bwin Casino - Играчът съобщава за проблем с дискриминацията на IBAN.

Hello

I would like to report a case of IBAN discrimination.

I had withdrawn already 1500€ to my "DE" IBAN however BWIN refused to process next withdrawal to the same account excusing that the IBAN country must be the same as my country.

As an Irish citizen, I am fully entitled to use IBAN accounts from other European Union countries.

BWIN refusing my withdrawals is breaking the European law, such actions should be dishonored.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with bwin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Did you pass the KYC verification?  
• What payment method did you use to make deposits? Was it the same?
• Did the casino verify the ownership of your payment method with DE IBAN?
• When have you made successful withdrawals using this payment method?
• Did you accumulate your winnings with or without an active bonus?  

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.  

Best regards,

Natalia

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 makes such a request, do not share any information.

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

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Stay safe.

Hello Natalia, there are answers for your questions.

Did you pass the KYC verification?  

yes

What payment method did you use to make deposits? Was it the same?

debit card

Did the casino verify the ownership of your payment method with DE IBAN?

they did not ask for it

When have you made successful withdrawals using this payment method?

Did you accumulate your winnings with or without an active bonus?

No bonuses were used.

Thank you for your reply. Have you tried to opt for any alternative withdrawal method? Are there any other options for withdrawals at your cashier? Or have you considered using a bank account that was opened in Ireland,if you have one?

My bank was opened with Irish branch and with Irish address, however they do not provide irish iban. I do not have any other methods.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Dear hubd0yle,

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.

Hello, I sent you an email and you can see rest communication on my screens above.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello hubd0yle,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see how I can help if possible.

We would also like to invite bwin Casino to participate in this discussion.

Dear bwin Casino,

While it is customary in the industry for players to hold a bank account in their country of residence, I am uncertain as to why the player's withdrawal cannot be processed to their bank account as it was previously. The player has rightly pointed out that the mere fact that the IBAN is not Irish does not appear to be a justifiable reason for withholding their withdrawal, and this may potentially contravene European law. I am kindly requesting you to reconsider this matter.

If the player has successfully completed KYC and AML verification and has won fairly, there should be no hindrance in releasing their legitimate winnings.

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me via email at [email protected]

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 hubd0yle,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. 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 might 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. In the meantime, as it's mentioned in the casino terms and conditions:

Should You live outside of the UK, You may raise your matter with the Gibraltar Gambling Commissioner should You be dissatisfied with the outcome of an enquiry. For further information on how to contact the Gibraltar Gambling Commissioner, please visit their website at https://www.gibraltar.gov.gi/finance-gaming-and-regulations/remote-gambling.

You might find our articles about Licensing Authority – Gibraltar Licensing Authority | Casino Guru and How to submit a complaint to a regulator | Casino Guru useful. Furthermore, you might file a complaint with the relevant European authority in regards the IBAN discrimination.

Please let me know how the authorities have responded and if they were able to help you at [email protected]

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru