The player from Germany deposited €1000 to his Bwin account in October 2025, and the funds were debited from his card, but the account was blocked without him having played and the €1000 remained withheld. He received only standard responses for nearly three months, and Bwin did not provide clarification. The player was accused by the casino of owing €500 due to a failed bank transfer. After investigation, the complaint was closed due to the player's lack of response to the Complaints Team's inquiries. Additionally, it has come to our attention that this issue was previously raised on our forum, and we had requested the player to submit a complaint to the casino's official ADR; unfortunately, the player has stopped communicating, so we are not aware whether the issue was resolved/clarified or not. The player retained the option to reopen the original complaint should any new developments arise. This specific case will now be permanently closed.
bwin Casino DE - Player’s account is blocked and €1000 withheld.
Player stopped responding
Amount: €1,000
bwin Casino DE
Safety Index:HighCase summary
Hello, I have a problem that I haven't experienced anywhere else before.
I deposited 1000 euros into my Bwin account in October 2025. The money was debited from my credit card as usual.
Shortly afterwards, my Bwin account was blocked even though I hadn't played anything. Apparently, I had had a Bwin account years ago.
My 1000 euros are gone. And I won't get them back because my account is blocked.
For the past two months, I've repeatedly received the standard response that the responsible department will contact me.
It's now almost January 2026, nearly 3 months later, and Bwin still hasn't contacted us.
Even the employees at Bwin say they have never experienced anything like this before.
I request clarification as to why Bwin is withholding my 1000 euros.
Would it make sense to consult a lawyer, since Bwin is regulated in Germany?
I've played on many different sites before, but I've never experienced anything like this.
Thank you
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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.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- Was this the only deposit you made to the casino?
- Have you completed account verification? Were you asked to submit any documents to the casino to confirm your identity, etc.?
- Did the casino express the intent of returning the balance back to your bank account at any point?
- Could you please share with me your communication with the casino regarding the accusations made against you and the refund issues? Send emails or chat transcripts to my email at [email protected], 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
My account was closed immediately after verification, my deposit of over 1000 was withheld, and the account was closed without me having played anything.
Thanks for your reply and the information provided.
Do I understand correctly that the casino accuses you of owing money to them?
Have you tried finding the information about any previous accounts you might have had with the casino on your own? Are there any details you might provide in this regard?
Share the information here, or privately to my email at [email protected]
Thanks in advance for your cooperation.
Yes, the casino accuses me of owing them 500 euros for a failed bank transfer.
Hello shahinhh77,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear shahinhh77,
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 ([email protected]). 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,
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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Dear shahinhh77,
This is Michal again. After reviewing your case, I noticed a clear similarity to a previous complaint concerning essentially the same issue that we assisted you with a few months ago:
https://casino.guru/complaints/bwin-casino-de-player-s-account-has-been-closed
Unfortunately, based on this similarity, we will not be able to provide further assistance in this matter. Have you submitted a complaint to eCOGRA and/or the Gemeinsame Glücksspielbehörde der Länder (GGL), as previously recommended?
If so, could you please let me know what response you received?
Dear shahinhh77,
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.
We regret to inform you that, due to the absence of any response from the player to our messages, enquiries, and reminders, we are unable to continue with further investigation or offer potential solutions. Additionally, it has come to our attention that this issue was previously raised on our forum, and we had requested the player to submit a complaint to the casino's official ADR; unfortunately, the player has stopped communicating, so we are not aware whether the issue was resolved/clarified or not. Consequently, we must close this complaint as well. We would also like to emphasize that the player has the option to request a reopening of their original case should any new developments arise, at which point we would be ready to assist. This specific case will now be permanently closed.
Best regards,
Michal
Casino.Guru
