The player from Greece had been waiting for a withdrawal for 6 weeks and encountered unhelpful responses from customer support, including inconsistent information about the casino's website. After requesting further details about the withdrawal, the live chat became unavailable, and emails went unanswered. Despite providing proof of account verification and explaining that winnings were obtained with bonuses without exceeding betting limits, the complaint remained unresolved. The Complaints Team attempted to contact the casino but received no cooperation, as the casino had a history of ignoring mediation efforts. Consequently, the complaint was closed as unresolved, and the casino's overall rating was negatively impacted.
Electric Wins Casino - Player’s withdrawal is delayed and support is unresponsive.
Unresolved
Our verdict
No reaction policy
Black points: 266
Amount: €3,500
Electric Wins Casino
Safety Index 0.1 Very lowCase summary
Discussion
Public
Public
1 month ago
Translation
I made a withdrawal on 8/4 and in the chat they keep telling me to wait. Big load of withdrawals and that's it.
When I ask for more information, withdrawal code, withdrawal description, and so on, they tell me they can't give me the details.
What seemed strangest to me of all is that on the same day at 2 different times I spoke with the same representative and asked him about the official website and he told me 2 different pages. electricwins11.com then electricwins22.com and I was connected to the page electricwins77.com.
And when I sent it to him with a screen shot, he replied that I should contact the company's support email for more information and closed the conversation and no longer opens the live chat for me. They never answer emails. I don't know how I will get my money. Have you had a similar experience with this casino?
I have screenshots of all my conversations with them.
Automatic translation:
Public
Public
1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
1 month 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.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without 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,
Attila
Public
Public
1 month ago
TranslationI have never made another withdrawal.
I had made a request for 2 more but I had canceled it with the option it gave me.
Yes, I have screen shots showing that the account has been verified.
The winnings came from making a deposit and using bonuses.
But the amount they were asking for was obtained so that they could "unlock" the money and I did not raise the bet above the allowed limit.
Automatic translation:
Public
Public
1 month ago
Thank you for your reply. Could you please forward screenshots of your pending withdrawals and your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
Thank you for your patience and cooperation.
Public
Public
1 month ago
Dear Voula92,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for Electric Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Electric Wins Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
Thank you, Attila
