8xwins Casino - Player’s withdrawals are delayed and communication is blocked.

I had 2 withdrawals which were processed as complete but i never received the money.

The first witdrawal was 24 Oct and the other on 27 Oct. The support told me that there was an issue with the bank. The last communication i received was on 31 October, they have not responded to any of my emails or on the live chat which seems to have been disabled since then. I have no alternative ways of communication with them to query, they have another email adress listed for complaints but the email returns because it does not exist. This is most likely a scam site.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

Could you please specify if you passed the full KYC verification?

Have you tried contacting the casino via email support@8xwins.com, or through the contact form available on the website?

Has the casino suggested any alternative ways to withdraw your winnings since there have been problems with your bank, for example, approving a manual withdrawal?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi,

I have made successful withdrawals before so all KYC docs were verified.

I have emailed the support@8xwins.com numerous times and never received any replies to my emails from them ever. A "message sending failed" response pops up when trying to send messages via the contact form on the site. I have only been able to communicate via the live chat but those messages are all going unread since 31 October.

The casino has not suggested anything, the last feedback i received was that they are waiting for a response from the bank. Since then they have ignored all emails and chats and have not reached out to me in any form.

I am unable to cancel the withdrawals as it was both processed as completed on their end. My bank says there are no declined or pending transactions on our side.

Thank you

Dear samr

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear samr,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 8xwins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear samr,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana