The player from Austria is dissatisfied with the withdrawal process. She requested withdrawal in December, but it hasn't been processed. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
CasinoWin.bet - Player’s withdrawal hasn’t been processed.
Black points: 198
Amount: €900
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
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2 years ago
Translation
I've been waiting for payment since December
Automatic translation:
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2 years ago
Dear Maria,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have successfully passed the KYC verification?
Have you tried discussing this problem with the casino directly? 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
Thank you for wanting to help me. I haven't had a payout yet. I've always asked the hotline, but was always put off that there are so many applications and it takes so long. I hope that there will still be a payout. Also verified my account and will send you a screenshot to your email address. Many thanks in advance. Sincerely, K*** Maria
Edited by a Casino Guru admin
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2 years ago
Thank you for your reply, Maria. Have you accumulated your winnings with or without an active bonus? Do I understand correctly that your withdrawal request is marked as 'User request' from the beginning?
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2 years ago
Translation
Hello Kristina, unfortunately I don't have that in my head anymore. I've probably already played with bonus money but I think I won the amount only after I reached the bonus turnover. I'm sorry I can't say more. Yes and the withdrawal request was like that from the beginning. I made a few more deposits after that but didn't win anything. Greetings Maria
Automatic translation:
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2 years ago
Dear Maria,
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.
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