The player from Germany had been attempting to get verified but faced constant rejection of submitted documents. He had submitted his ID card, bank statement, and credit card on May 4th, 2024, which were approved. However, he was still experiencing verification issues. We had requested further communication records between him and the casino's customer support to investigate the matter. Due to lack of response from the player, we were unable to proceed with the investigation and had to reject the complaint.
Cashwin Casino - Player faces document rejection during the withdrawal process.
Amount: €24,000
Cashwin Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Translation
I have submitted all the documents for certification and feel like I've done this a hundred times over. They always get rejected and I believe this is a deliberate tactic to refuse the payment.
Automatic translation:
Public
Public
7 months ago
Dear Margarete200,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have any of your documents been approved by the casino? Which of your documents have been rejected?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
7 months ago
Translation
Documents submitted on May 4th, 2024: ID card, bank statement, credit card with which the deposit was made. The documents were approved. Everything was submitted promptly and in the correct format. There is also a green Hagen for verified.
Automatic translation:
Public
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7 months ago
Before we proceed with the case, could you please forward me all the relevant communication between you and the customer support regarding your verification? My email address is veronika.l@casino.guru. Thank you.
