Cashwin Casino - Player cannot access deposit history for withdrawal.

I made a deposit at this casino with JETON.

JETON then updated their site and the old site is no longer available and all my deposit history has disappeared.

However, the casino does not understand this and is asking me to submit history that is already unavailable, so the authorization will not proceed.

The casino gurus must know that JETON has been updated.

Please explain that to the casino reps.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashwin Casino.

Please note we don't aggregate information about payment method updates, and therefore are unable to confirm such information on your behalf.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you contacted Jeton support and asked for your transaction history to be restored?
• Is verifying your payment method the only obstacle in completing your KYC verification in the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

The new JETON is no longer supported.

We have also submitted images showing that there is no history, but the casino does not understand this and is unable to complete the KYC.

No correspondence with the casino remains as it has already disappeared.

I deposited into the casino using JETON in early August.

Then on August 25, JETON was completely renewed.

My transaction history is already gone.

It should be common that deposit history is not available for reasons such as the wallet you are using disappears or you delete your account.

The casino has no idea what to do in that case.

Dear andandjonnyx,

No screenshots were submitted.

I am sorry but I will need supporting evidence of your claim. Send it to my email at tomas@casino.guru

Kindly submit your communication with Jeton, trying to recover your transaction history and your communication with the casino where the information about your deposit is requested from you. If you no longer have any conversation with the casino, kindly contact it again and record the interaction with them. I apologize for the inconvenience.

Already the casino refuses to talk to me.

I have told them that I will file a complaint and if they call them they will come here and explain.

JETON has already discontinued its support services and further correspondence is not possible.

Submit a screenshot of proof that the relevant deposit history does not already exist in JETON.

I apologize for not replying sooner.

I am afraid I will need proof the Jeton wallet discontinued its services and your attempts at communication with the casino and Jeton regarding the issue to confirm the situation before we contact the casino.

Thanks in advance for your reply.

As evidence, I will submit a screenshot of the email showing that JetOn has updated it.

This made the old JetOn unavailable two months ago.

The support team also stated that support for the old site has already been discontinued and deposit and withdrawal history has been removed.

I am also attaching an email that came from the casino in the past.

The casino has made a mistake at this point and still has not acknowledged it.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  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.  

Hi andandjonnyx,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

In the meantime, I have checked the Jeton website and see this:

It says "You can continue to access your Jeton Card balance on our old website for the next 60 days." Have you checked this option? It only shows the balance after the update?

Dear Cashwin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Are there alternatives to verify the player's payment method? The player cannot be blamed for the fact Jeton underwent updates and discontinued access to the transaction history before the update.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Dear Casino Guru Team,

We are happy that we have the opportunity to give you a proper response!

We are pleased to inform you that your account has been successfully verified and now you are able to make a new withdrawal request. We understand that the update of the payment provider caused some uncertainty for you. In a sign of goodwill, we are happy to inform you that we made an exception and we understand that this is not your fault.

To proceed with the withdrawal, please log in to your account and withdraw your winnings using the last e-wallet you used for making a deposit. Additionally, please make sure that your request is in the withdrawal limits which are: €700 per day, €3,500 per week, €14,000 per month. Once the withdrawal request is made, our team will check it as fast as possible in the timeframe mentioned in our Terms & Conditions.

If you have any questions, feel free to reach out to our support team.

Thank you for your understanding.

Best regards,

CashWin Support Team

I am in the process of withdrawing the money now. Please resolve the complaint as soon as everything is finished.

Thank you, everyone, for the updates.

Dear andandjonnyx, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear andandjonnyx,

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.

No

Dear Cashwin Casino, could you please specify when the player's withdrawal request was processed or if it is still pending? According to andandjonnyx, the money has not yet been received.

Hello,

Thank you for the opportunity to have a proper response on this matter.

We would like to underline a specific key point in our Terms & Conditions, section 8. Funds Withdrawal. According to this section, there are established limits for withdrawals, which are as follows: daily EUR 700 / weekly EUR 3,500 / monthly EUR 14,000.

The recent withdrawal requests were declined as they exceeded these limits. To ensure a smooth processing, we kindly ask you to resubmit your requests while adhering to these limits. This will allow our payments team to process your transactions securely and efficiently, enabling you to access your winnings more quickly.

If you have any questions, feel free to reach out to our support team.

Thank you for your understanding.

Best regards,

CashWin Support Team

We are not caught in that limitation.

I haven't withdrawn 3500€ in total and I withdraw 700€ each time, what the hell are you talking about?

To begin with, as you can see, withdrawal requests can exceed $700 at a time.

The casino can simply split the requested amount into daily withdrawals of $700, which has nothing to do with the user.

Dear andandjonnyx, please try to submit withdrawal requests lower than 700€ per day as requested by the casino. Let us know if it will work this time.

I am submitting an application for less than $700 per day.

But the casino keeps rejecting my application without any valid reason, and as a result, my withdrawal is delayed like this.

Since the casino is left to decide when to actually make the withdrawal, the casino delays the withdrawal or fails to split the money, resulting in a buildup of applications.

The casino claims that I am over the limit on that, but that is the casino's problem.

If I apply for $700 today and $700 tomorrow, that does not mean I applied for $1400 in one day.

The casino can just withdraw the $700 twice or withdraw the $1400 all together.

There were very delays and lame excuses, but somehow the withdrawal was completed.

Good bye.

Dear andandjonnyx,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia 

Casino.Guru