Cashwin Casino - Player is dissatisfied with the casino.

I don’t recommend the casino. I paid in several times last week but 2 deposits were taken from my bank account but not added to my casino account. I reported it to customer service but they did nothing. They haven’t responded since even though I’ve written to them several times. In addition, I also didn’t receive the VIP bonuses promised on their website. Overall, I should have received 5 free spins and 5-6 times 20 euros bonus. I also reported this to customer service and they took away 40 euros and 15 free spins from me. The 40 euros arrived in my account but the free spins couldn’t be added to my account.

Dear Gerolyke,

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

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

Were all deposits credited to your casino account? Are there any funds from your deposits to the casino still missing?

Did the casino give any explanation or justification for refusing to award you bonuses?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas, Yes, still 2 of my payments have not been credited. I sent the confirmation I received from the bank attached. Regarding the bonuses, I did not receive any explanation, they only replied that they would look into it. After that they credited me 40 Euros but this is far from what I should have received originally. Best regards: Daniel ****.

Hello Tomas,

The bonuses had credited.

But the deposit still not added.

Dear Gerolyke,

Thanks for the update.

I can see only one transaction confirmation from your bank attached (211,99€ from 2023-07-22 01:02:09)

When have you made another deposit to the casino, please?

Have you contacted your bank regarding the transactions? Did you receive any information regarding your deposits from either your bank or the casino since your last message?

We have thoroughly investigated the player's complaint regarding the deducted transactions and his VIP rewards. Here is a summary of our findings:

1. Deducted Transactions: After investigation, we reviewed the transactions of the player towards our casino and noticed that the player has a few failed deposits. None of these failed transactions reached our casino's account. Therefore the customer support and the payments team requested proof of payment in order to thoroughly and in-depth investigate the state of his failed deposits and the transactions he was referring to specifically.

2. Proof of Payment: The player's provided documents did not accurately reflect the transactions made at the casino; instead, they pertained to a different legal entity. Nonetheless, we promptly informed the player about the discrepancy and kindly requested the submission of the correct documents. Despite our notification, the player did not furnish the required documents.

3. Discrepancy in Amounts: The screenshots provided by the player did not reflect amounts close to his failed deposits, even after considering exchange rates. The amounts in USD shown in the screenshots were significantly different from his claims, a difference of at least 3290 HUF. 

4. Discrepancy in Time: Calculating the time in the country of residence of the player and UTC timing, a difference of at least 89 minutes between the time shown in his proof of payment and the times of the failed deposits on the casino.

5. VIP Rewards: The player claimed not to have received his VIP rewards. Our records show that he was compensated once for his VIP rewards, with a 40 EUR cash bonus and 30 Free Spins. Additionally, during a previous chat with our support team, the player confirmed that he had received the VIP rewards as redeemable bonuses via email.

We take player concerns seriously and ensure transparency and fairness in all our dealings. We regret any inconvenience this may have caused and are committed to providing the best gaming experience to all our valued players.

Kind regards,

Cashwin Casino

Thanks for the reply to the Cashwin Casino representative.

Dear Gerolyke,

Please note when depositing in the casino, you should always use the payment method that belongs to you specifically.

After checking the casino's terms and conditions I found this:

3.5. You represent, warrant and agree that You are the rightful owner of the money in your account. The information provided by You to the Company during registration and/or later, including through any transaction requiring depositing money is true, actual, accurate and relevant with the name on the credit/debit payment card(s) or other current accounts that will be used to deposit or receive funds to/from Your account.

Please let me know if you need further assistance regarding the issue.

Dear Gerolyke,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.