The player from Italy encountered issues with account verification at the casino, as they repeatedly rejected her photo holding his ID along with a note. The issue was resolved after the player successfully verified his account by submitting multiple photos. He decided to close the account afterward and the player consider the case resolved.
Cashwin Casino - Player’s account verification is delayed.
Amount: ??
Cashwin Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Cashwin Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
13 hours ago
Public
Public
yesterday
Translation
Good afternoon. I opened an account at this casino, made a deposit, and requested verification so I could also make withdrawals. I have submitted all the necessary documents, but they are asking for a photo of me holding my ID along with a note. The photo is constantly being rejected for trivial reasons (see email with attached latest photo).
Automatic translation:
Public
Public
16 hours ago
Dear cr02086,
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.
- Do I understand correctly that verifying your selfie seems to be the only issue?
- Could you please advise if the rest of your documents have been approved?
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,
Kristina
Public
Public
14 hours ago
Translation
Good morning. My account has been verified after sending a lot of photos. I have decided to close the account anyway. You can consider the case solved
Automatic translation:
Public
Public
13 hours ago
Dear cr02086,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
