AUWin Casino - Player's withdrawal is delayed due to alleged restrictions.

I won $3,000 on numerous of games at this casino. When I tried to withdraw my winnings someone said the rejected my withdrawal saying I made bets above my restricted amount of $20. This has never been translated to me in the 4 years I’ve been playing in this casino. This is not fair and I want them to pay my winnings out immediately. Last week I lost over 2k and the week before something similar round 2k and the week before I lost a lot too. These loosing streaks lasted a few months but I still played in this casino. Regardless of not winning for months. I do no agree with their decision for basically stealing money from me. I want the body for this situation fixed today. Thank you

please see below some pictures and movies.

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Auwin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please indicate when you activated the bonus?  
• Did you finish the wagering requirement before requesting a withdrawal?  
• What was the amount of bets you were making with the active bonus?
• Did the casino inform you previously that there was a maximum bet restriction? Based on the screenshot you shared, the support agent claimed to have mentioned it to you on 03/09.

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,

Natalia

I’m not sure why you have stated in your screen there that you waiting for a response from me??? I responded 3 days ago. An you advise me of the status of my complaint

I must admit I have been playing on this casino for years and they have never rejected my withdrawal however that day and in particular that hour there was some very large withdrawals and I feel they wanted to push my withdrawal out of their system or maybe later that week as they cannot handle large withdrawals from my previous experience with them

I believe they know they did the wrong thing and maybe needed a few days to have enough to pay me out whatever it is what’s fair is fair and I will demand the winnings paid to me immediately

thanks

thanks

Dear player, unfortunately, I don't see your response in this complaint thread, nor did you reply to the questions in your email to me. I assume there could've been a technical issue, and your response was not added. Could you please try again?

Additionally, you wrote the following in your email:

"These are the two email address that might be attached to my AUWIN account".

Does it mean you have two accounts at the casino?

I won’t type the response as I have already done this previously however as I do with these casino I screenshot and keep these pics on file just in case there is a dispute. Please find attached a screenshot of my response to your questions.

No it doesn’t mean I have two accounts. This is against their rules and I would never do that. I was merely stating that the account could be linked under one of those email addresses. Which one I am not 100% sure but it’s definitely either one of it.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

these are the screenshots that you don’t have which has critical information. This casino has been good for a few years but this is not acceptable. I would like them to pay my winnings. Otherwise I will be taking it further

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Pokiesking,

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 quite limited. We have received multiple complaints in the past from Australian players regarding several questionable casinos operating without an official, reputable gaming license and with a low safety index rating. While for a certain time the casinos operate relatively fairly and occasionally pay out winnings, these casinos often employ strategies to avoid paying out winnings in most cases, a higher amount of winnigs—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, the likelihood of reaching a resolution regarding your case with the casino appears to be quite 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.

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 kindly explain how the player should have known that there is a maximum bet limit? I have not found such a rule anywhere on your webpage. Additionally, if, as the player mentioned, they have played without an active bonus, we don't consider a limitation on the bet made with real money as fair as long as it's not mandated by the law. Additionally, why is the maximum bet not enforced automatically by your system to prevent such a situation from occurring?

I'm looking forward to your clarification

If there are any factors that influence the whole situation that cannot be shared publicly, please forward them to me directly at michal.k@casino.guru

Michal,

That is a fair set of questions you have raised with AUWIN and I will be taking this matter further up the chain if these guys are steadfast in maintaining their position.

As I have indicated in my previous communications this casino hasn’t really conducted themselves in a fraudulent manner like some others have to me in the past. I was anyalysing as to why they did this to me now and the only thing that sticks out is that there were a flurry of large winnings recorded and I was probably one of them that they didn’t have money to pay out so they made this decision to deal with the another day when they have cash flow but whatever it is they need to pay my winnings of $3020 out to me immediately as I will be go to every forum or groups and letting them know of this Casino’s fraudulent and unethical conduct.

We as players lose and we have to take it on the chin and move on but when these guys have to pay out large winnings they do and say everything to get out of it.

Michal could you please advise me of who to escalate this to to give this AUWIN Casino the reality check they deserve I have my Channels that the gaming authority has given me to follow but could you provide me with your opinion on what I should do next

Believe me Michal, I’m not going to stop till they pay me out cause I hate this behaviour and these rogues actually ruin it for the legitimate providers. I have shaken a few of them up from my actions and if these guys don’t snap out of it and pay me my winnings then they will be next.

Dear Pokiesking,

I wanted to provide you with a brief update on your case with AUWin Casino. Unfortunately, I've hit a roadblock—their support email help24/7@auwin.com that I found on their website appears to be no longer functional, and my messages are being bounced back. I received notifications indicating "Undelivered Mail Returned to Sender."

I will try Live Chat, but based on our history with similar casinos, I do not expect a useful outcome for your dispute. These channels are typically staffed by agents who cannot resolve such matters. Therefore, we typically prefer email communication, which is generally managed by more knowledgeable and capable team members who can provide a resolution, but that avenue is currently blocked.

I recognise your point that they've paid out in the past; it is quite a known pattern for casinos of this type to honour small withdrawals but refuse larger ones. This is sadly a classic example of the risks involved with unlicensed operators.

This is a difficult situation, exacerbated by the casino's already low safety index and lack of a proper gambling license. Without a licensing authority, we have no one to turn to for enforcement. It highlights the very risk we always caution players about: the importance of checking the reviews of any casino before registering and depositing money, as well as choosing only Good-rated, licensed casinos that have a solid payout history to minimise such situations.

The essentially only advice I can give you at this stage is to contact the relevant authorities in your country, who might block the casino's webpage from being available for other players from your country or take any other actions at their discretion.

As I mentioned, I will still attempt to contact via Live Chat, but I must be honest that the prospects for a resolution are very low. I'm sorry I don't have better news at this stage.

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.

Dear Pokiesking,

I'm afraid there is not much that can be achieved without cooperation from its side. As was already mentioned, we at Casino Guru believe the maximum bet rule should not be applied in real money play without a bonus. We believe the players should be able to place bets in the amount they desire, and the only somewhat acceptable limitation should be mandated by the law or, ideally, enforced by the casino system or a game automatically, so that the player does not unintentionally break it. We are trying to push the whole industry to create a safer and fairer environment for the players, and the (non-automated) application of a rule that is not even mentioned anywhere on their webpage is the exact opposite. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as Unresolved - Against Fair Gambling in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru