Electric Wins Casino - Player’s withdrawal has been delayed.

I requested a withdrawal of £840 (maximum amount permitted on the site) on 6th April 2025 and have now been waiting for way over the 6-21 days that the website allows for withdrawals. My account is verified and my first withdrawal was paid within 3 days which is why I continued to play on the site. I wasn’t playing with any bonus or promotion codes. I have emailed customer support on a daily basis to check the status of my withdrawal but they never reply. I have also contacted live chat on a daily basis and they give the standard response that extensive checks are carried out with withdrawals. They then just end the chat with no resolution. As you can imagine this is causing me much distress. I just want to receive the monies that I won in good faith. Any help you can give me is much appreciated

Dear wawaw11,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Electric Wins Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• What games have you played?
• Have you been explained what exactly are those extensive checks?

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,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Katarina. I believe I joined Electric Wins in March 2025. For the majority the main game played was Big Bass Bonanza. I have received nothing from the site which gives details of the extensive checks.

Dear wawaw11,

thank you for your message.

Could you please provide any communications you have had with casino regarding this matter to my email [email protected]? Kindly supply emails, live chat transcripts and screenshots.

Looking forward to your reply.

Katarina

Thank you for all your help with this I will forward the live chats (unfortunately not all have been sent) and emails I have sent to support. I continue to contact them on a daily basis

I’ve emailed everything over to you. Can you tell me what happens next? Thanks Lisa

Good morning I have sent you an email trail. I was contacted by electric wins this morning to say my withdrawal has been cancelled due to a technical issue! I have therefore requested a bank transfer. Thanks Lisa

Thank you very much, wawaw11, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Electric Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Sincerely,

Katarina

Hello, wawaw11,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Electric Wins Casino Team,

Could you please explain the player's situation in more detail? What is the estimated time frame for processing her pending withdrawal?

Alternatively, what needs to be done on her side to expedite the withdrawal process?

Thank you.

Good morning. Thank you for all your help. I really do hope we hear from the casino timely

Dear

I tried to contact the casino, also outside the thread, but had no success. I am afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Branislav B, Casino.Guru