BETWINNER Casino - プレイヤーのアカウントがブロックされました。

Hello, i just earn 9200~ on betwinner and when i tried to withdraw my wins they lock my account and ask me to provide some documents, i did and now i can't connect on my account, i'm waiting my withdraw since 2 weeks now

Dear Yassine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Unfortunately, some casinos block players' accounts until the verification is completed.

Could you please advise which documents have you provided? Would you be so kind as to confirm that you provided all documents in the correct format and in high quality?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, i submited all documents required by the casino, credit card used, with bank statement with my ID card. I already withdraw multiple times on their website but when i tried to withdraw my 9K they dont want.

Thank you for your reply, Yassine. Do I understand correctly that even though you have submitted all the required documents, you have not yet received any confirmation of successful verification?

Have you recently tried contacting the casino regarding this issue? Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru.

Dear Yassine,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.