Alawin Casino - Ο παίκτης ισχυρίζεται ότι η πληρωμή καθυστέρησε.

I also checked with Revolut's official support. They confirmed in writing that the casino never sent the funds and that the transaction never originated from their side, contradicting Alawin's chat claims.

Ho verificato anche con il supporto ufficiale di Revolut. Mi hanno confermato per iscritto che il casinò non ha mai inviato i fondi e che la transazione non è mai partita dal loro lato, smentendo le dichiarazioni della chat di Alawin

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Dear Prs777,

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

Dear Rana, I fully understand the 14-day rule and will wait for the timer to expire. However, I'd like to immediately attach a crucial piece of evidence: I contacted my bank's official support (Revolut) and they confirmed in writing that Alawin Casino has never physically sent the funds since June 22nd, despite the support team lying to me in the chat, saying the payment had already been sent via the provider Truenorth. I'm leaving the bank's screenshot here for when the complaint is active.

Cara Rana, capisco perfettamente la regola dei 14 giorni e attenderò la scadenza del timer. Ci tengo però ad allegare fin da subito una prova cruciale: ho contattato il supporto ufficiale della mia banca (Revolut) e mi hanno confermato per iscritto che il casinò Alawin non ha mai inviato materialmente i fondi dal 22 giugno, nonostante in chat l'assistenza mi avesse mentito dicendo che il pagamento era già partito tramite il fornitore Truenorth. Lascio qui lo screenshot della banca per quando il reclamo diventerà attivo

Dear Prs777,

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.

Dear Prs777,

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,
Karla
Casino.Guru