Awbit Casino - Player claims that payment has been delayed.

I made a 5000 euro withdrawal a week ago. The casino asked me to confirm my account and I sent all the necessary documents: proof of address (my electricity bill), proof of income, evidence of my deposit at the casino, a passport photo, and my biometric data. However, the website shows that the documents are missing, but I can't click anywhere to send them through the website. When I try to upload a photo of my passport again (I already did it last week), the website says that it's already used.

I sent all my documents to the Casino again with email. They haven't responded.

I have also contacted customer support three times by email, but I haven't received any response since 4 days ago, when they just informed me that some of the documents are missing. The customer support chat is never active when I try to contact them that way. What can I do?

Dear Hannanen,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.