Tipwin Casino SE - A conta do jogador foi encerrada e os saques foram adiados.

A month ago I tried to make two withdrawals, I received email confirmation that they were processed and sent to me but I never received any funds. I contacted Tipwin support and they told me to contact Trustly (the payment provider), which I did. Trustly then asked me to get payment receipts from Tipwin so I asked Tipwin support for the receipts which they told me the "responsible department" would get back to me with.

I never received any receipts but was instructed to make a deposit with a different method and make the withdrawal through that. So I made a minimum deposit with my bank card and tried to make a withdrawal, but it was never processed.

I kept asking support why it was taking so long and they kept saying they would get back to me but they never did. Instead without receiving any communication my account was locked almost three weeks ago.

Once again I reached out to support and got the same answer; that they were awaiting a reply from the "responsible department" and that they would get back to me as soon they got it.

I never received any response to why my account was locked and they aren't responding to my emails anymore. Can you help me please.

Hello dawwe92,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tipwin Casino SE. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes, my account was verified May 3rd.

I never used any bonus.

The last email I received was December 5th when I asked why my account was locked and the support replied that they were awaiting a reply from the "responsible department" and that they would get back to me as soon as possible. I haven't heard from them since.

Hello dawwe92,

Would it be possible to forward the full communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Hello,

I've forwarded the emails to you.

Kind regards

David

Thank you dawwe92 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello dawwe92,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Tipwin Casino SE to join the conversation.

Dear Tipwin Casino SE,  

I would appreciate it if you could clarify the reasons behind the prolonged blocking of the player's account, as there has been a lack of adequate explanation. Additionally, could you inform us when the player might anticipate the withdrawals to be processed and credited to their account?

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 dawwe92,  

I regret to inform you that I have not yet received a response from the casino team. I will persist in my efforts for a few more days to give this matter additional time for resolution, as our priority is to address every complaint whenever possible.

I haven't heard from them either..

Thank you very much for trying to help me. Do you have any suggestions on what else I can do?

Kind regards

David

Dear dawwe92,

I have finally received a response from the casino representative, and they are looking into the matter. I hope to be able to share some updates with you shortly.

Dear dawwe92,  

The casino team is expected to share an update shortly either in this complaint thread or by contacting you directly through email. I trust it will be positive news.

Thank you for your help,

Yesterday I got an email from Tipwin support where they asked me for my bank details so that they could transfer the funds to me. I sent them my details and got an email back confirming that they had received them. But since then nothing has happened.

Dear dawwe92,  

Verifying your bank details is a routine process designed to guarantee that the funds are directed to the appropriate bank account. I have been advised that a portion of your winnings will be transferred to your Mastercard, while the remainder will be sent to the designated bank account. This approach may be necessary due to certain regulations. Typically, the transfer of funds is completed within 3 to 5 business days, so I kindly ask for your patience during this time. Rest assured, you will receive your winnings.

Dear dawwe92,

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 Michal,

I received the funds this morning, thank you so much for your help!

Kind regards

David

Dear dawwe92,

Thank you for your confirmation. It's heartening to know that our efforts made a positive impact on clarifying the situation and to witness that you have ultimately received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru