BETWINNER Casino - La cuenta del jugador ha sido cerrada injustamente.

Account ID: 804259613

VIP Status: Ruby (Level 8) with 10,991,764 Experience Points

Total Deposits: Over 400,000 TRY

My account was unjustly locked for 1.5 years. When Betwinner finally reactivated it, they completely wiped my balance and all accrued VIP benefits to ZERO.

Despite having 11 million experience points and Ruby status, I am being treated like a new user. My pre-closure balance was erased, my VIP cashback rights were removed, and customer support refuses to escalate to Senior Management or VIP Department.

I have full evidence:

- Screenshot of 10,991,764 points and Ruby status

- Deposit receipts totaling 400,000+ TRY

- Chat logs showing support's refusal to escalate

I am requesting restoration of my pre-closure balance, all earned VIP cashback, and appropriate compensation for 1.5 years of lost access.

This case is already submitted to AskGamblers (AGCCS) and Curacao Gaming Authority.

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Dear Emirhan2541,

Thank you very much for submitting your complaint. I'm sorry to hear about the problems you've encountered with your casino account.

To better understand your situation and to assist you more effectively, could you please provide clarification on the following points:

• Can you confirm the exact date when your account was locked and when it was reactivated?
• Have you received any official communication from Betwinner regarding the account lock and the removal of your balance?
• Could you specify the total balance that was wiped off your account when it was reactivated and the reason given by the Casino?

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,

Petra

Dear Mr. Berkin,

Thank you for your reply.

Based on the casino’s response, it appears that your account was previously blocked, and as a result, you were excluded from all bonus offers and promotions. Please note that participation in VIP or loyalty programs is entirely at the casino’s discretion. Casinos may change the rules of these programs at any time, and they are not obligated to provide loyalty rewards or benefits to players. Additionally, they may exclude players from such programs without prior notice. For this reason, we are unable to intervene in matters related to VIP or loyalty bonuses.

I have also reviewed the Responsible Gambling section of the casino’s terms and found that, under Player Protection Measures, the casino may take certain actions if they detect signs of problematic gambling behavior. These measures can include deposit limits, temporary account suspension, or even self-exclusion in cases where a player is considered to be at high risk.

In such situations, the casino may impose restrictions or permanently close an account on its own initiative as a protective measure.

However, to better understand your case, could you please clarify the following:

• Were you ever informed by the casino that your account was being restricted or closed due to responsible gambling concerns?
• Did you receive any prior warning, notification, or communication suggesting such measures might be applied to your account?
• Could you please confirm whether you have ever requested self-exclusion due to gambling addiction?
• Additionally, if you have any further communication from the casino regarding this matter (emails, chat transcripts, or screenshots), please share it with us. You can send the documents to petra.h@casino.guru or upload them directly to the complaint thread.

Thank you again for your cooperation.

Dear Emirhan2541,

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,
Petra
Casino.Guru