The player from Morocco, a VIP customer at cwinz.com, reported losing winnings from 10 bets that were not honored. Despite having requested a thorough review, the casino claimed the issue was beyond their control, causing the player to feel that their winnings were being stolen. After gathering all necessary information, the Complaints Team concluded that they were unable to evaluate the situation properly due to a lack of insight into the casino's investigation results and closed the complaint. The player was encouraged to reach out in the future for assistance with any other issues.
Cwinz Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Other
Amount: $14,000
Cwinz Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Do I understand correctly that the amount of all bets was returned to your account?
- Did you play with an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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Public
Public
3 months ago
Thank you for your reply. I apologize, but if you have only placed bets on sports betting and your winnings haven't been credited, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
