Cashwin Casino - Player faces withdrawal issues due to verification app malfunction.

Good Morning

On August 17, 2023, I registered with Cashwin Casino, deposited 100€, and began playing. I had fairly good luck and managed to win up to 5886€. However, when I attempted to withdraw these winnings, I hit a snag. The app, supposed to verify my identification by photographing my ID card, couldn't detect my camera. This issue persisted as I tried over four different phones of varying models. Each time, the Cashwin's identify app returned the same error: the camera not working. Thoroughly frustrated, I tried to resolve the matter by reaching out to the customer support team. They recommended that I upload my ID and a PDF record of my Paysafe account to the "payment verification" window. Even after doing so, the PDF was rejected on the grounds that my name was supposedly not on it. Despite clearly showing my name and customer number in the top right corner, which I pointed out to them and even sent another copy of the PDF via email, the issue wasn't resolved. Today, I tried logging in again only to face another obstacle - a constant "Server Error" message. I am extremely frustrated with the lack of professionalism and iterations of apparent pitfalls that feel like a ploy to stall or even cheat me out of my earnings. I have all required documentation, email contact, and even screenshots of my account. Is there a way you could possibly help me?

Best Regards

Rene

Dear Foxcrew,

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. 

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Hello Petronela,

First of all, thank you for the quick answer, I would have also liked to send you some documents as an attachment with the complaint, unfortunately he didn't upload them. As I said, I tried to verify myself on 4 different cell phones, but on each one the The KYC app did not recognize the camera on the cell phone, which was strange in my opinion. The support offered me the alternative of uploading my ID card, account card and PDF file of the deposit via Paysafe using "proof of payment", I have now done this three times I was told the first time that there was no name on the PDF file from Paysafe, but it can be seen at the top right with the customer number... there is no longer a server problem and I can log in to my account, but a payout is still due not possible due to lack of verification. I have uploaded all required documents.

Kind regards

Rene

I also understand that the verification process is very important, but then the casino's corresponding KYC app should also work without any problems...my opinion.

Stand 23.09.2023

Thank you very much, Foxcrew, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Foxcrew for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cashwin Casino for their help in resolving this complaint. We would like to ask you for your help with the player's verification process.

Thank you!

Good morning

Today my account was finally verified and I made my first withdrawal. I'll see if it works. First of all, thank you for your efforts.

greeting

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good day

The biggest scammer of all time, Cashwin Casino!!!! Now I am verified and wanted to withdraw €1000 (since this is supposedly the limit) which was canceled and €2588.58 was withheld from my account by the casino due to the bonus. The deposit bonus of €100 was lost long ago, I also canceled their stupid other bonuses and this does not justify a retention of €2588.58. The biggest piece of crap I've ever seen!!!

I have now made a complete withdrawal and after receiving this amount I have requested that the account be deleted. If the casino can pay out €2588.58 I will not apply a limit.

Hier der Text vom Casino Support

Hi,

We hope this message finds you well. We are writing to address the recent situation regarding your winnings and your expired bonus.

As stated in our terms and conditions (section 23.6), you have the right to cancel any bonuses before proceeding to their wagering, without losing your own funds. However, if you choose to cancel a bonus (or it in anyway the bonus becomes void, like expiring) after playing with bonus funds but before fulfilling the wagering requirements, any winnings accumulated during the bonus period will be deducted, as outlined in the same section.

Additionally, section 23.17 of our terms and conditions explains that if you choose to request a withdrawal of your deposit before meeting the bonus wagering requirements, the bonus amount and associated winnings will be voided. The remaining funds, if any, will be paid out to you.

We understand that this may come as a disappointment, and we empathize with your situation. However, it is essential to uphold the fairness and integrity of our platform, which is why we have these terms and conditions in place. These measures ensure that all players have an equal and fair chance to enjoy our games and promotions while maintaining a balanced playing field for everyone involved.

We value your participation and support within our casino, and we genuinely regret any inconvenience this situation may have caused. We encourage you to review our terms and conditions for a better understanding of the bonus policies and wagering requirements associated with our promotions.

If you have any further questions or require clarification regarding this matter or any other aspect of our casino, please do not hesitate to reach out to our customer support team. We are here to assist you and provide any necessary information to ensure your continued enjoyment of our platform.

Furthermore, the daily withdrawal limit is 700 EUR. Kindly make a new request up to 700 EUR.

Thank you for your understanding and continued support.

Best regards,

CashWin Support Team

Thank you Foxcrew for providing us with all the information.

Dear Cashwin Casino Team, could you please clarify why were the player's winnings withheld and can we do anything to help resolve this issue?

Thank you in advance!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Cashwin Casino. We have received the following message:

We appreciate your feedback and sincerely apologize for any inconvenience you've experienced. We take your concerns seriously and would like to provide you with more information about the situation.

Regarding the voiding of funds, our terms and conditions clearly state that once a player starts using a bonus, they must fulfill the associated wagering requirements within a specified timeframe (in this case, 14 days) before requesting a withdrawal. Unfortunately, in this instance, the wagering requirements were not met within the given timeframe, which led to the voiding of winnings associated with the bonus. This policy is in place to ensure fairness and consistency in our gaming environment.

 We understand the frustration with the verification process. We acknowledge that the verification application we've partnered with may not be compatible with all devices. To address this issue, we recommended using the verification section within the payments area of our casino as an alternative method to upload the necessary Proof of Identity and Proof of Address documents. Our aim is to make the verification process as seamless as possible for our players, and we are working to improve the user experience in this regard.

 We want to address that only the funds associated with the bonus have been voided, and the remaining funds from the player's account have been successfully withdrawn to their bank account.

 We are genuinely sorry that they had to face this situation. Please know that we've made every effort to assist the player as much as possible in resolving these issues. 

 Best regards,

Cashwin Casino

Dear Foxcrew, were you able to successfully withdraw your remaining funds ?

Thank you in advance!

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.