bwin Casino DE - A conta do jogador foi encerrada.

I created a new account with Bwin on September 22, 2025, and deposited 1,000 euros.

It worked immediately. Via Sofort Überweisung (instant bank transfer).

Bwin then blocked my account and refused to refund my deposit.

Apparently I already have an account with Bwin.

All my requests to transfer my money back are ignored.

I can't access the account anymore either.

Please help me.

Ich habe 22.09.2025 ein neues Konto bei Bwin erstellt und 1000 Euro eingezahlt.

Das hat sofort geklappt. Per Sofort Überweisung.

Bwin hat daraufhin mein Konto gesperrt und weigert sich mir meine Einzahlung zurückzuzahlen.

Angeblich hätte ich schon ein Konto bei Bwin.

Alle meine Bitten mein Geld zurück zu überweisen werden ignoriert.

Ich komme auch nicht mehr in das Konto rein.

Bitte helfen sie mir.

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Hello,

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

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

• Have you played any games in the casino before your account was blocked?
• Did the casino identify any particular email address registered in the casino as yours?
• Were you asked to submit any documents for verification? Which ones and when?
• Could you please share with me your communication with the casino regarding the issue? 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

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Dear Shahin1312,

Thank you for your response. While I somehow understand your reasoning for creating a new account—namely, the inability to access your original one—unfortunately, this does not constitute a valid justification for opening a second account. Such action requires explicit authorisation from the casino team. As this authorisation was not granted in your case, you have violated the casino's regulations, and it appears that the casino team has acted appropriately and in complete alignment with its rules, which you agreed to when you registered your first account.

As I mentioned earlier, in similar cases, deposited funds are generally refunded to the player, provided that no other irregularities are detected, which might trigger Know Your Customer (KYC) and/or Anti-Money Laundering (AML) procedures. If such procedures are initiated, the casino may be obliged—under KYC, AML, or licensing regulations—to withhold or, in some cases, confiscate the funds. I’m not suggesting that this was necessarily the case, but it could be one possible explanation. Casinos very rarely share specific reasons for their actions directly with players, as such details are, in the vast majority of cases, provided only to the relevant regulatory authorities.

To enable me to assess your situation accurately and offer appropriate assistance, I kindly ask that you forward all relevant email and live chat correspondence with the casino team to michal.k@casino.guru at your earliest convenience. Without this, I might not be able to help you with your case.

Additionally, please confirm all your emails that you typically use for registration in online casinos. You can send this in an email to me as well.

Hello, I understand that Bwin has closed and blocked my account, but why are they simply withholding my 1,000 euros? They should be transferred back to the original account.

Bwin can't just close the account and keep the money I deposited.

Without me playing anything.

Unfortunately, I don't have any email correspondence to show you.

As I said, I can no longer access my account because it has been closed.

Hallo ich verstehe das Bwin mein Konto geschlossen und gesperrt hat, aber warum werden meine 1000 Euro einfach einbehalten die müssten doch wieder zurücküberwiesen werden auf das Ursprungskonto.

Bwin kann doch nicht einfach das Konto schließen und mein Geld behalten das ich eingezahlt habe.

Ohne das ich irgendetwas gespielt habe.

Leider habe ich kein Emailverkehr das ich Ihnen zeigen kann.

Wie gesagt ich komme überhaupt nicht mehr in mein Konto rein da es geschlossen wurde.

Dear Shahin1312,

As you do not have any correspondence stored, I must unfortunately rely solely on the information provided by the casino team—if any is received—which, as you can imagine, greatly limits the extent of assistance I am able to offer in your case. If the casino team decides not to disclose any information to me, while this would certainly not be ideal, I must regrettably acknowledge that you have breached the casino's regulations by creating multiple accounts. Any measures taken by the casino following the confirmation of this rule violation, which has indeed occurred in this instance, have to be considered by us as being in alignment with their established policies:

I just wanted to ensure that this is clearly understood.

That being said, I will reach out to the casino team to shed more light on this matter and to see if I can help somehow.

We would like to invite bwin Casino DE to join the conversation.

Dear bwin Casino DE,

Could you please provide clarification regarding the status of the player’s deposit and confirm whether it will be refunded?

If there are any circumstances or details affecting this matter that cannot be shared publicly, please share them with me directly at michal.k@casino.guru

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.

Dear Shahin1312,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. As I mentioned above, you have breached the casino's regulations by creating multiple accounts. However, the casino should return the deposits, as this would be expected by us as well.

Since I have received no response from the casino, I have to close this case 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 might 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. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Gemeinsame Glücksspielbehörde der Länder (GGL) itself (https://www.gluecksspiel-behoerde.de/de/praeventionspielerschutz/verstossmeldenbeschwerden).

Please let me know how they responded at michal.k@casino.guru

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru