Alawin Casino - Player’s deposits are being confiscated.

I am a compulsive gambler. Had treatment and still working through it. I was playing on Alawin and then tried to self exclude. There were delays where they were trying to change my mind. Emails back

and forth as their support chat cannot do it.

By the time I managed to convince them to self exclude I made 460 dollars in deposits.

I asked them kindly to return the funds. They refused. I have supporting emails if required

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Alawin Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email at support@alawin.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Alawin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

My account is self excluded now. I did send you the ema communication. June 8th I asked their live chat to self exclude, they said I have to email support to do that. I did that and 2 days later I get a response asking me if I’m sure, all the time my account remained open u til the 12th.

i asked for an account printout but not getting much from their chat

Any update on this case

Dear User1975,

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, Martin (martin.l@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,

Tomas

Hello User1975,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Dear User1975,

I am happy to confirm we have received a message from the casino representative.

We are currently awaiting further clarifications. Thank you for your patience.

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.

Dear User1975,

Unfortunately, the casino has not provided the requested information or responded further to our position. Based on the available correspondence, we believe your request to self-exclude due to gambling addiction was sufficiently clear and that the account should have been restricted considerably sooner. Asking you to reconsider, followed by another request for confirmation and a warning about voiding your balance, unnecessarily delayed the process.

As we have been unable to mediate a refund of the C$460 lost during this period, I must close the complaint as unresolved. This will negatively affect the casino’s rating. The casino may request that the complaint be reopened at any time if it decides to provide the relevant records or compensate you.

I would also recommend considering BetBlocker, a free tool provided by a UK-registered charity. It can anonymously block thousands of gambling websites across multiple devices, either completely or during selected vulnerable periods. Setup is quick, it supports several languages, and it works quietly in the background. Please note that it may also block gambling-information websites, including Casino Guru. If you still need access to our resources, leave the Casino Guru blocking option unchecked during setup. You can also read about our Global Self-Exclusion Initiative.

I am truly sorry we could not achieve a more favorable outcome.