The player from Germany has been trying to withdraw her winnings since November. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
CasinoWin.bet - Player’s withdrawal has been delayed.
Black points: 218
Amount: €1,000
CasinoWin.bet
Safety Index:Very 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.
2.0
CasinoWin.bet has a Safety Index of 2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I applied for the payment of my winnings on 11/24/2021, so far only always put off, I wrote to the life chat almost every day. Today I was told I could only have 350.00 paid out, it's probably in their terms and conditions. I have now requested cancellation of the sum and will then try to get 350 euros paid out. However, I am afraid that this will not work either. This casino is more than strange, bordering on fraud.
Automatic translation:
Public
Public
2 years ago
Dear sonja,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm that you passed the KYC verification? Have you ever made a successful withdrawal before?
Has the casino provided any explanation about your reduced winnings? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
hello my account is verified, i was told that i can only withdraw 10 times my deposit amount. I did that today, I'm curious if this money will at least arrive.
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, sonja. Please note, it’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals.
In the meantime, could you please advise whether you accumulated your winnings with or without an active bonus?
Public
Public
2 years ago
Translation
hello didn't claim any bonuses, just gambled with my money. I know that payouts often take a little longer.
Automatic translation:
Public
Public
2 years ago
Dear sonja,
Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
Public
Public
2 years ago
Translation
hello no news so far, will be put off daily as usual, processing time 7-21 days, fast payouts between 24 and 48 hours are advertised is a lie. I'm curious if I'll ever see a euro from this casino. Kind regards. sonja
Automatic translation:
Public
Public
2 years ago
Dear sonja,
Unfortunately, we have come to the point, where we are not able to move forward with this complaint because this casino has 15+ cases closed as "No Reaction Policy" and we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease of rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of CasinoWin.bet to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from CasinoWin.bet. I wish I could be of more help.
The casino can reopen this complaint anytime.
