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On January 25, I won until I had a balance of 800 soles on Betwinner. I attempted to withdraw it, but my request was denied because I needed to submit my documents to the security department. I've had a very good experience with this site because it offered good odds and bonuses, and I’ve won a lot in sports. However, I think that's also why they lowered the odds to an amount that is no longer worthwhile for betting. But on January 25 was the first time they asked me to send documents for verification via email, and I have already sent everything they asked for. Several days have passed, and they haven't responded, and I am worried because maybe they might never deposit my balance to my BinancePay account, which is the method I use for withdrawals. I realized that the site only stores one withdrawal method, which is through the first deposit you make. I made it with BinancePay and then withdrew from there, but on the other days until recently, I deposited via transfer and was able to withdraw normally through BinancePay because the site keeps your withdrawal method from the first deposit. I really liked that, and until recently, I had been able to withdraw normally, sometimes it took a while, but in the end, they paid amounts from 700 to 1000 soles. Then, for the latest withdrawal I requested, they asked me to verify my documents via email, which I have already done, but it has been several days, and they have not responded.

El 25 de enero gané hasta tener un saldo en Betwinner de 800 soles, intenté retirarlos, pero me rechazaron la solicitud porque debía de presentar mis documentos al departamento de seguridad. Me ha ido muy bien en este casa porque tenía buenas cuotas y bonos, además he ganado mucho en los deportes, pero creo que por eso también me bajaron las cuotas a una cantidad que ya no vale la pena seguir apostando. Pero el 25 de enero fue la primera vez que me pidieron mandar documentos para una verificación por correo y todo lo que me pidieron ya lo mandé. Han pasado varios y no me han respondido y estoy preocupado porque quizá pueda ser que nunca me depositen mi saldo a mi cuenta de BinancePay que es el método que uso para retirar. Me di cuenta de que la casa solo guarda una forma de retiro que es por el primer depósito que uno hace. Yo lo hice con BinancePay y luego retiré por ahí mismo, pero los demás días hasta ahora último he depositado por transferencia y he podido retirar normal por BinancePay porque la casa guarda tu forma de retiro que hiciste por el primer depósito. Eso me gustó mucho y hasta ahora último he podido retirar normalmente, a veces tardaba, pero al final me pagaban hasta cantidades de 700 a 1000 soles. De ahí, en el último retiro que solicité recién me pidieron verificarme con mis documentos por correo, eso ya lo hice, pero ya han pasado varios días y no me responden.

Dear DiegoMorante0610, 

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 and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved by the casino?

Regarding the payment methods available for withdrawals, please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

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, 

Veronika

Betwinner replied to me by email telling me to send 3 utility bills from the last 3 months.

At first I sent photos of the front and back of my ID and then they asked me to send a selfie holding my ID with my laptop where the last email they gave me can be seen.

After several days they responded to me and told me to send 3 utility bills from the last 3 months, and well, now I just sent them by mail.

The first documents they asked me for, my ID and the selfie, I did send on time, just minutes after I received the email with the instructions. But the last email where they asked me for my receipts only arrived yesterday at 10:41 p.m., and I was only able to read it in the morning. I had to go study and now that I'm back at 5:02 p.m. I sent the 3 gas receipts by email.

I will continue to update you.

My Betwinner ID is: 664024007

Betwinner me respondió por correo diciéndome que envíe 3 tres recibos de servicios públicos de los últimos 3 meses.

Al principio envié las fotos del anverso y reverso de mi DNI y luego me pidieron que mande un selfie sosteniendo mi DNI con mi laptop donde se vea el último correo que me dieron.

Después de varios días me respondieron y me dijeron que envíe 3 tres recibos de servicios públicos de los últimos 3 meses, y bueno, ahora los acabo de enviar por correo.

Los primeros documentos que me pidieron sobre mi DNI y el selfie sí los mandé a tiempo, tan solo minutos después de que me llegara el correo con las indicaciones. Pero el último correo donde me pidieron mis recibos recién me llegó ayer a las 22:41, y recién en la mañana lo pude leer. Tuve que ir a estudiar y ahora que estoy de regreso a las 17:02 mandé los 3 recibos de gas por correo.

Les seguiré actualizando.

Mi ID de Betwinner es: 664024007

They just answered me about 15 minutes ago and they didn't accept my receipts, but I downloaded them again and uploaded those to the email to send them. And well, they just answered me again, but this time they told me that my documents are being verified. I guess there are two types of document acceptance, the first, where they only accept unedited documents, or those that are clear, or that are not screenshots, where they are quickly verified with a software; and second, where they actually verify the identity of the person. In that case, I can say that the documents I sent have only passed the first type of acceptance, the second is still pending. But I don't even know if the first ones (my ID and the selfie) have passed the second type of verification, and that stresses me out.

Well, I will continue to update you.

Me acabaron de responder hace unos 15 minutos y no me aceptaron mis recibos, pero los volví a descargar y esos de frente los cargué al correo para enviárselos. Y bueno, me acaban de responder de nuevo, pero esta vez me han dicho que mis documentos están siendo verificados. Supongo que hay dos tipos de aceptación de documentos, el primero, donde te aceptan solo documentos sin editar, o que estén claros, o que no sean capturas de pantalla, donde con un software los verifica rápido; y segundo, donde verifican realmente la identidad de la persona. En ese caso, puedo decir que los documentos que mandé solo han pasado el primer tipo de aceptación, el segundo todavía está en espera. Pero ni siquiera sé si los primeros (mi DNI y el selfie) han pasado el segundo tipo de verificación, y eso me estresa.

Bueno, les seguiré actualizando.

Today at 20:31 they answered me and asked me for pictures of my driver's license, but since I don't have one I said no. Then at 20:40 they asked me for pictures of my passport, and since I don't have one I said no. And then at 20:46 they asked me for my birth certificate, and I just sent them a picture of my birth certificate. In the end they told me that that picture is now being verified, and that I should wait. I guess now they have only passed the first type of acceptance like the others.

Well, I will continue to update you.

Hoy a las 20:31 me respondieron y me pidieron fotos de mi licencia de conducir, pero como no tengo les dije que no. Luego a las 20:40 me pidieron fotos de mi pasaporte, y como no tengo les dije que no. Y luego a las 20:46 me pidieron mi acta de nacimiento, y les acabo de enviar una foto de mi acta de nacimiento. Al final me dijeron que esa foto ahora está siendo verificada, y que debo esperar. Supongo que ahora solo ha pasado el primer tipo de aceptación como los demás.

Bueno, les seguiré actualizando.

Thank you for keeping me informed. Please let me know when your birth certificate is approved by the KYC department. Also, let me know if the casino requires any other documents for your verification.

It's been like 3 days and I still haven't gotten a response, now I'm really worried. Help me!!!

Han pasado como 3 días y todavía no me responden, ahora sí ya me preocupé. ¡¡¡Ayúdenme!!!

Well, finally they answered me. This time they asked me for another selfie with my face, the current date and a code. I just sent it and I'm waiting for the answer.

I will continue updating.

Casino Guru, could you please get a BetWinner representative into the conversation here so I can ask them why this is taking so long, thank you.

Bueno por fin me respondieron. Esta vez me pidieron otra selfie con mi rostro, la fecha actual y un código. Ya lo acabo de mandar y estoy a la espera de la respuesta.

Seguiré actualizando.

Casino gurú, ¿podrías por favor hacer que un representante de BetWinner entre acá a la conversación? Para poder preguntarle por qué está demorando todo esto, gracias.

Well, they answered me quickly and this time they asked me why I had another account registered. The truth is that I did have another account registered at Betwinner and I did it because I wanted to keep playing while they verified the other one. I didn't think it was that bad, but well, I didn't put that much money in to be honest.

I was able to withdraw the 800 soles that I had withheld, they approved it immediately and I already received it through BinancePay, which is the method I use.

Anyway, now the problem is about the money I had in the other account. I had 0 soles left in my balance, but I had previously requested a withdrawal of more than 60 soles by bank transfer and that it would arrive tomorrow morning. Initially, I deposited 5 soles in that other account to test if I could withdraw, I bet it all and won at a rate of 1.10 more or less and when I withdrew it they rejected it because I had to fill in my details. When I fill in my details I see that I must fill in up to the dates they ask for, but the email or phone number is not necessary, anyway, then I requested another withdrawal of the same amount and this time they approved it in 10 minutes and I received the payment in an hour. It seems that when it is not the weekend the payment by transfer arrives in an hour.

Another day I deposited more than 70 soles and lost them, then about 30 or 40 soles and won them in a bet that gave me the more than 60 soles that I am asking for help to withdraw. I withdrew them before they verified my first account and they approved the withdrawal, but since it was Saturday the payment would not arrive until tomorrow morning, and just now that they verified my account they merged it with the first one and apparently they cancelled the withdrawal or I don't know, because nothing is seen in the deposit or withdrawal section anymore.

I would like you to help me withdraw the remaining balance of more than 60 soles, thank you.

Bueno me respondieron rápido y esta vez me preguntaron por qué tenía otra cuenta registrada. La verdad si tenía otra cuenta registrada en Betwinner y lo hice porque quería seguir jugando mientras me verificaban la otra. No pensé que era tan malo, pero bueno, no puse tanto dinero la verdad.

Pudé retirar los 800 soles que tenía retenido, lo aprobaron al toque y ya los recibí por medio de BinancePay, que es el método que utilizo.

Como sea, ahora el problema es sobre el dinero que tenía en la otra cuenta. En saldo me quedaba 0 soles, pero antes había solicitado un retiro de más de 60 soles por transferencia bancaria y que me llegaría mañana en la mañana. Inicialmente en esa otra cuenta deposité 5 soles para probar si podría retirar, lo aposté todo y gané en un cuota de 1.10 más o menos y cuando retiré me lo rechazaron porque debía de rellenar mis datos. Cuando lleno mis datos veo que sí o sí debo llenar hasta las fechas que piden, pero no es necesario el email o teléfono, como sea, después solicité otro retiro de la misma cantidad y esta vez me lo aprobaron en 10 minutos y me llegó el pago en una hora. Parece que cuando no es fin de semana el pago por transferencia te llega en una hora.

Otro día deposité más de 70 soles y los perdí, luego como unos 30 o 40 soles y los gané en una apuesta que me dio los más de 60 soles que estoy pidiendo que me ayuden a retirar. Los retiré antes de que me verificaran en mi primera cuenta y me aprobaron el retiro, pero como era sábado el pago no me llegaría hasta mañana en la mañana, y justo ahora que ya me verificaron mi cuenta me la fusionaron con la primera y al parecer cancelaron la retirada o no sé, porque ya no se ve nada en la parte de depósito o retiro.

Quiero que ahora me ayuden a retirar ese saldo que queda de más de 60 soles, gracias.

Well, luckily today they made a manual deposit of 66.36 soles, which was what I needed to withdraw, and I was able to do it. Luckily, BetWinner was able to pay me everything. Casino Guru can now close this case.

Bueno felizmente hoy me hicieron un depósito manual de 66.36 soles que era lo que me faltaba retirar y ya pude hacerlo. Felizmente BetWinner pudo pagarme todo. Casino gurú ya puede cerrar este caso.

Dear DiegoMorante0610,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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. 

Best regards, 

Veronika Fritz 

Casino.Guru