The player from Hamburg had created a new account with Bwin, deposited 1,000 euros, and found his account blocked without access or refund. He learned that he allegedly had another account with Bwin, and his refund requests were being ignored. The Complaints Team had attempted to engage with the casino for clarification on the status of the player's deposit but received no response. The case was ultimately closed as "unresolved," with a suggestion to contact eCOGRA or the relevant gaming authority for further assistance.
bwin Casino DE - Player’s account has been closed.
Unresolved
Our verdict
No reaction
Black points: 335
Amount: €1,000
bwin Casino DE
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
I created a new account with Bwin on September 22, 2025, and deposited 1,000 euros.
It worked immediately. Via Sofort Überweisung (instant bank transfer).
Bwin then blocked my account and refused to refund my deposit.
Apparently I already have an account with Bwin.
All my requests to transfer my money back are ignored.
I can't access the account anymore either.
Please help me.
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5 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with bwin Casino DE.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you played any games in the casino before your account was blocked?
- Did the casino identify any particular email address registered in the casino as yours?
- Were you asked to submit any documents for verification? Which ones and when?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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5 months ago
Thank you very much for providing the necessary information. 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.
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5 months ago
Dear Shahin1312,
Thank you for your response. While I somehow understand your reasoning for creating a new account—namely, the inability to access your original one—unfortunately, this does not constitute a valid justification for opening a second account. Such action requires explicit authorisation from the casino team. As this authorisation was not granted in your case, you have violated the casino's regulations, and it appears that the casino team has acted appropriately and in complete alignment with its rules, which you agreed to when you registered your first account.
As I mentioned earlier, in similar cases, deposited funds are generally refunded to the player, provided that no other irregularities are detected, which might trigger Know Your Customer (KYC) and/or Anti-Money Laundering (AML) procedures. If such procedures are initiated, the casino may be obliged—under KYC, AML, or licensing regulations—to withhold or, in some cases, confiscate the funds. I’m not suggesting that this was necessarily the case, but it could be one possible explanation. Casinos very rarely share specific reasons for their actions directly with players, as such details are, in the vast majority of cases, provided only to the relevant regulatory authorities.
To enable me to assess your situation accurately and offer appropriate assistance, I kindly ask that you forward all relevant email and live chat correspondence with the casino team to michal.k@casino.guru at your earliest convenience. Without this, I might not be able to help you with your case.
Additionally, please confirm all your emails that you typically use for registration in online casinos. You can send this in an email to me as well.
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5 months ago
TranslationHello, I understand that Bwin has closed and blocked my account, but why are they simply withholding my 1,000 euros? They should be transferred back to the original account.
Bwin can't just close the account and keep the money I deposited.
Without me playing anything.
Unfortunately, I don't have any email correspondence to show you.
As I said, I can no longer access my account because it has been closed.
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5 months ago
Dear Shahin1312,
As you do not have any correspondence stored, I must unfortunately rely solely on the information provided by the casino team—if any is received—which, as you can imagine, greatly limits the extent of assistance I am able to offer in your case. If the casino team decides not to disclose any information to me, while this would certainly not be ideal, I must regrettably acknowledge that you have breached the casino's regulations by creating multiple accounts. Any measures taken by the casino following the confirmation of this rule violation, which has indeed occurred in this instance, have to be considered by us as being in alignment with their established policies:
I just wanted to ensure that this is clearly understood.
That being said, I will reach out to the casino team to shed more light on this matter and to see if I can help somehow.
We would like to invite bwin Casino DE to join the conversation.
Dear bwin Casino DE,
Could you please provide clarification regarding the status of the player’s deposit and confirm whether it will be refunded?
If there are any circumstances or details affecting this matter that cannot be shared publicly, please share them with me directly at michal.k@casino.guru
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4 months ago
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.
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4 months ago
Dear Shahin1312,
I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. As I mentioned above, you have breached the casino's regulations by creating multiple accounts. However, the casino should return the deposits, as this would be expected by us as well.
Since I have received no response from the casino, I have to close this case as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Gemeinsame Glücksspielbehörde der Länder (GGL) itself (https://www.gluecksspiel-behoerde.de/de/praeventionspielerschutz/verstossmeldenbeschwerden).
Please let me know how they responded at michal.k@casino.guru
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
