The player from Denmark has been trying to withdraw 500 EUR from Alawin Casino for over two months. The withdrawal was initially processed but later returned to the casino, with neither the funds updated in his balance nor returned to his Jeton wallet. Despite extensive correspondence and confirmations from both the casino and Jeton that the funds were sent, the issue remains unresolved after 74 days.
Alawin Casino - Player's withdrawal has been delayed and remains unresolved.
Opened
Current status
Waiting for Casino Guru to reply
2d 11h 57m 48s
Alawin Casino
Safety Index 5.9 Below averageCase summary
Discussion
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3 weeks ago
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm whether you have reached out to your payment provider regarding this issue?
- Have you successfully made any withdrawals using this payment method in the past?
- Could you please provide your bank statement for the relevant period, indicating that the withdrawal has not been received? You can send it to me via email at attila.g@casino.guru.
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.
Best regards,
Attila
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2 weeks ago
Hello Mixer,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 week ago
Dear Mixer,
Thank you for your reply. Could you please forward your communication with the casino and your payment provider in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
Thank you for your patience and cooperation.
Casino Guru is examining the case
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
