Awbit Casino - Player’s unable to withdraw winnings.

Hello, I made my first deposit at Awbit Casino on October 26, 2024. At that time, I played with two deposits included in the welcome offer. I did receive a withdrawal, which arrived in my account on October 31st. Below is an image of the transaction history. I made the last deposit included in the welcome offer on October 31st. The bonus was non-sticky, and I won 3,455 euros with real money. I have attempted to withdraw four times, and currently, the funds are still in the casino's wallet.

I have tried to access Live Chat many times, but it is always closed, and they ask to leave an email address so they can respond back. I have received a reply only once, which was a request to send additional documents via email.

I completed the KYC verification and afterward, I was asked for more documents, which I could not send on the site as there was no button available. I also attempted to complain about this several times in the Live Chat, but did not receive a satisfactory response. Ultimately, I sent an image of the account statement via email, but no one has ever responded.

It is impossible to reach the casino staff even on weekdays during regular hours, which is very strange. Any assistance would be appreciated, thank you.

Dear dogson,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Which payment method to withdraw your winnings have you opted for? Was it the same one you used when withdrawing the first winnings?
• Could you please clarify when exactly you sent the document via email?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina