Alawin Casino - El reintegro del jugador se ha retrasado.

I requested a withdrawal on the Alawin platform 13 days ago. For almost two weeks, customer support via live chat has been harassing me, providing false information, claiming that the payment had already been processed and sent via the external provider Truenorth. Today, Friday, July 3rd, I requested clarification, and the live chat operator admitted verbatim that the withdrawal was never processed by the finance department and is still "pending review." When I stated that I would be filing a public complaint, they continued to provide vague answers, without providing any credit date. I am requesting Casino Guru's mediation because I believe this behavior is deceptive and unfair.

Ho richiesto un prelievo sulla piattaforma Alawin ben 13 giorni fa. Per quasi due settimane il supporto clienti in chat mi ha rimpallato dandomi informazioni false, sostenendo che il pagamento fosse già stato preso in carico e inviato tramite il fornitore esterno Truenorth. Oggi, venerdì 3 luglio, ho preteso chiarimenti e l'operatore della Live Chat ha ammesso testualmente che il prelievo non è mai stato elaborato dal reparto finanziario ed è tuttora 'in attesa di essere esaminato'. Quando ho fatto presente che avrei aperto un reclamo pubblico, hanno continuato a dare risposte vaghe senza fornire alcuna data di accredito. Chiedo la mediazione di Casino Guru perché ritengo questo comportamento ingannevole e scorretto

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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

DearPrs777,

We have noticed that you have submitted two complaints regarding the same casino. To avoid confusion and to ensure that your issue is handled as efficiently as possible, we will be closing this one.

Your original complaint will remain open, and our team will continue assisting you there.

Please make sure to reply only within that thread moving forward so that we can keep all information in one place and assist you smoothly.

Thank you for your understanding.

Best regards,

Karla M.