Browinner Casino - La cuenta del jugador se ha cerrado tras un retraso en el retiro de fondos.

Hi, I have a problem with this mess.

I won around €469 playing my real balance on Hacksaw and Pragmatic slots. I requested a withdrawal on March 10th, but it was cancelled because an additional document (proof of deposit) was missing.

I also uploaded this document and it was approved after 1 day. The casino says I can now withdraw since all the uploaded documents have been approved.

Yesterday, March 12th, I requested the withdrawal again.

Today, March 13th, my withdrawal was canceled and my account was blocked, the support accused me of violating the casino's terms.

Obviously, I didn't do anything wrong, I just played their casino games and won. It seems absurd to me that the casino first asks for an infinite amount of documents and then, when my account is finally verified, arbitrarily decides to keep my money like that.

I hope you can talk some sense into the casino and convince them to pay me the winnings I'm entitled to.

Thanks in advance

Salve, ho un problema con questo casino.

Ho vinto circa 469€ giocando il mio saldo reale su slot hacksaw e pragmatic, ho richiesto il prelievo il 10 marzo ma mi è stato annullato in quanto mancava un documento addizionale (la proof of deposit).

Ho caricato pure questo documento e mi è stato approvato dopo 1 giorno. Il casino dice che adesso posso prelevare dato che tutti i i documenti caricati sono stati approvati.

Ieri, il 12 Marzo, ho richiesto nuovamente il prelievo.

Oggi, 13 Marzo, mi viene annullato il prelievo e mi viene bloccato il conto, l'assistenza mi accusa di aver violato i termini del casino.

Io ovviamente non ho fatto nulla di male, ho solo giocato ai loro giochi del casino e vinto, mi sembra assurdo che il casino prima chieda un'infinità di documenti e poi quando finalmente il mio conto è verificato decida arbitrariamente di tenersi i miei soldi così.

Spero possiate far ragionare il casino e convincerli a pagare le vincite che mi spettano.

Grazie in anticipo

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Browinner Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• 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 accusations made against you? 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

Hi Tomas, I'll answer you point by point:

• I've been playing on browinner since March 5th;
• I reached my current balance without using bonuses, I played using only the real money I deposited;
• Here's the email the casino used to justify closing my account:

The point they mentioned refers to documents, but I promptly fulfilled both document requests, uploading all the required documents, and they were approved. I still have the emails confirming that both document requests were fulfilled:

So it really seems like they're trying to avoid paying my winnings. It's absurd. I hope you can help me make them see reason.

Thanks in advance

Ciao Tomas, ti rispondo punto per punto:

• gioco su browinner dal 5 marzo;
• ho raggiunto il mio saldo attuale senza usare bonus, ho giocato usando solo i soldi reali che ho depositato;
• ecco l'email con cui il casino ha giustificato la chiusura del mio conto:

Il punto che hanno citato parla dei documenti, ma io ho soddisfatto tempestivamente entrambe le richieste di documenti che mi hanno fatto, caricando tutti i documenti richiesti e sono stati anche approvati. Ho ancora le email che confermano che entrambe le richieste di documenti sono state soddisfatte:

Quindi mi sembra proprio che si stiano arrampicando sugli specchi per non pagare le mie vincite. Davvero assurdo. Mi auguro che voi possiate aiutarmi a farli ragionare.

Grazie in anticipo

Dear fer3na,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear fer3na,

I sincerely apologize for the inconvenience you've experienced with the blockage of your account. I will promptly reach out to the casino to address this matter as swiftly as possible. Additionally, I would like to invite a representative from Browinner Casino to join this discussion in order to assist in resolving your complaint.

Dear Browinner Casino,

Could you please clarify the reasons behind the player's account blockage? Furthermore, it would be appreciated if you could provide any supporting evidence. You may choose to include the statement and evidence here or send it directly to my email at jana.k@casino.guru.

Thank you in advance for your cooperation and for providing this information.

Kind regards,

Jana

Dear fer3na,

Your account has been permanently closed and winnings confiscated due to fraudulent activity.

The company has a strict anti-fraud policy and uses various anti-fraud tools and techniques.

If the player is suspected of fraudulent activity, including but not limited to participating in collusion of any kind with other players, creating two or more accounts, engaging in other types of fraud, or becoming insolvent in their country of residence, the Company reserves the right to terminate this account, terminate and suspend all accounts, and suspend all payouts to the player.

All information that you provide to the Casino during the term of validity of this agreement is true, complete, and correct, and you shall immediately notify the Company of any change of such information.

It’s the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.

The company also reserves the right to notify the relevant regulatory authorities of the player’s fraudulent activities.

Dear Jana,

We have sent you an email with further details.

Best regards,

Browinner Casino

I would like to clarify several important points regarding this case.

First, I have successfully completed the full KYC verification process, and all my documents were approved by the casino prior to the account closure. This confirms that my identity and all provided information are genuine.

Second, while I did use a bonus at some point, I did not generate any profit from it. The bonus was lost, and therefore it cannot reasonably be used as justification for confiscating my winnings.

Third, I strongly deny any involvement in fraudulent activity, collusion, or multi-accounting. I have only ever used a single account and placed my casino bets independently. If the casino is making such serious accusations, I kindly request that they provide specific evidence of the alleged violation.

At this point, the only explanation provided is a very general reference to "fraudulent activity," which is not sufficient justification for withholding my funds.

I respectfully ask the casino to:

• Clearly specify which exact rule I have violated,
• Provide evidence supporting their claim,
• Reconsider their decision and process my withdrawal.

If no concrete evidence can be provided, I believe the confiscation of my winnings is unjustified.

Thank you.

Dear fer3na,

Following a thorough manual review, your KYC verification has not been approved due to a confirmed breach of Clause 12.1 in our Terms and Conditions.

Additional details have been provided to CasinoGuru for their records. However, due to our strict security protocols, we are unable to disclose this information directly to you.

This decision is final, as it stems from a clear violation of the Terms and Conditions you accepted upon registration. We regret any frustration this may cause but must uphold our regulatory obligations consistently.

Dear Jana,

Should you have any questions about the information provided, please let us know, and we will respond promptly.

Kind regards,

Browinner Casino

You asked me for the documents twice and approved them both times.

Now you're using this excuse to avoid paying my balance withdrawal?

If you have any other requests for documents, I'll have no problem providing them. I don't think I violated any rules since all the information I provided is correct.

If you no longer want me as a customer, I accept that, but you have the obligation to return my money, otherwise you are behaving incorrectly.

Mi avete chiesto i documenti due volte ed entrambe le volte li avete approvati.

Adesso tirate fuori questa scusa per non pagare il prelievo del mio saldo?

Se avete altre richieste di documenti non avrò problemi a fornirli. Non penso di aver violato nessuna regola dato che tutti i dati che ho fornito sono corretti.

Se non mi volete piu come cliente lo accetto, ma avete l'obbligo di restituire il mio denaro, altrimenti vi state comportando in maniera scorretta.

Dear fer3na,

Please be advised that during the verification process, a clear breach of our Terms and Conditions, specifically Clause 12.1 was identified. As this breach is substantial, no further documentation is required, and the decision remains final.

Furthermore, in accordance with Clause 12.1, breaches of this nature result in the confiscation of associated funds.

By registering on our website, you acknowledged and accepted our Terms and Conditions. Please understand that we are obligated to uphold these rules and apply them consistently across all cases.

Dear Jana,

We have previously provided supporting proof of our findings via email. Should you require us to resend the materials or need any additional clarification, please do not hesitate to inform us.

Thank you for your understanding.

Kind regards,

Browinner Casino

Dear fer3na,

After carefully reviewing the evidence provided by the casino, I regret to inform you that I must reject your complaint. Please do not hesitate to reach out to us if you encounter any issues in the future.