BETWINNER Casino - El retiro del jugador se retrasa debido a problemas de verificación.

I registered and entered about 2,500 USDT in several deposits and I have reached 5,000 USDT in total in the account. I proceeded to withdraw 500 USDT a few days ago and there was no problem. The problem has arisen now when I want to withdraw all of my money they are making me assume a super long verification process asking me something new each time and asking me questions about what relationship I have with X people I don't even know. I have a bad feeling that it will be a long and tedious process and they will not want to return my funds since they have limited my account, they have limited me in fees and liquidity. And from the experience of other users, it took months to collect and I do not want the process to be so long. They do not solve anything by chat, they only tell me by email and when they feel like it. I need your help to verify me so I can withdraw my funds and escape from this casino.

Me registre y ingresé unos 2.500 usdt en varios depósitos y he llegado a 5000 usdt en total en la cuenta procedi a retirar 500 usdt hace unos días y no hubo problema el problema se ha presentado ahora cuando quiero retirar el total de mi dinero me están haciendo asumir un proceso de verificación super largo pidiéndome una cosa nueva cada vez y haciéndome preguntas de qué relación tengo con X personas que ni conozco. Tengo un mal presentimiento de que será un proceso largo y tedioso y no querrán reintegrarme mis fondos ya que me han limitado la cuenta me han limitado en cuotas y en liquidez. Y por experiencia de otros usuarios tardaron meses en cobrar y no quiero que sea tan largo el proceso. Por chat no solucionan nada solo me dicen por correo y cuando les apetece a ellos. Necesito vuestra ayuda para que me verifiquen y así poder retirar mis fondos y huir de este casino

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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.

• When have you registered an account in the casino?
• Which documents have you provided to the casino during verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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

I registered on 09/21 on the website and made several deposits that accumulated $2,500 USD and now I have $5,000 USD in the account. It was all in sports betting and the documentation provided to the casino was an ID with the date of the day on a sheet of paper so they could verify that it was on the day and a selfie holding my ID, where the conversation and emails I had with them with the security team and holding my ID could be seen. Communication with them was fluid but when I sent them everything they asked for, they stopped answering and told me they would get back to me.

I've read cases of people who haven't received payment for more than three months, and I don't want to be that person. That's why I need your help to expedite the process and not give me the runaround and leave me on read, since they're holding up quite a bit of money. I've attached the email conversation I had with them and the security team in the previous message.

Me registré el 21/09, en la web y hice varios ingresos que acumularon 2.500 USD y ahora tengo en la cuenta 5.000 USD ha sido todo en apuestas deportivas y la documentación aportada al casino ha sido ID con fecha del día en una hoja para que verificarán que era en el día y un selfie sujetando mi ID, donde se vieran la conversación y los correos mantenidos con ellos con el equipo de seguridad y sujetando mi ID, la comunicación con ellos fue fluida pero cuando les mandé todas las cosas que me pedían me dejaron de contestar y me dijeron que ya me responderían.

He leído casos de gente que ha tardado más de 3 meses sin cobrar y no quiero ser yo esa persona por eso necesito su ayuda para que se agilicen y no me den largas y me dejen en visto ya que es bastante dinero el que me tienen retenidos. Les adjunté en el anterior mensaje la conversación que tuve con ellos por mail con el equipo de seguridad

Thanks for the update and explanation.

Has the casino concluded the verification of your account since your last reply?

Please let me know.

Good morning, nothing yet. I'm still trying to get them to verify me. Every two days they ask me for something different. I've already sent them my ID scanned on both sides, a selfie with my ID and the email I have with security, an internet bill with my utility address, and my international passport. They also asked me for a driver's license, but I don't have one. If you could provide me with an email address, I can attach a PDF of the entire conversation I had with them because every two or three days they come up with something new, and the process never ends. I've already exchanged about 18 emails with them.

Buenas aún nada, sigo tratando con ellos para que me verifiquen, cada dos días me piden una cosa distinta, ya les he mandado mi id escaneado por ambas caras, selfie con mi id y el correo que tengo con los de seguridad, factura de internet con la dirección de mi suministro, y mi pasaporte internacional, me solicitaron también la licencia de conducir pero no poseo ninguna. Si me facilita un correo electrónico le puedo adjuntar en PDF toda la conversación que tengo con ellos porque cada 2-3 días me salen con una cosa nueva, y no acaba nunca el proceso. Llevo ya como 18 correos intercambiados con ellos

Thanks for the update.

Forward the relevant communication to my email at tomas@casino.guru

Thanks in advance for your reply.

I already sent the information to your email yesterday, Tomas. I don't know if you read it. I included the conversation I had with the casino. I've exchanged 18 messages with them, and as you can see, they respond to me every 2-3 days asking for something new and different.

Ya le envie la informacion a su correo ayer Tomas, no se si la habrá leido, le inclui la conversacion mantenida con el casino, llevo 18 mensajes intercambiados con ellos, y me responden como puede ver cada 2-3 dias pidiendo una cosa nueva distinta

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BETWINNER Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BETWINNER Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Casino.Guru Team,

Thank you for contacting us regarding the complaint submitted by player ID 1394*****.

Our Security Department has reviewed the player’s case. Please note that the player can be verified without providing a driver’s license, and he has already been informed accordingly.

As part of the ongoing verification process, today our Security department specialists have requested an additional photo — a selfie of the player holding his ID and showing the device with the cryptocurrency transaction to BetWinner. This is a standard security measure to confirm that the deposits were made from the player’s own crypto account.

Best regards,

Betwinner Team

I have no problem taking the photo and sending it to you. The problem is that every time I send you something, you ask me for a new one and we never finish. I have sent you more than 20 emails and the verification process never ends. Now, in a little while, I will send you the photo that you sent me, and in 2-3 days, you will ask me for something else and we have been like this for almost a month.

No tengo problema en hacerme la foto, y pasarosla el problema es que cada vez que os paso una cosa me pedís otra nueva y nunca acabamos llevo más de 20 correos con vosotros y no se acaba nunca el proceso de verificación, ahora en un rato os mandaré la foto que me habéis mandado, y en 2-3 días me volveréis a pedir otra cosa y así llevamos ya casi un mes

I have just requested the last documentation from BETWINNER CASINO, and I hope it is the last, because this is a never-ending process and we have been going for almost a month and have exchanged about 25 emails requesting something new and different in each email.

Ya les acabo de solicitar BETWINNER CASINO, la documentacion ultima que me habeis pedido, espero que sea la ultima, porque es un proceso sin fin este y llevamos ya casi un mes y unos 25 correos intercambiados solicitando una cosa nueva y distinta en cada correo

Dear all,

Please be informed that on October 13, 2025 our Security Department requested a selfie from the player, showing their identification document, the current date, and the verification code provided for this purpose.

As of today, the requested document has not yet been submitted. The verification process remains on hold until the player provides the required materials.

We kindly ask the player to complete this step at their earliest convenience so that the verification procedure can move forward without further delay.

Best regards,

Betwinner Team

Hi, I had lost my email. I just sent you the selfie, with today's date and the code you gave me.

Buenas, se me habia extraviado el correo les acabo de mandar el selfie, con la fecha del dia de hoy y el codigo que me pusieron

I have already been verified and I have withdrawn my funds. Thank you very much. I am closing the complaint.

Ya me han verificado y he retirado mis fondos muchas gracias cierro la queja

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

Dear Casape95,

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,

Romi