BetterWin Casino - プレイヤーのアカウントは閉鎖されました。

Hi,

I made an account at Betterwin on 9th August and deposited €100 in crypto the same day. I played without any bonus.

Later I noticed I had written the wrong birth year by mistake. On 14th August you asked me for a signed letter and ID to fix it, which I sent.

After that, I tried to verify through Sumsub, but the system was stuck. It kept showing an error about my date of birth. I told you about this on 20th August.

On 26th and 27th August I contacted you again and explained that the system was still stuck. I even sent screenshots. You said you would escalate it, but nothing got solved.

About 10 days ago, my account got blocked because it wasn’t verified. But it was impossible to verify because your system (called sumsub) didn’t work. Now your site has been in maintenance for about a week and I can’t log in at all.

I had €6,800 in my account when it was blocked.

I want my account verified!!! And i want to be able to withdraw!

Have a good day from M****

Dear Maintance100,

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

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

• Could you please clarify what information you entered and what information you intended to enter?
• Has the rest of your registration information been accurate?
• Could you please forward all communications you have had with this casino regarding this matter to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Could you please clarify what information you entered and what information you intended to enter?

Yes by accident the year on my birthdate was wrong by one year my mouse/keyboard must have slipped.

Has the rest of your registration information been accurate?

Yes ofcourse this was just a small mistake wich was intended,

Could you please forward all communications you have had with this casino regarding this matter to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

I have sent you now multiple emails from them and me

Hello Maintance100,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Maintance100,

thank you for your message, emails and patience.

According to your email communication, the year of birth was successfully changed in the casino records. Is that correct?

Are you able to request your withdrawal now, please?

Looking forward to your reply,

Katarina

Yes thats correct casino has corrected it.

Im not able to request withdrawal iam greeted with this enter page of the website.

Also last time i was blocked from accessing my account because it wasnt verified - i tried to verify but the verification system wasnt allowing me to.

Please help i feel hopeless!!!

Thank you very much, Maintance100, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Maintance100,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite BetterWin Casino to join the conversation.

Dear BetterWin Casino,

I kindly request your clarification regarding the current status of the player’s verification process. The required documents were submitted several weeks ago by the players, and I would like to understand the reasons for the delay. As confirmed in your previous email, the earlier issue regarding the player’s date of birth has already been resolved. Therefore, we kindly request an update on why the verification has not yet been completed.

If any additional documents are still required, could you please specify which ones? Thank you in advance for your attention to this matter.

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there! My name is Tiane, the AM representative from Betterwin Casino.

We regret to hear of the technical issues you have experienced at your time with us & appreciate you bringing this to our attention.

I would like to inform you that I have immediately taken this up with our technical support team to get this resolved for you as soon as possible, regarding all your above mentioned points.

I will revert back shortly with updates & next steps at the soonest!

T

Dear Tiane,

Thank you for your reply. I am hopeful that we can progress with this case towards a resolution in the near future.

We eagerly await your suggestion regarding the next step.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Maintance100,

Could you please confirm whether the matter has been addressed by the casino team?

Dear Maintance100,

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.

Hello i recived this message a couple of days ago:

Betterwin Support

Oct 7, 2025, 4:51 PM

to me

Hello Malin,

Greetings from Betterwin.

In relation to your account and the account activity from within, business decision had been made ultimately to act, in line, with the Terms and Conditions in which you had agreed to be bound by, upon entering and using the site.

The Terms we refer to are as follows:

In accordance with point 4.4 of our Terms and Conditions:

"www.betterwin.com reserves the right to pay out winnings at its discretion, once all verification checks have been carried out to satisfaction and all account details have been deemed true and correct and in good faith."

During the verification process it had been brought to the Casino’s attention that elements and items of the account and the details within had not been submitted truthfully/ correctly/ in good faith, the Casino’s decision to terminate business relations with your account was issued and the account access revoked and all activity unaccounted for under the basis that all proceding activity beyond the stage of the submission of details not completely true/ correct/ honest left null and voided.

As such, your deposit that you had made to load your account also needs to be refunded to yourself, and in order to that we require you to provide us with an appropriate ETH wallet address to where we can send the funds to in order to issue the refund.

Best regards, 

Betterwin Casino Support

So my mouse slipped and now they can just void all my winnings? I did everything in my power to fix this and it was correctly fixed. . On 14th August they asked signed letter and ID to fix it, which I sent and it was corrected.

Now they comeback several weeks later and say it was all for nothing and voided all my winnings? So Unfair. Please help me GURU

Dear Maintenance100,

Thank you for your response. While it is indeed very important that all information related to player account details is entered truthfully and accurately, if the incorrect date of birth was genuinely an unintentional error (which appears to be the case), then withholding the winnings solely for this reason does not seem fair.

Dear BetterWin Casino,

I would appreciate it if you could clarify the reasons behind your decision not to release the player's winnings, especially since your previous email confirmed that the earlier issue concerning the player's date of birth has been resolved. At this point, this choice appears to contradict the fair and transparent practices we anticipate from casinos and what we promote within the industry.

If there are any additional factors that influenced this decision, please feel free to share them with me at michal.k@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Maintenance100,

I have tried multiple times to contact the casino, but I have not received any further response. I’m afraid there is not much that can be achieved without cooperation from their side.

While the casino team has not confirmed that the reason for their decision is the previously incorrect date of birth, but it seems this was the reason. From a strictly technical standpoint, the incorrectness constitutes a violation of the rules; however, it has not been demonstrated that this action conferred any unfair advantage to you, and moreover, they have previously confirmed that the date of birth has been corrected when you provided them with the requested documents.

Given that all other information in your casino account was filled correctly, you provided your document for the KYC, and you won in accordance with the bonus rules, we believe that taking significant measures, such as voiding your winnings solely due to this most likely unintentional minor mistake—despite the absence of any unfair advantage—does not align with the fair gambling practices we advocate for in our commitment to providing a safe and equitable gambling environment.

Since the casino became unresponsive, we regret to inform you that there is nothing further we can do from our side. In line with our mission to promote fairness and transparency in online gaming, we consider the casino’s actions in this matter to be unjust. Therefore, this case will now be closed as Unresolved – Against Fair Gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Usually, in the meantime, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website, but as the casino's webpage is not really fully functional at the moment, and there is no licence validator shown/available, sadly, this step cannot be currently taken.

Although BetterWin Casino appear to still hold a valid gaming license as they are listed in the Register of License Holders

Currently, the only way to submit a complaint to the authority is via a form on the licence validator page. You may wish to inform the licensing authority that the casino operator (TWO SIX FIVE ENTERPRISES LIMITADA) is not offering this option to their players. The greater the number of complaints they receive regarding this matter, the more probable it is that they will take the necessary actions. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I am sorry I could not be of more help on this occasion. I really hope the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Kind regards,

Michal

Casino Guru