BETWINNER Casino - El retiro del jugador se retrasa debido a la solicitud de documentos.

I'm trying to withdraw funds to my Binance account. They're asking for some documents, which I've already sent. They asked for a selfie showing my ID with the emails they send me in the background. I've already done that and sent everything. And they're keeping me waiting, and I haven't been able to withdraw my earnings.

estou intentando hacer mis retiros a mi cuenta de Binance. Y me están pidiendo unos documentos. Los cuales ya he enviado. Me pidieron una selfie mostrando mi cédula y de fondo los correos que ellos me mandan. Ya lo hice y envié todo. Y me tienen esperando y no he podido retirar mis ganancias.

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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.

• Is your player's account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirement and other relevant exchanges between you and support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear Dalaro1423,

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,
Tomas
Casino.Guru