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Hello good!

I have been immersed for several months in a verification process that seems to have no end.

The latest thing has been a birth certificate that has been rejected for a reason I still don't know.

I ask that you help me resolve this exhausting process.

Buenas!

Llevo inmerso varios meses en un proceso de verificación que parece no tener fin.

Lo ultimo ha sido un certificado de nacimiento que se ha rechazado por un motivo que todavía desconozco.

Les pido que me ayuden a resolver este tramite tan agotador.

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Hello,

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 specify when you won and since when you have been attempting to complete the verification process?
• Is your player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you provided to the casino so far and in which format? Which documents were accepted and which were not?

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

Could you specify when you won and how long you have been trying to complete the verification process?

• I have earned €340.94 and the verification process started on September 20, 2025.

Can you access your player account? Can you log in?

• Yes, I can log in.

Did you achieve your current balance with the help of a bonus?

• No.

Could you list the documents you have provided to the casino so far and in what format? Which documents were accepted and which were not?

• Document ID
• Selfie holding ID document
• 3 utility bills
• Birth certificate

¿Podrías especificar cuándo ganaste y desde cuándo has estado intentando completar el proceso de verificación?

• He ganado 340,94€ y el proceso de verificación se inició el 20 de septiembre de 2025.

¿Puedes acceder a tu cuenta de jugador? ¿Puedes iniciar sesión?

• Si, puedo iniciar sesión.

¿Lograste tu saldo actual con la ayuda de un bono?

• No.

¿Podrías enumerar los documentos que has proporcionado al casino hasta el momento y en qué formato? ¿Qué documentos fueron aceptados y cuáles no?

• Documento ID
• Selfie sosteniendo documento ID
• 3 facturas de servicios públicos
• Certificado de nacimiento

Dear camaleonrojoafricano,

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, Lucia (lucia.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

Hello camaleonrojoafricano,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BETWINNER Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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

Dear camaleonrojoafricano,

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,

Lucia