The player from Italy had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. We had explained that withdrawal delays could occur due to pending KYC verification or high withdrawal volumes and had advised patience while cooperating with the casino. We had also informed him that if the withdrawal was not received within 14 days after approval, we would intervene. The complaint was closed to avoid duplication, and assistance continued in the original complaint thread.
Alawin Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Other
Amount: €280
Alawin Casino
Safety Index 5.9 Below averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
I requested a withdrawal on the Alawin platform 13 days ago. For almost two weeks, customer support via live chat has been harassing me, providing false information, claiming that the payment had already been processed and sent via the external provider Truenorth. Today, Friday, July 3rd, I requested clarification, and the live chat operator admitted verbatim that the withdrawal was never processed by the finance department and is still "pending review." When I stated that I would be filing a public complaint, they continued to provide vague answers, without providing any credit date. I am requesting Casino Guru's mediation because I believe this behavior is deceptive and unfair.
Automatic translation:
Public
Public
3 weeks 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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Public
3 weeks ago
Dear Prs777,
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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Public
3 weeks ago
DearPrs777,
We have noticed that you have submitted two complaints regarding the same casino. To avoid confusion and to ensure that your issue is handled as efficiently as possible, we will be closing this one.
Your original complaint will remain open, and our team will continue assisting you there.
Please make sure to reply only within that thread moving forward so that we can keep all information in one place and assist you smoothly.
Thank you for your understanding.
Best regards,
Karla M.
