BETWINNER Casino - Pelaajan kotiutus viivästyy KYC-vaatimusten vuoksi.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear svet50808,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

•  Can you log in to your account now?
• Could you please let me know when exactly you sent the verification documents?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received any official updates or reasons from Betwinner on why they require additional documentation?

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

Petra

Dear svet50808,

Thank you for your reply and for providing the previous details.

To help us better understand your case, could you please clarify the following:

• What is the exact date when you first requested the withdrawal?
• Was there any specific mention of refusal or delay related to your KYC verification?
• Have you been able to contact their customer support directly regarding this matter?

If you have any further communication with the casino, we would greatly appreciate it if you could share it with us. This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you very much for your cooperation.

Dear svet50808

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 Hadi (hadi.a@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,

Petra

Dear svet50808,

It’s a pleasure to e-meet you. My name is Hadi, and I will be handling your complaint from this point forward.

Thank you for providing detailed information regarding the verification requests and your communication with the casino. If there have been any new updates since your last message, please feel free to let me know.

In line with our standard procedure, I will now invite a representative from Betwinner to join this discussion so we can clarify the situation and work toward a resolution.

Dear Betwinner Casino,

Could you please provide detailed information regarding the player’s verification status?

Specifically, we would appreciate clarification on the reason for the repeated document requests, the necessity of the requested OKX wallet screenshots, and confirmation of what is required to finalize the verification and process the withdrawal.

Thank you in advance for your cooperation.

Best regards,

Hadi

Dear Hadi,

Thank you for your message.

The player’s verification is currently ongoing as part of our standard KYC and AML procedures.

In order to complete the verification process, the player is required to provide:

Screenshots from the website or application where the cryptocurrency deposits were purchased;

A full screenshot of the Personal Account within that platform.

The screenshots must not be cropped, and all relevant personal data (if present) as well as transaction details must be clearly visible.

Please note that this request is made in accordance with our Anti-Money Laundering policy and is necessary to verify the source of funds and confirm the ownership of the payment method used for deposits.

Once all the requested documents are provided and successfully reviewed, the verification process will be finalized.

We appreciate your cooperation.

Best regards,

Betwinner Team

Dear Hadi,

Thank you for your message and for inviting Betwinner to respond.

I have read their reply (attached below). They continue to insist on the same screenshots from my OKX wallet: full screenshots of the website/application where cryptocurrency deposits were purchased, and a screenshot of the Personal Account, without cropping, with all personal data and transaction details fully visible.

They justify this by saying it is required under their Anti-Money Laundering policy to verify the source of funds and confirm ownership of the payment method.

However, I believe I have already provided sufficient identification and proof of identity:

- Internal and international passport

- Selfie with passport + handwritten note with date and Betwinner confirmation

- Proof of email change

Betwinner can already see all incoming transactions on their side (they know exactly from which wallet address the USDT came). They also have full access to the blockchain (Tronscan/TRC20 is public), so they can verify the source of funds without me revealing my entire personal wallet history, profile details, or other sensitive information.

I consider this repeated demand for private wallet screenshots excessive and unnecessary, as it goes beyond standard KYC requirements after full identity verification has been completed.

This feels like an intentional delay tactic to avoid processing the withdrawal of my 62 USDT.

I have attached Betwinner's latest message and screenshots of the support conversation for your reference.

Please advise Betwinner that sufficient documents have already been provided, and request that they complete the verification and release my funds without further unnecessary requests.

Thank you very much for your help and support in this matter.

Best regards,

svet50808

Hi svet50808 and Betwinner Team,

Thank you both for the updates.

@svet50808, to make sure we have everything in order, could you please send all relevant verification documents (passport, selfie with note, email proof, and any previous communications with Betwinner) to my email at hadi.a@casino.guru? This will help us review everything in one place and ensure nothing is missed.

Best regards,

Hadi

Dear Hadi,

Thank you very much for your assistance and for guiding me through the process.

I have just sent all the requested verification documents to your email address.

Thank you again for your support — I truly appreciate your help in resolving this matter.

Best regards,

svet50808

Dear svet50808,

Thank you for sending the documents, I confirm that I have received them.

For now, we will wait for the casino’s response. I will update you as soon as there is any progress.

Dear Hadi,

We confirm that the documents provided by the player are currently under review. However, in accordance with our AML policy, we require confirmation of the source of cryptocurrency funds and ownership of the payment method used for deposits.

Please note that blockchain visibility alone does not allow us to verify ownership of the wallet or confirm that the funds were not received from third parties.

Also please note that the review process is conducted in stages. Additional information may be requested if required by our Security team after reviewing the submitted documents.

Once the verification process is successfully completed in line with our internal compliance requirements, the withdrawal request will be processed accordingly.

We appreciate your cooperation.

Best regards,

Betwinner Team

Dear Hadi,

Thank you for your efforts, but I am extremely frustrated and angry right now.

I have just discovered that Betwinner is essentially a clone of 1xBet — operating under a different name and license, but with the same owners and the same fraudulent practices. I had no idea about this when I registered and deposited funds. Everyone in the gambling community knows that 1xBet is notorious for stealing players' money, endless KYC loops, confiscating winnings, and refusing payouts.

The main owner of 1xBet (Roman Semiokhin) is wanted internationally on serious charges, and another key figure was reportedly shot dead. If I had known even a fraction of this information earlier, I would never have trusted this platform with my money.

Now they are using the same dirty tactics: after I sent full passport, selfie, handwritten note and email proof, they keep demanding private screenshots from my OKX wallet (personal account and crypto purchase history), claiming "AML policy". This is clearly just another way to delay and eventually steal my 62 USDT.

I consider this deliberate fraud and abuse. I demand that you escalate this complaint immediately — to the Curacao regulator, public exposure on your site, and any other possible measures. I will not accept further delays or new document requests. Enough is enough.

I would be very grateful if you could confirm receipt of my message and let me know what specific actions you plan to take regarding Betwinner in the coming days.

Thank you so much for your support!

Thank you,  

svet50808

Dear svet50808,

Thank you for the update and for your continued cooperation.

I understand your frustration. However, the casino’s request for source-of-funds documentation appears to be part of standard AML verification. To move this forward, could you please provide the requested OKX wallet screenshots as specified?

Once I receive them, I will review and proceed with the next steps.

Best regards,

Hadi

Dear svet50808,

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.

I sent the OKX wallet screenshots to your email hadi.a@casino.guru on February 24.

Please confirm that you received them

Dear svet50808,

I would like to confirm that I have received your email and the accompanying document.

Upon examining the casino’s request, it appears to be a standard procedure for Anti-Money Laundering (AML) and source of funds verification, particularly given that cryptocurrency was utilized for the deposits.

Requesting screenshots from the exchange where the cryptocurrency was purchased, along with proof of ownership for that account, is a common practice. This helps the casino ensure that the funds are legitimately yours.

At this point, the request seems reasonable. I recommend that you provide the documents as instructed to facilitate the verification process. Should the casino subsequently request additional documents that are unrelated or if there are delays after you have submitted everything correctly, please do not hesitate to reach out to me, and we will reassess the situation together.

Hi Hadi,

I already sent:

passport

selfie

full OKX screenshots (account + transaction for the deposit)

This is more than enough for AML/KYC on a $65 deposit (my own money, no bonus).

Further demands or delays are unreasonable and excessive for such a small amount.

Please instruct Betwinner to complete verification with the documents provided and process my $65 withdrawal immediately.

If not resolved in 24 hours, I will escalate to Curacao Gaming Authority and leave detailed reviews on Trustpilot, Reddit and AskGamblers

Dear svet50808,

Thank you for the update. I understand why this situation feels frustrating, especially since you’ve already submitted your passport, selfie, and full OKX screenshots.

Dear Betwinner Team,

Considering the amount involved and the player’s level of cooperation so far, I would also kindly ask whether this case can be reviewed with a reasonable and proportionate approach to avoid further unnecessary delays.

I hope we can bring this matter to a close soon.

Kind regards,

Hadi

Dear All,

After review by our Security Department, we must inform you that the documents provided are insufficient for verification. The player submitted a cropped screenshot with a transaction fragment, where it is not clear from which platform the payment was made or where it was sent.

To proceed, we require:

• Full, uncropped screenshots from the website or application;
• A full screenshot of the Personal Account;
• All personal data (if displayed) and transaction details must be clearly and fully visible.

Once complete and proper screenshots are provided, the verification process will continue without delay.

Best regards,

Betwinner Team

Isn't it obvious that Betwinner is just ordinary scammers? Any fool can see this from the situation.

I am not going to send anything more to these fraudsters — it's ridiculous: scammers are demanding proof of where I got $65 from.

And Casino Guru — it's completely unclear what they even exist for.

I will be filing complaints with other organizations. Maybe there are some honest ones that will want to shut down scammers like Betwinner.

Dear svet50808,

I understand that this situation feels frustrating, especially given the amount involved.

However, the casino’s request is a standard verification step in disputes like this. They need full, uncropped screenshots from the website or app, including your Personal Account page, where your personal details and the transaction history are clearly visible. This is necessary to confirm that the account and transactions belong to you.

The screenshots you shared only show the transaction history and do not contain any personal identifiers, so they cannot be considered sufficient proof.

If you would like us to continue assisting you, please provide the requested screenshots exactly as specified. Without them, we won’t be able to move forward with the case.

There are no personal details visible in my OKX account dashboard.

I already sent a full, uncropped screenshot — everything is clearly visible.

If you keep coming up with new stupid reasons every time just to avoid returning this small amount, then you can buy yourselves some candy with that money.

You have neither conscience nor honor.

Dear svet50808,

I have sent you an email. When you have the opportunity, I would appreciate it if you could take a moment to review it at your earliest convenience.

Hello Hadi,

Thank you for your message.

I have received your email and have already sent my reply to it.

Please let me know if you have received it or if there is anything else needed from my side.

Thank you for your assistance.

Best regards

Dear svet50808,

I have received your email and have responded to it. Please take a moment to check your inbox.

Hello Hadi,

Thank you for your message.

I have received your email and have already sent my reply to it.

Dear Betwinner Team,

Since the player states that their OKX account dashboard does not display personal details such as name or email, could you please specify what exact information or page you expect to see in the screenshots in order to confirm ownership of the account?

For example, whether a screenshot of the OKX profile page, account UID, or a full screen recording showing the account navigation would be sufficient.

Dear Hadi,

Thank you for your message.

We would like to clarify that, in order to verify the deposit, we require standard proof of payment from the player. Specifically, the player needs to provide:

• A screenshot of the transaction itself;
• A screenshot of their personal account within the OKX system (the account from which the deposit was made).

Please note that screenshots must not be cropped, and ideally should be taken from a desktop device (if the application allows), so that all necessary details are clearly visible.

As of now, the player has not provided any of the requested documents since 01.02, which prevents us from proceeding with the verification.

We kindly ask for your assistance in encouraging the player to submit the required information in full.

Best regards,

Betwinner Team

Dear svet50808,

Could you please confirm whether you have already shared the screen recording with the casino? If not, kindly send it to them as well.

Dear Betwinner Team,

Could you please review the screen recording provided by the player from their OKX wallet?

Given the wallet interface may not display the requested personal account details, how do you suggest this case can be reasonably verified and the withdrawal processed?

Kind regards,

Hadi

I haven’t sent it to them, and I have no intention of sending anything else to these scammers. I have already provided plenty of documents for verification to any legitimate company, but these bastards just steal money from clients and use various excuses to withhold funds. I will not send anything else.

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 Hadi,

Thank you for your message.

As previously mentioned, the player has been informed in detail about the required documents necessary to complete the verification process in line with our AML procedures.

We would like to emphasize that the materials submitted so far do not meet the stated requirements, as they do not allow us to reliably confirm ownership of the wallet or establish a clear link between the account and the transaction.

Additionally, we would like to draw your attention to the fact that the player is currently not making an attempt to provide the requested documents in the required format.

For your convenience, we have also sent you an email with the screenshot previously submitted by the player, so you may review that it is cropped and does not contain sufficient information required for verification.

Under these circumstances, we are unable to proceed with the verification process.

Once the player provides the requested information in accordance with our previous instructions, we will be able to continue the review and finalize the case without delay.

Best regards,

Betwinner Team

Dear Betwinner Team,

Thank you for your clarification.

I understand that the previously submitted screenshot was considered insufficient because it did not allow you to confirm ownership of the wallet or establish a clear connection to the transaction.

Could you please specify what exact document, page, or format would be sufficient for your Security Team to complete this verification?

Dear svet50808,

Thank you for your patience. We will wait for the casino’s clarification on what exact format would be acceptable.

Best regards,

Hadi

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 Hadi,

Thank you for your message.

We have clarified this with our Security Team. According to their records, the player has not submitted any additional OKX materials to security@betwinner.com after February 2, 2026. The only file received is the previously mentioned cropped screenshot.

It is possible that the player shared additional materials (including a video) via other channels; however, for verification purposes, all documents must be sent directly to the Security Team, as only those are reviewed.

At this stage, the verification cannot proceed as the required materials in the correct format have not been received.

We kindly ask the player to submit the requested files directly to security@betwinner.com so that the review can be completed.

Best regards,

Betwinner Team

Dear svet50808,

The casino has confirmed they have not received any materials since February 2nd, and that documents need to be sent directly to security@betwinner.com to be reviewed. Are you willing to send the requested OKX screenshot to that email address one more time?

Dear Hadi,

I already sent them a video from my OKX wallet. That was the last thing I did.

Dear Hadi,

As I told you earlier, exactly what I expected happened. Even the video from my personal OKX wallet these scammers refused to accept. Now they are asking me to open some kind of "security" feature that doesn't even exist in OKX.

I will not send them anything else anymore.

Is there any way to report or mark them on review platforms as scammers, so that other people don't give their money to these fraudsters?

Thank you.

Best regards,

svet50808

Dear svet50808,

Thank you for your continued patience and cooperation throughout this process.

Could you please forward us the email you sent to security@betwinner.com containing the video from your OKX wallet? We need to confirm the timestamp and that it was sent to the correct address.

You can forward it directly to hadi.a@casino.guru.

Best regards,

Hadi Arkana

Dear Hadi,

I have forwarded the email to your address.

Dear Betwinner Casino,

The player has confirmed she sent a video from her OKX wallet to security@betwinner.com on April 21st. However, your latest response requests a screenshot from a "Security Confirmation" tab in OKX. Based on our review of OKX's interface, no such tab exists in the platform. Could you please clarify exactly what you are referring to and provide guidance on how the player can provide this if it does not exist?

Best regards,

Hadi

Dear Hadi,

Thank you for your message.

We have rechecked this case with our Security Team, including the video mentioned by the player.

We would like to clarify that the requested section does exist within the OKX interface and is visible in the video provided by the player. Specifically, the Security Team refers to the section related to security settings (labeled as "Security Confirmation" / "Security" depending on the interface language), which is accessible from within the account interface.

At this stage, the issue is not the absence of materials, but that the required element has not been provided as a clear, static screenshot. The player was asked to open this section and submit a full, uncropped screenshot where the relevant security/account details are visible.

This step is necessary to complete the ownership verification, and without a proper screenshot of this section, the Security Team is unable to proceed.

Best regards,

Betwinner Team

Dear svet50808,

I know this has been exhausting. The casino confirmed the Security section was already visible in your video, so they just need a static screenshot of that same section sent to security@betwinner.com. Would you be willing to do that one last step?

Best regards,

Hadi

Dear Hadi,

Thank you for your assistance, but I will no longer participate in this circus.

If you consider the nonsense they are writing to be acceptable, then to me it is nothing but blatant mockery. If you choose not to label obvious fraudsters as fraudsters, that is your decision.

For my part, I will continue to speak out everywhere and use bloggers and public platforms to show people exactly who they are. I do not care about the money anymore — what matters to me is that as many people as possible know that they are scammers who steal people’s funds, and this is completely obvious.

You have seen everything yourself, and it is impossible not to understand what is happening here.

What you do next is up to you. If you wish to keep covering for these fraudsters, that is your choice. I will not be sending them anything further.

That is all.

Dear svet50808,

I have sent you an email. Please take a moment to review it when you can.

Best regards,

Hadi

Dear svet50808,

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.

Dear Hadi,

I have forwarded the email to your address.

Dear Betwinner Casino,

We have reviewed the video in detail. The section visible in the video under "More" is "Проверка безопасности," which is a security scanning tool for checking URLs and smart contracts. It does not contain account credentials or personal information that would confirm wallet ownership. This is not the same as an account security settings page.

The correct way to confirm wallet ownership in a non-custodial OKX Web3 Wallet is through the wallet address itself, which is visible via the Receive function. Could you please confirm whether a screenshot of the wallet address shown in the Receive screen would be accepted as proof of ownership?

Dear svet50808,

Thank you for forwarding the email. We have received everything and are reviewing it carefully on our end.

Best regards,

Hadi

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 Hadi,

Thank you for your follow-up.

We have once again clarified the case with our Security Team and would like to confirm their final position.

According to the Security Team, the screenshot requested from the player refers specifically to the section related to security settings within the OKX interface (as shown in the previously provided example). This section is considered necessary for completing the ownership verification.

While we understand your point regarding the "Receive" screen and wallet address, the Security Team has confirmed that this alone is not sufficient for their internal verification requirements.

At this stage, the verification cannot be completed without the requested screenshot, as it is required to establish the necessary connection between the account environment and its security parameters.

We also note that the player has indicated they are not willing to submit any additional materials.

Should the player decide to submit the requested screenshot, the Security Team will be able to proceed with the review.

Best regards,

Betwinner Team

Dear Betwinner Casino,

The player has been cooperating with your verification requests for over three months on a withdrawal of 62 USDT. She has submitted her passport, selfie, and a screen recording of her OKX wallet.

We want to address something fundamental. The player used an OKX Web3 Wallet, which is non-custodial. This means there is no account profile, no email, and no security settings page tied to her identity. In this type of wallet, the wallet address is the only identifier of ownership. This is not specific to OKX, it is how all non-custodial wallets work by design.

The documentation you have been requesting throughout this process does not exist in this wallet type. The player has provided everything that is technically possible to provide.

We would like you to confirm whether the wallet address visible in the player's screen recording, combined with the corresponding blockchain record, is acceptable as proof of ownership. If not, please tell us precisely what you would accept as valid proof for a non-custodial wallet user.

We are waiting for your response before deciding on the outcome of this complaint.

Best regards,

Hadi

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 svet50808,

Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at hadi.a@casino.guru

We’ve reopened this complaint at the request of BETWINNER Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear all,

Following an additional review of the information provided, our Security Team has continued working on this case and has taken further steps to move the verification process forward.

To proceed with the review, we have contacted the player and requested an additional selfie for identity confirmation. Once the requested information is received, the verification process will continue accordingly.

We appreciate the cooperation throughout this process and remain committed to working towards a fair and positive resolution of the case.

Best regards,

Betwinner Team

Dear svet50808,

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,
Hadi
Casino.Guru