Cwinz Casino - Player’s withdrawal has been delayed.

Player ID: 565304261

I have made a withdrawal of the amount of Rs. 7750 on 28th December. It said "PAID" on the website but the above-said payment isn’t yet received in my bank account.

I asked to customer support and they told me that it will be received within the next 2 days but never received it. After that I asked again, and that time they said due to the new year and Sunday, it was delayed but it will be surely come in the next 4 days. They also accepted that about the status on the website is paid but the amount is actually not paid.

However, after that 4 days, I asked again but now they do not answer but just says that it has been informed to the financial team but they do not answer or clarify about this. It has been more than 14 days now.

Dear SHADE,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has been processed but never reached you? Have you received transaction tracking numbers from the casino? I understood that you have opted for a bank wire transfer, is that correct?

Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

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

Best regards,

Petronela

Dear Petronela,

I usually do the same kind of bank transfer and mostly I received it within a few hours or sometimes within half an hour. Never took time more than 6 hours.

However, for this particular withdrawal, they took 3 days and then mentioned that it is paid on the website but actually it was not paid. When I emailed them they explained to me that on their side it has been done but I didn't receive it. Then they told me that it is a part of a bank that is pending and they are in touch with the bank to resolve the issue (on 4th Jan 2023).

However, after that, they never update me about the status even after asking them. They just say it will be received shortly. Sometimes they say it is already paid so send your bank statement to verify. I have provided them with bank statements many times. But their customer support team is not well-trained and I think it is not systematic. So every new chat person asks for the details again and again and they can't understand what I am asking for.

I am getting frustrated since then because since then I made 2 more deposits of INR10,000 and INR3,000 on 6th January. Both deposits are rejected by them and told me that the money will be returned to my bank account in 3 working days. However, I haven't received that money yet. Also, I made many withdrawals from the 6th to today but out of them, almost 70% of withdrawals were rejected by them after a few hours. (only 2 out of 12 withdrawals were paid; the other was rejected and added to my player account.) It looks fishy now. Even today I made a deposit of 5000. On the website, it is mentioned that the processing time of the deposit is min 2 minutes and a maximum of 15 minutes but after 5 hours they reject it saying it will be refunded. Also, chat support is just a name; they never reply. So I have 7750 withdrawals + 10,000 + 3,000 + 5,000 deposits. the total amount of INR 25,750 is pending with either bank or them. The problem is they do not clarify my problems and do not accept that they are at fault or their system has some problem.

Due to this, I feel that they may be going to scam their customers shortly. I feel they are doing this intentionally because someone can understand that withdrawal may take time, but what about deposits? Is it possible that all the deposits are getting rejected? and even after six days, it is not returned? I'm playing for the last 3 years but this kind of issue never arise.

Now they're saying it is paid to a casino account but it is not paid to my casino account under any thread.

Attached is a screenshot of the history of the casino as well as the reply from the casino.

Now, I've asked for the details about when they made the payment. As I do not receive the amount in my bank account and not in a casino account but they are claiming that they made it to the casino account. That's why I have asked for proof. Because it is clearly shown in the history on their own website that they did not refund anything to my player account after 28th December. As you can see from the screenshot.

Thank you very much, SHADE, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello SHADE,

I'm Michal and I have taken over your complaint. I have reviewed your case and I fully understand your frustration, but I would kindly ask you to understand, that before every withdrawal the casinos undertake a gameplay check as well as KYC and AML check that in some cases can take longer time, another thing is the variety, and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands."

I can agree with you that the whole process can be done more quickly or more user-friendly, but casinos need to follow certain regulations and processes. I strongly advise you not to deposit to this casino for now until we find out what's going on.

With this being said, I will contact the casino to shed more light on this.

Dear Cwinz Casino,

Can you please provide some information regarding the player's withdrawal issues? Can you please provide any proof that the disputed withdrawal was processed on your side and the funds were sent to the player's account?

If the information can't be shared publicly, please send them to michal.k@casino.guru

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 SHADE,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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 contact the Curaçao eGaming ("CEG") Authority (https://www.curacao-egaming.com/public-and-players/complaints-step-1) and submit a complaint to them. The Curaçao eGaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal