The player from Germany had requested a withdrawal prior to submitting her complaint. Unfortunately, her winnings had not been received yet. The Complaints Team had attempted to resolve the issue by contacting the casino for clarification and extending the response time. However, the casino did not respond to the team's inquiries. As a result, the complaint was closed as unresolved, and the player was advised to reach out to the casino directly for further assistance.
Awbit Casino - Player’s withdrawal has been delayed.
Black points: 272
Amount: €3,974
Awbit Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.5
Awbit Casino has a Safety Index of 4.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
2 months ago
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3 months ago
Translation
Hi, I have to say that I'm a bit disappointed. I was generally satisfied with the casino, but on 11/19/2024, I received a non-sticky bonus. I canceled the bonus and had a balance of €500 [I'm not entirely sure about the exact amount]. I decided to leave €150 in my account and continued playing with €150. Then, I hit a big win of €3,900 and wanted to cash out €900 first. I received an email stating I needed to verify my identity through "shufti.pro," which I successfully completed. However, a few hours later, my withdrawal was declined, and I had to verify my account again. I did so successfully once more, and since then, nothing has happened. I've emailed, but received no response, and I've attempted to contact live chat about 10 times with no reply!
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3 months ago
Dear AleKing44,
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.
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3 months ago
Dear AleKing44,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 months ago
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Hello, no there is nothing new, my payout was cancelled once, since then nothing has happened, I have verified everything that I could verify.
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2 months ago
Dear AleKing44,
Can you please clarify since when is your current withdrawal pending?
If possible, please forward a screenshot of your withdrawal tab along with the communication between you and the casino to nikolas.b@casino.guru for further review.
Looking forward to hearing from you.
Regards,
Nick
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2 months ago
Translation
Good morning, a payout of €924.59 has been pending since November 22nd, 2024, the other payout of €50 since November 24th, 2024
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2 months ago
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I have also sent an email to the above address, thank you very much.
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2 months ago
Thank you AleKing44 for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Hello, AleKing44!
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!
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2 months ago
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.
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2 months ago
AleKing44, 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
