BETWINNER Casino - 플레이어가 철수에 문제가 있습니다.

I join to betwinner and deposit 2mil IDR WITH NO BONUS via mastercard, then I play and got 4mil IDR but I can't withdraw it because the turnover. So I play again and the balance become 5mil. 

I want to withdraw it to my mastercard but declined 4 times!

Then, customer service ask me to do another minimum deposit with Help2Pay (Bank Transfer) so after that I could withdraw with bank transfer.

I deposit 500.000 IDR WITH NO BONUS then I play 560.000 IDR. My balance is 5.6mil IDR at this time.

The withdraw still declined because turnover reason they said. (?) which is silly reason because I've met their turnover condition.

They ask me to do another 500k IDR bet so I do again once more with 560k IDR bet.

My balance is now 5mil but still cant withdraw via bank transfer nor mastercard.

Live chat ask me to do email to their security team but still waiting them to withdraw my money

Dear George,

Thank you very much for submitting your complaint. I’m very sorry to hear about the issue with your withdrawal. Please be informed, that sometimes withdrawals using Mastercard cannot be processed. It is not unusual. This is probably the reason, why the casino asked you to deposit using a bank transfer, so they have your bank account information saved and then they can use it for withdrawal.

And they asked you to wager your deposit, which is also common because of anti-money laundering rules. 

Could you please forward to us your communication with the casino? I would like to know what their reason for not paying out your winnings is.

Thank you in advance for your reply.

Best regards,

Kristina

Dear George,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Best regards,

Kristina

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.