bwin Casino PT - Player's deposit and transaction records are missing.

Bwin Portugal / GOBET – €4,947 deposit – missing documentation for €4,997 bet and €202.05 Cash Out

Hello,

I would like to share an ongoing dispute involving Bwin Portugal (GOBET – ENTRETENIMENTO, S.A.) and ask for assistance in understanding the documentary inconsistencies in my case.

On 20 September 2025, I made a card payment of €4,947 to Bwin.

Revolut subsequently confirmed to me that the transaction was completed and that the funds were settled/sent to the merchant identified as Bwin/bwin.pt.

Bwin later provided me with internal documentation stating that deposit ID 17584014416249651, for €4,947, was credited to my account.

The audit supplied by Bwin shows:

Balance: €0 → €4,947 (deposit)

Bonus: €50

Balance: €4,947 → €4,997

Bwin then informed me that the resulting €4,997 was used to place bet 208LCEWT5F, and that this bet was subsequently closed through a Cash Out of €202.05.

This is where my dispute currently lies.

I asked Bwin to provide the complete audit/history. In the complete audit document that was sent to me, I can identify the €4,947 deposit and the €50 bonus, resulting in the €4,997 balance.

However, I cannot identify in that same audit the corresponding €4,997 debit for bet 208LCEWT5F, nor the subsequent €202.05 Cash Out credit.

I also checked the customer-facing payment and betting histories for the relevant period. The payment history displayed no transactions for the relevant dates, and the betting history for September 2025 displayed no corresponding closed bet in the searches I performed.

I am not claiming that these facts alone prove that Bwin's internal records are false. What I am asking Bwin to provide is the underlying documentation that reconciles its explanation with the complete audit it supplied to me.

Specifically, I have requested:

The complete technical record for bet 208LCEWT5F;

The ledger entry showing the €4,997 debit, including the balance before and after;

The ledger entry showing the €202.05 Cash Out credit, including the balance before and after;

A continuous balance history covering this sequence;

An explanation as to why these movements are not identifiable in the complete audit supplied to me and why the corresponding customer-facing histories did not show the expected records.

I have already contacted Bwin requesting these specific records and clarification.

Judicial proceedings against GOBET – ENTRETENIMENTO, S.A. have also been initiated in Portugal. Nevertheless, I remain willing to resolve the matter amicably if Bwin provides the complete underlying records or proposes an appropriate documented resolution.

I have preserved the Revolut documentation, Bwin emails, the financial history supplied by Bwin, the complete audit and screenshots of the histories displayed in my account.

I would appreciate Casino Guru's opinion on this documentary discrepancy and, if possible, assistance in obtaining from Bwin the records showing exactly how the balance moved from €4,997 → bet 208LCEWT5F → €202.05 Cash Out.

Thank you.

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Dear Rochafcp12,

Thank you very much for submitting your complaint. I am sorry to hear about the difficulties you have experienced.

To better understand your case, could you please clarify the following:

• Could you confirm whether the disputed €4,997 was used to place a sports bet, as stated by Bwin, or whether you deny placing this bet?
• Did you personally request or authorize the €202.05 Cash Out?
• Have you received the €202.05 Cash Out amount, or is this amount also missing from your account?
• Could you please confirm whether your dispute is primarily about the missing funds or the casino's failure to provide complete transaction records?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.