The player from the United Kingdom had been waiting for a withdrawal since May 2nd, but after 21 working days, there was still no update and the funds had not been released. Despite successfully completing the KYC verification process and contacting customer support, the player received no effective assistance, and access to chat support was restricted. The Complaints Team had attempted to mediate the issue but faced repeated failures in getting a response from the casino, which operated without a valid license. The complaint was marked as "unresolved" due to the casino's lack of cooperation, with a recommendation to consider reviews and ratings for future casino choices.
Electric Wins Casino - Player's withdrawal is delayed.
Black points: 135
Amount: €500
Electric Wins Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.3
Electric Wins Casino has a Safety Index of 0.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
2 weeks ago
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1 month ago
I have placed my withdrawal the 2nd of may.
after 21 working days I have got any update and funds are far from being released
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Complaint Specialist
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1 month ago
Dear andreasgobbo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino regarding your withdrawal request.
To better understand your situation and assist you effectively, could you please provide answers to the following questions?
- Have you received any communication from the casino regarding the status of your withdrawal?
- Did you complete all the necessary verification steps before submitting your withdrawal request?
- Have you attempted to contact the casino’s customer service for assistance, and if so, what was their response?
- Did you accumulate your winnings with or without an active bonus?
- Have you made any successful withdrawals from this casino before?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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1 month ago
Have you received any communication from the casino regarding the status of your withdrawal? Unfortunately, I haven’t received any communication from the casino.
Did you complete all the necessary verification steps before submitting your withdrawal request? As per attached picture I successfully passed the KYC verification process.
Have you attempted to contact the casino’s customer service for assistance, and if so, what was their response? The response is always the same. Our financial department is running high volume of requests at the moment.
Did you accumulate your winnings with or without an active bonus? I had a bonus when I fist deposit but it was waged all following the instructions and the bonus results completed on my account
Have you made any successful withdrawals from this casino before? This is my first withdrawal
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1 month ago
Curious update, I’m not longer allowed to access the chat support. I’m very much able to login and I can still can see my withdrawal pending. However I’m unable to speak with the chat support. Hopefully no one is using this website.
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Complaint Specialist
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4 weeks ago
Thank you very much, andreasgobbo, for your cooperation. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Electric Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
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4 weeks ago
i believe they just stolen the funds. It is what it is. I hope my experience will save someone else to have the same experience
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Casino Analyst & Complaint Specialist
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4 weeks ago
Dear andreasgobbo,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.
I will now contact Electric Wins Casino outside this complaint thread and let you know any new information once I receive it.
Thank you for being patient
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4 weeks ago
Thank you Martina for your help. Hopefully we will get this money one way or another.
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Casino Analyst & Complaint Specialist
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3 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear andreasgobbo,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Martina Bennett
