BETWINNER Casino - Los retiros de los jugadores están bloqueados mediante una verificación exhaustiva.

Total scam

I've been playing for a few weeks and now, when I want to withdraw money, they ask me for a large amount of different documents (ID, bank information, credit cards, crypto wallets, selfies, selfies with ID and in the background the email listing with them from another device...)

I've sent them all the proof they requested. ALL. All original documents.

Their answer when they have nothing else to ask is literally this:

"Scanned copies or screenshots are not accepted for verification".

"Without providing the requested files, it is impossible to proceed. All your other messages will be ignored".

I didn't send any screenshot or scanned copies, everything original.

They don't reply to more emails and they keep my money.

they are complete scammers. I hope they change their minds and allow the withdrawal of my money because I haven't done anything. they simply don't want to pay, it's that simple

Estafa total

He jugado durante algunas semanas y ahora, cuando quiero retirar dinero, me piden una gran cantidad de documentos diferentes (identificación, información bancaria, tarjetas de crédito, monederos de crypto, selfies, selfies con identificación y de fondoel listado de email con ellos desde otro dispositivo...)

He enviado todas las pruebas que me han pedido. TODAS. Todos los documentos originales.

Su respuesta cuando no tienen nada más que preguntar es literalmente ésta:

"No se aceptan copias escaneadas ni capturas de pantalla para verificación".

"Sin proporcionar los archivos solicitados, es imposible realizar más acciones. Todos los demás mensajes suyos serán ignorados".

No envié ninguna captura de pantalla ni copias escaneadas, todo original.

No contestan más correos electrónicos y se quedan con mi dinero.

son unos estafadores totales. Espero que cambien de opinión y permitan el retiro de mi dinero porque no he hecho nada. simplemente no quieren pagar, así de sencillo

Dear nieveseslo, 

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 any of your identity documents been approved?

Have you provided all the required documents as soon as possible and in the correct format? Kindly bear in mind that if scans are not accepted, you should send a PDF document downloaded directly from your bank or other institution, depending on the nature of the document.

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

Hello!

I had not read your response, I was not notified by email.

Yes, I have responded to each and every email, sending all the required documentation in a timely and correct manner:

• ID
• Selfie with ID
• Card information and payment method
• Information and entry capture through cryptocurrency and my virtual crypto wallet
• Selfie and video selfie with my ID and the email thread with them
• Electricity bill in my name and address
• Capture of the bank where you see my name and they were going
• Official certificate from my bank with my name and account number

After sending everything, they keep asking me for more and more and more things.

The last one after having sent the electricity bill and bank details is this:

You should send us photos of utility bills for the last 3 months (eg payments for gas, water, electricity). Your name should be seen on it.

You may also provide us with the photo of the bank statement where your name and your address are seen.

I am desperate, it doesn't matter what I send them, they are going to continue asking me for things or saying that everything is wrong.

The helplessness I feel is incredible, I have never experienced anything like this.

My user number is: 680******

Greetings and I hope you can help me!

Hola!

No había leído vuestra respuesta, no se me notificó por email.

Sí, he respondido a todos y cada uno de los correos, enviando toda la documentación requerida en tiempo y forma correcta:

• DNI
• Selfie con DNI
• Información de la tarjeta y método de pago
• Informaci´ón y captura de ingreso mediante cryptomoneda y mi monedero de crypto virtual
• Selfie y video selfie con mi DNI y el hilo de correos electronicos con ellos
• Factura de electricidad a mi nombre y domicilio
• Captura del banco donde se ve mi nombre e iban
• Certificado oficial de mi banco con mi nombre y numero de cuenta

Despues de enviar todo, me siguen pidiendo más y más y más cosas.

La ultima despues de haber enviado la factura de electricidad y datos del banco, es esta:

You should send us photos of utility bills for the last 3 months (e.g. payments for gas, water, electricity). Your name should be seen on it.

You may also provide us with the photo of the bank statement where your name and your address are seen.

Yo estoy desesperada, da igual lo que les mande, que van a seguir pidiendome cosas o diciendo que todo está mal.

Es increíble la impotencia que siento, jamás habia vivido algo así.

Mi numero de usuario es: 680******

Un saludo y espero que podais ayudarme!

I understand your frustration. However, kindly keep in mind that the casino is eligible to request additional verification documents if the need arises. Could you please confirm if you sent your utility bills for the last three months to the casino?

Could you please advise if any of your documents were approved by now?

Yes, I sent a utility bill for the last 3 months, they have approved all the documents I have been sending, and twice they have sent me the email "Your data is under verification now. Wait for the answer, please."

After that, they asked me again for more surrealist documents.

First, a driving license, when I don't have a driving license, and second, a photo with a piece of paper writing on it a code that they told me and with today's date, and so that my face could be seen.

They won't stop asking for surreal documents, no matter what I send them. They don't want to let me withdraw my money

Sí, envié factura de servicios publicos de los ultimos 3 meses, me han aprobado todos los documentos que he ido enviando, y dos veces me han mandado el email "Your data is under verification now. Wait for the answer, please."

Despues de eso, me han vuelto a pedir más documentos surrealistas.

Primero carnet de conducir, cuando yo no tengo carnet de conducir, y segundo una foto con un papel escribiendo en el un codigo que me han dicho ello y con la fecha de hoy, y que se viera mi cara.

No van a parar de pedir documentos surrealistas, da igual lo que les mande. No me quieren dejar retirar mi dinero

It may seem like a tiring task, but asking for additional documents to verify one's identity is a common procedure in many casinos. Typically, the verification process is a one-time event, and once it is completed, subsequent withdrawals should be processed more smoothly and quickly. Can you please confirm whether you have sent the additional documents to the casino? Have they been approved yet? Kindly inform me of the status so that we can proceed with your case. Thank you in advance.

This is absurd, I don't know what this page is for

You've already asked me that 3 times and I've answered the same thing.

esto es absurdo, no se para que sirve esta pagina

ya me has preguntado eso 3 veces y te he respondido lo mismo

Thank you very much, nieveseslo, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you nieveseslo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BETWINNER Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear nieveseslo, I was in contact with the casino affiliate and according to their team, you have passed the verification on the 4th of December and were able to withdraw your winnings. Can you confirm you have received your funds? Thank you in advance for your cooperation!

Yes, I was finally able to withdraw them after a month of very surreal and crazy verification.

thank you

sí, finalmente pude retirarlas despues de un mes de verificacion muy surrealista y loca.

gracias

Dear nieveseslo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Peter