BETWINNER Casino - La cuenta del jugador está bloqueada y el retiro está retrasado.

Hello, the thing is, well, I played a couple of times and won. The last recharge was a, let's say, strong bet, in which I also won. When I went to withdraw, my account was blocked and they asked me to contact the security team to request my information. First, they asked me to complete the registration, which I did and they contacted me again. Then, they asked me for photos of my ID, which I also provided. Finally, I don't know why, they asked me for a certificate confirming that I am not addicted to gambling. I thought it was a data verification. I would like you to help me, please.

Hola, el tema es que bueno estuve jugando un par de veces, y gane, la ultima recarga fue una apuesta digamos que fuerte, en el que tambien gane, al momento de retirar mi cuenta se bloqueo y me pidieron que me contacte con el equipo de seguridad para pedirme datos, me pidieron primero que complete el registro, cosa que hice y me volvi a contactar, despues me pidieron fotos de mi documento, que tambien aporte y por ultimo no se porque me pidieron certificado que confirme que no tengo adiccion al juego, pense que era una corroboracion de datos. Me gustaria que me.ayuden por favor

Dear walterignacio097,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with BETWINNER Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• Have you ever requested for a self exclusion in this or any other casino because of the gambling problem?
• Is this document the only reason you are not fully verified yet?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I registered a month or so ago, and I haven't requested any self-exclusion either. It's that supposed document that's preventing me from completing verification. I asked for an explanation, and they told me it was provided earlier in the email thread, which they didn't. Then they told me they'll ignore my emails for not presenting said document from now on.

Hace un mes o menos que me he registrado y no solicite ninguna autoexclusion tampoco. es ese supuesto documento que me impide completar la verificacion. Pedi una explicacion, me dijeron que fue brindada anteriormente en el hilo de correo, cosa que no lo hicieron y luego me dicen que van a ignorar mis correo por no presentar dicho documento de aca en adelante.

Dear walterignacio097,

thank you for your message.

• Have you been given an explanation of why you may be suspected of having a gambling problem?
• Have you ever had any successful withdrawals with this casino?
• Could you please confirm your ability to comply with the casino's instructions and provide the aforementioned document?

Looking forward to your reply,

Katarina

Dear Catalina.

•I asked for an explanation as to why they were asking me for this, and they didn't give it to me. They only demanded the aforementioned certificate.

•I've had successful withdrawals of smaller amounts. It's rare that, just when the amount is considerably large, they ask for your information.

•I can't provide that document because I'd basically have to be in a rehabilitation center, and that's absurd because I've never been there or needed to. But I can provide my personal information and the payment method I used for transactions and such.

I look forward to your response.

Estimada catalina.

•Pedi una explicacion porque me piden eso y no me la dieron, solo me exigieron el dicho certificado.

•Eh tenido retiros exitosos de menor monto. es raro que justo Cuando el monto es considerablemente grande te pidan datos.

•No puedo proporcionar dicho documento porque basicamente tendria que estar en un centro de rehabilitacion y es absurdo porque nunca estuve o nesecite. Pero si puedo de mis datos personales y el medio de pago que utilice para las transacciones y esas cosas.

Estoy atento a su respuesta.

Dear walterignacio097,

thank you for your message and the update.

While this request may seem unusual, particularly given that you haven't previously mentioned a gambling concern, I suggest obtaining a supporting statement from your family physician.

Would you be willing to request this from them?

Looking forward to your reply.

Katarina

Dear walterignacio097,

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.

Dear Catalina.

Sorry, I was busy and forgot to reply.

I'll see if I can get what's being asked of me. I can't guarantee that I'll get the statement, but I'll try to request it as long as I have the time and resources.

I look forward to your reply.

Estimada catalina.

Disculpe, estaba ocupado y me olvide de responder.

Vere si puedo conseguir lo que se me pide, no le aseguro que conseguire dicha declaracion pero hare el intento de pedirla en lo que disponga de mi tiempo y mi alcance.

Espero su respuesta.

Dear walterignacio097,

thank you for your message. My apologies for the late reply, but I was on a sick leave and unable to respond.

Were you able to obtain such a document from your physician, please?

Looking forward to your reply,

Katarina

Dear Catalina.

I still haven't been able to obtain the aforementioned document from my doctor. I'm short on work time, and I wouldn't ask for the day off for this reason either. As I mentioned earlier, I'll do it when I have time and try to get it. I wanted to know if there's any way I can withdraw my money, even if it's the last deposit I made. If they don't want to give me the full amount, they should give me the last deposit because it's my money, and that would be unfair. In the meantime, I'll see if I can find some time to obtain the aforementioned document.

I look forward to your reply.

Estimada catalina.

Todavia no pude obtener el dicho documento de mi medico. Por temas de trabajo no estoy disponiendo de tiempo y tampoco me pediria el dia por este motivo. como le comente en el anterior tiempo, cuando disponga de tiempo lo hare y tratare de conseguir. Queria saber si habra alguna alternativa para poder retirar mi dinero, aunque sea el ultimo deposito que hice ya si no me quieren dar el total que me den lo ultimo depositado porque es dinero mio y seria injusto. Mientras tanto vere si me hago un tiempo para sacar dicho documento.

Espero su respuesta.

Dear walterignacio097,

thank you for your message.

I understand that obtaining this health document may be inconvenient. While I disagree with the necessity of this requirement, I am concerned that we cannot proceed with your complaint without it. I apologize for this inconvenience. Please obtain the requested form from your physician, keeping in mind that doing so will allow you to claim your winnings.

I will keep this complaint open for another 7 days. If the document is not provided within this timeframe, I will be forced to close the complaint.

Looking forward to your reply,

Katarina

Dear walterignacio097,

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.

Dear Catalina.

Unfortunately, I haven't been able to obtain the aforementioned document. I've been busy with work-related issues these past week, and I'll be stuck indefinitely. I'd rather focus on what's important. It's best to reject the complaint. If I ever find some time and get the requested document, I'll file a new complaint with it. If not, well, unfortunately, I'll have to give up that money and learn a lesson from these casinos. Thank you for your time.

Estimada catalina.

Lamentablemente no he podido conseguir el dicho documento, estuve ocupado en estas ultima semana de temas laborales y voy a estar asi por tiendo indefinido. Prefiero dedicarme a eso que es lo importante, lo mejor es que rechace la queja. si en algun momento me hago un tiempo y consiga el documento pedido ,realizare una nueva queja con el documento hecho. si no, bueno, lamentablente tendre que dar por perdido ese dinero y llevarme una leccion de estos casinos. Gracias por su tiempo dedicado.

Dear walterignacio097,

thank you for your message.

We understand that your current schedule prevents you from obtaining the necessary documentation. While we maintain that this document would have facilitated the processing of your winnings, we respect your decision and will proceed to close your complaint. We regret that we are unable to assist you further at this time. Please do not hesitate to contact us with any future concerns regarding this or any other casino. We are committed to providing assistance.

All the best,

Katarina