bwin Casino - 調査のため、プレイヤーのアカウントは停止されました。

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 is 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. I do not want to use Bwin anymore. 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.''

Dear Canturk,

Thank you very much for submitting your complaint. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru.

Please let me know how you would like to proceed.

Thank you very much for your understanding.

Best regards,

Petronela

Hi Petronela,

I understand your situation. We can continue by e-mails. By the way, it would be better if you can keep this complaint open. Thus, everybody can see such an issue about Bwin.

Best regards,

Canturk

Thank you very much, Canturk, for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.

I contacted the casino requesting more information and will continue our communication via emails.

PS: Even if the complaint is rejected it's still visible on our website.