BETWINNER Casino - Pelaajan kotiutus on viivästynyt 8 kuukautta.

Hello,

I am a member of Betwinner with account number 139501101.

On 13 January 2025, I requested a total withdrawal of 200,000 TRY, divided into two separate withdrawals of 100,000 TRY each.

• The first 100,000 TRY was paid to me in two parts (50,000 + 50,000 TRY).

• However, the second 100,000 TRY withdrawal has never been paid.

Here is the timeline of the issue:

• 13 January – 4 February: Betwinner kept delaying, saying the transaction was being processed.

• 4 February: They told me that the money had already been paid and closed the case. However, I immediately informed them that no such payment was received in my bank account.

• Shortly after, I had a serious accident and was hospitalized for a long period, so I could not continue the communication.

• In August, after recovering, I contacted them again and explained that the payment had still not arrived. I submitted all the evidence again, but their response was: "too much time has passed, we can no longer verify." If they had truly made the payment, they should have provided me with an official proof of transfer or payment receipt. They never did.

• I kept following up until the end of September.

• On 28 September, during a live chat with their Turkish support, they told me that the payment had indeed been made and would reflect in my account within 14 days.

• The next day, when I contacted support again, they contradicted themselves and said the previous information was wrong.

Summary:

• Total withdrawal request: 200,000 TRY

• Paid: 100,000 TRY

• Unpaid: 100,000 TRY

I have provided all my bank statements, transaction history, and communication records with Betwinner to prove that the second withdrawal was never credited to my account. Despite my repeated requests, Betwinner has never presented any proof of payment or official transfer document.

It has now been almost 9 months since my withdrawal request. I have been given contradictory statements and excuses, and my issue remains unresolved.

I kindly ask Casino Guru to investigate my complaint and help me receive the unpaid 100,000 TRY from Betwinner.

Best regards

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a screenshot of your withdrawal history, showing the exact dates you requested the withdrawals of your winnings from this casino?

When was the last time the casino communicated with you regarding the delay in processing your payments?

Could you kindly forward me the bank statements starting from January this year up to today?

Have you used the same payment method for all of your withdrawals?

My email address is veronika.f@casino.guru.

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

Best regards

Veronika

Hello Veronika,

I have sent you all the requested documents and explanations by email. Please confirm if everything was received correctly. If you require anything further, I am fully ready to provide it

Thank you very much, Kabanserver17, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Michal,

Thank you for taking over my complaint regarding Betwinner (User ID: 139501101). I truly appreciate Casino Guru’s support in this matter.

Please let me know if you need any additional information or documents. I am ready to provide everything required to help resolve this case.

Best regards,

Server K*****

Hello Michal,

Today I contacted Betwinner’s live support regarding my missing 100,000 TRY withdrawal. They provided me with the following information:

• Withdrawal amount: 100,000 TRY

• Withdrawal ID: 7718928

• Claimed payment date: 28.09.2025

• They also stated that payments can take up to 14 days to be reflected.

I am sharing this update with you as evidence. However, I have not received any official proof of transfer (transaction receipt, sender details, etc.) from Betwinner. Considering their past contradictory statements, I remain very doubtful that this payment was actually made.

I kindly ask you to take this into account in my case.

Best regards,

Server K*****

Hello Kabanserver17,

I'm Michal, and I’ll be taking care of your complaint from here. I’ve gone through your case, and while I understand the personal circumstances that affected the situation, I do need to mention that, given the amount of time that has passed, our ability to assist may be somewhat limited.

That said, based on the most recent information you shared, it does appear that the payment was processed by the casino. Let’s allow a few more days to see if it finally reaches you. In the meantime, I’ll also reach out directly to the casino representative to verify the authenticity of the payment.

We would like to invite BETWINNER Casino to join the conversation.

Dear BETWINNER Casino,

Can you please confirm that the payment, as was communicated to the player by the live chat support, was indeed disbursed from your side?

Hello Michal,

Thank you for taking over my case and for contacting Betwinner directly. I really appreciate your support.

Yes, I agree to wait a few more days to see if the payment arrives. However, as I mentioned, the casino has given me contradictory statements before, so I hope this time they can provide clear proof of transfer.

Thank you again for your help, I truly rely on Casino Guru’s assistance in resolving this matter.

Best regards,

Server K*****

Hello Michal,

I just wanted to update you with the latest information. Today, I contacted Betwinner’s live chat once again to reconfirm the status of my 100,000 TRY withdrawal. They provided me with the same withdrawal ID (7718928) and confirmed once more that my payment has been "approved".

However, they also told me that while the payment was approved, the funds might take additional time to appear in my account, and that they have no authority to intervene further in the system.

I am attaching the screenshot of this conversation for your reference.

This is another confirmation from their side, but as of now, I still have not received the funds in my Papara account.

Thank you very much for your continued support in resolving this matter.

Best regards,

Server K*****

User ID: 1395*****

Dear Kabanserver17,

I completely understand how important it is for you to receive your funds as soon as possible, but I kindly ask you for your patience in this process. I believe the live chat agent provided you with accurate information; once the casino releases the payment, it is passed on to their payment provider. From there, the transaction must go through at least two financial institutions—the payment provider and your bank—which unfortunately places it beyond the casino’s direct control.

I trust that the transaction will be completed as it should and that the funds will reach you soon. I know it can feel frustrating to wait, and while you are always welcome to check in with the casino’s live chat as often as you wish, please keep in mind that they may not have new updates, and asking repeatedly will not make the process go faster. I kindly encourage you to allow a few business days for the transaction to be finalized. I will monitor the situation.

Thank you again for your understanding—I’m hopeful you’ll see the funds reflected in your account shortly.

Dear Michal,

Thank you very much for your reply and for monitoring the situation. I fully understand that the payment needs to pass through both the provider and my bank, and I will wait a few more business days as you suggested.

However, if the funds do not reach my account within this period, I kindly ask that Betwinner be required to provide an official transfer receipt or proof of payment for the missing withdrawal. This would be the only way to confirm that the payment has indeed been processed on their side.

I really appreciate your assistance and hope that this issue will be resolved very soon.

Best regards,

Server K*****

Dear Casino.Guru Team,

Thank you for contacting us regarding the complaint submitted by player ID 1395*****. We would like to provide you with the following clarification of the case:

On 13/01/2025 at 06:12, the player submitted a withdrawal request of 100,000 TRY. This payment was successfully processed and credited to his Papara account in two separate transactions of 50,000 TRY each (sender: Cezair Çulun).

On the same day, 13/01/2025 at 07:02, the player submitted a second withdrawal request of 100,000 TRY. This transaction is marked in our system as completed. The player later claimed he did not receive these funds.

In January, our Accounting Department immediately asked the player to provide a full bank statement so we could investigate the issue with our payment provider. Unfortunately, the player never supplied this documentation and did not follow up further at that time.

The player only resumed communication in late August, more than 7 months after the initial withdrawal. By then, the payment provider had already closed access to the relevant account records. They initially informed us that the transaction was too old to verify. After our repeated requests, the provider confirmed that they would still attempt to trace the transfer, but without any guarantee of success.

We have been transparent with the player throughout this process and explained that the matter is now entirely dependent on the payment provider’s ability to retrieve historical transaction data.

We continue to liaise with the provider, but the outcome depends solely on their final response.

We kindly ask Casino.Guru to take into account the above timeline and facts when evaluating this complaint.

Best regards,

Betwinner Team

Dear Michal,

I would like to clarify some incorrect statements made by the operator.

1. Bank statement submission:

It is not true that I failed to provide my bank statements. Starting from January 15th, I repeatedly sent full official Papara statements in PDF format to Betwinner by email (I can provide you with copies of these emails and attachments again). Their claim that I did not submit the required documentation is false.

2. Follow-up communication:

I did not abandon the case. I was hospitalized for a period, but even during January and later months, I continuously followed up with Betwinner’s support and accounting team. Only after many months of waiting without resolution, I escalated the case in August.

3. Lack of payment proof:

If the second withdrawal of 100,000 TRY had truly been processed as they claim, Betwinner should be able to provide a payment confirmation or transaction receipt from their payment provider. To this day, no such proof has been shared with me.

4. Current status:

My Papara bank statements clearly prove that the second 100,000 TRY withdrawal never arrived. Only the first withdrawal (2 × 50,000 TRY) was received.

I kindly ask Casino Guru to take into account the supporting evidence I have provided. The operator’s claims are misleading, and I remain without the funds that rightfully belong to me.

Thank you for your continued assistance.

Best regards,

Server K*****

Dear Michal,

I would like to add one more important detail. On 28 September 2025, during a live chat with Betwinner’s Turkish support, I was told that my missing 100,000 TRY withdrawal had been approved and would be credited to my account within 14 days.

The next day, when I contacted support again, they said the previous information was a mistake. However, just two days ago, I connected to live chat once more, and this time they repeated that the withdrawal had indeed been approved.

This means Betwinner is giving me contradictory information every time. If the payment had truly been completed back in January, why would they tell me in September that it was only just approved and that I needed to wait 14 more days?

This shows very clearly that Betwinner is providing inconsistent and unreliable information regarding my case.

Best regards,

Server K*****

Hello Michal,

I would like to point out a clear inconsistency in Betwinner’s statement that strongly supports my claim.

In their response, Betwinner provided full details for the first withdrawal (13 January 2025 at 06:12):

– They listed the exact time, sender’s name (Cezair Çulun), and the fact that it was paid in two parts of 50,000 TRY each.

However, for the second withdrawal (13 January 2025 at 07:02), they only wrote that the transaction was "marked as completed" — without giving any proof, such as a transaction ID, sender name, payment reference, or bank confirmation.

If the payment was truly processed, they would be able to provide the same level of detail as they did for the first withdrawal.

The absence of this evidence clearly shows that the second 100,000 TRY was never actually sent.

This contradiction in their own statement is, in my view, strong proof that the second withdrawal was not paid.

I would like to share one more important detail that may help clarify the current situation.

I experienced a very similar issue on 28 October 2024 — at that time, Betwinner also requested my bank statement and later cancelled the withdrawal on 4 November 2024, citing technical reasons, after which the money was returned to my Betwinner account.

I believe the current withdrawal case from 13 January 2025 is a repetition of the same issue.

The process and responses from Betwinner were almost identical, which makes me think that the payment was never actually processed, just like in the previous case.

I’m attaching screenshots from that earlier incident for your review.

I hope this additional evidence will help you better understand the pattern and support my position in this complaint.

Best regards,

Server K*****

Betwinner ID: 1395*****

Dear Betwinner Team,

Thank you for your response. However, according to the player’s feedback, they have already provided you with their bank statement, which clearly indicates that the second withdrawal/payment of 100,000 TRY was not received at that time. Do you still claim this was not presented to you at that time?

I acknowledge the considerable time gap between the second withdrawal and the player’s follow-up regarding the missing funds. While it is understandable that players are expected to report any missing payments promptly to facilitate verification, the player has explained that they were hospitalized, which somehow accounts for the delay.

I also understand that the payment provider may no longer retain transaction data from that period, which poses a challenge in confirming the payment status. Nevertheless, as the player has repeatedly stated, they submitted their official bank statement to you (and to us), and it shows no record of any payment of 100,000 TRY, nor two payments of 50,000 TRY (as was the case with the first withdrawal).

Given this, the statement that the second withdrawal of 100,000 TRY was successfully processed does not appear to be accurate.

While I recognise that there may be very limited actions you can take at this stage and that the outcome depends largely on the payment provider’s ability to retrieve historical data, I would like to raise a reasonable point: if the transaction had indeed been successful, would the player be raising this complaint, and wouldn’t it be reflected in their official bank statement?

I remain hopeful that the payment provider will be able to provide you with an update regarding the transactions soon. However, in the event that no update is received or available, could you please advise how the player might otherwise substantiate that the payment from your side was not credited to their account and how this matter will be further handled from your side?

Dear Michal and Casino Guru Team,

Thank you for your continued support and communication with Betwinner.

I would like to clarify that the last message I received from the casino was on 23 September, when they told me they were still in contact with the payment provider and asked me to wait. Since then, I have not received any further updates or action from them.

At this point, it has become clear that Betwinner is only delaying the matter without providing any real solution. They still cannot present any proof of payment or transaction confirmation, which strongly suggests that the withdrawal was never processed.

I have already submitted every possible piece of evidence to you — including my full bank statements, withdrawal records, and communication history with the casino.

Given that the case has been unresolved for so long, I would like to formally request a settlement proposal through Casino Guru’s mediation:

My suggested resolution:

1. Betwinner either pays the missing 100,000 TRY directly to my Papara account,

or

2. Cancels the failed withdrawal and returns the funds to my Betwinner account, allowing me to create a new withdrawal request — just like they did in November 2024 in a similar case.

I believe this is a fair and reasonable way to resolve this dispute. I truly hope Betwinner will accept one of these two options and finally close this matter in good faith.

Thank you once again for your time and understanding.

I sincerely appreciate your help in trying to reach a fair solution.

Best regards,

Server K****

Betwinner ID: 1395*****

Email: k*****r@gmail.com

Hello Michal and Casino Guru Team,

We are now on the 4th day, and there has still been no response from Betwinner.

In fact, they have not replied to any of my emails since September 23, which clearly shows that they are avoiding responsibility and trying to escape this case.

This situation has placed me under serious financial distress.

I had to sell my phone just to pay my rent, and I am now struggling because of this unresolved withdrawal.

At this point, this is no longer just a delay – it is a deliberate act to withhold my money.

They have had every opportunity to prove the payment but have provided no evidence whatsoever.

I kindly ask you to finalize this case in my favor immediately, as Betwinner has failed to provide any proof of payment or cooperation throughout the entire process.

They have continuously delayed, contradicted themselves, and ignored every attempt at communication.

I will be pursuing all possible legal and compensation rights against this operator, but I sincerely thank you for all the effort and support you have provided so far.

I also hope you will not allow Betwinner to continue abusing players like this, as their ongoing behavior harms not only me but the reputation of fair online gaming.

Best regards,

Server K*****

Betwinner ID: 1395*****

Dear Kabanserver17,

I understand your dissatisfaction and frustration with the whole situation, and I can agree with you that the casino team could have handled this matter in a more effective manner and not provided you with certain conflicting information; however, please keep in mind that the significant time gap has had a considerable impact on the case, and the outcome largely depends on the payment provider’s ability to retrieve historical data.

As per our standard complaint resolution procedure, the casino team still has time to provide their response or an official statement. Until this period expires, I am unable to issue our final decision regarding your case.

I kindly ask for your patience and understanding as we follow our standard process. In the meantime, you are, of course, free to take any further action you consider necessary with the relevant authorities.

Dear Betwinner Team,

I am still waiting for your feedback concerning my earlier response.

Hello Michal,

Thank you once again for your continued attention to my case.

I would like to share that I have not received any response from Betwinner for almost 20 days now. This is a very long time to be left completely without any update, especially after everything I have already provided and explained.

They told me to "wait," claiming that they were in contact with the payment provider, but nothing has happened since then. It’s becoming clear that they are just trying to delay the process, hoping that I will eventually give up.

But I want to make it very clear — I will not give up.

I have been patient for months, and I will continue to pursue what is rightfully mine. I have shared every document, every screenshot, and every piece of evidence possible to prove my case.

All I ask for is fairness. I hope Casino Guru will see how one-sided this situation has become — I am still waiting, still cooperating, and still showing good faith, while Betwinner continues to stay silent.

Please, Michal, let them know that silence will not make this problem disappear.

Thank you again for your understanding and for your help in this difficult situation.

Best regards,

Server K*****

Betwinner ID: 139*****

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Michal,

Thank you very much for your continued attention and for the time you have dedicated to my case.

However, I must respectfully express my disagreement with the decision to grant Betwinner an additional 7 days. This company has already shown—clearly and repeatedly—that it has no genuine intention of resolving my issue or even responding in good faith.

Since 23 September, Betwinner has not replied to any of my emails, messages, or follow-ups. Their silence is not due to delay; it is a deliberate strategy to avoid responsibility. Every response they have given so far has been either repetitive, evasive, or contradictory.

I believe extending the deadline once again only rewards their inaction and further delays justice. The evidence, documents, and communication history already demonstrate that Betwinner is not cooperating and is not taking this matter seriously.

Therefore, I kindly request that Casino Guru consider closing this complaint immediately as unresolved, as further waiting will not bring any new outcome.

Once again, I truly appreciate your patience, fairness, and all the effort you’ve made throughout this process.

Best regards,

Server K*****

Betwinner ID: 139*****

Dear all,

Thank you for your patience and for bringing this matter to our attention.

We fully understand the player’s concern and the importance of resolving this situation transparently. The case has now been escalated to our Head of Payments team for detailed review.

We also acknowledge that earlier replies from support may have caused confusion, and we sincerely apologize for the inconsistent communication.

All further updates and verified information will be posted here in this thread.

Best regards,

Betwinner Team

Dear Betwinner Team,

Thank you for your response. While I appreciate that the matter has now been escalated to your Head of Payments, I do wonder why this step was not taken earlier, a couple of weeks ago, as it has been evident for some time that the usual team was unable to address the issue effectively.

I kindly request that an appropriate resolution be provided within the next seven days, as this case has been pending for quite some time. I remain hopeful that a satisfactory outcome can be reached.

Hello Michal,

Thank you very much for your continuous support and for ensuring that Betwinner has finally escalated my case to their Head of Payments.

This situation has affected me deeply — it has been almost nine months of waiting, stress, and uncertainty, but your professionalism and persistence have given me hope.

I truly appreciate that you are keeping the case active and pushing for a proper resolution.

I sincerely hope that this latest step will finally bring justice and closure.

I really wish this matter can be resolved within the next few days so that I can finally find some peace — both financially and emotionally. It has been an exhausting experience for me in every way.

Your help has been the only source of support I’ve had during this long and difficult process, and I’m truly grateful for that.

Please keep me informed if there are any new developments.

Best regards,

Server K*****

Betwinner ID: 139*****

Dear Michal,

I see that Betwinner has now escalated my case to their Head of Payments.

I kindly ask you one last time — could you please reach out to them and check if this review can be completed by Monday morning?

I truly need this payment urgently. If I can’t pay my rent on Monday, I will be forced to leave my home.

I’ve been patient for months, but this situation has drained me both financially and emotionally.

At this point, Betwinner also knows very well that the payment was never made.

Please, they should stop being stubborn and simply process the payment immediately.

If this matter is resolved within the next 2–3 days, I promise to forget all the sadness and frustration I’ve experienced during this long process.

Thank you, Michal, for your understanding and for staying involved until the very end.

Best regards,

Server K*****

Betwinner ID: 139*****

Dear Betwinner Team,

I have been waiting for the resolution of this issue for almost nine months now. During this long and exhausting period, I have experienced both emotional and financial distress — I’ve struggled to pay my rent, faced anxiety, and endured months of uncertainty and disappointment.

I have always communicated respectfully, provided all necessary documents, and shown patience far beyond what most players would tolerate. All I have ever wanted is fairness and closure.

I kindly ask that my pending withdrawal of 100,000 TRY be paid by tomorrow as promised in previous communications. It has already been delayed for far too long.

Additionally, as a gesture of goodwill for the stress and damage caused during this long process, I kindly request that you consider offering me a bonus of 20,000 points or 200 free spins. This would not replace my owed payment, but it would show that Betwinner values its players and acknowledges the hardship caused.

Please, let’s bring this situation to an end with fairness, understanding, and goodwill.

Thank you for your attention and cooperation.

Server K*****

Betwinner ID: 139*****

Dear Michal,

I’m truly sorry to bother you again, but I have to be honest — I’ve reached the end of my patience.

Betwinner keeps repeating the same excuses, saying that the issue is "being reviewed by different departments."

You and I both know that if they had really wanted to solve this, they could have done so weeks ago.

I’ve been waiting since 23 September, hoping every day that this nightmare would end.

But nothing changes — just silence and delays. I feel like they’re trying to make me give up.

Michal, please… I’m asking you from the heart.

Can you reach out to them one more time and try to help me get a resolution today?

I’m under huge financial pressure — I have loan and rent payments due, and this situation has taken a serious toll on me both financially and emotionally.

You’ve been incredibly kind and supportive throughout this process, and I’ll never forget that.

But right now, I really need your help more than ever.

Please help me end this — I just want what’s rightfully mine, nothing more.

Thank you again for your understanding and compassion.

With respect,

Server K*****

Betwinner ID: 139*****

Dear Betwinner Team,

Enough is enough! You have been delaying my payment for months, giving me the same empty excuses again and again. I have been more than patient, but this situation has gone far beyond acceptable.

Pay me my 100,000 TRY immediately.

Stop wasting my time with meaningless replies — you know very well that you never sent this payment.

I will not tolerate any more delays. Either you pay what you owe, or I will take this matter further through every possible legal and public channel.

ENOUGH IS ENOUGH. PAY MY MONEY NOW!

Server K*****

Betwinner ID: 1395*****

Dear Casino.Guru Team,

Thank you for your continued cooperation and for handling this case with such professionalism.

Following a detailed internal review conducted by our Head of Payments, we would like to confirm that the situation regarding player ID 139501101 has now been fully resolved. After careful consideration and as a gesture of goodwill, the player’s balance has been credited with the respective amount.

We would like to emphasize that Betwinner strives to maintain transparency and values the trust of its players. Despite procedural complications and the significant time gap, the management decided to settle the matter in favor of the player to ensure a fair and satisfactory resolution.

We kindly ask that Casino Guru update the complaint status accordingly.

Best regards,

Betwinner Team

Dear Betwinner Team and Michal,

I would like to sincerely thank both the Betwinner management and the Casino Guru team, especially Michal, for helping resolve my case after such a long and stressful journey.

I confirm that the missing 100,000 TRY has now been successfully credited to my account. I truly appreciate this fair outcome and your final decision to close the case in my favor.

Over the past ten months, this situation has caused me great emotional and financial stress — but now that it’s resolved, I genuinely want to put everything behind me and continue my journey with Betwinner positively.

As a goodwill gesture, and to mark a fresh start, I kindly ask if you could consider awarding me 50,000 bonus points and 500 free spins. This small token would mean a lot to me and help me turn this experience into a positive memory.

Once again, thank you for your professionalism, patience, and support throughout this long process. I look forward to continuing with Betwinner with full trust and renewed motivation.

Warm regards,

Server K*****

Betwinner ID: 139*****

Dear Betwinner Team,

Thank you for your response and for making the right decision. I wished it could have been resolved this way sooner.

Dear Kabanserver17,

I’m very glad that our involvement helped bring the matter to a positive resolution and that you have now received your funds. I completely understand that this situation has had a meaningful impact on your personal circumstances.

That said, it’s important to note that while the Betwinner Team is more than welcome to consider your proposal, they are under no legal obligation to do so. Any decision in this regard will be made entirely at their own discretion.

I will allow the Betwinner team to provide their response.

Dear Michal,

I would like to sincerely thank you once again for your patience, understanding, and constant support throughout this long and difficult process.

I truly believe that my request for 50,000 bonus points and 500 free spins will be positively considered by the Betwinner team.

After waiting and struggling for nearly 10 months, I’ve faced many emotional and financial difficulties. However, I now feel relieved and hopeful. I trust that Betwinner will not disappoint me and will grant this small gesture of goodwill.

This would allow us to truly put everything behind us, reconcile positively, and close this matter on good terms.

Thank you again for everything you’ve done to help me.

Warm regards,

Server K*****

Betwinner ID: 139*****

Dear Casino.Guru Team,

Thank you for your continued assistance and professional handling of this matter.

Following the player’s recent request, we would like to confirm that the management has decided to provide an additional goodwill compensation for the inconvenience and extended waiting time experienced by player ID 139*****.

To arrange the details of this compensation, we kindly ask the player to contact our team directly at info-en@betwinner.com, where the matter will be processed promptly and confidentially.

Betwinner values transparency, fairness, and the trust of its players. We appreciate the player’s patience and cooperation throughout this process and remain committed to maintaining a positive relationship moving forward.

Best regards,

Betwinner Team

Dear Michal and Betwinner Team,

I would like to sincerely thank both of you for your time, patience, and effort in helping to resolve this matter.

I have now sent an email to info-en@betwinner.com regarding the goodwill compensation, as advised by the Betwinner team. I truly appreciate their positive approach and kind gesture.

Michal, I also want to personally thank you for your constant support and fairness throughout this entire process — you’ve truly made a difference.

Once I receive the goodwill bonus, I will immediately inform you, and we can then close the complaint on the best possible terms.

Thank you again for everything — you really are one of a kind, Casino Guru! 🌟

Best regards,

Server K*****

I appreciate everyone's feedback.

It is encouraging to see that even a rather challenging situation can be addressed positively for all parties concerned, allowing for the restoration of a healthy business relationship between the casino and its customers.

Dear Server,

I'm confident the agreed-upon offer will soon be credited to your account, and I can later close this case as resolved.

Dear Michal,

I would like to sincerely thank you once again for all your help and support throughout this process. Thanks to your involvement, Betwinner has now resolved all my issues, and I am truly grateful for your assistance and professionalism.

As you know, I had initially requested 50,000 bonus points as a goodwill gesture, and Betwinner kindly granted 6,400 bonus points.

Before officially closing the complaint, I would like to kindly ask if it might be possible for Betwinner to increase this to 20,000 bonus points — that would allow me to consider everything fully settled in a positive and friendly way.

I truly appreciate both your efforts and Betwinner’s cooperation, and I hope we can close this case on the best possible note.

Thank you again for your kindness, patience, and generosity throughout these months.

Warm regards,

Server K*****

Betwinner ID: 139******

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We are truly glad that this case has been resolved successfully and that the main issue — the delayed withdrawal — has been fully compensated.

Following a detailed internal review, the management of Betwinner decided not only to reimburse the full amount of the delayed payment but also to grant a goodwill bonus to the player as an additional gesture of appreciation for their patience and understanding.

At this stage, the compensation process has been completed in full. Any further bonuses or promotional rewards will be considered in the future in accordance with the player’s account activity and ongoing cooperation with the project.

We sincerely value the player’s trust and positive attitude throughout this process and appreciate Casino Guru’s professional involvement in facilitating a fair resolution.

From our side, the matter is now considered fully settled, and we kindly ask that this complaint be marked as resolved.

Best regards,

Betwinner Team

Dear Betwinner Team and Michal,

First of all, I would like to sincerely thank you both for your help in resolving my withdrawal issue and for the goodwill bonus that has already been provided.

Your support and professionalism throughout this process truly mean a lot to me.

As mentioned before, my initial goodwill request was for 50,000 bonus points.

I’ve received 6,400 points, and after more than 10 months of waiting and many difficulties, I would like to kindly ask if you could increase it to 20,000 bonus points as a final gesture of goodwill.

This would be a fair and balanced middle ground, and I believe it would show Betwinner’s generosity and appreciation toward loyal players who have gone through a long process in good faith.

I’ve also informed Casino Guru that once this small goodwill adjustment is made, I will gladly mark my complaint as fully resolved and continue my experience with Betwinner positively.

Thank you again for your understanding, professionalism, and support.

Warm regards,

Server K*****

Betwinner ID: 139*****

Thank you for your response, Betwinner Team. I understand your position.

Dear Kabanserver17,

While I understand your desire for an even more favourable offer, I believe the casino team has already handled the matter appropriately. The disputed amount has been paid to you, and a fair offer has been made. However, your continued requests for additional compensation are becoming somewhat excessive and go beyond what can reasonably be expected in this situation.

Please remember that our complaint forum is designed to help players resolve legitimate issues with casinos — not to serve as a platform for applying pressure or making disproportionate demands. Unfortunately, this is the direction your approach seems to be taking.

As the casino team stated, Betwinner’s management not only disbursed the full amount of the delayed payment but also granted you a goodwill bonus as a gesture of appreciation for your patience and understanding. I find this resolution both fair and considerate.

Kindly let me know if you require any further (reasonable) assistance; otherwise, I will proceed to close this case as resolved.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kabanserver17,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru