BreakWin Casino - Оттеглянето на играча е отхвърлено.

Rejected withdrawal without a clear reason why and I was told I was giving myself an unfair advantage

Dear kadaz6789,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing. Please allow me to ask you a few questions to clarify your situation.

Did you play with or without an active bonus?

What types of games did you play?

Have you made any successful withdrawals from this casino before?

Could you please confirm if you passed the full KYC verification?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

hi the Casino name was actually breakwin and it’s a partner of wowbet

yes I used a deposit bonus and I was playing golden empire from the JILLI games. I have made multiple withdrawals from wowbet and its partner sites without any issues

and I have never been requested to do any of the KYC stuff.

I have been reading a lot of other cases and I can’t really find 1 that is comparable to my own case. But the odd thing is I have made multiple withdrawals from wowbet and 6 of its partner sites. Ranging from 800-4000 and things could not have gone any smoother. Fastest withdrawal in the industry. Them to be treated the way I was. I just don’t get it

Thank you for letting me know. I understand you made several withdrawals from the partner sites, but I was specifically asking about Breakwin Casino. Is this the first time you have been trying to withdraw your winnings from this casino?

Also, if you have any communication with casino customer support regarding the cancellation of your winnings, please post it here or to my email at veronika.f@casino.guru. Thank you for your patience and cooperation.

Also yes it was my first withdrawal with dry break win

I’m certain that there customer support is AI and not a real person

Thank you very much, kadaz6789, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

for what it’s worth I forgot to mention this happened around lunch time on Christmas Day.

Hello kadaz6789,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I regret to inform you that our ability to assist you will be quite limited. We have received multiple complaints in the past from Australian players regarding several questionable casinos operating without an official license. These casinos have accused the players of violating rules but were not able to provide any real evidence. Additionally, the casino support has been unhelpful, just like in your situation. Unfortunately, it is uncertain whether we will be able to successfully resolve your complaint. Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would like to invite BreakWin Casino to join the conversation.

Dear BreakWin Casino,

Can you please provide more information along with supporting evidence on how the player allegedly violated the rules?

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.

Dear kadaz6789,

I have made multiple attempts to engage with the casino, but unfortunately, I have not received a substantial response from their team. The only information I gathered was through live chat, which basically echoed the response you received, yet did not provide any evidence of rule violations. This situation does not align with the fair practices we advocate for in promoting a just gambling environment for both players and casinos. Regrettably, without the cooperation of the casino, our options are very limited.

Given that the casino operates without a valid license and does not utilize any Alternative Dispute Resolution (ADR) service, there is no gaming authority to turn to.

I will mark your complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email.

To avoid similar situations in the future, I recommend choosing casinos based on their reviews and ratings and steering away from these casinos as they seem to belong to the same company.

I am sorry we couldn't be of more help this time.

Best regards,

Michal

Casino Guru