bwin Casino - Dobici igrača su nepravedno oduzeti.

Dear Casino Guru Complaints Team,

I am submitting this complaint regarding Bwin's refusal to pay the full balance from my account.

I requested a withdrawal of €1,161.00, which was the available balance in my account at the time. My withdrawal request was accepted by the system but was later cancelled without any prior warning or explanation.

Afterwards, Bwin processed only €520.00, which they claim represents my deposits, and refused to pay the remaining €641.00.

I was never informed in advance that my winnings would be confiscated. I did not receive any notification before submitting my withdrawal request, nor was I warned that my account balance would be reduced.

Only after I repeatedly contacted customer support did Bwin inform me that they had decided to invalidate all of my gameplay because my account was under self-exclusion. They refunded only my deposits and confiscated the remaining €641.00, which they classified as winnings.

I believe this decision is unfair and lacks transparency for several reasons:

My account allowed me to place bets normally.

My bets were accepted and settled by Bwin.

My account balance reached €1,161.00.

Bwin accepted my withdrawal request for the full amount.

The withdrawal was then cancelled without explanation.

I was not informed beforehand that my winnings would be confiscated.

Instead of paying the requested €1,161.00, Bwin unilaterally decided to pay only €520.00.

Despite several emails, Bwin has refused to return the remaining €641.00 and has provided only general statements that the winnings were confiscated under their Terms and Conditions, without giving a clear justification for why my bets were accepted and settled before making this decision.

I respectfully request that Casino Guru investigate this matter and assist me in recovering the remaining €641.00, as I believe I am entitled to receive the full amount of €1,161.00 that was available in my account when I submitted my withdrawal request.

I am attaching my correspondence with Bwin as evidence and am happy to provide any additional information if required.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you ever requested to be self-excluded from this casino?
• Have you created another account at this casino in the past?
• Was your account fully verified before you submitted this withdrawal request?

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

Best regards

Veronika