Alawin Casino - Os pedidos de desistência dos jogadores estão atrasados.

Hello Guru: After reading complaints about the Alawin casino, I've decided to file a complaint myself, even though it hasn't been long, and let me explain:

On Tuesday, June 16th, I deposited €800 and started playing roulette.

Hopefully I won some money and since I had already met the wagering requirements, I decided to make some withdrawals.

On Wednesday, June 17th, I withdrew €500, on Thursday the 18th I withdrew €500, and on Friday the 19th I withdrew €400, and I could no longer withdraw any more because there can only be three pending withdrawals.

Since it's impossible to chat because it never opens, I wrote asking when they would process my request, and they replied saying 3 business days. When I tried to verify my account, a message appeared on the casino's website saying verification wasn't necessary.

Today, Monday the 22nd, the 3 business days for them to process my first withdrawal of €500 have already passed, but seeing that they are not processing it, I have written to them asking what is happening with this but I have not received a response and I have already said that it is impossible to enter the chat (something that I already communicated at the time).

If the maximum withdrawal amount allowed according to the terms and conditions is €7,000 per month, I mean, if they delay payments and only allow withdrawals of €500 per day, and you can only have 3 withdrawals, how can you possibly reach €7,000 in earnings in 1 month? It's impossible, judging by the numbers.

This complaint serves to ask Guru for help with this issue. I know it's only been a few days, but after seeing the reviews and complaints from other users, I've decided not to wait any longer and file this complaint because, at the moment, I don't trust this casino.

I am sending screenshots of the three withdrawals where it always says "under review" and you can also see the current balance as of today at 7pm Spain time which is €2300 that I cannot withdraw until the three withdrawals that I am attaching are pending processing.

Greetings and many thanks

Hola Guru : despues de leeer quejas sobre el casino Alawin he pensado poner una queja a pesar de haber pasado poco tiempo todavia y me explico:

El dia 16 de junio martes deposite 800 € y emepce a jugar a la ruleta.

Con suerte gane algun dinero y como ya habia cumplido los requisitos de apuesta, decidi hacer algunos retiros.

El miercoles dia 17 junio retiré 500 €, el jueves 18 retiré 500 € y elviernes 19 retiré 400 € y ya no se podia retirar mas porque solo puede haber tres retiros pendientes.

Como en el chat es imposible hablar porque nunca se abre , escribí diciendo que cuando procesaban y me contesaron diciendo que en 3 dias habiles . Cuando quise verificar mi cuenta sale un cartel en la web del casino diciendo que no hace falta la verificación

Hoy lunes dia 22 ya han pasado los 3 dias habiles para que me procesen el primer retiro de 500 € pero viendo que no lo procesan, les he escrito preguntando qué pasa con esto pero no he recibido respuesta y ya he dicho que en el chat es imposible entrar (algo que ya comuniqué en su dia).

Si solo se puede retirar segun los terminos y condiciones la cantidad de 7000 € al mes, quiero decir que si retrasan los pagos y no dejan retirar mas que 500 € al dia y solo se puede tener 3 retiros ¿ cómo se puede llegar a 7000 € de ganancias en 1 mes? haciendo cuentas es imposible.

Sirva la presente queja para pedirle a Guru me ayude con este tema y ya se que solo han pasado unos pocos dias pero viendo las reseñas y quejas de otros usuarios, he decidido no esperar más y poner la presente queja porque de momento no me da confianza este casino.

Mando pantallas de los tres retiros donde siempre dice " en revisión" y tambien pedeis ver el saldo actual a fecha de hoy a las 19 horas de Spain q1ue son 2300 € que no puedo retirar hasta tanto esten pendientes de procesar los tres retiros que os adjunto.

Un saludo y muchas gracias

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Hi Veronica: It's not verified because, as I mentioned in my complaint, and according to them, account verification isn't necessary. When I click on "verify account," a message appears saying it's not required.

On the other hand, they have responded to a charge they made on my first deposit of €190. The casino's payment processor charged me €199.30, and they were the ones who told me to send the €9.30 difference. Their response is that the €9.30 refund is not applicable because I accepted the casino's terms and conditions, and there are no refunds. I'm telling Guru this because they have responded to this charge, but they are NOT responding to my emails asking when they will pay me. The terms and conditions clearly state that withdrawals are processed within three business days.

Or do the terms and conditions apply to things that benefit them, but not to paying outstanding withdrawals after three days?

Thank you

Hola Verónica: no está verificado porque como dije en mi queja y según ellos no hace falta verificar cuenta. Cuando pinche en " verificar cuenta" sale un cartel diciendo que no hace falta.

Por otro lado si han contestado a un cargo que me cobraron en mi primer depósito de 190€ ye cobraron el procesador de pagos del casino 199,30 € y fueron ellos los que me dijeron que mandara ese cargo de 9,30 € de diferencia . La contestación es que no procede el reembolso de esos 9,30 € porque acepté los términos y condiciones del casino y no hay reembolso y esto se lo digo a Gurú porque precisamente si han contestado a esto pero NO contestan a mis correos diciéndoles que cuando me van a pagar porque leyendo los términos y condiciones dice muy claro : tres días hábiles y se procesan los retiros.

¿ O los términos y condiciones valen para unas cosas que les convienen a ellos y no valen para pagar a los tres días los retiros pendientes?

Gracias

For the first time in 10 days, I was able to chat with an agent named Eladio. He told me that the finance department handles withdrawals and that, from what he's seen, they're working on it and will pay my withdrawals; not to worry, I'll get paid.

withdrawals

But when?

Por primera vez en 10 días he podido hablar en el Chat con un agente llamado Eladio. Me dice que los retiros los lleva el departamento financiero y que según ha visto, están en ello y que me pagarán mis retiros, que noe preocupe que cobraré los

retiros

Pero ¿ Cuando ?

Hello again Veronica: the same agent Eladio sent me an email at 6:09 pm saying that according to the terms and conditions it will take longer to pay because they have to investigate me.

First they say account verification isn't necessary, and now they come up with this.

It's clear they don't want to pay and keep delaying payments.

Also, if they pay me first

For example, withdrawing €500 on the 17th and then withdrawing it tomorrow, the 23rd, would violate the terms and conditions because it would be impossible to reach €7000 per month, which is the maximum they have set.

I'm asking for your help, please, because if they don't intend to pay, Guru will have to do something about this casino so they don't scam any more users.

Greetings and thank you

Hola de nuevo Verónica: el mismo agente Eladio me manda ahora a las 18,09 horas un correo diciéndome que según los términos y condiciones tardarán más en pagar porque me tienen que investigar.

Primero dicen que no hace falta verificar cuenta y ahora me vienen con esto.

Está claro que no quieren pagar y siguen demorando los pagos .

Además si me pagan los primeros

500 € que retire el día 17 por ejemplo mañana día 23 están incumpliendo los términos y condiciones porque así sería imposible llegar a 7000 al mes que es el máximo que tienen establecido.

Te pido ayuda por favor porque si no tienen intención de pagar algo tendrá que hacer Gurú con este casino y no engañen a más usuarios.

Un saludo y gracias

Good news, Veronica:

Of the 3 withdrawals, I have already received two payments of €500 today, and only one of €400 remains.

Now I'm going to withdraw another 500 and 500 because you can't have more than three pending withdrawals and when I get them (if I get them) then we'll consider the complaint resolved, but I prefer to wait a few days for them to be processed.

Thank you so much

Buenas noticias Verónica:

De los 3 retiros ya me han pagado hoy dos de 500 € y solo queda uno de 400.

Ahora voy a retirar otros 500 y 500 porque no se pueden tenera mas de tres retiros pendientes y cuando los cobre ( si los cobro ) entonces daremos la queja como resuelta pero prefiero esperar unos días a que los procesen.

Muchas gracias

They're still behind, I have 3 pending withdrawals again totaling €1400

The truth is, they're really bad at paying.

Siguen con retraso, tengo de nuevo 3 retiros pendientes por 1400 €

La verdad es que son muy malos para pagar

I still haven't been paid. Yesterday, Friday the 26th, an agent named Rubén told me at 6 pm that he had checked and that I would be paid in a few minutes. He also told me to keep an eye on my email because I would receive an email confirming the payments in a few minutes.

ANOTHER LIE, I think this casino doesn't have the treasury or liquidity to meet its payments.

I can send screenshots of what Agent Rubén told me yesterday, Friday the 26th, and Guru can continue with the complaint so that no more users are deceived.

Sigo sin cobrar, ayer viernes día 26 un agente llamado Rubén me dijo a las 18 horas que había revisado y que me pagaban en unos minutos, también me dijo que estuviera atento a mi correo porque en unos minutos me llegaría un correo confirmando los pagos.

OTRA MENTIRA MAS, creo que este casino no tiene tesorería ni liquidez para afrontar los pagos.

Puedo mandar pantallas de lo que ayer viernes día 26 me dijo el agente Rubén y que Gurú siga adelante con la queja para que no engañen a más usuarios.

Thank you for keeping me updated.

• Please forward me the communication between you and the casino's customer support regarding the delay in processing your payments at veronika.f@casino.guru.
• Also, please specify how many pending withdrawal requests you currently have in your account and when exactly you submitted them.

I appreciate your patience and cooperation.

Hello Veronica: On Saturday the 27th, I sent you through this channel the 2 screenshots where an agent named Ruben told me that I would be paid in a few minutes and that I should keep an eye on my email because they would notify me once the 2 withdrawals of 500 and 400 were processed, but I was certain I would receive the payment on Friday the 25th.

I haven't received those 900, and I haven't received them today, Monday either.

I'll send you the details to your email later, but I've had so many communications with customer service and they always say the same thing: that they'll pay me soon.

Greetings and thank you

Hola Verónica: el sábado día 27 le mandé a usted por este conducto las 2 pantallas donde un agente llamado Rubén me decía que me pagaban en unos minutos y que estuviera atento a mi correo porque me lo comunicaban una vez procesados los 2 retiros de 500 y 400 pero con toda seguridad cobraba el viernes día 25.

No he cobrado esos 900 y hoy lunes tampoco.

Después le mandaré a su correo los detalles pero las comunicaciones con atención al cliente son muchísimas y siempre dicen lo mismo, que ya me pagarán.

Un saludo y gracias

Thank you for your emails.

• Could you please let me know whether you have received either of your two withdrawal requests in the meantime?
• Have you received the winnings you requested to withdraw on June 19?
• Have you received the winnings you requested to withdraw on June 24? Please keep in mind the 14-day waiting period I mentioned in my first response.

If possible, kindly send me a screenshot of your pending withdrawal requests.