Uwin33 Casino - Player's account has been closed without explanation.

I registered at Uwin33 as a new user and deposited around 800 MYR (about $200). After some slot play and a couple of sports bets , my balance reached around 1180 MYR (about $300).

I requested a withdrawal of 700 MYR. Support informed me that the withdrawal was under review and asked me to wait up to 24 hours.

Shortly afterwards, my account was suddenly blocked without any proper explanation. I did not receive any official email regarding the closure or any detailed clarification about the reason for the block.

When I contacted live chat support, I was informed only that my account had been suspended, and later I also lost access to support communication.

My balance included my own deposited funds, and no bonuses were used.

I requested clarification, account balance details, and information regarding my deposited funds, but no transparent explanation or evidence was provided.

I am submitting this complaint because my account was blocked and all funds became inaccessible without a clear justification.

All screenshots of balances, and withdrawal requests have been saved.

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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 your situation.

• Have you made any successful withdrawals from this casino before?
• Could you please specify which slot games you played at this casino?
• Did you accumulate any winnings from the slot games you played? If so, please specify the amount.
• Have you contacted customer support via email to ask about the reason why your account was blocked?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?

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

Best regards

Veronika

No. They have not confirmed a single payment.

Hacksaw Gaming.

My total winnings were $80.

Yes, I contacted them by mail, but I never received a response.

I didn't provide any documents. The casino didn't ask me for any documents. They blocked my account immediately after I submitted a withdrawal request.

Have you tried contacting customer support in the meantime so that you could obtain communication regarding the closure of your account? Please note that this communication is essential for us to be able to investigate your issue properly.

Also, please keep in mind that if your account was closed due to sports betting activity, we will unfortunately not be able to assist you further with this matter, as explained in your previous complaints.

Dear yatsik13,

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.

Dear Veronica, I sent you everything by email yesterday. Please check it.

Dear yatsik13

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear yatsik13,

I'm Michal and I will be handling your complaint going forward. As a first step, I will attempt to reach out to the casino team outside of this thread, as we do not yet have an established contact channel with them. I will provide an update once available.

If there are any updates or developments in the meantime, please keep me informed.

Best regards,

Michal

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 yatsik13,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't 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 isn't 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 based on 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,

Michal

Casino Guru