bwin Casino PT - Pelaaja väittää, että maksu on viivästynyt.

I hereby submit a complaint regarding two withdrawals made from my Bwin account, which to date have not been credited to my bank account.

On May 29, I made a withdrawal of €92.38, and on June 1 (Sunday), another withdrawal of €17.34. However, none of the amounts have yet been credited to my account.

I contacted your customer service on Monday, June 2, and was assured that the amounts would be available in my account on June 3. Today, June 6, I still haven't received any of the aforementioned withdrawals.

I would therefore ask for urgent clarification of this situation and for it to be resolved as soon as possible.

Venho por este meio apresentar uma reclamação relativamente a dois levantamentos efetuados na minha conta da Bwin, que até à data ainda não foram creditados na minha conta bancária.

No dia 29 de maio, realizei um levantamento no valor de 92,38€, e no dia 1 de junho (Domingo), outro levantamento no valor de 17,34€. No entanto, até ao momento nenhum dos montantes foi creditado na minha conta.

Contactei o vosso serviço de apoio ao cliente na segunda-feira, dia 2 de junho, e foi-me garantido que os valores estariam disponíveis na minha conta no dia 3 de junho. Hoje, 6 de junho, continuo sem receber qualquer um dos levantamentos referidos.

Solicito assim esclarecimentos urgentes sobre esta situação, bem como a resolução da mesma com a maior brevidade possível.

Dear archbig2,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear archbig2,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

The situation remains unresolved. I have sent several emails, but the responses I receive are always the same. I am told that the issue lies with the payment provider and that you are still waiting for a response from them, asking me to keep waiting.

However, I find this unusual, as previous withdrawals made through Bwin were processed very quickly—often immediately.

Best regards,

Archbig

Dear archbig2, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you use the same payment method for these withdrawals as you did for your previous (successful) ones?

Can you please confirm whether all the payment details were entered correctly this time?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Did you use the same payment method for these withdrawals as you did for the previous (successful) ones?

• Yes, I've always used the same method without any problems.

Can you confirm that all the payment details have been entered correctly this time?

• I've also checked and everything has been entered correctly.

Did you accumulate your winnings with or without an active bonus?

• I played sports betting, where the result went in my favor and I won the bets. All the money deposited was played.

Below are the screenshots. And proof of the withdrawal of the money I haven't received yet

Você usou o mesmo método de pagamento para essas retiradas que usou nas anteriores (bem-sucedidas)?

• Sim sempre usei o mesmo método sem problemas.

Você pode confirmar se todos os detalhes de pagamento foram inseridos corretamente desta vez?

• Também confirmei e esta tudo corretamente inserido.

Você acumulou seus ganhos com ou sem um bônus ativo?

• Eu joguei em apostas desportivas, onde o resultado foi a meu favor e ganhei as apostas. Todo o dinheiro depositado foi jogado.

Abaixo deixo as capturas de tela. E as provas do levantamento do dinheiro que ainda nao recebi

They've just sorted it out. All the money has been returned. Thanks for your help.

Acabaram de resolver agora mesmo. O dinheiro todo foi devolvido. Obrigado pela ajuda.

Dear archbig2,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru