Dear CASINO GURU team,

I am writing to request your intervention with an issue I am currently facing with BETWINNER Betting House. As a loyal client, I have generally had a positive experience with BETWINNER, thanks to their payment options, interface, among other factors. However, I've recently encountered an issue when attempting to withdraw my winnings.

On the 4th, I deposited an amount of 152.93 EUROS and was able to increase my balance to 400.49 EUROS. When I tried to withdraw my winnings, my request was denied stating that bets should be at 1.1, even though my profit was obtained in a game with this option. I contacted the support, and they promptly approved the withdrawal, but the approval only appears on the site and the money is never transferred to my INOVAPAY digital wallet, which I have always used.

BETWINNER claimed that I should wait for the wallet’s processing time, which is 24 hours within the betting house. Despite waiting, nothing happened, and after exceeding the 24 hour period, the withdrawal was denied again. This situation repeated itself on the 6th and 7th, with the same process being repeated.

I tried to contact BETWINNER via phone and email (they never respond to emails except to notify that the withdrawal has been returned to my BETWINNER account), but the responses are always the same: they say they will take the case to a specialist or ask me to wait. Yesterday, they stated they would contact INOVAPAY to check my case with them, but prior to that, they asked me to get directly in touch with INOVAPAY. I did so, and INOVAPAY confirmed that this is an issue with the betting house and that my account is not blocked.

The errors that appear when I try to withdraw are: "Cannot withdraw funds from request № 1695701575 in the amount of 400.49 EUR, (2450…44). (Denied by operator. (Payment processing error)" and "Cannot withdraw funds from request № 1698640577 in the amount of 400.49 EUR,. (The security department reserves the right to decline withdrawal requests if the deposit(s) or withdrawal amount(s) do not match the bets made (to be able to withdraw funds the deposit amount must be fully wagered on bets with odds of at least 1.1). The criterion for approving the withdrawal is the value of the bets made within the deposit in question.)"

This money is critically needed in my pocket for personal reasons. I have always liked BETWINNER and honestly did not expect this from them, as they have always portrayed credibility. Could I have been mistaken? Is BETWINNER not going to allow me to get MY money?

I urgently request that the CASINO GURU team mediate this issue with BETWINNER Betting House.

My latest withdrawal request currently stands at: № 1701541243.

Sincerely, Moisés Veloso da Silva.

Prezados responsáveis pelo site CASINO GURU,

Venho por meio desta solicitar a intermedia??o de um problema que estou enfrentando com a casa de apostas BETWINNER. Sou um cliente fiel da BETWINNER e sempre tive uma ótima experiência com eles, devido às op??es de pagamento, interface e outros fatores. No entanto, recentemente tive problemas ao tentar sacar meus ganhos.

No dia 04, depositei um valor de 152.93 EUROS e consegui aumentar meu saldo para 400.49 EUROS. Quando tentei sacar meus ganhos, o saque foi negado alegando que as apostas deveriam ser de 1.1, mesmo que meu lucro tenha sido obtido em um jogo com essa op??o. Entrei em contato com o suporte e eles rapidamente aprovaram o saque, mas a aprova??o só aparece no site e o dinheiro nunca é transferido para minha carteira digital INOVAPAY, que sempre usei.

A BETWINNER alegou que eu deveria esperar o prazo da carteira, que é de 24 horas dentro da casa de apostas. Esperei e nada aconteceu, e após passar o prazo de 24 horas o saque foi negado novamente. Isso aconteceu novamente nos dias 06 e 07, com o mesmo processo se repetindo.

Tentei entrar em contato com a BETWINNER por telefone e e-mail (eles nunca respondem aos e-mails, exceto para avisar que o saque retornou para minha conta na BETWINNER), mas as respostas s?o sempre as mesmas: eles dizem que v?o levar o caso para um especialista ou pedem para eu esperar. Ontem, disseram que iriam entrar em contato com a INOVAPAY para verificar meu caso com eles, mas antes disso pediram para eu entrar em contato com a INOVAPAY diretamente. Fiz isso e a INOVAPAY informou que isso é um problema da casa de apostas e que minha conta n?o está bloqueada.

Os erros que aparecem quando tento sacar s?o: "N?o é possível sacar fundos da solicita??o № 1695701575 no valor de 400.49 EUR, (2450…44). (Denied by operator. (Payment processing error)" e "N?o é possível sacar fundos da solicita??o № 1698640577 no valor de 400.49 EUR,. (O departamento de seguran?a se reserva o direito de recusar pedidos de saque se o(s) valor(es) de depósito ou saque n?o corresponder(em) às apostas feitas (para poder sacar fundos o valor do depósito deve ser apostado integralmente em apostas com cota??es de pelo menos 1,1). O critério para aprova??o do saque é o valor das apostas feitas dentro do depósito em quest?o.)"

Este dinheiro está fazendo falta no meu bolso e preciso dele por motivos pessoais. Sempre gostei da BETWINNER e realmente n?o esperava isso logo deles, por ser uma casa que sempre passou credibilidade aos meus olhos. Será que estou enganado? A BETWINNER n?o vai deixar eu pegar o MEU dinheiro?

Pe?o encarecidamente que os responsáveis pelo site CASINO GURU intermedeiem este problema com a casa de apostas BETWINNER.

A última solicita??o de saque no momento é a: № 1701541243.

Atenciosamente, Moisés Veloso da Silva.

Dear moisesveloso,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

OK thank you! I will wait for the stipulated days and come back here to give an opinion.

Ok, muito obrigado! Irei aguardar os dias estipulados e volto aqui para dar um parecer.

Dear moisesveloso,

Have you received your withdrawal from the casino yet?

Dear moisesveloso,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.