Cwinz Casino - Player’s withdrawal is delayed and uncredited.

Subject: Uncredited withdrawal marked as paid (Pending 35+ days)

User ID: [hidden by Casino Guru]

Username: [hidden by Casino Guru]

Withdrawal ID: [hidden by Casino Guru]

UTR: [hidden by Casino Guru]

Explanation: "Withdrawal requested on July 12 was marked as Paid with UTR [hidden by Casino Guru]. My receiving bank confirmed no funds were ever received. Over 35 days have passed, and live support refuses to provide an internal ticket number or transfer to a manager."

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify the situation.

• Have you made any successful withdrawals from this casino before or after the issue your complaint is about?
• Has your other withdrawal request from July 12, for INR 20,078, been successfully paid to you?
• When submitting the INR 50,000 withdrawal request, did you make sure that all your payment details were entered correctly?
• Have you completed the full KYC verification process at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hello Veronika,

Thank you for your assistance. Here are the answers to your questions:

Successful withdrawals: Yes I have made successful withdrawals before/ but after this case I have not deposit or withdraw any money from this platform.

July 12 withdrawal (INR 20,078): Yes, it was received in my account

Payment details for INR 50,000: Yes, I double-checked and confirmed that all my bank/wallet details were entered accurately.

KYC verification status: Yes, my account is fully verified (approved)

Please let me know if you need any screenshots or further details to proceed.

Still they are doing same. They are saying to wait 24 to 48 hours/ they are replying same message from last 40 days.. But I have not received any refund in cwinz account or in my bank account. Please look into this.

Dear AbhayD,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Ayberk (ayberk.a@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello AbhayD,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Cwinz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AbhayD,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Ayberk