Alawin Casino - プレイヤーの出金は遅延またはブロックされます。

I made 2 withdraws at 5/4/26( 500 euro each ) and its 25 days later and they still trying to not send the money . My withdraw's are blocked and i cant make the third one ! because its possible to have 3 withdraw's at the same time on progress! and i contacted them instantly about that asking about a solution . They started telling me that is a tech problem . AFTER 15 days or more they asked for verification ( i already knew that is gonna happen AND i even tell them earlier by my self to verify the account !!! AND their answer was that my account is okay and doesnt need verify and then 🙂 i need to verify which i did! and now they trying to tell me that the department is still checking the Documents ! ( they tell me that the review is gonna take 3 days . The next day say 5 days , the next day say 10 days and now again 3 days 🙂 ) they are not reliable at all . They try not to pay ! I have photo's and proofs of everything ! I just need some help about that case ! its been 25 days !!!! Im everyday to the live chat and i even contact them via email as they asked to!!!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

I send every document that you can imagine . Everything was correct . And it's for sure 7 days earlier . And they troll me . They tell me that the review it's gonna last 3 days . The next day they tell me 5 , the next 10 and now 3 again which isn't possible because it's already 7 days . The section verification is empty by the way .

Will you help me or I'm wasting my time posting here ?

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear dimskurt95,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru