BETWINNER Casino - Igrač se bori da završi verifikaciju naloga.

When i am attempting to withdraw the funds, i am asked for documents by security team which i sent to them (My adhar & PAN Card as asked). Then they asked me to send the selfie holding my adhar card on 1 hand & in background the chats that we are doing in email, which i successfully done. Then in another steps they are asking me for pdf file of adhar & PAN card (which were earlier asked in jpg format) i sent them again, but they are repeatedly asking me for the same files again & again with same system generated message "Without providing the requested files any further actions are impossible. All further messages from you will be ignored." I dont know what are their actual demands or if they really dont want me to withdraw because, i have sent everything they demanded. I am now irritated.

Dear asimkarki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

Yeah ta process was lengthy & they didn't elaborate me the require documents so time taken was more. But my id was verified & withdrawal was successful too. Yeah they put limit on my account but no issues at all as i can withdraw

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, asimkarki, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru