The player from Austria had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player faced a withdrawal block due to pending KYC verification despite having submitted all required documents multiple times, including detailed bank statements and transaction proofs. The casino repeatedly delayed the verification process without clear explanations, causing prolonged withholding of the €91,500.02 winnings. We had been in contact with the casino and monitored the situation closely, and the player eventually marked the complaint as resolved, indicating the issue had been settled.
Alawin Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €91,500
Alawin Casino
Safety Index 5.9 Below averageCase summary
Discussion
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear Patrickzla99,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
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The problem is that I can't submit any withdrawal requests because that function is blocked. A screenshot is attached.
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2 months ago
Dear Patrickzla99,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 months ago
TranslationHello, I haven't received a payout yet. However, I already left a negative review on Trustpilot, and the casino responded. Since then, I haven't had any contact with them. Screenshot attached. 
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2 months ago
TranslationThe casino continues to fob me off with standard platitudes and refers me to the responsible department. Today I reported the case to the payment service provider in Estonia and initiated an escalation due to suspected fraud.
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2 months ago
TranslationI have discovered that Alawin1.com is closely linked to Zoccer1.com, a platform with numerous complaints about denied payouts. I suspect a systematic withholding of my €91,500.02. Please contact the operator immediately.
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2 months ago
Dear Patrickzla99, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Karla
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2 months ago
Translation- No, I haven't made any withdrawals yet. I registered as a new customer on April 30, 2026, and have made three deposits.
- I haven't received any information from the KYC department about passing the KYC check. However, I already sent my documents to the casino's support and KYC email address on May 5th, 2026, to get verified in advance.
- I played exclusively without a bonus.
- I only played casino slots, I didn't place any sports bets.
- I'm happy to post the email exchange with the casino below as a reply. The casino has only responded twice so far, asking for my patience as the matter has been forwarded. Just the standard phrases.
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2 months ago
TranslationI just received an email from the KYC department.
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2 months ago
Dear Patrickzla99,
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,Barbora, (barbora.p@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,
Karla Mayfly
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2 months ago
Hello Patrickzla99,
I’m sorry to hear about the difficulties you’ve been experiencing.
My name is Barbora, and I’ll be handling your complaint from this point onward.
As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.
In the meantime, please keep me updated if there are any new developments.
Best regards,
Barbora
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2 months ago
TranslationHello Barbora, the current status is that I uploaded the final documents for verification on Wednesday, May 20, 2026. I am currently waiting for final confirmation of the verification. The withdrawal block is still in effect.
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2 months ago
Hello Patrickzla99,
Thank you for the update. I’m still waiting for a reply from the casino, as I haven’t been able to establish contact with them yet.
Please keep me updated if there are any new developments on your side, especially regarding the verification or withdrawal status.
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2 months ago
TranslationHello Barbora, thank you very much for the update.
I checked the status in my casino profile: The withdrawal block is still active and the documents are still listed as 'Under Review'.
According to the casino's terms and conditions, the document verification period is a maximum of 10 days. Since I submitted all the necessary documents on Wednesday, May 20, 2026, this period expires at the end of next week. I will check the profile daily and inform you immediately if the status changes or if I receive any feedback from support.
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1 month ago
Hello Patrickzla99,
I wanted to let you know that I have now successfully established contact with the casino and provided them with the details regarding your case.
At the moment, I’m waiting for their response and any additional information from their side. I will keep you updated here in the complaint thread as soon as I receive any new developments.
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1 month ago
TranslationHello Barbora, thank you for the information. I already inquired about the status again via live chat. The casino is only giving me standard answers and referring me to the responsible department, saying I will be notified by email when the verification is complete.
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1 month ago
TranslationHello Barbora,
I'd like to give a brief update on my case. The casino's official 10-day verification period expired on Saturday, May 30th.
On Friday and Saturday, I contacted the live chat. The support representative explicitly confirmed that everything was absolutely fine with my uploaded documents (including the monthly bank statement) and that there were no issues with them. I was also informed that my case had been prioritized internally due to the long waiting time.
Despite this, the account verification in my profile still shows as 'in progress' and I still cannot submit a withdrawal request. Since the casino's own deadline has now passed without any rejection or further document requests, I would be very grateful if you could look into this matter and contact the casino.
Thank you for your continued support!
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1 month ago
TranslationHello Barbora,
I have fantastic news. The live support representative (Ms. Bona) just officially confirmed to me in the chat that the responsible department has completely finished my verification and successfully approved all my documents.
I was informed that I now only need to wait for the official confirmation email regarding the next steps and the payment processing.
Now that the most important step – the approval of the documents – is officially complete, I hope the payout will be activated soon. I'll keep you updated here as soon as the email arrives or the status in the system changes! 
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1 month ago
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.
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1 month ago
Hello Patrickzla99,
Thank you for the update and for keeping us informed about the progress of your verification.
It's encouraging to hear that the casino has reportedly completed and approved your verification. At this point, we are still awaiting an official response from the casino regarding your case and the activation of withdrawals on your account.
Please continue to keep us updated if you receive any further communication from the casino or notice any changes in your account status. As soon as we receive a reply from the casino, we will update you here.
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1 month ago
TranslationHi Barbora, the verification is still not complete. Today the casino asked for a transaction history for my payment method again in the verification tab of my profile. I already uploaded this on May 20, 2026, and again today. I'll keep you updated.
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1 month ago
TranslationHello Barbora,
I would like to give an important update regarding my verification process.
Today (June 8th), the casino requested my bank statements again via the verification tab. Although I had already uploaded the correct documents on May 18th and 20th, the previous uploads were suddenly rejected without any detailed explanation.
To eliminate any further excuses or delays on the part of the casino, I have now created and uploaded a complete, uninterrupted PDF bank statement directly from my bank. This document covers the entire period from the opening of my bank account (March 2026) to today (June 8, 2026). It shows all deposits to the casino, all incoming funds, and contains no redactions.
My account balance remains completely unchanged at exactly €91,500.02. I haven't played since May 8th.
I am fully cooperating and have provided maximum transparency. It feels as though the casino is artificially delaying the payout of my winnings. I would be grateful if you could consider this repeated request for documents in my case.
Thank you for your ongoing support.
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1 month ago
TranslationAdditional update from June 9th: The casino requested specific details today, so I've also uploaded proof of the virtual card number of my Apple Pay card. This means the casino now has all the necessary links between my bank account, the Apple Pay transaction, and my player account. The verification process should therefore be complete. My account balance remains unchanged at €91,500.02.
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1 month ago
TranslationHello Barbora,
I would like to give another update on my case.
After the casino requested specific proof of my Apple Pay transactions and the corresponding virtual card number on Tuesday, June 9th, I submitted these documents immediately. Receipt and forwarding to the relevant department were confirmed to me by support via email at 12:46 PM that same day.
More than 48 hours have passed since then. As of today (June 11th), there has been no change or feedback in the verification tab of my profile, and the documents remain unprocessed. Since I promptly and completely provided all the required and specific documentation, there is no logical reason for the casino to further delay the verification and the payout of my €91,500.02.
This is clearly a delaying tactic. I therefore politely request that you contact the casino directly and demand a statement.
My balance of exactly €91,500.02 remains completely unaffected, of course.
Thank you so much for your help.
Best regards,
Patrick Zlabinger
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1 month ago
Hello Patrickzla99,
Thank you for the update and for continuing to provide detailed information regarding the verification process.
I understand your frustration, especially considering the amount of documentation you have already submitted and the time that has passed since your initial verification request.
At this point, I would like to clarify that the casino has not yet provided me with any response regarding the recent developments in your case. I have already contacted them and am still awaiting their official statement.
For now, please continue to monitor your account and keep us informed of any changes or communication you receive from the casino. As soon as I receive a reply from their side, I will update this complaint thread accordingly.
Thank you for your patience and cooperation.
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1 month ago
Hello Patrickzla99,
Thank you for your continued updates and cooperation throughout this process.
I would like to inform you that I am currently in contact with the casino's affiliate manager outside of this complaint thread and am awaiting their response regarding your case. To allow sufficient time for communication and to avoid closing the complaint prematurely, I am extending the timer by an additional 7 days.
As soon as I receive any feedback from the casino representative, I will update this thread accordingly.
Thank you for your patience.
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1 month ago
TranslationHello Barbora, thank you very much for the information.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Patrickzla99,
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,
Barbora
