Awbit Casino - Player's account cannot be verified.

When creating my account at the casino, I accidentally entered the wrong date of birth in my profile. I have tried to resolve this issue many times through the casino's live chat, but no one has ever responded to me. I have also tried sending a message to the casino's customer support email so that the staff could correct my date of birth. I included a scanned image of my passport as evidence. I cannot withdraw my money until my account is verified. My account cannot be verified because my date of birth is currently incorrect. I have been trying to contact the casino since 18th November 2024. No one has responded, and I have not been able to reach anyone during this time.

Dear venlaisosaari,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Awbit Casino.

According to the casino's rules:

3.2. By opening a Player Account and/or by using the Website, the Player acknowledges, agrees, and confirms the following:

c) The Player has supplied correct and materially complete information when registering with the Website, will ensure that such information is kept updated throughout his/her use of the Website, and acknowledges that failure to do so willfully may lead to the Company forfeiting all the Player’s winnings.

Please understand that you must always enter correct and complete personal information when creating an account. Any online casino has the right to verify your identity at any point and it is impossible to pass the verification if you fail to provide correct personal information.

Please allow me to ask you a few questions so I have a complete picture of the situation:

• Could you explain whether you informed the casino about the discrepancy before depositing and playing?
• Could you please explain what is the date you entered when registering your account and what is the correct date of your birth? (the information will be kept private)

Thank you very much for your understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear venlaisosaari,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear venlaisosaari,

Could you please share with me your communication with casino support on the topic if possible? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

Dear venlaisosaari,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I sent you a reply yesterday. However, I noticed afterwards when I visited the casino website that the amount I won (1890) was not showing up in my profile or in my pending withdrawals. Here are a few more

a picture showing that there is no money in my account and it has disappeared. The casino has not sent me any message regarding this. I have followed all the casino rules.

Best regards, Venla *****

Thank you very much, venlaisosaari, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, venlaisosaari,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, please note that according to the updated information we received from the casino, it stopped operating completely, so I am not sure about their cooperation and/or willingness to help us resolve the matter.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Awbit Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

Can you provide us with the information on how she could update her date of birth and pass the KYC (withdraw her winnings) or why it is impossible to update it? Is there any other reason for the casino not letting her withdraw the remaining balance?

It looks like a mistake, but if we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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.

Greetings,

Although the casino was closed some time ago, one of the casino representatives recently contacted me and provided me with a few new Skype contacts of responsible people. I tried to contact all the contacts via Skype a while ago, and I am waiting for their responses.

Now I am extending the timer by another 7 days and providing the casino representatives with more time to comment on the matter.

Please note if no one from the casino contacts me back or does not provide anything relevant until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Once I have any news or updates, I will share it here.

Thank you for your patience and understanding.

Dear venlaisosaari,

Since we have not received any relevant response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

Unfortunately, the casino is already closed and therefore, there is no gaming authority or ADR I could recommend you turn to. I would count on the option your disputed funds are lost forever. However, there is still hope someone will contact us in the future. In such a case, we will inform you about it.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru. Also, you can inform me if there is any progress.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email or a request after logging into their casino representative account.

Best regards,

Branislav, Casino.Guru