LWIN9 Casino - Player’s winnings have been confiscated.

Hi deposited 200$ and then won 1603$ and withdraw it and then the casino forfeited it and said it was suspicious gambling I don’t. Understand how I always gamble and it wasn’t nothin suspicious and they didn’t. Pay me

Dear luke_c1988,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

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

Could you please share your communication with the casino regarding the forfeited winnings? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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.

Best regards,

Dominika

Hi yes there was no suspicious about it I just had extra money so I deposited it some times I’ll have more money then other times so I’ll deposit extra or less I don’t see how it was suspicious it is very u fair they transferred me back the 200$ I deposited but still I find it very unfair and that I should of been paid my winning they like to take our money quick but seem to not like to pay out when winnings occur

Hi yea I have been paid a withdraw before and no o didn’t use bonus and also yes I have passed the kyc I find it very u fair as I have wasted a lot of money threw Lwin9 and when I seemed to have a ok win they didn’t want to pay me I was very happy with the site up until now if they don’t resolve my winnings I will def be changing casino and I will b advising all my mates to change sites also

Dear luke_c1988, has the casino specified what suspicious gambling is?

This is what they said

Thank you very much, luke_c1988, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.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.

Hi thank you when will we have a answer or even have a response do u thibk I will get the winnings or it’s no hope

Dear luke_c1988, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite LWIN9 Casino representative to join this conversation. 

Dear LWIN9 Casino, could you please provide more information about this case? 

Looking forward to your reply.

Thank you hopefully we can resolve this fairly and also so I can keep depositing and using there online casino bc iv put gambling on hold bc this really upset me concidering I was a loyal customer

Does the casino have to reply to us ??

I have also msg lwin9 to respond to our msg but they won’t

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.

I have tried to contact the casino repeatedly but had no success. I have been informed on several occasions by a casino representative that they are unwilling to discuss your case with us. Unfortunately, no satisfactory explanation has been provided for this decision. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates with a fake 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 you choose casinos by 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,

Katarina