I made a 5000 euro withdrawal a week ago. The casino asked me to confirm my account and I sent all the necessary documents: proof of address (my electricity bill), proof of income, evidence of my deposit at the casino, a passport photo, and my biometric data. However, the website shows that the documents are missing, but I can't click anywhere to send them through the website. When I try to upload a photo of my passport again (I already did it last week), the website says that it's already used.

I sent all my documents to the Casino again with email. They haven't responded.

I have also contacted customer support three times by email, but I haven't received any response since 4 days ago, when they just informed me that some of the documents are missing. The customer support chat is never active when I try to contact them that way. What can I do?

Dear Hannanen,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Hannanen,

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.

Hi! The situation remains unchanged. Last week, I tried contacting them again via email. I sent all the documents again, but they haven't responded. The withdrawal request is still pending.

Thank you Hannanen for all the information provided so far. I will now forward your complaint to my colleague Natalia ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Hannanen,

I have reviewed your case and I'm sorry to hear about the difficulties you are experiencing with the withdrawal process. I will reach out to the casino to see how we can assist you further when they respond.

Dear Awbit Casino,

I would like to invite you to join this conversation to help resolve the player's complaint. Could you please provide more information regarding the case? Specifically, have you received all necessary documentation from the player to conduct the KYC process? According to Hannanen, there seems to be a technical issue with the verification section of their account, where documents are marked as missing despite the player having uploaded them. The player has also emailed the documents but has not received your feedback.

Is unfinished verification the only obstacle before completing the withdrawal request?

I look forward to your prompt response. If you have any supporting evidence, please feel free to send it to my email at [email protected].

Kind regards,

Natalia

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.

Hi, I just got this email from the casino, no explanation for the cancellation.

I also tried to log in to my account just now on Awbit Casino but it says my account is blocked.

Dear Hannanen,

Based on the information we have, it appears that the casino will be closing soon. I'm not certain if your account was blocked due to this situation, but they should still process the payouts despite the business shutting down. Unfortunately, I've attempted to reach out to the casino without any success, and there isn't much we can do without their cooperation. I will mark your complaint as "unresolved" in our system. If the casino responds, we will reopen the complaint, and you will be notified via email.

In the meantime, you might want to contact the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact). Although they have indicated that they won’t mediate disputes between players and operators, it’s still worth a try. Please let me know if you need assistance with submitting the complaint or if you receive any response from them ([email protected]). I'm sorry I couldn't be more helpful in this situation.

Kind regards,

Natalia