Alawin Casino - Player’s withdrawals are delayed.

Hello Guru: After reading complaints about the Alawin casino, I've decided to file a complaint myself, even though it hasn't been long, and let me explain:

On Tuesday, June 16th, I deposited €800 and started playing roulette.

Hopefully I won some money and since I had already met the wagering requirements, I decided to make some withdrawals.

On Wednesday, June 17th, I withdrew €500, on Thursday the 18th I withdrew €500, and on Friday the 19th I withdrew €400, and I could no longer withdraw any more because there can only be three pending withdrawals.

Since it's impossible to chat because it never opens, I wrote asking when they would process my request, and they replied saying 3 business days. When I tried to verify my account, a message appeared on the casino's website saying verification wasn't necessary.

Today, Monday the 22nd, the 3 business days for them to process my first withdrawal of €500 have already passed, but seeing that they are not processing it, I have written to them asking what is happening with this but I have not received a response and I have already said that it is impossible to enter the chat (something that I already communicated at the time).

If the maximum withdrawal amount allowed according to the terms and conditions is €7,000 per month, I mean, if they delay payments and only allow withdrawals of €500 per day, and you can only have 3 withdrawals, how can you possibly reach €7,000 in earnings in 1 month? It's impossible, judging by the numbers.

This complaint serves to ask Guru for help with this issue. I know it's only been a few days, but after seeing the reviews and complaints from other users, I've decided not to wait any longer and file this complaint because, at the moment, I don't trust this casino.

I am sending screenshots of the three withdrawals where it always says "under review" and you can also see the current balance as of today at 7pm Spain time which is €2300 that I cannot withdraw until the three withdrawals that I am attaching are pending processing.

Greetings and many thanks

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Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Hi Veronica: It's not verified because, as I mentioned in my complaint, and according to them, account verification isn't necessary. When I click on "verify account," a message appears saying it's not required.

On the other hand, they have responded to a charge they made on my first deposit of €190. The casino's payment processor charged me €199.30, and they were the ones who told me to send the €9.30 difference. Their response is that the €9.30 refund is not applicable because I accepted the casino's terms and conditions, and there are no refunds. I'm telling Guru this because they have responded to this charge, but they are NOT responding to my emails asking when they will pay me. The terms and conditions clearly state that withdrawals are processed within three business days.

Or do the terms and conditions apply to things that benefit them, but not to paying outstanding withdrawals after three days?

Thank you

For the first time in 10 days, I was able to chat with an agent named Eladio. He told me that the finance department handles withdrawals and that, from what he's seen, they're working on it and will pay my withdrawals; not to worry, I'll get paid.

withdrawals

But when?

Hello again Veronica: the same agent Eladio sent me an email at 6:09 pm saying that according to the terms and conditions it will take longer to pay because they have to investigate me.

First they say account verification isn't necessary, and now they come up with this.

It's clear they don't want to pay and keep delaying payments.

Also, if they pay me first

For example, withdrawing €500 on the 17th and then withdrawing it tomorrow, the 23rd, would violate the terms and conditions because it would be impossible to reach €7000 per month, which is the maximum they have set.

I'm asking for your help, please, because if they don't intend to pay, Guru will have to do something about this casino so they don't scam any more users.

Greetings and thank you

Good news, Veronica:

Of the 3 withdrawals, I have already received two payments of €500 today, and only one of €400 remains.

Now I'm going to withdraw another 500 and 500 because you can't have more than three pending withdrawals and when I get them (if I get them) then we'll consider the complaint resolved, but I prefer to wait a few days for them to be processed.

Thank you so much

They're still behind, I have 3 pending withdrawals again totaling €1400

The truth is, they're really bad at paying.

I still haven't been paid. Yesterday, Friday the 26th, an agent named Rubén told me at 6 pm that he had checked and that I would be paid in a few minutes. He also told me to keep an eye on my email because I would receive an email confirming the payments in a few minutes.

ANOTHER LIE, I think this casino doesn't have the treasury or liquidity to meet its payments.

I can send screenshots of what Agent Rubén told me yesterday, Friday the 26th, and Guru can continue with the complaint so that no more users are deceived.

Thank you for keeping me updated.

• Please forward me the communication between you and the casino's customer support regarding the delay in processing your payments at veronika.f@casino.guru.
• Also, please specify how many pending withdrawal requests you currently have in your account and when exactly you submitted them.

I appreciate your patience and cooperation.

Hello Veronica: On Saturday the 27th, I sent you through this channel the 2 screenshots where an agent named Ruben told me that I would be paid in a few minutes and that I should keep an eye on my email because they would notify me once the 2 withdrawals of 500 and 400 were processed, but I was certain I would receive the payment on Friday the 25th.

I haven't received those 900, and I haven't received them today, Monday either.

I'll send you the details to your email later, but I've had so many communications with customer service and they always say the same thing: that they'll pay me soon.

Greetings and thank you

Thank you for your emails.

• Could you please let me know whether you have received either of your two withdrawal requests in the meantime?
• Have you received the winnings you requested to withdraw on June 19?
• Have you received the winnings you requested to withdraw on June 24? Please keep in mind the 14-day waiting period I mentioned in my first response.

If possible, kindly send me a screenshot of your pending withdrawal requests.