The player from Germany had a significant balance and was concerned about the lengthy withdrawal process. The Complaints Team had advised the player that withdrawal delays could be due to KYC verification or a high volume of withdrawal requests, and suggested waiting at least 14 days after requesting the withdrawal before submitting a complaint. Despite extending the response time by 7 days, the player did not provide any further information or response, which led to the rejection of the complaint due to lack of cooperation from the player.
Cashwin Casino - Player concerned with long withdrawal process.
Amount: €33,000
Cashwin Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
7 months ago
Translation
Dear Sir/Madam,
Attached is a proactive complaint, kindly requesting your support as the withdrawal amount is substantial and we definitely want to avoid any errors. I understand that withdrawals may take up to 72 hours, and the processing time could potentially take longer. However, this would mean I will receive 55 withdrawals of €600 each, spread over a minimum of 9 weeks at the best rate of processing.
Registered at the Casino: 07.04.2024
VIP Level: 2 (700 * 5 = €3,500 maximum withdrawal per week)
Deposit: 1x €150 and €100
Balance €33,000 of which (5x €600 requested for withdrawal on 08.04.)
Identity & Address Verification: Verified
Payment verification: Confirmed by support and "perfect"
I kindly ask for your advice to ensure a safe and correct payout process. Thank you in advance.
Automatic translation:
Public
Public
7 months ago
Dear maximiliannn,
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,
Kristina
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