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Hello,​I am writing to request mediation regarding my Betwinner ​with Account ID: [redacted], which has been restricted, preventing me from withdrawing my funds.​I have fully cooperated with every document request from the security team, providing high-quality, official files exactly as requested. Despite my complete compliance, my account remains frozen in an indefinite verification loop.​Timeline of Events:​June 30, 2026: The security team requested an original e-Aadhaar PDF downloaded from the official government portal, along with Icash payment system screenshots showing my transaction history from 17.06.2026 to 30.06.2026. I submitted all requested documents on this exact date.​July 2, 2026: I received an update from the support team stating: "Unfortunately it took additional time to process the data on your request. Results of your data verification will be sent to your e-mail address."​Current Status: It has been over a week since my submission. Phone support continues to state that my documents are "getting verified," but no timeline or resolution has been provided.​I have operated my account entirely within the Terms and Conditions, using my own official identity documents and payment methods. I request that Betwinner review my submitted data, lift the account restrictions, and process my withdrawals. Thank you.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear crude101,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Dear crude101,

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, Jana, (jana.k@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,

Jean

Dear crude101,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BETWINNER Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana,

Thank you for bringing this case to our attention.

We have reviewed the matter with the relevant department.

The verification process is still ongoing. At the current stage, we kindly ask the player to provide the original account statement, as the previously submitted document does not appear to be the original file issued by the relevant source.

Once the requested document is received, the verification process will continue accordingly.

Best regards,

Betwinner Team

@Jana / Casino Guru Team & Betwinner Support,

Quick update: To protect my sensitive account and banking details, I have updated the Google Drive permissions to Restricted.

I have explicitly granted full viewer access directly to security@betwinner.com via Google Drive so their team can review all the official PDF statements and invoices securely.

@Betwinner Support: Could you please provide an update on the status of my case and verification review?

@Jana: Please set my previous post/attachment to Private or redact the text containing my personal notes and Drive link. Thank you!

Dear crude101,

I have made all your messages private as per your request. Please take a moment to review them and let me know if everything meets your expectations.

Dear Jana,

Thank you for taking care of that so quickly! Everything looks good on my end now.

I tried granting access to your email (jana.k@casino.guru) on Google Drive just in case you needed to inspect the files as well, but it seems Drive requires a Google account to grant direct permissions. If you ever need to view any of the documents yourself, please let me know the best way to share them securely with you.

Otherwise, I have already granted full access to security@betwinner.com and will await their update on the review.

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 Jana,

Betwinner’s response timer has now expired without any update.

To summarize the current situation:

​Zero Direct Communication: Betwinner’s security team has never contacted me directly via email or phone since my initial document submission over a month ago.

​Restricted Account: My account remains blocked from all wagering activity, so my remaining balance of 58,550 INR is completely untouched and locked on their platform.

​Full Compliance Provided: I have provided complete, unedited, official PDF statements for the entire requested period—including official iCash.one VIP Manager deposit invoices, full wallet statements, and bank e-statements.

Betwinner continues to ignore this dispute and stall the verification process.

I kindly request you to advise on the next steps.

Dear Betwinner Team,

It has now been over 10 days since I reshared the documents with no response or update on the status of my case.

To move this forward without further delay, I'd like to request specifics rather than a general rejection:

1. Which exact document(s) from my June 30 submission were assessed as "not original," and what specific indicator led to that conclusion (formatting, metadata, missing letterhead, etc.)?

2. I have provided direct portal-downloaded PDFs (not screenshots) covering the full period via the secure Drive link shared previously. Please confirm receipt and review status.

3. I also sent these same documents directly via email to security@betwinner.com and have received no acknowledgment or follow-up from that channel either.

4. If any further document is required, please specify the exact format/source you will accept, so this isn't repeated a third time.

I've cooperated fully with every request since June 30 and have received no specific feedback on what was deficient. I'd appreciate a substantive response before your reply deadline, as this case has now been open for over a month.

@Jana: Could you please make all my previous messages public again, except for my 2nd and 3rd messages, which should remain private/restricted?

Dear all,

Thank you for your patience, and we appreciate the player's continued cooperation throughout this process.

We have received an update from the relevant department regarding this case.

The documents provided by the player have been accepted and are currently under review by the payment system. At this stage, the verification is still in progress, and additional time is required to complete the review.

At the moment, no further action is required from the player. Once the review has been completed and we receive the final outcome, the player will be informed accordingly.

We understand the player's concerns regarding the duration of the verification process and appreciate both the player's and Casino Guru's patience while the review is being finalized.

Best regards,

Betwinner Team

Dear Betwinner Team,

Thank you for the update, and for confirming that the documents have now been accepted.

Could you please provide an estimated timeframe for the payment system review? Given this case has already been open for over a month, a concrete timeline would help me plan accordingly.

Dear all,

Thank you for your follow-up.

We understand the player's request for a more specific timeframe. Unfortunately, we are unable to provide an exact estimate, as the review is being conducted by the payment system and its duration depends on the specifics of the case.

Under the Company's Terms and Conditions, in certain cases the Company may initiate an additional verification of a customer's payments and request further information from the relevant payment system. The account may remain restricted for financial transactions while this review is ongoing. Depending on the payment system, such a verification may take up to 180 days.

Please note that 180 days is the maximum period provided for under the applicable terms and does not necessarily reflect the expected duration of this particular review. At present, no further action is required from the player.

Once the payment system completes its review and our Security department specialists receive the final result, they will inform the player without delay.

We appreciate your continued patience and cooperation.

Best regards,

Betwinner Team

Dear BETWINNER Casino representative,

Thank you for your message. I would greatly appreciate it if you could keep us updated on any new developments regarding this matter. Thank you for your ongoing support and cooperation.

Dear Jana,

Two points for your assessment:

1. Betwinner has cited a T&C clause allowing verification of up to 180 days. Given my documents are already "accepted," this is a routine KYC/payment case (not fraud), and the amount is modest (₹58,550), I'd appreciate Casino Guru's view on whether this is a reasonable timeframe — especially given the shifting explanations over the past month.

2. All three of my deposits and all withdrawal attempts were made through a single channel — my iCash.one e-wallet, where I'm a VIP client (they're aware of this case and ready to provide any details required). This closed, consistent payment pattern should support a faster, lower-risk review.

Appreciate your guidance on next steps if Betwinner doesn't provide a clearer timeline.

Dear all,

Thank you for your comments.

We understand the player's concerns regarding the duration of the review and appreciate the additional information provided.

At this stage, the review remains with the payment system. We continue to monitor the case and will request an update from the relevant department whenever new information becomes available.

Unfortunately, we are still unable to provide a specific completion date, as the review is carried out by a third party and is outside our direct control.

Please be assured that as soon as we receive any update or the final outcome from the payment system, you will be promptly informed.

Thank you for your patience and understanding.

Best regards,

Betwinner Team

Dear Jana,

Betwinner's latest response did not address the specific point I raised regarding my consistent, single-channel iCash.one payment pattern (VIP status, all deposits/withdrawals through one wallet) — a factor that should support a faster, lower-risk review rather than an extended one.

Instead, they've now shifted to citing an unnamed "third party... outside our control," which is the fourth distinct explanation provided since June 30 (originally "not original" documents, then "accepted, payment system review," then a 180-day T&C citation, now this).

Given this pattern of shifting, non-specific justifications over five weeks with no concrete timeline at any stage, I'd appreciate Casino Guru's assessment of whether this constitutes reasonable review or unreasonable delay