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.

Dear Karla,

Thank you for your response. I would like to clarify the situation as precisely as possible.

Regarding the €4,997 bet, I cannot confirm from the records available to me that I personally placed that bet. Bwin states that the €4,997 balance was used for bet 208LCEWT5F, but this is precisely one of the points I am asking Bwin to substantiate with the underlying account and betting records.

Regarding the €202.05, Bwin describes this amount as a Cash Out from bet 208LCEWT5F. I am not referring to a €202.05 withdrawal to my bank account. What I am asking Bwin to demonstrate is the actual account movement showing the alleged Cash Out being credited back to my Bwin player balance.

I have not identified a corresponding €202.05 Cash Out credit in the complete audit provided to me by Bwin.

My complaint is therefore principally about the unreconciled destination/use of the funds and the absence of complete underlying records supporting Bwin's explanation.

Importantly, I acknowledge the evidence that Bwin has already provided. Their financial history states that deposit 17584014416249651 for €4,947 was completed, and their audit shows:

€0 → €4,947 deposit → €4,997 after a €50 bonus.

However, Bwin subsequently states that the entire €4,997 was used for bet 208LCEWT5F and that this resulted in a €202.05 Cash Out.

In the complete audit document supplied to me by Bwin, I can identify the €4,947 deposit and the €50 bonus, but I cannot identify the corresponding €4,997 debit for bet 208LCEWT5F or the subsequent €202.05 Cash Out credit.

Furthermore, when I checked the customer-facing histories for the relevant period, the payment history did not display the expected transaction and my September 2025 betting-history searches did not display the corresponding closed bet.

I have therefore asked Bwin to provide:

The complete underlying record for bet 208LCEWT5F;

The ledger/account movement showing the €4,997 debit, including the balance before and after;

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

A continuous balance history reconciling the sequence €4,947 deposit + €50 bonus → €4,997 → bet 208LCEWT5F → €202.05 Cash Out.

I am not asking Casino Guru to assume that Bwin's records are false. I am asking for assistance in obtaining the underlying records necessary to verify and reconcile Bwin's explanation with the complete audit and histories that were provided/displayed to me.

I have the relevant Bwin emails, financial history, complete audit, Revolut documentation and screenshots available and can provide them for your review.

Thank you for your assistance.

Kind regards,

João

Dear Rochafcp12,

Thank you for reaching out to Casino.Guru. I understand how frustrating it can be to encounter an issue with sports betting. While we don’t have the expertise or resources to handle these types of complaints directly, I want to make sure you have the right support to move forward.

Here are some specialized websites that may be able to assist you:

• https://www.safebettingsites.com/complaints/
• https://www.bookmakersreview.com/sportsbook-complaint/
• https://www.bookmakers.bet/submit-a-complaint/
• https://www.askgamblers.com/submit-complaint

I hope these resources help you resolve the issue efficiently. Thank you for understanding the limits of our support in this area.

Best regards,

Karla Mayfly