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

1. Yes, I have used Rapid Transfer for all deposits, and also withdrew my first winnings.
2. I sent it on 11/10/2024

I sent the photo materials to the address you provided.

As you can see, I have posted many times in the live chat. Also by email. I have received exactly one response and that too was really indifferent. The chat is always closed, sometimes my message is even read and the chat closes, and then I am asked to leave an email address so that I can reply to it. Very special indeed.

Thank you very much, dogson, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, dogson!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

dogson, have there been any news regarding your funds? We have the information that the casino is closing, but no information yet if they are going to pay out players' funds.

There hasn't been any news. Have you found out anything about the payout yet?

dogson, unfortunately, the casino has chosen to ignore our requests. I am now forced to close the complaint as unresolved. The casino's license does not have any customer complaint services but you can still try to contact them via this e-mail: info@gcb.cw. I am sorry I could not be more of help.

Best regards,

Pavel K

Casino Guru Team