WinWin Bet Casino - Pelaajan kotiutus viivästyy järjestelmävirheen vuoksi.

Subject: Unpaid 500 AZN Withdrawal - System Error & Clear Distinction from Other Payments

​Complaint Description:

I am reporting a missing withdrawal of 500 AZN requested on 28.01.2026. I want to clarify all transactions to prevent any confusion:

​The Missing Payment (ID: 4439827435): I requested 500 AZN. The casino system shows a critical error: the header says "Para çekme işlemi gerçekleşmedi" (Transaction Failed), but the status shows "Successful". This money never arrived in my bank account.

​Successful Payments (Separate IDs): On the same day, I had two other withdrawals which were successfully paid: 400 AZN (ID: 4439853799) and 100 AZN (ID: 4439848019). These are completely separate transactions. The casino cannot claim the 500 AZN is paid by pointing to these.

​Proof: I am attaching my official bank statement. It shows the 400 and 100 AZN incoming, but there is no record for the 500 AZN (ID: 4439827435).

​I demand the casino to either provide a valid RRN code for this transaction or refund the money to my game balance immediately.

Important notice:

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Hello,

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

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

• Did you achieve your current balance with the help of a bonus?
• Could you please explain what the transactions of 400 AZN and 100 AZN represent in this situation?
• Could you please share with me your communication with the casino regarding the payout? 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

Dear Asmar53,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Asmar53,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear WinWin Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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.

Hello Asmar53,

We have already replied to your request in the payment support section asking you to provide your payment details again so we can proceed with the withdrawal.

Please send the required details there, and the payment will be processed accordingly.

Hello Lucia,

Our support team has already contacted the player and requested the necessary details to process the payment. We are now waiting for the player to provide this information.

Best regards,

WinWin Bet Casino Team

Dear WinWin Bet Casino representative,

thank you very much for the update.

Dear Asmar53,

Please let me know once you have submitted the requested information to the casino. Also, kindly keep me informed of any updates or developments.

Dear WinWin Bet Casino Team,

The player has informed us that the status of their withdrawal has recently changed from "Processing" to "Contact customer service," and that they also received a notification stating that additional information is required for their request.

Could you please clarify what specific information or documents are currently required from the player? Additionally, please explain why the withdrawal status was changed and what exact steps the player needs to take in order to proceed with the withdrawal and complete the process.

Your clarification will help us properly guide the player and avoid any further misunderstandings.

Thank you in advance for your cooperation.

Good afternoon Lucia,

The change in the payment status is due to an error on the payment provider’s side.

Additionally, we are still awaiting the player’s details required for the withdrawal, as they have not yet been provided. By "player details," we mean the specific payment details necessary to process the withdrawal.

Dear WinWin Bet Casino Team,

The player has confirmed that they have submitted the requested information. Could you please confirm whether you have received it and advise if anything further is required from the player’s side?

Thank you in advance for your cooperation.

Good afternoon Lucia,

The funds were transferred to the user yesterday using the provided details.

Best regards,

WinWin Bet Casino Team

Dear WinWin Bet Casino representative,

thank you very much for the update.

Dear Asmar53,

Could you please confirm whether you have received the payment?

Dear Asmar53,

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 WinWin Bet Casino Team,

The player has reached out to us expressing concern that she has not yet received her funds. Could you kindly provide any relevant documentation that verifies the transaction was successful on your end? Thank you for your assistance in this matter.

Good afternoon Lucia,

A receipt from the payment system has been received for this request.

If the funds have not been credited, the player needs to contact support and provide a transaction statement for further investigation.

Best regards,

WinWin Bet Casino Team

Dear Asmar53,

Kindly follow the casino's instructions, and please keep us informed of any developments. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Asmar53,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia