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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