Alawin Casino - Игрок еще не получил свой выигрыш.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Patrickzla99,

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

The problem is that I can't submit any withdrawal requests because that function is blocked. A screenshot is attached.

Das Problem ist, dass ich gar keine Auszahlungsanträge stellen kann, weil die Funktion dafür gesperrt ist. Der Screenshot ist angehängt.

Dear Patrickzla99,

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, I haven't received a payout yet. However, I already left a negative review on Trustpilot, and the casino responded. Since then, I haven't had any contact with them. Screenshot attached.

Hallo, es gibt noch keine Auszahlung. Allerdings habe ich bereits auf Trustpilot eine schlechte Bewerung geschrieben, und das Casino hat geantwortet. Seither keinen Kontakt mit dem Casino. Screenshot anbei.

The casino continues to fob me off with standard platitudes and refers me to the responsible department. Today I reported the case to the payment service provider in Estonia and initiated an escalation due to suspected fraud.

Das Casino vertröstet mich weiterhin mit Standartfloskeln und verweist auf die Weiterleitung an die zuständige Abteilung. Ich habe den Fall heute dem Zahlungsdienstleister in Estland mitgeteilt und eine Eskalation wegen verdacht auf Betrug angestoßen.

I have discovered that Alawin1.com is closely linked to Zoccer1.com, a platform with numerous complaints about denied payouts. I suspect a systematic withholding of my €91,500.02. Please contact the operator immediately.

Ich habe festgestellt, dass Alawin1.com eng mit Zoccer1.com verknüpft ist, einer Plattform, die massenhaft Beschwerden wegen verweigerten Auszahlungen aufweist. Ich befürchte hier eine systematische Verweigerung meiner 91.500,02 €. Bitte setzen Sie sich dringend mit dem Betreiber in Verbindung.

Dear Patrickzla99, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Karla

1. No, I haven't made any withdrawals yet. I registered as a new customer on April 30, 2026, and have made three deposits.
2. I haven't received any information from the KYC department about passing the KYC check. However, I already sent my documents to the casino's support and KYC email address on May 5th, 2026, to get verified in advance.
3. I played exclusively without a bonus.
4. I only played casino slots, I didn't place any sports bets.
5. I'm happy to post the email exchange with the casino below as a reply. The casino has only responded twice so far, asking for my patience as the matter has been forwarded. Just the standard phrases.

1. Nein, ich habe noch keine Auszahlungen vorgenommen. Ich habe mich am 30.04.2026 als Neukunde registriert und drei Einzahlungen vorgenommen.
2. Ich hab von der KYC Abteilung keinerlei Info über die bestandene KYC-Prüfung. Ich habe meine Dokumente allerdings schon am 05.05.2026 an die Support und KYC-Mail Adresse des Casinos gesendet um mich vorab schon verifizieren zu lassen.
3. Ich habe ausschließlich ohne Bonus gespielt
4. Ich habe nur Casinoslots gespielt, keine Sportwetten vorgenommen
5. Sehr gerne Poste ich den E-Mail Verlauf mit dem Casino hier unten als Antwort. Das Casino hat bis jetzt nur zweimal geantwortet und mich um geduld gebeten da das Anliegen weitergeleitet wurde. Die Standartfloskeln halt.

I just received an email from the KYC department.

Habe gerade eine Mail von der KYC Abteilung erhalten.

Dear Patrickzla99,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Barbora, ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Patrickzla99,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Hello Barbora, the current status is that I uploaded the final documents for verification on Wednesday, May 20, 2026. I am currently waiting for final confirmation of the verification. The withdrawal block is still in effect.

Hallo Barbora, der aktuelle Stand ist, dass ich die letzten Dokumente für die Verifizierung am Mittwoch den 20.05.2026 hochgeladen habe. Derzeit warte ich noch auf die Finale Bestätigung der Verifizierung. Die Auszahlungssperre ist aktuell nach wie vor aktiv.

Hello Patrickzla99,

Thank you for the update. I’m still waiting for a reply from the casino, as I haven’t been able to establish contact with them yet.

Please keep me updated if there are any new developments on your side, especially regarding the verification or withdrawal status.

Hello Barbora, thank you very much for the update.

I checked the status in my casino profile: The withdrawal block is still active and the documents are still listed as 'Under Review'.

According to the casino's terms and conditions, the document verification period is a maximum of 10 days. Since I submitted all the necessary documents on Wednesday, May 20, 2026, this period expires at the end of next week. I will check the profile daily and inform you immediately if the status changes or if I receive any feedback from support.

Hallo Barbora, vielen Dank für das Update.

Ich habe den Status in meinem Casino-Profil überprüft: Die Auszahlungssperre ist nach wie vor aktiv und die Dokumente stehen weiterhin auf dem Status 'In Prüfung'.

Laut den AGB des Casinos beträgt die Frist für die Dokumentenprüfung maximal 10 Tage. Da ich die letzten Nachweise am Mittwoch, den 20.05.2026, vollständig eingereicht habe, läuft diese Frist Ende nächster Woche ab. Ich werde das Profil täglich prüfen und dich sofort informieren, sobald sich der Status ändert oder ich eine Rückmeldung vom Support erhalte.

Hello Patrickzla99,

I wanted to let you know that I have now successfully established contact with the casino and provided them with the details regarding your case.

At the moment, I’m waiting for their response and any additional information from their side. I will keep you updated here in the complaint thread as soon as I receive any new developments.

Hello Barbora, thank you for the information. I already inquired about the status again via live chat. The casino is only giving me standard answers and referring me to the responsible department, saying I will be notified by email when the verification is complete.

Hallo Barbora, vielen Dank für die Information. Ich habe bereits im Live-Chat erneut nach dem Status gefragt. Das Casino gibt mir hier nur Standartantworten und verweist auf die weiterleitung der zuständigen Abteilung und sagt ich werde per Mail benachrichtigt wenn die Verifizierung abgeschlossen ist.