Electric Wins Casino - O levantamento dos prémios dos jogadores está atrasado.

I won on big bass over a week ago and the payment says ‘ progressing ‘ still hasn’t been approved but everything about the site is dodgy and I regret going on it .. i contacted IBAS and they recommended you and also I will send attachments and show what I am dealing with … £800 is a lot to pass off on and they keep saying it can take 7-21 days ? I’ve checked the reviews and they don’t look good atall! I hope you can help me

Dear Adamgeorge,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Adamgeorge,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi there thanks for getting back to me , the payment still says " progressing"and I know it’s a scam as it would say pending and would say approved by now ; it’s been 2 weeks today and no sign of it … I had a payment try to get taken out of my bank yesterday which I think was them so I had to block my card! I’m m sort of writing off the £800 as I can’t see myself getting it but if I do then that’s a bonus! I appreciate you helping me and if you can’t I hope this shite gets reported and these people

get caught .

Dear Adamgeorge, 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 withdrawal? 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.

No I didn’t use a bonus , I deposited £20 twice so £40 in total on the 1st June 2025 at around 10:10 pm , I have screen shots of winnings and time used on site and on live chat

I have just looked into it this morning and still says this.

Dear Adamgeorge, could you please confirm that you have passed the KYC verification?

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

Dear Adamgeorge,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi there I don’t know what the KYC verification means ? I can’t log on the website no more they have blocked me I believe …

Dear Adamgeorge, KYC (Know Your Customer) verification is the standard process where the casino asks you to confirm your identity—usually by submitting documents such as a photo ID, proof of address, and proof of payment method.

Could you please confirm whether you submitted any documents for verification to the casino?

Also, have you received any explanation from the casino regarding why your account was blocked or restricted?

Additionally, I’d like to kindly remind you that I haven’t received any communication between you and the casino yet. If you have any emails, live chat transcripts, or other relevant messages, please forward them to my email at dominika.l@casino.guru, or upload screenshots here in the complaint.

Hi there , yes I sent documents over to that email you requested and I was approved on the website the same night I won on the account

I have just sent documents to that email you requested .. thank you for your co-operation

Dear Adamgeorge, I’d like to inform you that I have not received any email with the documents or communication regarding your case so far.

Could you please double-check that the email was sent to the correct address: dominika.l@casino.guru?

If possible, please re-send the documents or attach them directly here in the complaint.

I am clicking that email you are giving me ?

Dear Adamgeorge, it looks like there was an issue with the email you tried to send — there's a symbol showing a red crossed-out circle, which usually means the message wasn’t delivered. Could you please try sending it again?

It should have worked now ?

Thank you very much, Adamgeorge, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.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.

My name is Jana,

and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Electric Wins Casino outside this complaint thread and let you know any new information once I receive it.

Ok perfect , I can’t actually log into the account no more but if you could get anything from them I would be so grateful as I won over £800 and it was pending for weeks! My account is approved and they were happy to take deposits !!! Thank you so much for helping me

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.

Can I see what you wrote to them ?

Dear Adamgeorge,

I sent them and email about public complaint and awaiting a response from them. Hopefully, I will get some luck and a response to an email.

Right okay , yeah well I won’t be getting that money that’s for sure ; I logged in a month ago and got rid of all my data and information so I can’t log into it now but the transition was always pending ..

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid 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,

Jana