BETWINNER Casino - La solicitud de retiro del jugador está retrasada.

Hello, today I wanted to withdraw my money and it requires me to send my identity documents (something I had already submitted before). I sent my documents again and they are not responding to my emails. I want my right to withdraw my money to be upheld. This is a scam by BetWinner.

Hola, el día de hoy quise retirar mi dinero y me pide que envíe mis documentos de identidad (algo que ya había enviado anteriormente). Envié nuevamente mis documentos y no me responden los emails. Quiero que se cumpla con mi derecho de poder retirar mi dinero. Esta una estafa lo que hacen desde BetWinner

Hello Ana.p,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BETWINNER Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Good morning Nick. I have been playing on that platform for 3 years, last year the documents were already sent and approved. I have wanted to withdraw my money for 2 days and since I won more than usual they won't let me withdraw it normally. I sent my ID which is the first thing they ask for and they don't even respond. I don't want to wait days again to get a response and continue delaying the withdrawal of my money.

Buen día Nick. Hace 3 años que estoy jugando en esa plataforma, el año pasado los documentos ya fueron enviados y aprobados. Hace 2 días que quiero retirar mi dinero y como gane más de lo normal no me permiten retirarlo de manera normal. Envié el dni qué es lo primero que piden y ni siquiera responden. No quiero esperar nuevamente días para obtener una respuesta y seguir dilatando el retiro de mi dinero.

Hello Ana.p,

Either way, even verification and withdrawals may take up to 14 days so I would recommend to wait only if it's been less.

Meanwhile, can you forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear Ana.p,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.