Awbit Casino - プレイヤーの出金が遅れている。

Hi, I have to say that I'm a bit disappointed. I was generally satisfied with the casino, but on 11/19/2024, I received a non-sticky bonus. I canceled the bonus and had a balance of €500 [I'm not entirely sure about the exact amount]. I decided to leave €150 in my account and continued playing with €150. Then, I hit a big win of €3,900 and wanted to cash out €900 first. I received an email stating I needed to verify my identity through "shufti.pro," which I successfully completed. However, a few hours later, my withdrawal was declined, and I had to verify my account again. I did so successfully once more, and since then, nothing has happened. I've emailed, but received no response, and I've attempted to contact live chat about 10 times with no reply!

Hi, also ich muss sagen das ich etwas enttäuscht bin, ich war eigentlich durchgehend zufrieden mit dem casino, ich habe am 19.11.2024 einen non-sticky bonus erhalten, ich habe den bonus abgebrochen und hatte eine balance von 500€ [bin mir nicht mehr genau sicher] ich habe 150€ auf meinem konto stehen lassen, und habe mit 150€ weitergespielt, dann habe ich einen grossen gewinn erzielt von 3900€, ich wollte mir davon 900€ erstmal auszahlen lassen, dann bekam ich eine email das ich mich verifizieren muss über den anbieter "shufti.pro", das habe ich erfolgreich gemacht, dann wurde meine auszahlung einige stunden später abgelehnt und ich musste mein konto erneut verifizieren, dies habe ich nochmal erfolgreich gemacht, und seit dem tuht sich absolut nichts, ich habe ne email geschrieben, keine antwort, ich habe bestimmt 10mal versucht den livechat zu kontaktieren, keine antwort!

Dear AleKing44,

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 AleKing44,

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.

Hello, no there is nothing new, my payout was cancelled once, since then nothing has happened, I have verified everything that I could verify.

Guten tag, nein es gibt nichts neues, meine auszahlung wurden einmal storniert, seitdem passiert überhaupt nichts mehr, ich habe alles verifiziert was ich verifizieren konnte.

Dear AleKing44,

Can you please clarify since when is your current withdrawal pending?

If possible, please forward a screenshot of your withdrawal tab along with the communication between you and the casino to nikolas.b@casino.guru for further review.

Looking forward to hearing from you.

Regards,

Nick

Good morning, a payout of €924.59 has been pending since November 22nd, 2024, the other payout of €50 since November 24th, 2024 

Guten morgen, eine auszahlung von 924.59 € ist seit dem 22.11.2024 ausstehend, die andere auszahlung von 50€ seit dem 24.11.2024  

I have also sent an email to the above address, thank you very much.

Eine email an die obengenannte adresse habe ich auch gesendet, vielen dank.

Thank you AleKing44 for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, AleKing44!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!