BETWINNER Casino - Обліковий запис гравця вимкнено.

I had an account on betwinner website with balance of 385 EUR, my account number is 394280617

I recently received an e-mail from them that they have closed my account and that they will refund my money back to me.

And that's it, it's been 4 days and there's still no response to any of my e-mails, they haven't asked my bank details, nothing and they are ignoring my e-mails.

Customer support tells me that these questions are out of their jurisdicty and to contact security@betwinner.com

I already did that multiple times but they are just ignoring me and answering. My account is closed and I can't log in to at least withdraw my deposit(200 EUR).

I don't know what to do.

Dear charl13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Hi, I can’t tell you with a 100% certainty when I registered because I can’t access my account, but it’s been almost a month ago.

A day before my account closure I successfully withdrew 1000€ EUR with no problems on this site. I had previously completed KYC verification but when I tried to withdraw my remaining balance, they blocked my account and sent me an e-mail - "Good Day. We are bringing to your notice that we made a decision to stop any collaboration with you (closing your gaming account) on the basis of General Terms and Conditions of the Bookmaker Company:

The bookmaker reserves the right to close a betting account immediately and void any bets placed thereon should the bookmaker establish that:

- when the bettor placed the bet, they had information on the result of the corresponding event;

- the bettor was able to influence the outcome due to their participation in the match (sportspeople, coaches, referees, etc.) or because they acted on behalf of participants;

- bets were placed by a group of bettors acting in concert (as a syndicate) in order to exceed the limits setby the bookmaker;

- one bettor has a few betting accounts (multiple registration);

- the bettor is suspected of using special software or hardware facilitating automated betting;

- unfair means were used to obtain information or circumvent restrictions imposed by the bookmaker.

In the aforementioned circumstances balances on customers’ accounts shall be refunded after an investigation has been concluded. The balance shall be calculated excluding any unfair profits generated. The bookmaker reserves the right not to reimburse the bettor for any service charges imposed by payment systems while depositing and/or withdrawing monies from the BETWINNER account.

The decision was made after rigorous investigation of the case by The Security Department.

We ask you not to create gaming accounts with The Company. 

Due to the fact that your actions have been recognized as flagrant violation of The T&Cs of our Company, the decision of stopping any cooperation with you was final and not subject to further appeal. 

All further questions concerning the case of blocking from your side will be ignored."

I haven’t received any update from them about my remaining balance and when could I receive it.

And talking about games, I only bet sports games, mainly live games on top tournaments.

Thank you very much, charl13, for your reply. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru.

Please let me know how you would like to proceed.

Thank you very much, charl13, for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.

I contacted the casino requesting more information and will continue our communication via emails.