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I joined casinowin.bet and completed all wagering with a balance of about €700 so I withdraw €500, I received email that I the money via bank transfer can take between 7-21 days to reach my bank account, it is now 7 days so I spoke on live chat and they told me the it takes 7-21 days to get approval. I also played 2 hands of blackjack at €50 each and won both, it took my balance and did not pay any winnings when I asked about this i was first called a lier until I showed the proof in my transactions and then they offered me a €50 casino cash.

Dear Peter,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

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, especially wire transfers. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Well its now 9 days! And as for verification well I have asked for my id and according to the email it was approved on 27/02. But there is also the issue of 2×bets placed on blackjack for €50 each hand that i won, and my math makes that €200 but first you called me a lier and then refunded €50.

Could you please forward any supporting evidence to petronela.k@casino.guru?

And how do I do that. I can show as I did that I played live casino twice but it showed up on my transaction ad roulette, then I was called a lier and told I never played blackjack well I never played roulette on your site only ever 2 hands of blackjack that I won. Surely this is your job to investigate and get a recording for your provider, its not going to be that difficult I only ever went on live casino once wher I played 2 winning hand of blackjack not roulette as stated on my transactions. But I have already said all this and I was told bu your site I lost one hand and the other one got refunded straight away well this is not the case, yes you refunded me 50 later but this is still short. €150 short to be exact.

I’m sure you understand that I don’t work for Casinowin Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you. 

You stated in your first response that you had a proof: "I also played 2 hands of blackjack at €50 each and won both, it took my balance and did not pay any winnings when I asked about this i was first called a lier until I showed the proof in my transactions and then they offered me a €50 casino cash."

Please forward it to petronela.k@casino.guru?

My only form of proof was in my transactions, where it stated I played roulette 2 times. I was told I never played blackjack. I never played roulette. So the fault was in the casinos system, and until this point I was told I did not play blackjack. I have sent them a photo of my transactions to prove I am not a lier and I did in fact play 2 winning hands of blackjack and not roulette as stated in there transactions.

So please forward the photo of your transactions to me. Thank you very much in advance.

I forwarded that to your email.

Just a quick update, as stated by casinowin.bet its very unusual to wait more then 14 days for a withdrawal, guess what its now 14 days and and its still pending, who would join a site and wait this long for winnings?? The deposit is instant.

Additional comments from the player:

"Here at the top is roulette that I never played, the 2 bets were placed in a row and both won but I was told by the casino I lost one and had one refunded straight away this is not the case, I asked them to investigate the 2 bets u placed and to check with provider for recording of them 2 bets but to no avail"

Thank you very much, Peter, for forwarding the relevant screenshot. Do I understand correctly that €500 withdrawal is still pending, and you claim an additional €150 to be rewarded as only €50 has been refunded previously? Is there any relevant communication regarding the previous refund of €50? Looking forward to hearing from you.

Correct, yes I agreed to except the 50 they gave me because I just can't be bothered fighting for it, so I'm willing to let that go, but its now 15 days waiting for my 500 winnings

Thank you very much, Peter, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Peter,

I looked at your complaint and will do my best to help you. I would like to invite Casinowin Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Just a quick update, its now 19 days and as expected I tryed to log into my account today and was asked to verify myself! I have a screenshot to prove I have already verified this account. I have tryed to log in again and it seems to be ok, maybe just another glitch with there system.

We would like to ask the Casinowin 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the Casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear player, I have information that Casino paid your winnings, it means that you should have it already or you should get it in few days. Could you please confirm if you've received your winnings?

No they not pay winning, just continued to mess about, telling lies, so after about 5 week I just gave and wagered all my winning because at this they would not give they made up every in the book, please please do not join this site or any sister site they may have.

Hello Peter,

My appologize for what happend from our side, we had to sort some internal issues. Now those are solved we can start withdrawing players ( as you can see on our comments on this platform).

To compensate you for the time you had to wait and the money you lost, our VIP team will add an amount in your CasinoWin account.

CasinoWin Team.

I have all conversations screenshot. Your talking Bellshill as usually

Casinowin placed 150 in my account..

I was deleted or whatever they do but they just blocked me.

Dear Casino,

can you please clarify this situation? What's going on?

They gave me a €150 in my account with about 10000000 wager. Please look into this site before joining you will get paid if you win.

We would like to ask the Casinowin.bet 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’.

I apologize, but since Casino stopped responding, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can ask to reopen this complaint anytime.