Topwin.bg Casino - Player's withdrawal has been delayed and denied.

On 29.08.2025, I submitted a request to withdraw my winnings. Through the Topwin platform, I placed bets that resulted in a profit of approximately 30,000 - 35,000 BGN. The amount could have been significantly higher if I had had the opportunity to use the 50 BGN bonus games before the casino blocked my access to them. I believed that I had a real chance of winning, but the casino's unjustified and arbitrary ban deprived me of this right and put me in the position of a damaged user.

The casino deliberately and consistently delayed the payment of my winnings, using contradictory and arbitrary documentation requirements. I was repeatedly ordered to submit a new withdrawal request, and after each initial payment was denied, I was asked for more documentation, in an open attempt to block my legal right to receive my winnings. These actions are a clear example of a systematic and targeted practice by which the casino deprives its customers of their winnings.

On 09/31/2025, I received a payment denial on the grounds that I used the same IP address as my wife.

When depositing funds, the casino unconditionally and immediately accepts the clients' money, without any additional requirements. At the same time, when paying out my winnings, the same casino deliberately creates obstacles, requires documents again and blocks my legal right to receive the funds. This blatant practice of double standards grossly violates Articles 56, 57 and 59 of the Consumer Protection Act (CPA), which guarantee equality, transparency and protection of the legitimate interests of consumers, as well as Article 422 of the Civil Procedure Code (CPC), which protects the right of citizens to receive assistance in the implementation of legal claims. We are ruined by lies because of these people. Before my birthday on September 4, I broke up with my girlfriend and my little child, and this is the second time for Sichko on Sichko this year, but I am consulting a lawyer, but Sichko relies on money, unfortunately, Sichko has returned to me with full force, there is no one to help me, I just don't know anymore, I even banned myself from getting my life back and they gave me the money.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Topwin.bg Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus/promotion?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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Dear hristomarkovski56,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I had a registration at this casino about a year or a year and a half ago. They knew my wife was also playing, so we couldn't take advantage of the bonuses, but despite that, my account was never blocked.

I usually play slot games, but this casino was one of my least favorite because of the constant scams. I was lied to every day – my winnings were not paid out correctly, bonuses were denied for no reason, and the system was completely against me. I felt cheated and misled constantly, which was extremely frustrating. .

One of the games I focused on for a long time was Marlin Master. I played it all day and managed to make it to the top payouts with a score of 29,610 on the 6th [08/29] 21:30 Despite my efforts and the time I put in, the casino's service and rules kept cheating me and depriving me of what I deserved.

This is not only disappointing, but also completely unprofessional behavior that leaves the feeling of systematic deception.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Topwin.bg Casino representative to join this conversation.

Dear Topwin.bg Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear player,

I tried to make contact with the casino repeatedly but had no success. I’m afraid there is not much that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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.

In the meantime, I recommend you to contact the National Revenue Agency (infocenter@nra.bg) and submit a complaint to them. They may have more options and tools to help players. I wish I could have been of more help.

Best regards

Mirka