The player from Germany requested a withdrawal months ago, but it has been pending since. 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: 254
Amount: €3,500
CasinoWin.bet
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi there,
I signed up at Casinowin.bet in 2021. On 12/17/21, after fulfilling the bonus conditions, I won €3,500 with my money. I gave this payout for payout on 12/17/21. This payout is still pending to this day. Since then I have contacted this casino several times by email and kept asking when I can expect my payout. At first I was answered and told to be patient a little longer, but my patience is now at an end because I have not received any response from the casino for at least 1 month now. I find it rude and extremely angry. How can you treat people like that. I finally want my money.
TO ALL WHO PLAN TO REGISTER AT THIS CASINO. HANDS OFF!!!!!
I hope that I can get my money and someone can help me.
regards
Petra
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2 years ago
Dear Petra,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise whether you passed the verification? What payment method to withdraw your winnings have you opted for?
If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
I had on 05.04. Wrote to the casino again and saw today that they replied to me. The casino sent me the amount back to the casino account, allegedly for technical reasons. I'm supposed to start a payout again, but I'm not sure if I'll get my money this time. I copied the history below as you can see. How should I proceed now?
Kind regards
Petra
I
At
CasinoWin
Apr 9 at 12:13 p.m
Hello San,
First of all, I would like to thank you for replying to me for a long time. But you could have written that to me a long time ago, right?
Saw the money in the casino account. Who can guarantee me now and today, if I initiate a payout again, that I won't have to wait so long until I get an answer or the payout will then be transferred to my known account. I don't want to keep chasing my win for so long.
And it could also be that I now want to pay out a different amount, is that okay? If I order the payout, I expect information from you when the money will be transferred to my account. Can I then rely on it? I hope for a positive message from you and a confirmation that I will definitely get my money.
Thanks in advance.
On Tuesday, April 5th, 2022, 18:23:51 CEST CasinoWin
Hide original message
Hello Petra,
Your payment had to be canceled for technical reasons. The money is now in your account and you can make a new request. We apologize for the inconvenience. We will do our best to process the new request as soon as possible. Thank you for your patience and understanding.
Kind regards,
san
Customer Support Team
---- On Tue, 05 Apr 2022 18:18:36 +0200 Petra Klöhn
Hello, no money has been received yet. Can't you finally agree that I'll take a part of my profit v. 12/17/21 received. I'm now really tired of having to text them all the time and I don't get an answer. What kind of people are they? If you did that to them, they probably wouldn't think it was great either and they would try everything to get their money, wouldn't they? I'd like to hear from you now, but most of all I'd like to see the money posted to my account. so please It can't be that difficult to answer.
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2 years ago
Translation
Hello, yes my verification has been completed. And I made the payment via bank transfer.
Automatic translation:
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2 years ago
Dear Petra,
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 in 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 to resolve 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.
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