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good night

I always made deposits and withdrawals without any problem until the past 28th of November 2021. I tried to make a withdrawal and it was refused. I communicated with Betwinner live chat who asked me to send photos of my citizen card to their security service email. They never replied. I got in touch again with live chat and this time I was asked to send my Neteller account history. They never responded. I got in touch again and they asked me to take a selfie holding my citizen card. I always sent everything that was asked of me. Today I received an email from their security service saying that they had closed my account and kept my money (around €250). And from what I can understand they accuse me of having influence on the result of a football game between Belenenses and Benfica of the Portuguese Football League!!! Perfectly unreasonable and hilarious.

My account at Betwinner.com is 96614013

Can you help please?

Boa noite

Sempre fiz depósitos e levantamentos sem qualquer problema até ao passado dia 28 de Novembro de 2021. Tentei fazer um levantamento e foi recusado. Comuniquei com o live chat da Betwinner que me pediu que enviasse fotografias do meu cartão de cidadão para o email do serviço de segurança deles.Nunca me responderam. Entrei novamente em contacto com o live chat e desta vez pediram-me para enviar o histórico da minha conta Neteller. Nunca responderam. Entrei novamente em contacto e pediram-me para tirar selfie segurando o meu cartão de cidadão. Sempre enviei tudo o que me pediram. Hoje recebi um email do serviço de segurança deles dizendo que tinham fechado a minha conta e ficaram com o meu dinheiro (cerca de 250€). E pelo que consigo perceber acusam-me de ter influência sobre o resultado de um jogo de futebol entre o Belenenses e o Benfica da Liga Portuguesa de Futebol!!! Perfeitamente descabido e hilariante.

A minha conta n Betwinner.com é 96614013

Podem ajudar por favor?

Dear Jose Herculano,

Thank you very much for submitting your complaint. 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 for your understanding.

Best regards,

Petronela

Dear Jose Herculano,

We are extending the timer by 10 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Good afternoon

Betwinner is also an online casino. I don't understand why they want to reject my complaint.

Boa tarde

Betwinner também é um casino online. Não percebo porque querem rejeitar a minha reclamação.

Thank you very much, Jose Herculano, 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 at the end. I really wish I were of more help.

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