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On March 22, 2026, I made a deposit of $30,000 into my account. From that moment on, I complied with all the requirements requested to verify the origin of the funds and access my money.

I repeatedly sent the deposit slip, the corresponding bank statement, and all the additional documentation you requested. Despite having fulfilled every requirement, to this day I have not received a concrete response or a solution from you.

The most worrying thing is that, despite having submitted all the required documentation, they continue to prevent me from withdrawing money that belongs to me, without clearly explaining why it is being withheld or when I will be able to access it.

During this time, I also requested self-exclusion from my account, as my intention is to stop using the service. However, I first need to be able to withdraw the money currently deposited in my account, which is my property. Once the withdrawal is made, I want to proceed with the final self-exclusion.

Therefore, my complaint is very specific: I have complied with all the documentation they requested, I proved the deposit made on March 22, 2026 and yet, after several months, I still cannot withdraw my funds and have not received an adequate response.

I request that my case be reviewed again, that all the documentation already submitted be verified, and that I be allowed access to my money. Subsequently, I request that my self-exclusion be processed, as I have already requested.

El día 22 de marzo de 2026 realicé un depósito de $30.000 en mi cuenta. Desde ese momento, cumplí con todos los requerimientos que me fueron solicitados para poder acreditar el origen de los fondos y disponer de mi dinero.

Envié en reiteradas oportunidades el comprobante del depósito, el extracto bancario correspondiente y toda la documentación adicional que me solicitaron. A pesar de haber cumplido con cada uno de los requisitos, hasta el día de la fecha no he recibido una respuesta concreta ni una solución por parte de ustedes.

Lo más preocupante es que, pese a haber presentado toda la documentación requerida, continúan impidiéndome retirar un dinero que me pertenece, sin explicarme de manera clara cuál es el motivo por el cual se encuentra retenido ni cuándo podré disponer de él.

Durante todo este tiempo también solicité la autoexclusión de mi cuenta, ya que mi intención es dejar de utilizar el servicio. Sin embargo, primero necesito poder retirar el dinero que actualmente se encuentra depositado en mi cuenta y que es de mi propiedad. Una vez realizado el retiro, quiero proceder con la autoexclusión definitiva.

Por lo tanto, mi reclamo es muy concreto: he cumplido con toda la documentación que me solicitaron, acredité el depósito realizado el 22 de marzo de 2026 y, aun así, después de varios meses sigo sin poder retirar mis fondos y sin recibir una respuesta adecuada.

Solicito que se revise nuevamente mi caso, se verifique toda la documentación que ya fue enviada y se me permita disponer de mi dinero. Posteriormente, solicito que se proceda con mi autoexclusión, tal como ya he solicitado

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Hello,

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

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

• Is your account currently accessible to you? Can you log in?
• Was your deposit of $30000 (ARS) successfully credited to your balance? Was this amount used for gameplay?
• Have you made any successful deposits to the casino before March 2026 or later?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• How much is your current balance on your player's account?
• Could you please share with me your communication with the casino when you contacted them about the issue? 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

Hello Tomás,

Yes, I currently have access to my account and I can log in.

The deposit of ARS $30,000 was successfully credited to my balance. However, I cannot use that amount to play, as when I try to place a bet, it shows that the minimum bet is zero.

Before March 2026, I also made several successful deposits at the casino. In fact, I deposited quite frequently and had never had this problem before.

The games I used were mainly sports betting and slot machines.

As for my current account balance, it's what you can see in the screenshots I sent you.

I also emailed them the screenshots and the communication I had with the casino about this problem, to the address they indicated.

Greetings.

Hola Tomás,

Sí, actualmente tengo acceso a mi cuenta y puedo iniciar sesión.

El depósito de $30.000 ARS se acreditó correctamente en mi saldo. Sin embargo, no puedo utilizar ese importe para jugar, ya que cuando intento realizar una apuesta me aparece que la apuesta mínima es cero.

Antes de marzo de 2026 también realicé varios depósitos exitosos en el casino. De hecho, depositaba con bastante frecuencia y nunca había tenido este problema.

Los juegos que utilicé fueron principalmente apuestas deportivas y tragamonedas.

En cuanto al saldo actual de mi cuenta, es el que pueden ver en las capturas que les envié.

También les envié por correo electrónico las capturas y la comunicación que mantuve con el casino sobre este problema, a la dirección que me indicaron.

Saludos.

Hello Anapc18,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Anapc18,

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, Martin (martin.l@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

Hello Anapc18,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the BETWINNER Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us?

We acknowledge that restricting gameplay is appropriate in view of the player’s request to close her account. Additionally, could you please clarify any specific outstanding requirement, and explain what is preventing the remaining balance from being returned or withdrawn?

Thank you in advance for providing us with your view of the issue.

As of September 2, 2026, I am still unable to withdraw the $30,000 that is in my account and belongs to me, despite having repeatedly submitted all the documentation requested to prove the origin of the funds.

Several months have passed since the deposit was made on March 22, 2026, and to this day, I still have not received a concrete solution or a clear explanation regarding the withholding of my money.

I request that my case be reviewed urgently, that the documentation already submitted be verified, and that I be allowed access to my funds. Once the withdrawal has been made, I request that I proceed with the permanent self-exclusion of my account, as previously requested.

A la fecha, 2 de septiembre de 2026, continúo sin poder retirar los $30.000 que se encuentran en mi cuenta y que me pertenecen, pese a haber presentado en reiteradas oportunidades toda la documentación que me fue solicitada para acreditar el origen de los fondos.

Han transcurrido varios meses desde el depósito realizado el 22 de marzo de 2026 y, hasta el día de hoy, sigo sin recibir una solución concreta ni una explicación clara sobre la retención de mi dinero.

Solicito que se revise mi caso con carácter urgente, se verifique la documentación ya presentada y se me permita disponer de mis fondos. Una vez realizado el retiro, solicito proceder con la autoexclusión definitiva de mi cuenta, tal como ya fue solicitado.

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 Martin,

Thank you for bringing this matter to our attention.

We have reviewed the case with our Security Department. During the account review, a duplicate-account concern was identified, which required additional verification.

At present, the verification remains incomplete because the player has not yet provided the requested original, unedited bank statement showing the relevant deposits. This document has been outstanding since March 31, 2026. To proceed, the player needs to submit a statement obtained directly from the bank, without any editing, conversion, or modification.

The current balance of ARS 30,000 remains on the account. While the verification is pending, the account is restricted from placing bets and making further deposits. The self-exclusion request can be finalized once the mandatory verification procedure has been completed.

We remain ready to continue the review as soon as the requested document is received.

Best regards,

Betwinner Team

Dear casino representative,

thank you for the update. Could you please clarify which dates should the bank statement cover - if relevant?

Dear Anapc18,

the casino has clarified that it still requires an original, unedited bank statement obtained directly from your bank and showing the relevant deposit.

Please download an original bank-generated statement covering the period in which the deposit was made on 22 March 2026. The relevant transaction and your identifying account details should be visible. Please send the original file without editing, cropping, or converting it.

Once submitted, please forward me the sent email to martin.l@casino.guru. This will allow us to review exactly what was provided and meaningfully follow up with the casino if the document is rejected again.