

4. Você conseguiu seus ganhos com a ajuda de um bônus?

  - Não selecionei nenhum bônus, apenas depositei e apostei.

Thanks for the explanation.

Have you registered more than one account in the casino?

Please let me know

Sim.

Please understand creating multiple accounts is prohibited.

If your previous accounts were closed and you decided to create another one, this is a clear breach of the casino's rules, in which case we won't be able to help.

Creating multiple accounts in any online casino will cause your winnings will be confiscated and newly created accounts will be closed.

Please let me know whether I understood the situation correctly.

Thanks in advance for your reply

Dear bgbet,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.