Complaint #40 bwin Casino

Withdrawal on hold & account closure

By Tabuh

7 years ago

Message on forum

Hello I have encountered with inappropriate and I believe even illegal actions from Bwin casino. At the 24 of July, I have registered an account with bwin casino: < personal info removed > I deposited 150EUR and in approximately 2 hours have placed live bets and won 619 EUR. In the meantime, I have sent my doc for account verification. I requested the withdrawal and received the confirmation email that within 3 days the request will be processed. Email: Current status of request: PENDING APPROVAL. Withdrawal amount : EUR 769.54 Account name : tabuh Date/time transaction : 24-JUL-2018 13:22:26 CET Transaction ID : 15324313463379665 Since 24 of July has been passed more than 30 days and the withdrawal hasn't been processed yet. Moreover, my account has been suspended. I've contacted support 4th of August to know the status of the account and the withdrawal. At 6th of August, I received an email that my account is closed due to some undergoing investigation. Email: "Dear Tatjana, Thank you for your e-mail. We regret to inform you that your account is currently under investigation. As soon as the investigation has been completed, we will contact you again. We apologise for any inconvenience this may cause and we thank you for your understanding in this matter." They claim that my account is under investigation. Who is the investigator then? They can't conceal that information due to GDPR regulation. I ask you to help me to resolve this issue.

Disputed Casino bwin Casino

Reason Declined payment

Amount €769.54

Discussion

Tabuh

• United Kingdom

7 years ago

Looking forward.

AskGamblers

• Support Team

7 years ago

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

bwin Casino Complaint Stats

Resolved 4 / 17

Avg. Amount $2,643

Avg. Complaint Duration 5 days

Avg. Response Time 6 days

bwin Casino Complaints

See all complaints for this casino

Refund money 305 EUR

Hello,

my name is <full name removed>,

I have a problem with the bookmaker BWIIN.

I have been waiting for my money for a long time.

I created the account on 19.05.2024,

I checked the account and then I played on it.

I have 305 euros in my account, I talked to them in the chat but I did not receive any response from them.

Please help me withdraw the money from my account.

Unresolved

€305

Bwin delays payment of 2000 euros for 4 months

I have the following issue with Bwin.com. I have played there a lot, I have deposits and betting history but in September 2021 when I made winnings of 2200 euros, my account was blocked. I was required documents, utility bills, selfies, Id back and front etc. I sent them everything.

However my account was not open and I was informed that a "third-party" is investigating my account so it will be closed until the investigation is over. I waited a lot. It`s been 4 months till now and I really don't understand what is being investigated.

I wrote many e-mails, at first I was answered politely. Bwin claimed that they are sorry and soon my account will be open.

However 1/3 of a year passed and I still am not paid, my winnings are blocked and I feel humiliated. And now Bwin stopped even answering me. Is that normal, does this happen often.

I am thankful that this platform is giving chances for players to defend their rights. Would you please help me?

Unresolved

€2,200

Skrill deposit not added to balance

Deposited 60 € with Skrill (I mostly use Skrill to deposit at online casinos) on October 4 at 09:02 AM at Bwin.be (as Belgian player I can only play on the .be website of Bwin)
Transaction was completed successfully at Skrill, but had the status 'pending' in my Bwin account on Bwin.be
I waited another half hour, but never received the message that my deposit was completed successfully and no funds were added to my balance.
I checked my Skrill account, and the transaction is listed there as 'Processed'. I contacted Bwin customer service,and attached a screenshot of my Skrill transactions with the transaction clearly stated as 'Processed'
I received an answer from CS in my mailbox, they thanked me for sending the proof of deposit, and said that my deposit was 'on hold' and was waiting to be processed.
I contacted Bwin CS again on October 5, and told them about the transaction showing as 'processed' in my Skrill account, but received the same answer as before, that they didn't had any updates on my case, and that they would contact me within 76 hours.

Today, October 6 (52 hours after my Skrill deposit) still no funds added to my balance, and no transactions visible under my transaction history in my Bwin account, and no updates from CS.

I've had issues at other online casinos with Skrill deposits not immediately going through, but they all fixed things, mostly within 1 hour, especially after sending deposit proof.
It's completely unacceptable for me that Bwin still didn't credited the ammount to my balance after more than 52 hours, especially because the transaction showed up immediately as 'processed' in my Skrill account and because additionally a proof of the deposit was sent immediately to Bwin CS.
I expect Bwin to credit the 60 € to my balance without any further delays

Unresolved

€60

Account Closed and Withdrawal Rejected

Hello,

My account is closed around the end of July 2021. At first, Bwin said it was about document verification and requested for necessary documents.

I sent the necessary documents and account verification has been completed.

However, Bwin has kept my account closed and told me that a match I betted was under investigation and your account will be closed until the end of the investigation. Bwin could not provide any time frame for this investigation because they said a 3rd party is doing the investigation. This means Bwin can keep my account closed and hold my money as much as they want.

I have deposited around 150 EUR into my account. Right now there should be around 250 EUR in my account. I cannot see the exact amount because my account is still closed.

It has been more than 2 months and there is still no update about this investigation. That's why I have requested a manual withdrawal 1 month ago. Bwin has escalated my query several times but they always answered me that they cannot let any withdrawal because of the investigation.

The last response of Bwin on 01.10.2021:

'Until we hear back from this investigation, no activity is allowed on the account. This is throughout the industry and not just Bwin. As this is a third party, we have no influence on timescales or the outcome of the investigation.''

< full name removed >

Unresolved

€250

Account Closure after Withdrawal Request

Hi All!

I have had a BWIN account for some time now and they have received ALOT of custom from me. I have made several withdrawals and deposits with no hassle whatsoever. My account is verified and all information up to date (as far as I can see)

So I have recently tried to withdraw £500 of my winnings and suddenly find that my account has been suspended without any warning whatsoever. No email, call - Nothing! Of course I just received the usual dribble - "It's been sent to the relevant department etc" but still. No correspondence from them to tell me what was going on.

Over the past few months, I have been depositing through paypal and they have had no problem in taking a lot of my money but when I eventually win and try to withdraw. BAM! Cancelled and closed.

I have rang several times to no avail and have sent several emails which of course they have not responded to. This seems to be a fairly common thing for BWIN and will certainly close this account once I have received my money.

Surely they can't just take all your money and then when you eventually win something, they take that too? Seems very unfair and almost a little criminal. I would think that if theyre not going to honour my withdrawal, surely they should sent my £500 worth of deposits back from the past few months? I paid for a product/service therefore they should honour this. I have read through their terms and conditions and cannot find anything that I could have done wrong? Any advice would be great.

Resolved

£500

Irresponsible Actions

I am furious with this casino. My account was initially closed at my request previously and I decided to play again and reopen my account. I had to make a formal request, which went through the appropriate channels and I had to also call in to go through to questions. My account was reopened 24 hours later as BWIN were satisfied to reopen. Bear in mind this was a proactive approach for me and also the casino who agreed to reopen my account. They allowed me to deposit money. No more than a few days later I had an email from BWIN closing my account permanently. I was confused as it was them who were happy to reopen it so made a query via live chat and was told I was included permanently due to exclusion from Ladbrokes, bear in mind I didn't recently play there and have not played for years at Ladbrokes. I dont know they are the ( same ) company or playtech as live chat told me but that's not my concern or issue

My concern is BWIN reopened my account and it transpires they shouldn't have it all, in fact it should have been permanently closed. I should never have been allowed to deposit, my winnings would have been voided. I want my deposits back. This is the casinos problem

They can check and see that I've not just excluded myself from any casino, nor am I part of gamstop. BWIN have made a fatal error

They can't just reopen an account that should never have been reopened ( clearly they didn't check ) allow me to deposit money for no reason and then say thanks for the money we are now closing it as it should have been. I want a satisfactory resolution or I'm reporting this to the gambling commission

Unresolved

Declined withdrawal & Unjustified account closure

Hi there, I am sorry if my English isn't very good. It's because I'm a French Canadian citizen from the Quebec State. Thanks for your kindly understanding about that! So, the July 29th 2018, I won more than 30,000$ on FireDrake II Slot and Enchanted Spells Slot. Please note that my ID Card, proof of address and banking details were already verified. However, the July 31th 2018, my account has been suspended by their Operations Team. I had to wait until the August 7th, to receive the reasons of the account closure. They said that my Electronic Transfer deposits were declined due to a payment opposition. Well, it's funny, cauz' at the very moment that I won a first jackpot, I didn't believe it. I was convinced that something will happen. Like an account closure or a withdrawal problem. Because between you and me, all the casinos aren't happy to have to pay such huge amounts. It's crazy how sometimes the human instinc is powerful?! ;) Then, after pressuring their Customer Service, the operations department asked me for an official letter from my bank provider. After 27 days of processing, I finally got this statement, which confirms that I never had requested a payment opposition since the year 2015, and then, that it was an insurance company. I am now waiting for their final decision. But I really think that they ''stretch the sauce as much as possible'', and that they will do everything to not have to pay me. And the most wacky and illogical in all this, it's why would I have made a transaction dispute, while I won a lot? Why??? BWIN CASINO --> please be informed that I will fight until the end. I won't hesitate to use the courts, if the need arises. These are not threats. It's only some imminent actions. But before, I'd like to settled it in the calm and the respect. So please act accordingly and don't make me wait for your final decision. ONLINE PLAYERS --> Well, it's your personal choice. But I strongly suggest you to avoid this casino, and all the other affiliated ones. Yours faithfully, < personal info removed >, Canadian Online Gambler.

Unresolved

$30,000

Account, balance and payment blocked, no reason or information provided

Hello Everybody, Unfortunately I have a problem with the operator BWIN. Bwin has blocked my account without giving reasons and they hold my money of 5000 €. I contacted the customer service to clarify this case but they refer to a reply from the responsible department. I've been waiting 14 days for a reply. To the prehistory. I was self-excluded and recently I requested the account reactivation. This was agreed. I made a deposit of 700 euros and after some bets and games i won about 3800 €. I withdrew 3000 euros. After that I made a deposit and i won again. I wanted to payout 4000 €. The next day, my account was blocked and a security check carried out. Since then nothing has happened. i used different offers from the site, Sports betting, Poker and casino. i hope you can help me...

Unresolved

€5,000

Unable to request a withdrawal, no help from casino support

Am joined last month on this casino.i played in games and won $100.so wen i checked to withdraw my money they shows that ur account not allowe to withdraw. Contact cudtomercare. I complained so many times but i didnt get any response. So AG make this one as a complaint and try to find a solution for this Proof i showed below

Unresolved

$100

A glitch in Spartacus free games has basically frozen my account.

I registered yesterday and played for a while until I lost everything, After second deposit, I was able to win something and made around 100£ from my 20£ deposit. This morning I started playing different games until I re-discovered Spartacus. I won some more and got free games when I had 132£ on my account and the games freezes every time I open it. I tried Chrome, Mozilla and MS Edge and the game just freezes when the free games loads. Also, i have the same problem as others - my balance is tied to in-game progress and basically my account and winnings are frozen until this glitch is solved.

Unresolved

£132