AUWin Casino - Player's account has been closed after winning.

Hi I win $4542 and did not pay me just I received $500 after that block my account

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi

Platform was VPLUS AND Game name is golden train gold fantic

1. VPLUS platform every 24 hour will pay $10 bouns after you rich to $1000 u can collect $10 Real money. Credit to your account and I rich to 1000 and give me $10 Real money and I win $4542 with that money and first I withdraw but they cancel my order and say just u can withdraw $500 after few minutes say you can withdraw $1000 again say no just $500 and transfer $500 after that block my account

And I give them offer pay me $2500 they say no

my account still block

Thank you very much for your reply, 1740700910. When was your account closed, please?

Have you received any explanation from the casino regarding the blocked account? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Seem day they pay $500 after blocking

Dear 1740700910,

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, Michal (michal.k@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,

Kristina

Hello 1740700910,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I regret to inform you that our ability to assist you will be very limited since your case is very similar to multiple others that have been raised with us. We have received multiple complaints from Australian players regarding several questionable casinos operating without an official, reputable gaming license and with a very low safety index rating. While for a certain time the casinos might operate relatively fairly and occasionally even pay out winnings, these casinos often employ strategies to avoid paying out winnings in most cases, a higher amount of winnings—such as issuing fake payment confirmations, accusing players of rule violations without providing solid evidence, the winnings not being recognised by the game provider, or employing other tactics that operate at the very margins of fair and ethical conduct. On top of this, their customer support has proven unhelpful. Unfortunately, based on all the above and our experience, the likelihood of reaching a positive resolution regarding your case with this casino appears to be very low. I strongly advise against any further deposits to this or other similar casinos, and make sure to check the reviews of each casino before depositing your money.

I also recommend that you check our article Scam Casinos and the Practices They Use | Casino Guru

Please be assured that this is not intended to cause further concern. I understand this situation may already be frustrating enough for you. I feel it’s important to keep you clearly informed about the current situation, while also keeping realistic expectations of what can be accomplished from our end.

Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would like to invite AUWin Casino to join the conversation.

Dear AUWin Casino,

Could you please clarify the reasons why the player's account was closed and why the player's winnings have not been paid?

At this stage, there was no clear explanation regarding the circumstances that led to the account closure or the decision concerning the player's remaining balance. We would therefore appreciate some further details so that we can properly understand the situation and determine whether the action taken against the player's account and winnings was justified.

If the account was closed or the winnings withheld due to a specific rule violation or any other circumstances related to the player's account, please provide the relevant details and supporting evidence so that we can independently review the basis for the action taken.

If there are any details or evidence that cannot be shared publicly, please feel free to provide them to me privately at michal.k@casino.guru for an independent review.

Thank you in advance.

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.