Request still being processed
If documents or questions about your account are outstanding, we must resolve these first. Your daily and monthly limits, or any unmet bonus conditions, may also prevent a withdrawal.
Have a question about your player account?
Alawin Casino Player Experiences
Is your withdrawal still pending, a bonus missing or a game round interrupted? We'll help you look into it. You can contact our team at [email protected] with any questions.
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Why is my withdrawal still pending?
We process withdrawal requests within three business days, provided all conditions have been met and the required checks completed. For consecutive requests, the timeframe may begin with the most recently completed withdrawal.
After we've processed your withdrawal, your bank or payment provider may need additional time to credit the funds. If we still need to verify information about your account, our own processing may also be delayed.
Withdrawal processed, funds not received
Give our support team the amount, date and transaction number, if available. That will help us find the payment and check whether it has already been forwarded.
Even without a bonus, you must wager your deposit at least once before withdrawing. A minimum turnover of EUR 20 also applies during the calendar month of your withdrawal request.
How much can I withdraw in CHF?
Minimum and maximum withdrawal amounts for Swiss accounts vary by payment method. Withdrawals are also limited by your account level. This means you cannot necessarily withdraw the full maximum for a payment method in a single request.
Payment methodWithdrawal amount
Card
CHF 15–3’000
Bank transfer, Revolut and Skrill
CHF 10–4’500
MiFinity
CHF 10–2’500
Bitcoin
CHF 60–5’400
USDT via ERC20, Solana, BEP20 or TRC20
CHF 20–4’500
Other cryptocurrencies
CHF 20–4’500
You can withdraw CHF 20–4’500 using Bitcoin Cash, Ethereum, Litecoin, TRX, USDC, BNB, DOGE, Solana, USDC Solana or Cardano. For crypto withdrawals, the address and network must match the selected payment method.
Where possible, we pay out through the same method you used to deposit. If that method isn't available, another may be required. Our support team can help confirm which options are available for your account.
Withdrawal limits by account level
You can have a maximum of three withdrawal requests pending at once. Your account level depends on your activity; individual payment limits or withdrawal schedules may apply to particular payments.
| Account level | Per day | Per month |
|---|---|---|
| 1 | CHF 500 | CHF 7’000 |
| 2 | CHF 500 | CHF 10’000 |
| 3 | CHF 800 | CHF 12’000 |
| 4 | CHF 1’000 | CHF 15’000 |
| 5 | CHF 1’500 | CHF 20’000 |
Deposits and bonuses have different minimum amounts
Deposit CHF 15–2’000 with «Pay by Card», CHF 10–900 with PSCRD or CHF 10–2’500 with MiFinity. Bitcoin deposits range from CHF 33–5’400. Each stage of our welcome package requires at least CHF 22. If your payment method has a higher minimum, that amount applies instead — CHF 33 for Bitcoin, for example.
Why do we request documents?
We may need to verify your age, identity, address and the source of deposited funds. We may ask for identification, proof of address and transaction records. We may also need proof that the payment method you used belongs to you.
Verification may take place before or after a deposit, or before a withdrawal. While requested information is outstanding, we may hold your withdrawal or temporarily suspend access.
Documents and processing time
You must submit requested documents within 30 days. Once we've received all required information in full, we normally review it within ten days. Additional checks or complex cases can take longer.
If you're unsure which document to provide, reply to our document request. Submit documents through the channel we specify. We won't need your password.
My account is suspended or I can't log in
If you've forgotten your password, you can reset it by email. This won't lift an account suspension. Our support team can explain the reason and next steps. Don't create a second account.
Login help
My bonus is missing or wagering progress isn't increasing
Choose our welcome package when registering. Each stage requires a separate deposit of at least CHF 22 and must be activated under «My Bonuses» before playing with that deposit. Neteller and Skrill deposits do not qualify for the welcome package.
Not every game contributes equally to wagering requirements. Most slots contribute 100% of your stake, while live casino games generally contribute 10%; exceptions and excluded games apply. You can track your progress under active bonuses in your profile.
If you cancel a bonus or request a withdrawal, your bonus funds and associated winnings may be forfeited. Time limits and winnings caps also apply. If a bonus hasn't been credited as expected, tell us the bonus name and deposit date.
Bonus terms and game contributions
A game round was interrupted
If your connection dropped and the round wasn't settled as expected, tell us the game title, time, stake and round ID, if you have it. A screenshot of the error message can help us identify the issue.
If you notice an incorrect debit or missing credit, give us the amount and describe the transaction or round concerned. We'll check the relevant game or transaction records.
How we handle your query
For questions about your account, payments or game rounds, contact our support team first. If an issue cannot be resolved there, it may be referred to the relevant department. We'll keep you updated on the progress of your complaint.
Your first point of contact
Describe what happened and what you believe needs to be corrected. If you've already received a response, reply to that message and add any outstanding questions.
Formal written complaint
If the first response doesn't resolve your issue, you can submit a detailed written complaint. Send it from the email address linked to your player account.
Details we need
- Your username and full name as registered on your account
- «COMPLAINT» and the reason for your complaint in the subject line
- A clear description of the issue and any previous correspondence
- Dates, times and relevant amounts, transaction IDs or round IDs, if available
When will you receive a response?
We'll inform you of the outcome within ten days of receiving your complaint. Unusually complex cases may take longer to investigate. We need full details of your case to process it.
Never send us your password or reset links. Hide any sensitive information in screenshots that isn't needed for the query.
Questions about Alawin
Does three business days mean the money will be in my account by then?
No. This timeframe covers processing your withdrawal request once all conditions have been met and checks completed. For consecutive requests, it may start from the most recently completed withdrawal. Your payment provider may need additional time to transfer the funds.
Why can't I withdraw a payment method's maximum amount at once?
Your account level's daily and monthly limits apply in addition to the limits for your payment method. At level 1, these are CHF 500 per day and CHF 7’000 per month. Account checks must also be complete and bonus conditions met before funds can be released.
Is CHF 22 the general minimum deposit?
No. CHF 22 is the minimum for each deposit under our casino welcome package. Payment methods have their own limits, such as CHF 15 for Pay by Card, CHF 10 for PSCRD or MiFinity, and CHF 33 for Bitcoin.
My deposit was debited but hasn't been credited. What should I do?
Contact [email protected] with the amount, payment method, date, time and transaction number. For a crypto payment, the transaction hash and network used will also help. Don't make another deposit to replace the missing funds while the first transaction remains unresolved.
Can I use a different payment method for a withdrawal?
Where possible, we use the same method you deposited with. If that isn't possible, another method may be needed. We cannot guarantee a particular alternative payment method in every case; our support team will confirm the options for your payment.
What happens if I try to withdraw before wagering my deposit once?
If you haven't wagered your deposit at least once, we may void winnings and deduct 10% of your last deposit, with a minimum deduction of EUR 0.50. For deposits made by bank card or bank transfer, the deduction may be 15%. You must also meet the monthly minimum turnover of EUR 20, or we may decline your withdrawal request.
How long does document verification take?
We normally review documents within ten days after receiving all requested information in full. Further checks or complex cases may take longer. You must submit requested documents within 30 days.
What if I disagree with a response from support?
You can send a detailed written complaint to [email protected]. Use your registered email address and include your username, full name, a description of the issue, and the date and time. Include «COMPLAINT» and the reason for the complaint in the subject line.
Do I need to provide my password when making a complaint?
No. Never send us your password or a password reset link. We only need your account details and information about the issue.
Can I play without a bonus?
Yes. You can opt out of our welcome package when registering. You must still wager your deposit at least once before withdrawing. A minimum turnover of EUR 20 also applies in the calendar month of the withdrawal request.
Where can I get help with a suspended account?
Contact us at [email protected] to find out why access is restricted and what steps are needed. Changing your password alone won't lift an account suspension. Don't create a second account to bypass the restriction.
If you need a gambling break
Gambling shouldn't lead to financial or personal problems. If you're losing control or hiding your spending, contact our support team and request a gambling break or self-exclusion. You must not bypass an existing exclusion by opening another account.
Responsible Gambling